questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
General Questions
Products/Services Questions
Account Questions
Technical Questions
Contact Questions
1. General Questions
What does "Daar Al Utoor" mean?
"Daar Al Utoor" means "The House of Perfumes," a name that reflects our commitment to bringing you the finest collection of perfumes from around the world. We carefully curate each fragrance to ensure it embodies the elegance, luxury, and uniqueness that your scent deserves. At Daar Al Utoor, we are your gateway to a world of captivating aromas, where every scent is a masterpiece waiting to be discovered. Let us help you find the perfect fragrance that resonates with your individuality and style.
What is Daar Al Utoor?
Daar Al Utoor is an online shop specializing in inspired and authentic Arabian fragrances around the globe. Our range includes a vast variety of perfumes, essential oils, bakhoor, travel size perfumes and many more.
What is your return policy?
We want you to be completely satisfied with your purchase, so we accept returns on all items within 14 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible to see if the order hasn't shipped yet. We'll do our best to accommodate your request.
Do you have a physical store?
No, we are an online shop
Where are you located?
We are based in London, United Kingdom, but we ship our poducts worldwide.
Do you ship internationally?
Yes, we ship to many countries worldwide. Please note, we charge £40 for delivery
Can I make bulk order or wholesale?
Yes you can. Just let us know your requirements and we will take care of the rest
Can I make a gift order?
Yes you can. Just let know in the cart or contact us
Is my online payment secure?
Yes, we prioritize the security of your online transactions. We utilize trusted payment providers that implement industry-standard security measures to protect your financial information. Your payment details are encrypted and processed securely, providing a safe and secure shopping experience.
How secure is my purchase, if the order gets lost?
We understand your concerns if your're order doesn't get delivered or the item gets lost. Rest assured that our payment providers offer protection for your money. If there are any issues with the delivery, we will work with the shipping provider to resolve them and ensure you receive your order or your money back.
How can I contact Daar Al Utoor?
You can contact us via email at: info@daaralutoor.com, via contact us form or via chat. Our customer service team will get back to you as soon as possible.
What are your customer service hours?
Our customer service team is available from Monday to Sunday, from 9:00 am to 19:00 pm. We strive to answer all queries as quickly as possible.
Where do you source your products from?
We source our products directly from the brands or authorized distributors.
How will you package my order?
We package all of our items securely and safely by:
- A strong and rigid box
- A bubble wrap
- Adding padding to the box
- Double sellotaping to prevent damage
- Sealing it with a fragile sellotape
- Double boxing if needed
How can I stay up to date with new products and promotions?
You can stay updated by subscribing to our newsletter and following us on our social media channels. We regualrly post about new porducts and promotions. Alternatively, you can regularly visit our Sales page.
Are your products authentic?
Absolutely, we understand that the authenticity of products, especially when it comes to fragrances, is significant concern for customers. At Daar Al Utoor, we are committed to assuring our customers that every single item we sell is 100% authentic, without exception.
2. Returns and Exchanges
Returns Policy
Once we receive and inspect your return, we will process your refund. A credit will be applied to your original payment method within [number] business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
Exchange
If you would like to exchange an item, please contact us at info@daaralutoor.com. We will guide you through the process of returning the original item and placing a new order.
Non-returnable items
Certain items are non-returnable, including items such as gift items, oil, Bakhoor Incense. Please ensure that you review product details carefully before making your purchase.
1. Finding Products
Search for Products
Know exactly what you want? Or perhaps you're just searching for a pocket perfume? Use our comprehensive Search box located in the upper left corner of our site to find the exact product you need, or browse through the results that fit your criteria. You can enter a the item name.
Search for Brands
Looking for that hot new brand? The quickest way to find your favorite brands is by using our Complete Brand List. The Complete Brand List is located by clicking the Brands tab located at the top of every page. Click Brands A-Z to see a complete list of brands. Every brand is listed alphabetically.
Search for Gifts
Searching for that perfect gift? Trying to stay within a budget? Browse our Gifts section to view the newest gift sets.
Product Information
After you have found the perfect product, you can read the product detail section. The information is located beneath the product pictures.
Fragrance Notes
To view the notes of any particular fragrance, just have a read of the "Fragrance Notes" located within the fragrance section.
Product Availability & Out of Stock Products
Occasionally, an item may be temporarily out of stock. Our stock is replenished on a weekly and sometimes a daily basis depending on the particular item and brand. Some pages have an "email me" feature that notifies when the product is back. If the product says, "coming soon" or "temporarily out of stock," come visit us again.
Account registration, sign in, password & linked accounts
Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.
Order status & history
Tracking an Order
You can track the status of your order online at daaralutoor.com. Click on Track Order at the top of the page to see your Recent Orders. Click on the order number for the shipment that you would like to track, and a detailed order information page will be displayed. A tracking number is located to the right of the ship-to address and under the shipping method. Click on this number to view detailed tracking information. You can review the tracking history and the estimated date of delivery. You can also track your order via the Royal mail Track page
Order Statuses:
Order Submitted - "Placed"
Once you have placed your order on Daar Al Utoor and your credit card has been authorized, your order status will appear as "Placed."
Order Processing - "In Progress"
Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress." Please allow 1 - 2 business days for the order to be processed and prepared for shipment.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
Order Delivery - "Partially Shipped"
If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."
Order Returned - "Returned"
It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.
Canceling or Modifying an Order
Before you place your order, you can view the contents and the total amount in your shopping basket.
Once your order is placed, it cannot be modified. If you would like to cancel your order, most orders can be canceled up to an hour after being placed. To check the status of an order, check the Order Details page.
Partially Canceled Orders
If an item in your order is out of stock after your order has been placed, the out of stock item will be canceled from your order, and you will receive notification via email. All in-stock items in your order will be shipped. If you would like to be notified when the item is back in stock, please visit the product page and sign up for the "Email when in stock" alert. Orders that contain out of stock items will be partially canceled for U.S. and Canada Sephora.com orders only.
Call us
+447740075600
Our customer service team are available:
MON-SUN: 9am to 10pm
Chat with us
We are also available viat chat:
MON-SUN: 9am to 10pm
Or you can email us 24/7 via info@daaralutoor.com