SHIPPING AND DELIVERY POLICY
Which countries do you ship to?
Heaven Scent ships to most countries around the world. The prices of shipping to each country is based on the quantity ordered and the delivery address. The cost of shipping your item/s will be clearly stated during the checkout process - prior to payment.
However, please note that shipping is free, to all main areas in the UAE, on orders above AED 350. Remote areas in the UAE (only) will be charged extra and this is highlighted during the checkout process.
Why do you charge for shipping when some other companies don’t?
Simply put, this is because our aim is to be transparent with how we charge for our products. Instead of hiding the cost of shipping into the price of each product, we want to separate the costs so you know exactly what you are paying for.
Also, most other companies will charge for shipping unless a minimum spend threshold is reached. As a UAE based company, we are able to ship free within the UAE (exlcuding remote areas) for orders over AED 350.
For international shipping, we try to keep rates as low as possible. As such, we have extensively researched shipping rates from a number of companies and have selected the best companies, with the most competitive rates and who offer a high level of service.
How are the items packed and shipped?
Depending on which day your order is placed, it will be fulfilled and prepared for the shipment company to dispatch the same day. Each item is carefully checked and then wrapped by hand by the Heaven Scent customer service team.
How long will the items take to ship?
- Local delivery within the UAE will generally take between 2-3 days.
- GCC orders will generally be delivered within 3 - 5 days.
- International orders will generally be delivered within 5 - 7 days.
Please note, this is not a guaranteed delivery period. With international shipments, you may experience unexpected delays due to customs checks, which can sometimes take up to 1-2 weeks.
Once the items are dispatched by the courier, you will receive an email with your tracking number so you can track your shipment.
Will I be charged customs duty?
When an order is shipped, any and all costs incurred relating to customs duty, clearance charges or any other local fees will be the responsibility of the customer / receiver of the order.
If the items are returned or exchanged, the import duty or any other customs clearance charges, will again have to be paid for by the customer. However, if the item/s are damaged, all costs relating to shipping and customs duty will also be returned to the customer.
If you need more details about customs duty charges, we suggest you speak to your local customs authority for further details before placing an order.
What if the courier tries to deliver when I am out of the house?
The courier will first call you and fix a convenient time for delivery. You can ask the courier to deliver the item/s to an alternative address (such as a work address) to the one provided on the shipping order, if there is a scheduling issue. However, the cost of shipping to this alternative location, should not exceed what you have already paid for.
What if I don’t receive my order?
If you don’t receive your order within the timescales as outlined above, please take the following steps:
- Firstly, please check the tracking number you have been provided with, so you can check the status of your order. The item/s may still be in transit. You can also contact the courier company to confirm this.
- If your items are not showing as in transit, then please contact our customer services team on email@example.com and we will look into this immediately.
- Please make sure you include your original confirmation order and the tracking number that was sent to you.
What if my order has been lost?
We cannot refund or replace lost items until 30 working days after the date of dispatch, until which time the courier company officially categorises items as lost.
Items not received, but tracked as being delivered, frequently happens when items are delivered to someone else who has signed for it at the delivery address. Please note that we can’t refund or replace items that are tracked as being delivered.
Providing the correct delivery address is the responsibility of the customer / receiver of the goods. We cannot take responsibility for delivery of goods to an incorrect but deliverable address or delivery to a non-existent address.
Refunds will not be processed for lost or delivered goods when an incorrect address has been provided by the customer.