Shipping Policy

Last updated: 18 July 2026

At Dubai Aroma, we know the excitement of waiting for a new fragrance. That is why we carefully prepare every order and work with trusted courier partners to deliver your perfumes safely and as quickly as possible.

This Shipping Policy applies to orders placed through www.dubai-aroma.co.za.

1. Where We Deliver

We currently deliver to valid residential and business addresses throughout South Africa. At this time, we do not offer international delivery.

Some farms, rural areas, townships, remote locations and areas outside standard courier routes may require additional delivery time. If a courier cannot service your address, we will contact you to arrange a suitable alternative.

2. Delivery Options and Charges

The delivery methods available for your order will be shown at checkout.

Standard Delivery

  • Cost: Free
  • Estimated delivery time: 4–7 working days

Express Delivery

  • Orders below R999: R70
  • Orders of R999 or more: Free
  • Estimated delivery time: 2–3 working days

The free express-delivery threshold is calculated on the value of qualifying products after discounts and before any separately charged delivery fees. Delivery prices and available methods displayed at checkout are authoritative for the specific order and delivery address.

3. Processing and Dispatch

Orders are normally processed within 1–2 working days, subject to successful payment and stock verification.

Orders placed after our daily processing cut-off, over a weekend or on a South African public holiday will begin processing on the next working day. A working day is Monday to Friday, excluding South African public holidays.

During major promotions, Black Friday, December holidays, new product launches or periods of unusually high order volume, processing may take slightly longer. We will always make every reasonable effort to dispatch your order promptly.

4. Delivery Estimates

Delivery times are estimates rather than guaranteed appointment times. They may vary according to:

  • Your delivery location and the delivery method selected
  • Courier capacity and remote-area routing
  • Public holidays and peak shopping periods
  • Severe weather, road closures or service disruptions
  • Incorrect or incomplete delivery information
  • Security or payment-verification requirements

Most express orders are targeted for delivery within 2–3 working days. However, circumstances outside Dubai Aroma’s reasonable control may occasionally cause delays. A courier delay does not automatically mean that a parcel has been lost. If your delivery is taking longer than expected, please contact us and we will assist with tracking and courier follow-up.

5. Tracking Your Order

Once your parcel has been dispatched, you will receive tracking details by email, SMS or another available communication channel. Tracking information may take several hours to become active after the courier has collected your parcel.

Please use the tracking link provided to follow the delivery. If your tracking has not updated for an extended period, contact Dubai Aroma so that we can raise an enquiry with the courier.

6. Delivery Addresses

Please ensure that your delivery address, postal code, contact number and recipient details are complete and correct before submitting your order. Where possible, provide:

  • A street address rather than a PO box
  • The building, complex or unit number
  • Any access code or security instructions
  • A contact number on which the recipient can be reached during delivery hours

If you notice an address error, contact us immediately. We will try to correct the address before dispatch, but we cannot guarantee that changes can be made once an order has entered fulfilment or been handed to the courier.

Dubai Aroma cannot accept responsibility for delays or failed delivery caused by incorrect or incomplete information supplied by the customer. Additional courier charges resulting from an incorrect address, redirection or reshipment may be payable by the customer.

7. Receiving Your Parcel

Please ensure that you or an authorised person is available to receive the parcel at the delivery address. The courier may contact the recipient, request a signature, record proof of delivery or leave the parcel with an authorised person, security desk or reception area where reasonably appropriate.

If nobody is available, the courier may attempt another delivery or contact you to make alternative arrangements. Additional charges may apply if a parcel must be repeatedly delivered, redirected or returned because the courier could not complete delivery.

8. Stock Availability

Dubai Aroma sells products through both its online store and physical retail locations. Although our inventory systems are regularly updated, a product may occasionally become unavailable before an online order is fulfilled.

If an item cannot be supplied, we will contact you promptly and offer an appropriate solution, which may include:

  • Dispatching the available items separately
  • Offering a suitable replacement with your approval
  • Waiting for replenishment with your approval
  • Refunding the unavailable item
  • Cancelling and refunding the affected order where necessary

We will never substitute a fragrance without your agreement.

9. Split Shipments

An order containing several products may occasionally be dispatched in more than one parcel. This may happen when products are fulfilled from different stock locations or when separating the shipment will prevent unnecessary delays.

Where applicable, separate tracking details will be provided. You will not be charged an additional delivery fee solely because Dubai Aroma chooses to split an order.

10. Damaged Parcels, Leaks or Incorrect Items

Please inspect your order as soon as it arrives. If the parcel or product is damaged, leaking, defective or incorrect, contact us within 24 hours of delivery wherever reasonably possible.

Please provide:

  • Your order number and a description of the problem
  • Clear photographs of the outer courier packaging and shipping label
  • Photographs or video showing the damaged or incorrect product
  • Photographs of any internal protective packaging

Please retain the product and all packaging until we have completed our assessment. Disposing of the packaging before the courier claim is assessed may make the investigation more difficult. We will review the issue and provide an appropriate remedy in accordance with our Refund Policy and applicable South African consumer law.

11. Missing or Lost Parcels

If tracking shows that your parcel was delivered but you have not received it, please first check with other members of your household, your building reception or security desk, neighbours and any authorised recipients.

If the parcel is still missing, contact us as soon as possible. Where a parcel appears to be delayed or lost in transit, Dubai Aroma will open an investigation with the courier. Courier investigations may take time because delivery scans, driver records and proof-of-delivery information must be reviewed.

If the parcel is confirmed as lost, we will arrange an appropriate replacement or refund, subject to stock availability and the outcome of the investigation.

12. Failed, Refused or Returned Deliveries

A parcel may be returned to Dubai Aroma if the address is incorrect or incomplete, the recipient cannot be contacted, delivery is repeatedly unsuccessful, the parcel is refused, the courier cannot safely access the location or the parcel is not collected within the courier’s required period.

Once the parcel has been returned and inspected, we will contact you regarding redelivery or another appropriate resolution. Where the failed delivery resulted from incorrect information, refusal or circumstances within the customer’s control, the customer may be responsible for the original return charge and any new delivery fee. This does not affect rights that cannot lawfully be excluded under the Consumer Protection Act.

13. Order Changes and Cancellations

If you need to change or cancel an order, contact us immediately. We will do our best to assist, but an order cannot always be changed or cancelled after it has been packed, dispatched or transferred to the courier.

If the parcel has already been dispatched, the matter may need to be handled as a return under our Refund Policy.

14. Events Outside Our Control

Dubai Aroma will make every reasonable effort to deliver orders within the estimated timeframe. However, we cannot guarantee delivery dates where delays are caused by events outside our reasonable control, including courier disruptions, severe weather, road closures, civil unrest, strikes, public-health restrictions, system failures, peak-season volumes or other force-majeure events.

Where possible, we will communicate significant known delays and assist customers with courier follow-up.

15. Returns and Refunds

Shipping-related returns, exchanges and refunds are handled according to our Refund Policy.

Please contact Dubai Aroma before sending a product back. Parcels returned without prior authorisation or identifying information may be delayed or difficult to process.

16. Your Consumer Rights

Nothing in this Shipping Policy is intended to exclude, restrict or replace any rights or remedies available to you under the Consumer Protection Act 68 of 2008 or any other applicable South African law.

17. Contact Dubai Aroma

For delivery assistance, tracking enquiries or damaged-parcel reports, please contact us:

When contacting us about an existing order, please include your order number so that we can assist you quickly.

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