Delivery & Returns

Ordering and paying

• Online: add what you'd like to your basket and tap Checkout securely. You can pay by debit or credit card, Apple Pay or Google Pay. Payments are processed securely by Stripe, and we never see your full card details. We'll email you as soon as your order is placed.
• On WhatsApp: tap Order on WhatsApp in your basket. Your basket is sent to us as a message, and we'll confirm stock, delivery and payment with you directly.
• By phone: call us on +44 7471 086777.

Delivery

• Free UK delivery on every order. Delivery is included in our prices, so there's nothing extra to pay.
• Every order is sent with Royal Mail Tracked 48.
• Order by 4:30pm on a working day and we'll post it that day. Orders placed after 4:30pm, at weekends or on bank holidays are posted the next working day.
• Royal Mail aims to deliver Tracked 48 within 2 working days of posting.
• We deliver to addresses in the UK only.
• We'll email you when your order is packed and again when it's posted, with your tracking number. You can also check it any time on our Track Your Order page.

Collection

You're welcome to collect your order free of charge from 90 Empress Street, Accrington, Lancashire BB5 1SG.

• Paying online: choose Collect in Accrington in your basket, then pick a day and time. Times are within our opening hours, and each time is reserved for one customer, so you won't have to queue.
• Ordering on WhatsApp or by phone: tell us when you'd like to collect and we'll book a time for you.
• We'll email you when your order is ready. Please bring your order number.
• If we ever need to change your collection time, we'll email you the new one. Need a different time yourself? Message us on WhatsApp or call +44 7471 086777.

Opening hours: Monday to Friday 11am to 8pm, Saturday and Sunday 11am to 6pm.

Returns

You can change your mind and return an item within 14 days of receiving it. Please send it back in its original packaging. Fragrances, perfume oils and incense must still be sealed and unopened (see below).

1. Contact us first by email, phone or WhatsApp with your order number and the item you'd like to return.
2. Send it back within 14 days of telling us, to Sands of Arabia, 90 Empress Street, Accrington, Lancashire BB5 1SG. Please use a tracked service and keep your proof of postage.
3. The return postage is yours to pay, as your order was agreed and paid for. We can send you a prepaid return label if you'd like, and take its cost from your refund.

For health and hygiene reasons, fragrances, perfume oils, incense and similar products can't be returned once their seal or packaging has been opened, unless they're faulty.

Refunds

Once we've received your return, we'll refund you within 14 days. If an item has been used or damaged beyond what's needed to look at it, we may take the drop in its value from your refund. If you paid by card, Apple Pay or Google Pay, the refund goes back to the same card through Stripe, and we'll email you when it's done. It usually shows in your account within 5 to 10 working days, depending on your bank.

If an item has sold out

Occasionally the last one of something is bought by another customer at the same moment as you. If that happens, the amount held on your card is released straight away and you are never charged. We'll email you to let you know.

Damaged or wrong item?

We're sorry if something isn't right. Please contact us as soon as possible with your order number, what's wrong and a photo, and we'll put it right with a replacement or a full refund. You don't need to pay anything to send a faulty or wrong item back: we'll cover the postage.

This doesn't affect your statutory rights. See our Terms & Conditions for the full details.

Last updated: 8 October 2026