Shipping policy

At Pure Oud, every order is carefully packed in London and sent with full tracking. Please read the notes below on delivery times and — for international orders — customs charges, so there are no surprises.

United Kingdom

Free tracked delivery on all UK orders. Orders are dispatched within 1–2 working days and typically arrive within 3–5 business days.

International delivery

We ship worldwide with Royal Mail International Tracked. All international orders are dispatched within 1–2 working days and typically arrive within 5–8 business days, though customs processing in your country can add time (see below).

If your country isn't listed at checkout, we're not able to ship there at the moment — contact us at info@pureoud.co.uk and we'll let you know if that changes.

Germany and Denmark — temporarily paused. From 31 August 2026, neither country accepts delivered-duty-unpaid postal parcels from outside the EU. We have paused orders to these destinations while we put a duty-paid service in place. If you’re in Germany or Denmark and would like to be told when we reopen, email info@pureoud.co.uk.

Customs, import taxes and duties — please read

International orders may be subject to import charges on arrival. These are set by your country, are payable by you, and are not included in our prices or delivery charges.

Depending on your country, these can include import VAT, customs duty, and a handling fee charged by your local postal service or courier. Your local carrier will usually contact you (by card, text or email) to collect payment before delivering your parcel.

A few country-specific notes:

• European Union: since July 2026, EU customs applies a small flat duty to parcels from outside the EU, plus your country's import VAT and a postal handling fee. Typical total charges are roughly 25–35% of the order value depending on the country.
• Spain, Italy and Portugal: customs clearance can be slower than elsewhere in Europe — please allow extra time.
• Switzerland: smaller orders usually arrive with no charges at all; larger orders may attract Swiss VAT and a clearance fee.
• Australia, New Zealand and Singapore: orders under the local low-value thresholds normally arrive with no charges.
• United States: all imports may be subject to US tariffs and carrier processing fees.

If a parcel is refused or unclaimed because import charges were not paid, the carrier may return or destroy it. Where a parcel is returned to us, we will refund the product cost minus our original shipping cost; where it is destroyed by customs, we are unfortunately unable to offer a refund.

Tracking

Every order receives a tracking number by email as soon as it's dispatched. If your parcel seems delayed, check the tracking first — international parcels held in customs usually show a "held by customs" or "awaiting payment of charges" status.

Questions?

Email us at info@pureoud.co.uk and we'll be happy to help.

Last updated: 22 August 2026