shipping and return policy
Najm Scents ("we," "us" "our") Terms & Conditions
By placing an order on https://najmscents.com ("Website"), you agree to these terms. Please read them carerully.
1. Stock & Order Fulfillment
1.1 Stock Avallabllity
- All orders depend on current stock.
- We update our inventory regularly but can't guarantee real-time accuracy.
1.2 Partial Fulfillment
- If some items are out of stock, we'll ship what we have.
- We'll email you ASAP to let you choose:
- Wait for restock (no extra shipping fee)
- Refund the backordered items
1.3 Order Confirmation
- You'll receive an email when we accept your order.
- If payment fails or an item is unavailable, we'll notify you and cancel that part of the order.
2. Shipping & Handling
2.1 Cost Calculation
Shipping is calculated at checkout based on total weight, package dimensions, and destination.
You pay shipping at time of purchase.
2.2 Dispatch Schedule
- Orders placed before 12 AM CET on a business day ship same day.
- Orders placed after 12 AM CET, or on weekends and Dutch public holidays, dispatch next business day.
2.3 Carriers & Methods
- We use trusted couriers (DHL, UPS, PostNL) and standard postal services for PO Boxes.
- For military addresses, we ship via USPS only.
2.4 Tracking & Notifications
- Once dispatched, you'll get a tracking link by email.
- Track your package directly via the courier's site.
3. Delivery Estimates & Issues
3.1 Transit Times
- Within the Netherlands: 1-3 business days
- Europe: 2-5 business days
- Worldwide: 5-10 business days (varies by destination)
3.2 Delays & Exceptions
- Public holidays, customs inspections, and force-majeure events can delay delivery.
- If delivery takes longer than our estimate, email us at support@najmscents.com so we can investigate.
3.3 Change of Address
- Request address changes any time before dispatch via our contact form.
- After dispatch, we cannot reroute packages.
4. Returns & Refunds
4.1 Change-of-Mind Returns
You have 14 days from delivery date to request a return.
Items must be unused, in original condition and packaging.
You cover return shipping and arrange it yourself.
We'll issue store credit (minus original shipping fees) once we receive and inspect the items.
4.2 Warranty & Defective Goods
- Valid for 90 days from delivery.
- If a product arrives damaged or defective, email photos and your order number to support@najmscents.com.
- We'll send you a prepaid return label.
- After we confirm the defect, you may choose:
- Full refund to your original payment method
Store credit for our Website
- Replacement item (subject to stock)
4.3 Refund Processing
- Refunds or credit issuances occur within 7 business days of receiving the return.
5. Duties, Taxes & Customs
- EU orders: Prices include VAT.
- Non-EU orders: You are responsible for any import duties, customs fees, or local taxes.
- We do not mark orders as "gifts" unless specifically requested
- we do not undervalue invoices for customs.
6. Cancellations
- You can cancel an order any time before it ships by emailing support@najmscents.com.
- Once shipped, you must follow our return process.
7. Damaged or Lost Shipments
7.1 Damaged in Transit
- If the package is visibly damaged on arrival, refuse it or note damage on the courier's receipt.
- Email us photos so we can file a claim and resend or refund
7.2 Lost Packages
- If tracking shows "delivered" but you haven't received your order, contact us within 14 days of the "delivered" date.
- We'll work with the courier to locate your parcel or issue a replacement/refund.