Frequently Asked Questions

You can place an order directly through our website at www.oudaholic.com (Product Tab to explore), or contact us via WhatsApp at +971 50 6116267. Simply browse our collections, add items to your cart, and proceed to checkout.

We accept multiple payment methods for your convenience:

• Credit/Debit Cards (via Stripe)
• Apple Pay
• Google Pay
• Tabby (Buy Now, Pay Later)
• Bank Transfer

Yes, absolutely. We use secure payment gateways including Stripe to process all transactions. Your payment information is encrypted and never stored on our servers.

Yes! Tabby allows you to split your purchase into interest-free instalments. Simply select Tabby at checkout and follow the instructions.

We ship to all GCC countries:

• United Arab Emirates (UAE)
• Saudi Arabia
• Kuwait
• Oman
• Qatar

Within UAE: 2-3 working days

GCC Countries: Delivery times vary based on destination country. Please allow additional time for customs clearance.

While we strive to meet our delivery timelines, we work with third-party delivery partners and cannot guarantee exact delivery dates. We are not liable for delays caused by the shipping company, customs, or unforeseen circumstances.

Shipping fees are calculated at checkout based on your location and order size. Please note that shipping fees are non-refundable unless the return is due to an error from our side.

Yes! Once your order ships, you'll receive a tracking number via email or WhatsApp so you can monitor your delivery.

Refunds may be issued if:

• The product is damaged or defective upon arrival (must be reported within 24 hours with photos/videos)
• The wrong product was delivered
• A refund request is made within 2 days of receiving the order, and the item is unused and in original packaging

The following items are non-refundable:

• Opened or used perfumes, oud oils, or any altered products
• Orders made using discounts, promotions, or gift vouchers (unless damaged)
• Shipping fees (unless return is due to our error)

Refund processing times depend on your payment method:

• Bank Transfer: 7-10 business days (bank fees may be deducted)
• Stripe (Credit/Debit Card): 7-14 business days (Stripe transaction fees are non-refundable)
• Tabby: Refund reflects in your Tabby account (Tabby service fees may not be refundable)

Contact our customer service team via:

• WhatsApp: +971 50 692 4909
• Email: customer-services@oudaholic.com

Please provide your order number, reason for return, and supporting photos/videos if applicable.

Customers are responsible for return shipping fees unless the return is due to an error from Oudaholic (damaged, defective, or wrong item sent).

We offer an extensive range of premium oud products:

• Oud Oils: Pure, concentrated oud essences
• Perfumes: Luxury fragrances featuring oud and complementary notes
• Oud Wood & Chips: Authentic agarwood for burning
• Bukhoor: Traditional Arabian incense

Yes! All our products are carefully sourced from trusted suppliers and rigorously tested to ensure authenticity and quality. We are committed to providing only genuine, high-quality oud products. 

For Perfumes & Oud Oils:

• For external use only
• Apply to pulse points (wrists, neck, behind ears)
• Avoid contact with eyes and broken skin
• Do not ingest
• Store in a cool, dry place away from direct sunlight
• Open the bottle and allow the oud oil to breathe, letting its aroma naturally develop and deepen over time. (around 6 hours daily for 2-3 days)

For Oud Chips and Bukhoor:

• Use only with a safe, heat-resistant incense burner
• Place on a stable, fire-safe surface
• Never leave burning chips unattended
• Keep away from children, pets, and flammable materials
• Ensure proper ventilation
• Allow the charcoal to cool for 15 minutes before applying oudwood on it.
• Allow ashes to cool completely before disposal

If you experience skin irritation or any allergic reaction, discontinue use immediately and consult a physician. Keep all products out of reach of children and pets.

Yes, perfumes contain alcohol and are flammable. Keep them away from open flames, heat sources, and direct sunlight.

You can checkout as a guest, but creating an account allows you to track orders, save preferences, enjoy a faster checkout experience and benefit fro the loyalty and points program.

We take your privacy seriously. All personal information is encrypted and stored securely. We only collect information necessary to process your orders and improve your shopping experience. For full details, please read our Privacy Policy.

We only share information with trusted service providers (payment processors, shipping companies) necessary to fulfill your order. We never sell your personal information.

We're here to help! Reach us via:

• WhatsApp: +971 50 6116267
• Email: customer-services@oudaholic.com
• Contact Page: Visit our Contact page

Our online store is open 24/7. Customer service inquiries are typically responded to within 24 hours during business days.

Monday to Sunday 09:00 - 20:00 UAE Time

While we strive to ensure all product descriptions, pricing, and availability information is accurate and up-to-date, occasional discrepancies may occur. If you notice any inconsistencies, please contact us for clarification.

Please contact us via WhatsApp or email to inquire about special packaging requests for gifts or special occasions.

Please contact us immediately via WhatsApp (+971 50 692 4909) if you need to cancel or modify your order. We'll do our best to accommodate your request if the order hasn't been processed or shipped yet.