FAQs [Frequently Asked Questions]

Frequently Asked Questions (FAQ)

Can't find what you're looking for? Email us at ads@oudalabraj.com and we'll get back to you within 24 hours.

🛍️ Orders & Purchasing

Q: How do I place an order on oudalabraj.com?
Simply browse our collection, select your preferred product and quantity, click "Add to Cart," and proceed to checkout. Fill in your delivery details, choose your payment method, and confirm your order. You will receive an order confirmation email shortly after.

Q: Can I modify or cancel my order after placing it?
Order modifications or cancellations can be requested within 12 hours of placing the order. Once the order has been dispatched, we are unable to make any changes. Please email ads@oudalabraj.com immediately with your Order ID if you wish to cancel or modify.

Q: Do I need to create an account to shop?
No, you can checkout as a guest. However, creating an account on oudalabraj.com allows you to track your orders, view your order history, and enjoy a faster checkout experience on future purchases.

Q: How will I know my order has been confirmed?
Once your order is successfully placed, you will receive an order confirmation email with your Order ID and a summary of your purchase. If you do not receive this within 30 minutes, please check your spam/junk folder or contact us at ads@oudalabraj.com.

Q: Can I place a bulk or wholesale order?
Yes, we do entertain bulk orders for events, gifting, corporate requirements, and wholesale. Please write to us at ads@oudalabraj.com with your requirements and we will provide a custom quote.

💳 Payments

Q: What payment methods do you accept?
We accept all major payment methods including:

  • UPI (Google Pay, PhonePe, Paytm, etc.)

  • Debit & Credit Cards (Visa, Mastercard, RuPay)

  • Net Banking

  • Cash on Delivery (COD) — available for select pin codes

  • Buy Now Pay Later (BNPL) — where applicable

Q: Is it safe to pay on your website?
Absolutely. Our website is secured with SSL encryption (HTTPS) and all payments are processed through PCI-DSS-compliant payment gateways. We do not store your card or banking details on our servers.

Q: Is Cash on Delivery (COD) available?
Yes, COD is available on select pin codes across India. The availability of COD will be shown at checkout based on your delivery location. A small COD convenience fee may apply for certain orders.

Q: My payment failed but the amount was deducted. What do I do?
If your payment was deducted but the order was not confirmed, the amount will be automatically refunded to your original payment source within 5–7 business days by your bank or payment gateway. If it is not reflected within 7 days, please email us at ads@oudalabraj.com with your transaction ID.

📦 Shipping & Delivery

Q: Where do you deliver?
We deliver across all major cities and towns in India. We also ship to select international locations including the GCC countries, South Asia, Europe, and the USA. Enter your pin code at checkout to confirm serviceability.

Q: How long does delivery take?

  • Metro cities: 3–5 business days

  • Tier 2 & 3 cities: 5–7 business days

  • Remote/North-East/J&K areas: 7–12 business days

  • International: 7–25 business days depending on destination

All timelines are counted from the date of dispatch, not order placement.

Q: How much does shipping cost?

  • Orders below ₹499 — Flat ₹60 shipping charge

  • Orders ₹499 and above — FREE Shipping

Q: How can I track my order?
Once your order is dispatched, you will receive a tracking number and courier link via email and/or WhatsApp. You can also track your order by logging into your account on oudalabraj.com and visiting "My Orders."

Q: My order is showing delivered but I haven't received it. What should I do?
First, check with neighbors, household members, or your building's security. If still not found, contact us at ads@oudalabraj.com within 48 hours of the marked delivery date with your Order ID. We will investigate with our courier partner and resolve the issue within 5–7 business days.

Q: My package arrived damaged. What should I do?
If your package is visibly damaged or tampered with, do not accept the delivery. Take a clear photo or video and email us at ads@oudalabraj.com within 48 hours of delivery. We will arrange a replacement or full refund promptly.

🔄 Returns & Refunds

Q: What is your return policy?
Due to the personal nature of fragrance products, we accept returns only in the following cases:

  • Wrong product delivered

  • Damaged or defective product received

  • Tampered or unsealed packaging upon delivery

  • Missing item from the order

We do not accept returns based on personal dislike of the fragrance, change of mind, or incorrect product selection by the customer.

Q: How do I initiate a return?
Email us at ads@oudalabraj.com within 48 hours of delivery with subject line "Return Request – Order #[Your Order ID]", along with clear photos/video of the issue. Our team will review and respond within 2 business days.

