Shipping and Returns

Last updated: 13 September 2026

Every Al Kumaiti order is packed by hand at our premises in Ajman. Glass bottles, agarwood chips and bakhoor paste each need different protection, so we pack them accordingly. This page explains where we deliver, how long it takes, and what to do if something needs to come back to us.

Where We Deliver

We deliver across all seven emirates of the United Arab Emirates: Abu Dhabi, Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah. We also deliver to five neighbouring Gulf countries.

  • United Arab Emirates — AED 35 flat, anywhere in the country, with no minimum spend.
  • Saudi Arabia, Qatar, Bahrain, Kuwait and Oman — AED 200 flat.

Both rates are final and include VAT. The delivery charge shown at checkout is what you pay, with nothing added afterwards. We do not currently deliver outside these six countries.

Dispatch and Delivery Times

  • Order confirmation — immediately by email once your order is placed.
  • Dispatch — within one working day of confirmation.
  • Delivery within the UAE — two to four working days from dispatch.
  • Delivery to Saudi Arabia, Qatar, Bahrain, Kuwait and Oman — five to ten working days from dispatch, depending on customs clearance.

Working days are Monday to Friday, excluding UAE public holidays. Orders placed over a weekend are prepared on the next working day. During Ramadan, Eid and national holidays, courier networks slow down across the country and delivery may take longer than usual. We will tell you if we expect a delay rather than leave you guessing.

Tracking Your Order

You will receive a tracking reference by email as soon as your parcel leaves us. You can also check progress at any time from the Order Tracking page, or by logging in to My Account.

If Delivery Fails

Our courier will normally attempt delivery twice and will call the number you provided at checkout. Please make sure that number is correct and reachable, as an unreachable phone is the most common reason a parcel is returned to us.

If a parcel comes back to us because the address was incomplete, nobody was available, or the courier could not make contact, we will hold it and get in touch. We are happy to send it out again at no extra cost. If you would rather cancel at that point, we will refund you in line with our Refund Policy.

Returns

You may return an item within 14 days of receiving it, provided it is unused, unopened and still in its original sealed packaging.

Fragrance is a personal and hygienic product. Once a bottle is unsealed, or a pack of oud chips or bakhoor paste is opened, we cannot resell it and cannot accept it back. This is standard practice for fragrance houses and it protects every customer who buys from us.

Being on promotion does not affect your right to return an item. Discounted and sale-priced products carry exactly the same 14-day protection as everything else we sell.

How to Start a Return

  1. Email Support@alkumaiti.com within 14 days of delivery, quoting your order number.
  2. Tell us which item you are returning and why. A photograph helps if the item arrived damaged.
  3. We will reply with return instructions and the address to send it to.
  4. Pack the item securely in its original packaging and send it back.

Please do not send anything back before contacting us. Unannounced returns can go unidentified at our warehouse, which delays your refund.

Items We Cannot Accept Back

  • Perfume bottles that have been opened, unsealed, sprayed or used.
  • Agarwood (oud) chips or bakhoor paste where the seal or pouch has been opened.
  • Items returned after the 14-day window has closed.
  • Items returned without their original packaging, or damaged after delivery.
  • Products bought from a retailer or reseller rather than directly from this website.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, leaking, or is simply not what you ordered, contact us within 48 hours of delivery with your order number and photographs of the item and its packaging.

These cases are on us. We will arrange collection at our cost and send a replacement or issue a full refund, whichever you prefer. The 14-day unopened condition does not apply here, for the obvious reason that you cannot inspect a damaged item without opening it.

Who Pays for Return Shipping

  • Our error — damaged, faulty or incorrect items: we cover the full cost of return.
  • Change of mind — the return shipping cost is yours to arrange and pay. The delivery charge you paid on the original order is not refunded.

Refunds

Once your return reaches us we inspect it within two working days and confirm the outcome by email. Full details of how and when you are paid are set out in our Refund Policy.

Questions

Email Support@alkumaiti.com or call +971 6 563 0272. We are based in Alhmaidya, Ajman, United Arab Emirates.