Shipping policy

Last updated: 15 May 2026

We know how exciting it is to wait for a new fragrance to arrive. At Decant, we make it our mission to get every order packed carefully and shipped quickly, so your decants reach you safely and as soon as possible.

This policy explains how shipping works at Decant, including delivery areas, timelines, fees, and what to do if anything goes wrong along the way.

1. Where We Deliver

We currently ship across the entire United Arab Emirates, including:

- Dubai

- Abu Dhabi

- Sharjah

- Ajman

- Ras Al Khaimah

- Fujairah

- Umm Al Quwain

International shipping is not available yet, but it is on our roadmap. To be notified when we expand outside the UAE, sign up for our newsletter.

2. Order Processing Time

All orders are processed and dispatched within 24 hours of being placed.

Orders placed Monday to Friday before 5:00 PM (UAE time) are typically dispatched the same day

Orders placed after 5:00 PM, on Saturdays, Sundays, or public holidays will be dispatched on the next working day

You will receive a dispatch confirmation email with tracking details as soon as your order leaves our studio.

3. Estimated Delivery Times

Once dispatched, UAE orders typically arrive within 1 to 4 business days, depending on your emirate and location:

Delivery times are estimates, not guarantees. Occasional delays may occur due to weather, public holidays, or courier-related factors beyond our control.

4. Shipping Fees

Free Shipping: All UAE orders above AED 199 qualify for free standard shipping.

Standard Shipping: Orders below AED 199 are subject to a flat-rate shipping fee, calculated and displayed at checkout.

No Hidden Fees: The total amount displayed at checkout is the final amount you pay. There are no surprise charges, customs fees, or import duties for UAE deliveries.

5. Order Tracking

Once your order is dispatched, you will receive an email with a tracking number and a tracking link. You can use this link at any time to check the latest status of your delivery.

If you do not receive a tracking email within 48 hours of placing your order, please check your spam folder. If it is still not there, contact us at hello@decant.ae with your order number, and we will resend it.

6. Delivery Process

Our courier partners will attempt delivery during standard business hours. If you are not available at the time of delivery:

- The courier may attempt redelivery on the next working day

- The parcel may be left with the building reception, security, or a neighbour, depending on local courier policy

- You may be contacted directly by the courier to arrange an alternative delivery time

If repeated delivery attempts fail, the parcel may be returned to us. In such cases, please refer to our Return and Refund Policy for next steps.

7. Address Accuracy

It is your responsibility to provide a complete and accurate shipping address at checkout, including:

1 - Full name

2- Building name or number

3 - Apartment, villa, or office number

4 - Street name

5 - Area or community name

6 - City and emirate

7 - Active phone number for courier coordination

We are not responsible for delays, misdeliveries, or losses resulting from incorrect or incomplete address information.

If you realize an error in your address after placing an order, contact us immediately at hello@decant.ae. If your order has not yet been dispatched, we may be able to update the address. Once an order has been handed over to the courier, we cannot make changes.

8. Failed Deliveries and Returned Parcels

If a parcel is returned to us due to:

- An incorrect or incomplete address

- Repeated failed delivery attempts

- Refused delivery without a valid reason

- Failure to coordinate with the courier within their attempted delivery window

We will contact you to arrange one of the following:

1. Reshipment: at the cost of a new shipping fee, paid by the customer

2. Refund: issued for the product cost, less the original shipping cost and any return courier fees

To avoid this, please ensure someone is available to receive your parcel and that your contact details are correct.

9. Damaged or Lost Parcels

We pack every order with care to minimize damage during transit. However, if your order arrives damaged, leaking, or appears to have been tampered with:

- Please contact us within 48 hours of delivery

- Provide your order number and a clear photograph of the issue

- We will arrange a free replacement at no extra cost

If your order has not arrived within 7 business days of dispatch:

- Check your tracking link for the latest status

- Contact us with your order number

- We will work with the courier to locate the parcel

- If the parcel cannot be located, we will resend your order or issue a full refund

For complete details, please refer to our Return and Refund Policy.

10. Public Holidays and Shipping Pauses

Order processing and delivery may be slower during UAE public holidays, including:

- Eid Al Fitr and Eid Al Adha

- UAE National Day

- New Year's Day

- Other officially declared holidays

We will announce any extended shipping pauses on our website and via email if they affect your order.

11. International Shipping (Coming Soon)

International shipping is currently unavailable. When we launch international delivery:

- Shipping fees, customs duties, and taxes will vary by destination

- Delivery times will depend on the destination country and courier partner

- A separate international shipping policy will be published

If you would like to be notified when international shipping launches, please subscribe to our newsletter.

12. Order Changes and Cancellations

If you need to make changes to your order, please contact us as quickly as possible:

Before dispatch: We can usually update shipping details, modify items, or cancel the order

After dispatch: Changes are not possible. You may refuse delivery, in which case the parcel will return to us, and a refund (less shipping costs) will be processed

For full cancellation details, please refer to our Return and Refund Policy.

13. Contact Us

If you have any questions about your delivery, our shipping policy, or anything related to your order, we are happy to help.

Email: hello@decant.ae

Contact form: Contact

Response time: Within 24 hours, Monday to Friday