Q: When will I receive my refund?
Once your return is received and verified, refunds are processed within 5–7 business days to your original payment method. For COD orders, refunds are made via bank transfer. Please note that your bank may take additional 3–5 days to reflect the amount.

Q: Can I exchange a product?
We currently do not offer direct exchanges. To exchange, raise a return request for the eligible item and once refunded, place a fresh order for the desired product.

🌸 Products & Fragrances

Q: What is the difference between attar and perfume?
Attar (also called Ittar) is a traditional, alcohol-free concentrated fragrance oil derived from natural botanical sources such as oud, rose, sandalwood, and musk. It is applied directly to the skin in small quantities.

Perfume (Eau de Parfum/Eau de Toilette) is a blend of fragrance compounds, alcohol, and water, available in spray formats with varying concentration levels.

Oud Al Abraj offers both — traditional alcohol-free attars and contemporary perfume sprays.

Q: Are your attars alcohol-free?
Yes. All our attars and concentrated fragrance oils are 100% alcohol-free, making them ideal for daily use, prayer (namaz), and those who prefer a natural fragrance experience.

Q: How long do your fragrances last?
Longevity varies by product, concentration, and individual skin chemistry. In general:

  • Attars & concentrated oils: 6–12 hours on skin, longer on fabric

  • Perfume sprays (EDP): 6–10 hours depending on notes and concentration

Applying to pulse points (wrists, neck, behind ears) and on moisturized skin enhances longevity.

Q: How should I apply attar?
Apply a small amount (1–2 drops) using the dabber or stopper directly to pulse points such as the wrists, neck, behind the ears, and inner elbows. Avoid rubbing the fragrance in as it breaks down the scent molecules. A little goes a long way with attars.

Q: Are your products inspired by luxury brands?
Some of our fragrances may be inspired by well-known fragrance styles or scent profiles. These references are used only to help customers understand the general character of the fragrance. All our products are independently formulated using our own blends and are not replicas or counterfeits of any brand.

Q: Are your products safe for sensitive skin?
Our products are formulated for general use. However, if you have sensitive skin, allergies, or known fragrance sensitivities, we recommend performing a patch test on a small area of skin before full use. Discontinue use if irritation occurs and consult a dermatologist if needed.

Q: How should I store my attar or perfume?
To preserve the quality and longevity of your fragrance:

  • Store in a cool, dry place away from direct sunlight and heat

  • Keep the bottle tightly closed when not in use

  • Avoid storing in humid areas like bathrooms

  • Do not expose to extreme temperature changes

Q: Do your products have an expiry date?
Most of our attars and perfumes have a shelf life of 2–3 years from the date of manufacture when stored properly. The batch date and best-before information is mentioned on the product label or packaging where applicable.

🎁 Gifting & Packaging

Q: Do you offer gift packaging?
Yes, many of our products come in elegant gift-ready packaging. We also offer special gift sets and combo boxes that are perfect for occasions like Eid, Diwali, weddings, and birthdays. Look for the "Gift Set" category on our website.

Q: Can I add a personalized gift message?
Yes! During checkout, you can add a personal gift message in the order notes section. We will include a handwritten note with your order at no additional charge.

Q: Do you offer corporate gifting?
Yes, we cater to corporate gifting requirements for businesses, events, and employee gifting programs. For bulk corporate orders with custom packaging or branding, please write to ads@oudalabraj.com with your requirements.

📱 Account & Website

Q: How do I reset my password?
Click on "Login" on our website, then select "Forgot Password." Enter your registered email address and we will send you a password reset link. If you don't receive it, check your spam folder or contact us.

Q: How do I update my delivery address?
You can update your default delivery address by logging into your account and visiting the "Addresses" section. Address changes for an already-placed order must be requested before dispatch by emailing ads@oudalabraj.com immediately with your Order ID.

Q: Can I subscribe to get updates on new launches and offers?
Yes! Scroll to the bottom of our website to enter your email in the newsletter subscription box. You can also follow us on Instagram and Facebook for daily updates, new product launches, and exclusive offers.

📞 Contact & Support

Q: How can I contact Oud Al Abraj?
Email: ads@oudalabraj.com
Website: oudalabraj.com
Support Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST
Response Time: Within 24 hours on business days

Q: Do you have a physical store?
We are currently an online-only brand. All orders are placed and fulfilled through oudalabraj.com. Stay tuned for updates on any future retail presence.

Didn't find your answer here? Write to us at ads@oudalabraj.com and our team will be happy to help.