Login

Cart

Your cart is empty

Shipping Policy

1. Processing & Fulfillment Timelines

  • Standard Processing: All orders are processed within 3 business days (Monday–Friday, excluding holidays) unless stated otherwise on the project page. We encourage all customers to read all information on the product page as it will specify any delays or shipment timelines if applicable.

  • High-Volume Releases: During new collection launches or restocks, processing may take up to  2 weeks due to extreme demand. Please refer to specific product pages for real-time updates. 

  • Tracking: Tracking numbers are generated at the time of label creation. Please allow 24–72 hours for the carrier’s system to reflect the first "scan." We cannot provide additional information until this initial window has passed.

2. International Shipping & Customs (DAP/DDU)

  • Customer Responsibility: If your order is delivered by DHL, it is DDU (Delivered Duty Unpaid). Kheir Fragrance House is not responsible for any customs duties, VAT, import taxes, or brokerage fees levied by the destination country. Duties fall under the responsibility of the customer. If your order is fulfilled by Aramex via Quiqup, the order is DDP, you will be charged duties automatically upon checkout.

  • Refused Shipments: If a customer refuses a package due to customs charges, the original shipping fee and any return-to-sender fees incurred by Kheir will be deducted from any potential refund.

  • Delays: We are not liable for delays caused by local customs clearance processes or international carrier backlogs.

3. Lost or Stolen Packages

    • Carrier Responsibility: Once an order is scanned as "Accepted" or "In Transit" by the carrier, Kheir Fragrance House is not responsible for lost, stolen, or misplaced packages. Liability for the physical delivery of the goods rests solely with the shipping provider.

    • The Reporting Window: Any claims for missing packages must be reported to care@kheirfragrancehouse.com within 5 business days of the "Delivered" timestamp. We cannot honor any inquiries or investigations for packages reported after this 5-day window.

    • Mandatory Search Period: If your package is marked as "Delivered" but you cannot locate it, we require a 36-hour waiting period before an investigation can be opened. Carriers often scan items prematurely; 90% of "missing" packages appear within this window.

    • Case-by-Case Resolution: While Kheir is not legally liable for carrier errors or "porch piracy," we value our community. All missing package claims are reviewed on a strictly case-by-case basis. *Requirements for Review: To be considered for a one-time courtesy replacement (pending stock availability), the customer must provide:

      1. A formal claim/investigation number from the carrier.

      2. Verification that the shipping address was input correctly at checkout.

      3. (Optional but recommended for high-value items) A copy of a local police report for suspected theft.

4. Damaged Goods & "Return-to-Verify" Policy

To prevent fraudulent damage claims, we strictly enforce a "Return-to-Verify" protocol:

  1. Notification: Issues must be reported to care@kheirfragrancehouse.com within 48 hours of delivery.

  2. Evidence: You must provide clear photos of: (a) The damaged product, (b) The internal packaging/padding, and (c) The external shipping box with the label visible.

  3. Mandatory Return: To receive a replacement or refund, the damaged item must be shipped back to our facility. Kheir will provide a prepaid return label.

  4. Condition: If a product is returned and found to be tampered with, or if the "damage" does not match the provided photos, we reserve the right to deny the replacement and charge for the return shipping.

5. Incorrect Address & Order Modifications

  • Accuracy: It is the customer's responsibility to ensure the shipping address is correct at checkout. Kheir is not responsible for packages delivered to an incorrectly input address.

  • Redirects: If a package is returned to us due to an insufficient address, the customer will be responsible for the cost of re-shipping.

6. Limitation of Liability (Force Majeure)

Kheir Fragrance House is not liable for fulfillment failures caused by events beyond our control, including but not limited to: extreme weather, natural disasters, global logistics "Acts of God," or civil unrest. Shipping fees are non-refundable under these circumstances.

7. International Shipping Customers

Kheir Fragrance House partners with QuiqUp to fulfill certain locations internationally.

Countries fulfilled by QuiqUp: Bahrain, Iraq, Jordan, Kuwait, Oman, Saudi Arabi;a, Qatar, Austria, Czech, Denmark, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Sierra Leone, Slovakia, Slovenia, Sweden, Switzerland, UK