Shipping policy

Last updated: 18 August 2026

This policy explains how orders placed with The Oud Artisan are processed, dispatched and delivered.

Order Processing

Orders are normally processed and dispatched within 1–2 working days.

For order processing purposes, working days are Monday to Friday, excluding applicable UK bank holidays.

Orders placed on weekends or UK bank holidays will normally begin processing on the next working day.

Processing time is separate from the estimated delivery time for your selected delivery service.

Standard UK Delivery

Our standard UK delivery service is:

Royal Mail Tracked 48
Delivery Cost: £3.95
Estimated Delivery: 2–3 working days after dispatch

Delivery estimates begin from the date your order is dispatched and are not guaranteed delivery dates unless expressly stated otherwise.

Free Standard UK Delivery

Free standard UK delivery is available on orders over £50.

Where free delivery applies, your order will normally be sent using our standard UK delivery service.

Express Delivery

Express Delivery is available where shown at checkout.

Estimated Delivery: 1–2 working days

The applicable Express Delivery charge will be displayed at checkout before you place your order.

Express Delivery availability may depend on the products in your order and the delivery destination.

UK Delivery Areas

We deliver throughout the United Kingdom, including:

  • England

  • Scotland

  • Wales

  • Northern Ireland

Delivery times or service availability may vary for certain remote, island or offshore UK locations.

The delivery options available for your order will be shown at checkout where applicable.

Tracking Your Order

Where tracking is available, your tracking information will be sent to the email address used when placing your order after the order has been dispatched.

Please check your dispatch email for your tracking number and delivery information.

Tracking information may not update immediately after dispatch. If your tracking remains inactive or unchanged for an unusual period, please contact us and include your order number.

You can also visit our Track Your Order page for further guidance.

International Delivery

We do not currently offer international shipping.

Orders can currently only be delivered to destinations covered by our UK delivery arrangements.

Perfume & Fragrance Shipping

Certain perfume and fragrance products may be subject to additional carrier requirements or restrictions because of their formulation, including products containing alcohol.

The delivery service available for an order may therefore depend on:

  • the product being ordered

  • its formulation

  • Royal Mail carriage requirements

  • the delivery destination

Where a product cannot be sent using a particular delivery service, an appropriate available delivery method will be used or we will contact you if we are unable to fulfil the order.

Elite Lighters

Elite Lighters purchased online are supplied new and unfilled.

Fuel is not supplied inside the lighter.

Carrier restrictions may apply to lighters containing or suspected of containing flammable liquid or gas.

If you need to return a lighter that has been filled or used, please contact us before attempting to send it through the post.

See our Returns, Refunds & Cancellations Policy for further guidance.

Incorrect Delivery Address

Customers are responsible for providing accurate and complete delivery information when placing an order.

If you notice an error in your delivery address, contact us as soon as possible at:

Customerservice@theoudartisan.uk

Please include:

  • your full name

  • your order number

  • the incorrect address

  • the correct delivery address

We will try to update the address where possible, but we cannot guarantee that changes can be made once an order has entered fulfilment or been dispatched.

Lost or Delayed Orders

If your tracking shows an unusual delay or you believe your parcel may be lost, contact:

Customerservice@theoudartisan.uk

Please include:

  • your full name

  • your order number

  • your tracking information, where available

  • a brief description of the issue

We will review the available delivery information and, where appropriate, investigate the matter with Royal Mail.

Damaged Parcels

If your order arrives damaged, please:

  1. photograph the outer packaging

  2. photograph the affected product

  3. retain the packaging where reasonably possible

  4. contact Customerservice@theoudartisan.uk

Please include your order number and a brief description of the damage.

We will review the information provided and advise you of the next steps.

Delivery Questions

If you need help with an order, tracking or delivery, contact:

THE OUD ARTISAN LTD
Address: 122 Palmerston Road, London, E17 6PZ
Email: Customerservice@theoudartisan.uk
Telephone: +44 7824 358290
Customer Service Hours: 9:00 AM–6:00 PM
Typical Response Time: Within 1 business day