Returns, refunds & cancellations

Fragrance is a personal-care product, so for hygiene and safety reasons we do not accept returns, exchanges or refunds for a change of mind — whether the decant has been opened or not, and including if you don't like the scent. This does not apply to damaged, faulty, incorrect or missing items (see section 2).

New to a fragrance? Start with the smallest size to get to know it before choosing a larger one.

• Damaged or leaking: if a decant arrives broken, leaking or damaged in transit, we will send a free replacement — or refund it if you prefer, or if the fragrance is out of stock.
• Wrong fragrance or size: if you receive a different fragrance or size from the one you ordered, we will send the correct item at our cost. We may ask you to return the wrong item, also at our cost.
• Missing items: if something is missing, we will send it once we have checked your order, or refund it.
• Faulty product: if a decant is defective (for example, the sprayer does not work), we will replace or refund it.

Please contact us within 48 hours of delivery with your order number, a clear photo of the problem (including the outer packaging if it is damaged) and a short description. Reporting quickly lets us claim from the courier; if you notice a fault later, contact us anyway and we will review it fairly.

Fragrances contain ingredients that can cause irritation or allergic reactions in some people. Please check the ingredients where available and patch-test on a small area of skin first. An opened decant cannot be refunded because of a reaction, but please stop using it, seek medical advice if needed and let us know — we will look at each case individually.

• Before dispatch: cancel it yourself from Account → Orders, or contact us, and your payment is refunded in full.
• After dispatch: the order can no longer be cancelled. You may refuse the delivery; once the parcel is back with us, we refund the product price minus the original delivery fee and any return fee the courier charges us.
• If we cancel an order ourselves (for example because an item is out of stock or there is a pricing error), you receive a full refund.

Most orders arrive within 2–3 business days. If yours has not arrived within 7 business days of dispatch:

• check its status in Account → Orders;
• contact us with your order number;
• we will trace the parcel with our courier;
• if it cannot be found, we will resend your order or give you a full refund — your choice.

If a parcel comes back to us because of an incorrect or incomplete address, repeated failed delivery attempts, refusal without a valid reason, or no one being available to arrange delivery with the courier, we will contact you to offer:

• re-delivery, once you pay a new delivery fee; or
• a refund of the product price, minus the original delivery fee and any return fee the courier charges us.

Please check your address and phone number before placing your order.

• Refunds go back to your original payment method (card, Apple Pay or Google Pay) through Stripe and usually appear within 5–10 business days, depending on your bank.
• Your order shows Refund pending while we process the refund and Refunded once it has been issued, and we will email you when it is done. If you don't see the money within the expected time, please check with your bank first, then contact us.

Items bought at an offer price or as part of a combo follow the same rules. Refunds are based on the price you actually paid; if only one item in a combo is affected, we will replace it or refund its proportional share of the combo price.

If you received an order as a gift and it is damaged, leaking or incorrect, please ask the person who placed the order to contact us with the order number. Replacements and refunds are handled with the original buyer.

Email alshiraatradingllc@gmail.com or use our Contact page, quoting your order number. Our team is available Monday to Saturday, 9 AM – 6 PM (UAE time) and aims to reply within one business day.

We may update this policy. The version in force when you placed your order applies to it; the date at the top shows the latest update.