Shipping policy
Shipping, Delivery and Returns Policy
Order Processing and Handling
Processing time: Domestic and international orders are normally processed and dispatched via DHL or FedEx within 1–2 business days, Monday through Saturday.
Order modifications and cancellations: Changes or cancellations are only possible if you contact us within one hour of placing your order. After this period, we cannot guarantee that changes or cancellations can be accommodated.
Shipping and Transit Times
Domestic orders (UAE): Estimated transit time is 1–2 business days after dispatch.
International orders: Transit times vary according to the destination country. International orders are shipped via DHL or FedEx.
Despite the ongoing regional conflict and its effect on international logistics, most shipments are currently delivered within five business days of dispatch. However, some shipments may take an additional two to three business days. All delivery times are estimates and cannot be guaranteed.
Shipping Rates and Additional Charges
Flat-rate shipping: Flat-rate shipping is available for most international destinations. The applicable shipping fee will be displayed at checkout.
Orders weighing more than 1–2 kg: Larger or heavier orders may incur additional shipping charges. If an additional charge applies, we will contact the customer before dispatching the order.
Taxes and Import Duties
Customers are responsible for all VAT, customs duties, import taxes, clearance fees and other charges imposed by the destination country.
Aromology Trading LLC is not responsible for delays caused by customs clearance procedures or other import requirements.
We cannot issue refunds for parcels returned because the customer failed to pay applicable duties, taxes or customs charges. We also cannot accept parcels returned without our prior approval. If you are uncertain about the import requirements in your country, please contact our team before placing your order.
Address Accuracy and Delivery Issues
Customers are responsible for providing a complete and accurate shipping address.
If an order is returned because the customer provided an incorrect or incomplete address, only the value of the products will be refunded. Original shipping fees are non-refundable.
We make every effort to dispatch orders promptly, normally within 1–2 business days. However, Aromology Trading LLC is not responsible for delivery delays caused by DHL, FedEx, customs authorities or circumstances outside our reasonable control.
Order Tracking and Customer Support
Once an order has been completed and dispatched, the customer will automatically receive the courier’s name and tracking number.
Orders can be tracked directly through the DHL or FedEx website.
If you have not received your order within 10 days of dispatch, please contact us at info@aromology.com.
Our team aims to respond to enquiries within two hours during normal business hours.
Returns Policy
Oud Oils
Due to the nature and value of oud oils, we do not accept returns or exchanges for these products.
Perfumes and Perfume Oils
Perfumes and perfume oils may be returned provided they are unopened, unused and in their original packaging.
Original shipping fees are non-refundable. Customers are responsible for return shipping costs and must ensure that all items are securely packaged and returned undamaged, in their original condition and packaging, exactly as received.
All returns require prior approval from Aromology Trading LLC.
Free Shipping Policy
We want your shopping experience to be as smooth and rewarding as possible. We are pleased to offer free shipping on qualifying orders.
Eligibility
Free shipping is available when the order value exceeds the applicable minimum shown below. Orders below the minimum qualifying value will be subject to the standard shipping charges displayed at checkout.
Due to the ongoing regional conflict and changes affecting international shipping costs, our free-shipping thresholds and available shipping options have been temporarily revised. We expect to offer more flexible options when regional shipping conditions return to normal.
| Country or region | Minimum order value for free shipping |
|---|---|
| Australia | USD 410 |
| Asia: Brunei, Cambodia, China, Hong Kong SAR, India, Indonesia, Japan, Laos, Macao SAR, Malaysia, Pakistan, Singapore, South Korea, Sri Lanka, Taiwan, Thailand and Vietnam | USD 410 |
| Lebanon | USD 410 |
| Africa: Algeria, Egypt, Kenya, Morocco, South Africa and Tunisia | USD 500 |
| Europe: Austria, Belgium, Denmark, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden and Switzerland | USD 345 |
| Middle East | USD 425 |
| United Arab Emirates | AED 250 |
| United Kingdom | USD 425 |
| United States, Canada and Mexico | USD 300 |
| Rest of the world | USD 650 |
Free-shipping eligibility is calculated using the final order value after discounts and before any applicable taxes, duties or additional charges. The qualifying threshold and available shipping method will be confirmed at checkout.