Shipping & Returns

SHIPPING & RETURNS

IMPORTANT!

Please note that during the busy months of November, December, and January, delivery times may be slightly longer than usual due to high order volumes. Orders will be shipped out within one week instead of our usual 2-day processing time.

Delivery time is usually between 1-3 working days (after the processing time of making your order ready). You will receive an email as soon as you order has been packed and shipped out!

We appreciate your understanding and patience during this period!

Shipping Transit Time

Please be aware that the transit time for your shipment may be affected by customs processing, which can take up to two weeks. While customs clearance is typically much quicker, often just a few hours, we advise preparing for the possibility of a longer wait. Unfortunately, we have no control over the customs processing time in the destination country.

Physical Address Required: We do not ship to P.O. boxes. For successful delivery, please provide a physical address when placing your order.

Estimated Delivery Times
The delivery times we provide are estimates, and we're happy to report that they are accurate 99% of the time.

Order Processing and Shipping
Your custom oils will be dispatched after you've submitted your online consultation and Afsennah, our certified specialist, has selected the optimal formulation for you. This selection and preparation process typically takes 1-2 business days.

Shipping Schedule
Afsennah ships orders during business days, which are Monday through Friday, excluding public holidays. Consultations submitted on a Friday will be processed on the next business day.

Damaged Shipments
If your Afsennah package arrives damaged, please retain the shipping box, the products, and all original packaging. Report the damage to us within three days of receipt by emailing customerservice@afsennah.com with your order number and photos of the shipping box, shipping label, and damaged items.

Address Changes and Additional Costs
If your order has already shipped and you need to change the delivery address, any additional charges from DHL/UPS will be your responsibility. You can usually update your address directly with DHL/UPS using the tracking number provided.

Courier Communication and Customs Fees
Stay proactive in tracking your order. The courier may contact you for additional information or to collect customs fees before delivery. Failure to respond promptly may result in your order being returned to us. Please note that in such instances, refunds will not be provided. We can resend the shipment, but any additional shipping costs will be at your expense.

Customs Fees and VAT
Customs fees, tariffs, and duties are not included in our pricing. Customers in the UAE will pay a standard 5% VAT upon checkout.

Brexit Implications for UK Orders: Due to Brexit, UK orders valued at £125 or more may incur additional customs fees and clearance costs. Keep in mind that the total value of combo deals may be assessed higher than the retail price by UK customs, potentially resulting in customs charges even if your order's total value was below the £125 threshold.

Package Value Declaration
Please note that we cannot comply with requests to declare your package for a value different from the total amount paid at checkout.

Returns & Cancellation Policy:

Custom Oils:
If you need to cancel an order, please reach out to us at customerservice@afsennah.com immediately. Due to the personalized, ready-to-order nature of our custom oils, we cannot cancel your order once your online consultation has been submitted. However, if you have not completed your online consultation, you are free to cancel your order within 14 days of placing it.

Other Products:
For our other products, you may cancel your order within 14 days after it has been placed. Please note that for hygiene reasons, the following items can only be returned if they remain unopened and in their original plastic wrapping:

Microfiber Towel Set
Silk Scrunchies
Silk Pillowcase

Keep in mind that you will be responsible for the return shipping costs. We will issue a refund after we receive and inspect the returned products. Since we have different centers where you can return your order, please email us so we can check which center is the most closed to you.

We are committed to ensuring your experience with us is positive and appreciate your understanding of our policies.