Shipping policy

At Scentastic Perfumes LLC, we aim to deliver your fragrances promptly and with care. This policy explains our delivery coverage, processing times, shipping charges, and what to do if you experience a delivery issue.

1. Delivery Coverage

We currently deliver to addresses within the United Arab Emirates only. International shipping is not available at this time.

2. Delivery Times

We aim to provide next-day delivery within the UAE, subject to order confirmation, product availability, processing time, and courier schedules.

Next-day delivery is an estimate and is not guaranteed. Orders confirmed after our daily dispatch cut-off may be processed on the following business day. Please contact us before ordering if you need delivery by a specific date or wish to confirm the applicable cut-off time.

Weekends, UAE public holidays, remote delivery locations, and circumstances beyond our reasonable control may affect delivery times.

3. Shipping Charges

Standard delivery is free on all orders within the UAE.

If an order requires re-delivery following an unsuccessful delivery or return to sender, an additional charge may apply as explained in Section 7. Any applicable re-delivery charge will be communicated to you for agreement before arrangements are made.

4. Order Confirmation and Processing

Orders are processed after successful confirmation and payment authorization, where applicable. Cash-on-delivery orders may require confirmation of your contact information and delivery details before dispatch.

Orders may be subject to availability checks or verification. Missing or incorrect information may delay processing.

If an item becomes unavailable or we identify an issue affecting dispatch, we will contact you to discuss the available options. We will obtain your agreement before substituting an item.

5. Shipment Tracking

Once your order has been dispatched, tracking details or delivery updates may be provided by email, SMS, WhatsApp, or the courier’s notification service.

Tracking information may take some time to update after the shipment is handed to the courier. If you need assistance locating your order, please contact us with your order number.

6. Delivery Information and Address Changes

Please provide a complete and accurate delivery address, including:

Recipient’s full name.
Building or villa number and apartment number, where applicable.
Street, area, and emirate.
A valid UAE contact number.
Nearby landmarks or a location pin, where helpful.

If you need to change your delivery address or contact details, contact us as soon as possible. We will try to accommodate changes before dispatch. Changes requested after dispatch depend on courier availability and may delay delivery.

7. Unsuccessful Delivery Attempts

Please ensure that you or an authorized recipient is available to receive the order and that the courier can reach you using the contact details provided.

Delivery may be unsuccessful if the address is incomplete or incorrect, the recipient is unavailable, or the courier cannot contact the recipient.

Additional delivery attempts may be arranged according to the courier’s procedures. If the shipment is returned to us, please contact us to discuss re-delivery or the next steps for your order.

Any proposed re-delivery charge will be explained and agreed with you in advance.

8. Delivery Delays

Although we work to meet our delivery targets, delays may occur due to:

Courier capacity or operational disruptions.
UAE public holidays.
Severe weather, traffic, or road restrictions.
Incorrect or incomplete delivery information.
Order verification or stock availability issues.

If we become aware of a significant delay, we will make reasonable efforts to inform you. If your order has not arrived within the expected timeframe, please contact us so we can investigate with the courier.

9. Damaged, Incorrect, or Missing Items

Please check your order upon receipt. If an item arrives damaged, is incorrect, or is missing, contact us as soon as reasonably possible.

To help us investigate, please provide your order number, a description of the issue, and clear photographs of the relevant items, packaging, and shipping label where available. A video may also be helpful if you have one.

Please retain the packaging and affected items while we review the issue. We will investigate and arrange an appropriate resolution. Returns and refunds are also subject to our Returns and Refund Policy and applicable consumer rights.

10. Shipments Marked as Delivered but Not Received

If tracking shows that your order has been delivered but you have not received it, please check with household members, building reception, security, or anyone authorized to accept the order.

If you still cannot locate it, contact us promptly with your order number so we can investigate with the courier.