Refund policy

We aim to dispatch all orders from Sunday to Thursday within 24 to 48 hours. Please note that any orders that are placed during public holidays will be sent afterwards on the first or second working day.

We are offering free shipping via Oman post with tracking number and it may not working in some countries but it will deliver within 3 weeks to 4 weeks maximum.

We are available to answer your requests and assisting you 7/24.

We are offering upgrade shipping service to Express with addition extra fees to cover the cost for FedEx, DHL, ARAMEX or EMS.

Please make sure that you are legally able to purchase and receive our products in your country. We will not be liable for any charges that arise if the products are not granted customs clearance. If in doubt please call and ask your local post/DHL/FedEx office. We will not be liable for any import duty fees and taxes that may be compulsory in your country. They will need to be covered by you once the item reaches your destination. Import duty fees and taxes vary so please contact your local customs office for more information.

We are not responsible for any delay or package returned or wrong delivery according to the customer mistakes on address or missing address part. Please make sure you provided the right address and correct phone number for accuracy and fast delivery.

Returns

you have the Statutory Right to return any products within 30 days from the date you receive your order. Please note that you will need to cover the cost of sending the products back to our workshop within this time period if the products are not faulty, i.e., if you have just changed your mind. We require that you send the items back via recorded delivery and that you send us the tracking number. We will not accept responsibility for any lost parcels that are not sent with a tracking delivery service. In order to receive a full refund the products must be unopened, sealed and in the same packaging and condition they were sent to you in. Refunds are processed within 7 days of us receiving and examining the item(s). We will not refund products that have been opened and/or used. Returned items that are received broken or damaged due to them not being wrapped properly by the customer will not be refunded.

In the unlikely event we send you the wrong items, please contact us and send us the items as soon as possible in their original packaging and box to our workshop address that will be emailed to you, for a replacement. Please mention on the parcel returned for replacement.

In the unfortunate event you receive a parcel that is damaged, open or the contents are missing, we require that you take photos of the box or envelope (showing the address label) and the inside of the box or envelope, as you received it. We need these photos as evidence when we file a claim with courier companies before we send a replacement to you. The courier companies we use record the weight of every parcel at the time of dispatch and so if any items are missing, we will know if it is our fault or not from the weight of the box and products inside. If the weight is correct and it is not our fault, i.e., in the unlikely event we forget to pack some items, then we will file a claim with the delivery company. 


Special orders for customized products for event favors and are non-refundable and non-exchangeable.

All orders under terms of negotiation price or discount will not be refundable or Exchange.

To cancel an order or return items, please call +968 94002109 or email sales@frankincensehojari.com stating your order reference number. We will reply to you within 24 hours and send you the workshop address for any product returns.