Last Updated: 7/1/2025

At Aroma Lume, we are dedicated to delivering high-quality products with care and professionalism. By purchasing from our store, you agree to the shipping terms outlined in this policy.

1. Shipping Areas

• We currently ship to the United Arab Emirates (UAE).
  • Deliveries are managed by professional third-party logistics providers to ensure secure and timely service.

2. Order Processing Times

All orders are processed within 1–2 business days after order confirmation and stock availability are verified. Since payment is made via cash on delivery, processing begins once the order is successfully placed and confirmed. Please note that processing times may be extended during public holidays, weekends, or unforeseen circumstances. Orders placed on weekends or public holidays will be processed on the next business day.

3. Delivery Options

Delivery times depend on the selected shipping method and destination.

We offer the following delivery services within the UAE through our logistics partners:

1. Express / On-Demand Bike Delivery (Dubai Only)
   • Available daily from 8:00 AM to 11:00 PM.
   • Delivery within 1–3 hours of dispatch confirmation.
   • Service limited to Dubai city limits.
   • Ideal for same-day deliveries.
2. Temperature-Controlled Delivery (Recommended for Ceramic Candles)
   • Ceramic candles are made with high-quality wax and are sensitive to heat.
   • This service ensures transport in a climate-regulated environment.
   • Standard delivery is NOT suitable for ceramic candles.

Additional Fees for Temperature-Controlled Delivery:
• Extra charges may apply and will be clearly displayed at checkout, where applicable.
• These fees are the sole responsibility of the customer.

Please note that delivery times are estimated and may be affected by public holidays, weekends, or other non-working days. Such delays are beyond Aroma Lume’s control and do not constitute grounds for refunds or claims.

Disclaimers:

• Aroma Lume shall not be liable for any damage caused by exposure to high temperatures during shipment and delivery, if the Temperature-Controlled delivery option is no applied to the required items of the order – whether due to non-selection, system error or operational failures by the shipping carrier.
• Customers are responsible for providing accurate shipping details and ensuring availability to receive deliveries. In case of failed delivery attempts due to incorrect or incomplete information, or if an order remains unclaimed, Aroma Lume reserves the right to charge re-delivery fees. Additionally, Aroma Lume reserve the right to cancel any order at our discretion.

4. Order Tracking Information

Once your order has been dispatched, you will receive a shipment notification containing your unique order number. You may use this tracking number to monitor your shipment directly through the shipping carrier’s official website.

Please note:

• Tracking updates are managed solely by the shipping carrier. Aroma Lume is not responsible for delays or inaccuracies in tracking updates.
• If you experience issues accessing your tracking information, you may contact our customer service team for assistance.

5. Shipping Costs and Additional Charges

• All shipping costs are calculated at checkout and are non-refundable.
  • Inaccurate or incomplete shipping information may result in:
   – Additional re-delivery fees, and/or
   – Order cancellation without refund, if undeliverable.

6. Damages Orders & Claims Notifications

• In the event that your order arrives damaged, you are required to notify both Aroma Lume Customer Service and the Shipping Carrier within a maximum of 48 hours of the order receipt.
• Notification must include the evidence specified in our Return & Refund Policy in order for your claim to be processed. This dual notification is required for initiating any refund, replacement, and the shipping provider’s internal credit note process.

⚠️ Claims filed after 48 hours may not be eligible for compensation.

7. Delays and Force Majeure Liability

We shall not be held liable for delays, non-delivery, or any failure to perform resulting from events beyond our reasonable control, including but not limited to natural disasters, armed conflict, civil unrest, customs delays, regulatory changes, or other Force Majeure events.

8. Customer Data & Privacy Protection

• In compliance with UAE on the Protection of Personal Data, we ensure that your personal data is securely handled. We do not sell, distribute, or disclose customer data to unauthorized third parties. We retain your data only for as long as necessary to fulfill the purposes outlined above, unless a longer retention period is required by law.
• By placing an order, you expressly consent to the collection, processing, and sharing of your personal information (including name, address, and phone number) with our shipping provider solely for the purpose of fulfilling and delivering your order.

9.Governing Law

This Shipping Policy shall be governed by and construed in accordance with the laws of the United Arab Emirates. Any disputes arising shall fall under the exclusive jurisdiction of the Courts of Dubai.

10. Contact Information

For questions regarding this policy or for assistance with your order, you may contact us:

• Email: info@aroma-lume.com
• Phone: 0585878244
• Website: https://aroma-lume.com