Last updated: 20 August 2026
At Arabian Aromas, we want your order to arrive safely and for our delivery and returns process to be clear and straightforward.
If you have any questions about an order, delivery or return, please contact us at info@arabianaromas.co.uk.
UK Delivery
Free Standard Delivery
We offer free standard UK delivery on orders over £40.
For orders below £40, the applicable delivery charge will be displayed at checkout before you complete your purchase.
From time to time, we may also offer promotional free-delivery offers. Any specific terms will be shown with the relevant promotion.
Dispatch Times
Orders are typically dispatched within 1–3 working days after your order has been accepted and payment has been successfully processed.
Working days normally exclude:
- Saturdays;
- Sundays; and
- UK public holidays.
During particularly busy periods, promotions or seasonal events, dispatch may occasionally take longer.
If there is a significant problem affecting your order, we will aim to contact you using the details supplied when you placed the order.
Delivery Times
Delivery times shown on our website or at checkout are estimates unless a delivery service is specifically described as guaranteed.
Once an order has been dispatched, delivery times may be affected by the courier, weather, seasonal demand or other circumstances outside our reasonable control.
If your order has not arrived within the expected delivery period, please contact:
Please include your order number so that we can investigate.
Your statutory consumer rights are not affected by courier delays.
Delivery Address
Please check your delivery address carefully before completing your order.
Customers are responsible for providing a complete and accurate delivery address.
If you discover an error after placing your order, contact us as soon as possible at:
We will try to help where possible, but we cannot guarantee that an address can be changed after an order has been processed or dispatched.
If an order cannot be delivered because an incorrect or incomplete address was supplied, additional delivery charges may apply where legally permitted.
Tracking Your Order
Where tracking is available for your delivery service, tracking information may be provided by email or directly by the delivery carrier.
Please allow time for tracking information to become active after your order has been dispatched.
If you believe there is a problem with your delivery, please contact us rather than placing a duplicate order.
Missing Orders
If your order has not arrived within the expected delivery period, please contact us at:
Please provide:
- your name;
- order number;
- delivery address; and
- any relevant tracking information.
We will investigate the shipment with the delivery carrier and advise you of the next steps.
Damaged Parcels
If your parcel arrives visibly damaged, please take photographs of:
- the outer packaging;
- the shipping label;
- the internal packaging; and
- any damaged products.
Contact us as soon as reasonably possible at:
Please include your order number and photographs where available.
Do not dispose of the damaged product or packaging until we have advised you what to do, as the carrier may require evidence when investigating the delivery.
Returns
Changed Your Mind?
For eligible purchases made online, you normally have the right to change your mind.
You may tell us that you wish to cancel an eligible purchase within 14 days after receiving your goods.
You do not need to provide a reason for cancelling.
After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.
To begin a return, contact:
Please provide:
- your name;
- order number;
- the product or products you wish to return; and
- confirmation that you wish to cancel the purchase.
We will provide the appropriate return instructions.
Condition of Returned Products
You may inspect a product as you reasonably would be able to inspect it in a physical shop.
Returned items should be sent back in good condition and, where reasonably possible, with their original packaging.
Please take reasonable care of products while they are in your possession.
If a product has been handled beyond what is reasonably necessary to establish its nature, characteristics or function and this has reduced its value, we may make an appropriate deduction from the refund where permitted by law.
For home-fragrance products, please do not intentionally use or consume the product if you intend to return it simply because you have changed your mind.
Return Postage
If you are returning an eligible item because you have changed your mind, the cost of returning the item is normally your responsibility unless we have stated otherwise.
We recommend using an appropriate postal service and retaining proof of postage until your return has been completed.
Different arrangements apply where an item is:
- faulty;
- damaged;
- incorrectly supplied;
- not as described; or
- otherwise does not conform to the contract.
Refunds
Once an eligible return has been received, we will process the refund in accordance with your statutory rights.
For an eligible cancellation, refunds are normally made using the same payment method used for the original purchase unless otherwise agreed.
Where required by law, we will also refund the cost of the standard delivery service originally paid by you.
If you chose a more expensive delivery option than our standard delivery service, any additional amount above the cost of standard delivery may not be refundable.
Refunds following cancellation will normally be processed within 14 days of receiving the returned goods, or within 14 days of receiving satisfactory evidence that the goods have been returned where applicable.
Your bank, card provider, PayPal, Clearpay or other payment provider may require additional time before the refunded amount appears in your account.
Faulty, Damaged or Incorrect Items
Your rights when a product is faulty or incorrectly supplied are separate from your right to cancel because you have changed your mind.
If you receive a product that is:
- faulty;
- damaged;
- not as described;
- not of satisfactory quality; or
- different from what you ordered,
please contact us as soon as possible at:
Please include:
- your order number;
- a description of the problem; and
- photographs where appropriate.
We will review the issue and provide an appropriate remedy in accordance with your statutory consumer rights.
Depending on the circumstances, this may include a refund, replacement or another legally appropriate solution.
Nothing in this Shipping & Returns Policy affects your statutory rights.
Incorrect Item Received
If we have sent you a different product from the one you ordered, please contact us before returning it.
We will provide instructions for resolving the issue.
Where the mistake is ours, you will not be expected to pay reasonable return costs associated with correcting that mistake.
Product Exceptions
Certain products may be excluded from the statutory right to cancel where a specific legal exception applies.
This can include certain:
- personalised or custom-made products;
- products that deteriorate rapidly; or
- sealed products that cannot legally be returned once unsealed for health-protection or hygiene reasons.
We will only rely on an exception where it genuinely applies to the particular product and circumstances.
These exceptions do not remove your statutory rights where an item is faulty, damaged, incorrectly supplied or not as described.
Promotional Gifts and Bundle Offers
From time to time, Arabian Aromas may offer:
- free gifts;
- bundles;
- promotional products;
- spend-and-save offers; or
- gifts when an order reaches a specified value.
If you return part of an order and the remaining value no longer meets the conditions of the original promotion, we may require the promotional gift to be returned or adjust the refund where this was clearly disclosed as part of the promotion and is legally permitted.
Specific promotional terms shown at the time of purchase will also apply.
Exchanges
If you would like a different fragrance or product, please contact us at:
Where a direct exchange is not available, you may need to return the original eligible product for a refund and place a new order.
We will advise you of the available options.
Cancelling Before Dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:
Please include your order number.
If we are able to stop the order before dispatch, we will cancel it and arrange the appropriate refund.
If the order has already been dispatched, you may need to follow the normal cancellation and returns procedure after receiving it.
Safety and Returns
Please follow all product-specific instructions supplied with Arabian Aromas products.
Where returning fragrance products, please ensure bottles, containers and other items are packaged securely to reduce the risk of leakage or damage during transport.
If you are unsure how to return a particular fragrance product safely, contact us before posting it.
Need Help?
For delivery, return, refund or order enquiries, please contact:
Arabian Aromas
Email: info@arabianaromas.co.uk
Please include your order number whenever possible so we can assist you more quickly.
You can also contact us through the Contact Us page on ArabianAromas.co.uk.
Important
This Shipping & Returns Policy should be read together with our:
- Terms & Policy
- Privacy Policy
- Cookie Policy
- product-specific safety and usage instructions; and
- any specific promotional terms applying to your order.
Nothing in this policy excludes or limits any statutory rights that cannot legally be excluded or limited.
© 2026 Arabian Aromas. All rights reserved.