Q1. How does shipping and delivery work?

Each order is prepared within up to 1 week. Once dispatched, you’ll receive a tracking email to follow your order’s journey.

Worldwide Express Shipping

• Flat-rate: USD $29, wherever you are.
  
• Typical transit times (after dispatch):
  
  Asia & Oceania: 2–4 business days
  
  North America, Europe, Middle East: 4–7 business days
  
  

Signature Required

Every order requires a signature on delivery. This ensures your oud is placed directly into safe hands.

Duties & Taxes

International orders may be subject to local customs duties or import taxes, payable by the recipient. Our express courier partners handle customs clearance smoothly.

Q2. Can I change my shipping address?

If your order hasn’t shipped yet, email us at hello@oudism.com with your updated address. We’ll update it for you.

If your order is already in transit, redirection may be possible via your courier’s tracking link. Please note: once a parcel has been successfully delivered, we cannot retrieve or redirect it.

Q3. What if my order is delayed or lost?

Express couriers are fast, but delays can happen. If your order hasn’t arrived within the expected timeframe, contact us at hello@oudism.com. We’ll coordinate directly with our courier partners to investigate and resolve it.

Q4. What is your return process?

Our Guarantee:

We will gladly arrange a return or replacement if your order arrives damaged or you receive the wrong item.

Change-of-mind returns: Every agarwood order includes a Tasting Sliver for your discernment.

1. Testing: We encourage you to test the sliver before opening the main product tube.
2. Non-Eligible Items: To maintain quality and authenticity, we are unable to accept returns of products where the security seal has been broken.
3. Partial Returns: If you open some items from a set, the refund will be calculated by deducting the individual list price of the opened items from the original set price.

INITIATING A RETURN (Hassle-Free)

1. Contact hello@oudism.com within 14 days of delivery.
2. Provide your order number, issue description, and photos.

THE COST OF RETURN SHIPPING:

Fault Returns (Damage/Error): We cover 100% of the return shipping costs.

Discretionary Returns (Change of mind): For returns made after testing the sliver, the cost of the prepaid return label will be deducted from your final refund amount. This deduction will be a flat rate of USD $29 for all international orders.

To initiate a return, contact us at hello@oudism.com within 14 days of delivery with your order number, photos, and a description of the issue. Our concierge team will guide you.

Q5. I have an issue with my order. What should I do?

Simply email us at hello@oudism.com with your order number and details of the issue. Our concierge team will resolve it promptly.

Q6. How do I contact Oudism?

Our concierge team is available via hello@oudism.com. We will respond within 24 hours.