Return Policy
Last updated: 6 September 2026
Summary
We do not accept returns or exchanges for change of mind. All sales of fragrance, bakhoor, home fragrance and personal care products are final.
We do accept a return when the item you received is damaged in transit, defective, or not the item you ordered. In those cases we cover the return shipping and replace or refund the item.
Why we do not accept change-of-mind returns
Perfume, bakhoor and personal care products are sealed hygiene goods. Once the outer seal or cellophane is removed, the product cannot be resold, and we can no longer guarantee to the next customer that it has been stored correctly or that its composition is untouched.
Fragrance is also affected by heat. A bottle that has travelled twice through a Gulf summer is not the same product it was when it left our warehouse. Refusing change-of-mind returns is how we can guarantee that every item we ship is authentic and has been stored properly.
For this reason, we encourage you to read the fragrance notes and the wear description on each product page before ordering, and to contact us with any question before you buy. We would rather answer ten questions than send you something you did not want.
When we do accept a return
We will replace or refund your item if any of the following applies:
- The item arrived damaged — a broken bottle, a leaking atomiser, a crushed box.
- The item is defective — a faulty spray mechanism, a bottle that was not filled correctly, a seal that was already broken on arrival.
- You received the wrong item — a different fragrance, size or brand from the one on your order.
- Your order is incomplete — an item listed on your invoice is missing from the parcel.
How to report a problem
1. Contact us within 48 hours of delivery. Use our contact page and include your order number.
2. Send photographs. Please include a photo of the item, of the damage or defect, and of the outer parcel as it arrived. This is what allows us to claim against the carrier, and it is usually enough for us to approve the return immediately.
3. Keep the packaging. Do not discard the box or the protective material until the case is closed. Carriers require it for damage claims.
4. Wait for authorisation. We will confirm within two business days and send you return instructions. Please do not ship anything back before you receive them — unauthorised returns cannot be traced or processed.
Return shipping and refunds
When a return is approved under the conditions above, we pay the return shipping. You will never be charged to send back an item that arrived damaged, defective or incorrect.
Once we receive and inspect the item, we will either send a replacement or issue a refund to your original payment method. Refunds are processed within seven business days of receipt; your bank may take a few days more to display them.
If the item is out of stock and you prefer a refund to a replacement, tell us and we will refund you.
Cancelling an order
You can cancel an order at no cost at any time before it is dispatched. Contact us as quickly as possible with your order number. Once the parcel has left our warehouse, the policy above applies.
Your statutory rights
Nothing in this policy limits the rights you have under the consumer protection law of the United Arab Emirates. Where that law grants you a right to a remedy for a defective or non-conforming product, that right applies regardless of anything stated above.
Contact
Questions about an order or a return? Write to us through our contact page with your order number and we will come back to you within one to two business days.
Parfum Dubai Store — prices in AED, delivered across the United Arab Emirates.