Shipping & Returns

Shipping, Return & Cancellation Policy

At Surrati Perfumes, we are dedicated to providing an exceptional shopping experience and delivering your favorite fragrances promptly across the United Arab Emirates. Please review our shipping, return, and order modification terms below.

1. Shipping & Delivery Policy
Delivery Timeline: Orders are processed and dispatched promptly, with standard delivery arriving within 2 to 3 business days across the UAE.

Free Delivery: Enjoy Free Standard Delivery on all qualifying orders of AED 199 or more. Orders below AED 199 are subject to standard delivery fees calculated at checkout.

Out of Delivery Area (ODA): Deliveries to remote locations or areas designated as Out of Delivery Areas (ODA) are subject to additional delivery surcharges.
Applicable ODA surcharges will be added at checkout or communicated by our logistics team prior to dispatch.

Order Tracking: Once dispatched, tracking details will be sent via SMS and/or email to monitor your delivery status.

2. Order Modification & Cancellation Policy
Window for Changes: Because our fulfillment team processes and prepares orders quickly, modifications or cancellations are only possible before your order is processed or dispatched (typically within 1 to 2 hours of placing your order).

Allowed Modifications:
  1. Updating delivery address or contact details.
  2. Swapping an item for one of equal value or removing an item (subject to warehouse processing status).

Once Dispatched: No modifications or cancellations can be made once an order has been packed, handed over, or dispatched to the courier.

How to Request a Change: To modify or cancel an order, contact our support team immediately via WhatsApp at +971 585781929 or email at shop1@surratiperfumes.com with your Order Number and requested changes marked as "URGENT: Order Change".

3. No Return Policy (All Sales Final)
Due to health, hygiene, safety regulations, and the sensitive nature of cosmetic and perfumery products:
  • Strict No Return / No Exchange Policy: All sales are final. We do not accept returns, exchanges, or refund requests once an order has been successfully delivered.

Damaged or Incorrect Items:
  • If an item arrives damaged, leaking, or defective, or if you received an incorrect product, notify our support team within 24 hours of delivery.
    Please provide clear photos/videos of the package and item alongside your order confirmation to receive a replacement.

4. Customer Support
For urgent order modifications or delivery assistance:
  • WhatsApp / Phone: +971 585781929

Operating Hours: Saturday to Thursday, 10:00 AM – 07:00 PM