Legal
Shipping & Returns
Shipping
We ship from our atelier in Tunis. Orders placed before 3 PM Tunis time are dispatched the same business day. You will receive a tracking number by email once your parcel is shipped.
| Destination | Standard | Express |
|---|---|---|
| Tunisia | 2–4 business days | 1–2 business days |
| Europe | 5–8 business days | 3–4 business days |
| International | 7–14 business days | 4–6 business days |
Shipping is free above the free-shipping threshold shown in your cart and at checkout, and on every order when free shipping is enabled for the whole store.
These timeframes are indicative and may vary depending on carriers or customs formalities beyond our control.
Customs and import duties: for deliveries outside Tunisia, customs duties, taxes or import fees may be applied by the destination country's authorities. These fees are the customer's responsibility and are not included in the order price.
Lost or undelivered parcel: if your parcel has not arrived within the indicated timeframe, contact us at contact@terredorientdubai.com with your order number; we will open an investigation with the carrier.
Incorrect address: if an incorrect delivery address was provided at checkout, reshipping fees are the customer's responsibility.
Returns
You may return any product unopened and with its original seal/protective film intact within fourteen days of receipt for a full refund. For hygiene reasons, any bottle that has been unsealed or had its protective packaging removed cannot be returned or refunded.
To initiate a return, write to contact@terredorientdubai.com with your order number. We will provide the return address and instructions.
Return shipping costs are the customer's responsibility, except in the case of a damaged or incorrect item.
Refunds are processed within 5 business days after receipt and inspection of the returned parcel, to the original payment method.
Damaged or incorrect items
If a parcel arrives damaged or you receive the wrong item, contact contact@terredorientdubai.com within 48 hours, ideally with a photo of the product and packaging. We cover return costs and will arrange a replacement or refund.
Final-sale items
Engraved bottles, bespoke compositions and gift cards are not eligible for return, except in the case of a proven defect.