Terms & Conditions

Last updated: 18 August 2026

These Terms & Conditions apply to purchases made through theoudartisan.uk.

Please read them before placing an order.

1. About Us

This website is operated by:

Legal Business Name: THE OUD ARTISAN LTD
Trading Name: The Oud Artisan
Company Number: 17374633
Registered Office Address: 122 Palmerston Road, London, E17 6PZ
Email: Customerservice@theoudartisan.uk
Telephone: +44 7824 358290

Customer Service Hours: 9:00 AM–6:00 PM

2. These Terms

By placing an order through our website, you agree that these Terms & Conditions apply to your purchase.

Nothing in these terms removes, restricts or limits any statutory consumer rights that apply to you.

3. Products

We take reasonable care to describe and present our products accurately.

Natural products including:

• oud chips

• agarwood

• bakhoor

• frankincense

• myrrh

• other natural woods and resins

may naturally vary in size, shape, colour, grain, texture, visible resin, density and aromatic character.

Natural variation between individual pieces or batches does not, by itself, mean that a product is faulty.

Further information is available in our Authenticity & Natural Variation guidance.

4. Product Images

We aim to represent our products as accurately as reasonably possible.

Colours and other visual details may appear differently depending on lighting, photography and the screen or device you use.

Natural products may also differ from the individual pieces shown in product photographs because of normal variation.

5. Prices & VAT

All prices on our website are displayed in GBP (£) unless otherwise stated.

THE OUD ARTISAN LTD is not currently VAT registered. We therefore do not add or separately charge VAT on customer orders.

The prices displayed on the website are the retail prices payable for the products, excluding any separately stated delivery charges.

Any applicable delivery charge will be clearly shown before you submit your order.

We may change product prices from time to time, but a price change will not affect an order that we have already accepted.

6. Placing & Accepting an Order

When you place an order through our website, you are making an offer to purchase the products in your order.

After submitting your order, you may receive an automated email confirming that we have received it.

We normally review and accept orders within a few hours.

Your order is accepted and a contract is formed when we send confirmation that your order has been accepted or otherwise expressly confirm acceptance.

An automated acknowledgement that only confirms receipt of your order does not, by itself, mean that the order has been accepted unless it expressly states otherwise.

If we cannot accept your order, we will contact you and refund any amount already paid for products we are unable to supply.

Online sellers must confirm the contract as soon as possible and provide customers with information they can retain.

7. Product Availability

All products are subject to availability.

Some oud, agarwood, resin and fragrance products may be available only in limited quantities or batches.

If a product becomes unavailable after you place an order, we will contact you and arrange an appropriate refund for any amount already paid for that unavailable product.

8. Payment

We currently accept payment methods including:

• Visa

• Mastercard

• American Express

• Apple Pay

• Google Pay

• Shop Pay

• PayPal

• Klarna

Payments are processed primarily through Shopify Payments, with other payment providers involved where you select their services.

We do not intentionally collect or retain full payment-card credentials where those details are handled directly by the relevant payment provider.

Payment options available to you may depend on your device, order and checkout configuration.

9. Delivery

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

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

Standard UK Delivery

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

Free Standard Delivery

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

Express Delivery

Express Delivery may be available for eligible orders.

Estimated delivery: 1–2 working days

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

Delivery estimates begin from the date of dispatch and are not guaranteed delivery dates unless expressly stated otherwise.

UK Delivery Coverage

We deliver throughout the UK.

Delivery times and service availability may vary depending on the destination, particularly for remote, offshore or island locations.

Certain fragrance products may also be subject to carrier restrictions because of their composition.

We do not currently offer international shipping.

Please see our Delivery & Despatch Policy for full delivery information.

Delivery arrangements, costs and expected delivery timing must be made clear before an online order is placed.

10. Cancellations & Change-of-Mind Returns

Your cancellation and return rights are explained in our Returns, Refunds & Cancellations Policy.

THE OUD ARTISAN LTD does not offer additional discretionary change-of-mind returns beyond the cancellation and return rights required by applicable consumer law.

Where a statutory cancellation right applies to an online purchase, you normally have 14 days after receiving the goods to tell us that you wish to cancel.

After notifying us of a qualifying cancellation, you normally have a further 14 days to return the goods.

