FAQs
Frequently Asked Questions
Shopping
How do I burn bakhoor and oud chips safely?
Place a small piece of bakhoor paste or a few oud chips on lit charcoal in a proper incense burner, standing on a heat-resistant surface. Burn in a ventilated room, never leave it unattended, and keep it well away from children, pets and curtains. Let the burner cool completely before you move it or empty the ash.
Do you deliver outside the UAE?
Yes. We deliver to Saudi Arabia, Qatar, Bahrain, Kuwait and Oman for a flat AED 200, usually within five to ten working days. We do not currently ship beyond those five countries and the UAE, but if you are elsewhere write to Support@alkumaiti.com and we will tell you honestly whether we can help.
Can I track my order?
Yes. You will receive a tracking reference by email as soon as your parcel is dispatched. You can also check progress at any time from our Order Tracking page, or by logging in to My Account.
How much is delivery and how long does it take?
Delivery within the UAE is a flat AED 35 anywhere in the country, with no minimum spend, and takes two to four working days after dispatch. Delivery to Saudi Arabia, Qatar, Bahrain, Kuwait and Oman is a flat AED 200 and takes five to ten working days, depending on customs. Both rates include VAT, and we dispatch within one working day.
How do I place an order?
Browse the shop, add what you want to your cart and go to checkout. Enter your delivery address and a phone number the courier can reach, choose how you would like to pay, and confirm. You will get a confirmation email straight away and a tracking reference once your parcel leaves us.
Payment
Can I use more than one payment method for a single order?
No, each order is paid with a single method. If you would like to split a larger purchase you can place it as two separate orders, though note that the delivery charge applies to each order.
When will I be charged for my order?
Card payments are taken when you place the order. If you pay by bank transfer we dispatch once the funds clear. With cash on delivery you pay the courier when your parcel arrives, and nothing is taken beforehand.
Is it safe to enter my card details on your website?
Yes. Card payments are handled entirely by our payment provider over an encrypted connection, and we never see or store your card number. We will never ask you for a PIN, a security code over the phone, or a one-time password. Treat any message that does as fraudulent, and please report it to us.
What payment methods do you accept?
You can pay by cash on delivery, credit or debit card, or bank transfer. All prices are shown in UAE Dirhams and include 5% VAT. Delivery is charged separately at a flat AED 35 within the UAE, or AED 200 to Saudi Arabia, Qatar, Bahrain, Kuwait and Oman.
Returns
Do I have to pay for return shipping?
If we sent the wrong item, or it arrived damaged or faulty, we cover the full cost of the return. If you simply changed your mind, the return shipping is yours to arrange and pay for. Your original delivery was free, so nothing is deducted from your refund for it.
Are there any items that cannot be returned?
Yes. Perfume, oud chips and bakhoor that has been opened, unsealed or used cannot be accepted back, for hygiene reasons. Anything still sealed in its original packaging can be returned within 14 days, and that includes items bought on promotion. If a product reached you damaged or faulty, the unopened condition does not apply and we will put it right.
How do I start a return?
Email Support@alkumaiti.com within 14 days of delivery, quoting your order number and telling us which item you want to return. We will reply with instructions and the return address. Please contact us before sending anything back, as unannounced returns are difficult to identify and that delays your refund.
Take a look through our FAQs, and if you don't find what you're looking for, feel free to reach out to our support team for further assistance. Happy browsing!