Specific statutory exceptions may apply to certain types of goods or circumstances.

For qualifying change-of-mind returns, the customer is responsible for the direct cost of returning the goods, where the law permits and where this has been communicated appropriately.

Our return address is:

THE OUD ARTISAN LTD
122 Palmerston Road
London
E17 6PZ

Please follow the procedure in our Returns, Refunds & Cancellations Policy before sending an item back.

Online customers generally have a limited statutory cancellation right even when an item is not faulty, subject to specific exceptions provided by law.

11. Faulty, Damaged or Misdescribed Goods

Nothing in these Terms & Conditions limits your statutory rights where goods are:

• faulty

• damaged

• not as described

• not of satisfactory quality

• not fit for purpose where that requirement applies

If you believe there is a problem with your order, contact:

Customerservice@theoudartisan.uk

Please include your order number and photographs or other relevant information where useful.

Normal variation in natural oud, agarwood, frankincense, myrrh or other natural materials is not automatically evidence of a fault.

Terms attempting to remove liability for faulty or misdescribed consumer goods cannot generally be enforced.

12. Safe Use

Products involving heat, charcoal, flame or incense must be used carefully and in accordance with applicable product instructions and safety guidance.

This includes:

• incense burners

• charcoal

• torch lighters

• charcoal tongs

• oud chips

• bakhoor

• frankincense

• myrrh

• other aromatic resins

Hot charcoal, burners and open flames can cause burns or fire if handled incorrectly.

Never leave burning charcoal or incense unattended.

Please read our Incense, Charcoal & Lighter Safety guidance before use.

13. Elite Lighters

Elite Lighters purchased online are supplied new and unfilled.

Fuel is not supplied inside the lighter.

Customers must follow the appropriate operating and safety instructions when filling, using, storing or maintaining a lighter.

Do not send a fuelled or used gas or petrol lighter through the post where the relevant carrier prohibits it.

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

14. Intellectual Property & Website Content

Unless otherwise stated, website content owned by or licensed to THE OUD ARTISAN LTD includes:

• text

• product descriptions

• branding

• photographs

• graphics

• logos

• website design elements

• original written guides and other content

You may view and use the website for personal, non-commercial purposes.

Our content may not be copied, reproduced, republished or commercially exploited without permission where our intellectual property rights apply.

15. Promotions & Discount Codes

Promotional codes and offers:

• may have expiry dates

• may apply only to selected products

• may require a minimum order value

• may be limited to one use per customer or order

• may not be combined with other offers unless expressly stated

• may be subject to additional promotion-specific conditions

Where a promotion has separate terms, those specific terms will apply to that promotion.

16. Liability

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.

Nothing in these terms limits your statutory consumer rights, including rights relating to faulty or misdescribed goods.

We do not seek to exclude liability that cannot legally be excluded or restricted.

Consumer contract terms must be fair and transparent and cannot be used to remove statutory protections that cannot lawfully be excluded.

17. Events Outside Our Reasonable Control

We will not be responsible for delays or failures caused by events genuinely outside our reasonable control where the law permits.

If such an event affects your order, we will take reasonable steps to minimise its effect and communicate with you where appropriate.

Nothing in this section removes any statutory rights or remedies that continue to apply.

18. Privacy & Personal Information

Personal information is handled in accordance with our Privacy Policy and, where relevant, our Cookie Policy.

Our ecommerce store is operated using Shopify, and we use service providers for functions including payment processing, delivery, analytics and marketing.

19. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to our business, website, services or legal requirements.

The terms that apply to an order will normally be those in effect when the relevant contract was formed.

The latest revision date will appear at the top of this page.

20. Governing Law & Jurisdiction

These Terms & Conditions and contracts made through our website are governed by the laws of England and Wales.

The courts of England and Wales will have jurisdiction, subject to any mandatory rights a consumer may have under applicable law to bring proceedings in another part of the UK or another appropriate jurisdiction.

Nothing in this section removes any mandatory consumer protection available to you.

21. Contact & Complaints

For questions about these Terms & Conditions, an order or a complaint, 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

We aim to provide an initial response within 1 business day.

Full details of our complaints process are available in our Complaints Procedure.