Help Center – FAQ

Every order is prepared and shipped from France within 24 hours (business days). In France, tracked letter usually arrives in 3–5 days and Colissimo in 48 hours. For other countries, the estimated delivery time is shown at checkout. Delivery times are estimates and are not guaranteed.

Shipping costs are calculated automatically at checkout, based on your country and the delivery method you choose.

• France: free shipping from €54.
• Free shipping from €75: Germany, Belgium, Luxembourg, Netherlands, Austria, Spain, Italy, Portugal, Switzerland, Denmark, Poland, Sweden, Hungary, Lithuania, Latvia, Bulgaria and Malta.
• Other countries: shipping costs are shown at checkout before you pay.

We currently deliver to France, most of the European Union, the United Kingdom, Ireland, Switzerland, the United States, Canada, Australia, New Zealand, South Korea, China and North Africa, and new destinations are added regularly. If your country appears at checkout, we can deliver to you.

Every order is tracked. As soon as your parcel leaves France, you receive a tracking number by email to follow it all the way to your address.

Yes. In France you can choose Colissimo pickup point or locker delivery, or home delivery: tracked letter (3–5 days) to your letterbox, or Colissimo in 48 hours.

Contact us with your order number. We open the claim with the carrier on your behalf and, if the loss or damage is confirmed, we send you a new order free of charge.

Within the European Union, there are no customs duties. Outside the EU, any duties, import taxes and clearance fees are paid by the recipient to the local carrier. For the United States, orders under €800 are generally duty-free.

Yes, within one hour of purchase: contact us quickly. Once the order has been prepared and handed to the carrier, it can no longer be cancelled and is handled as a return.

Contact us within 48 hours of delivery at contact@sahrawioud.com with your order number and a photo. You get either a full refund or a free replacement, and we cover the return shipping.

Bank cards (CB, Visa, Mastercard, American Express), PayPal, Apple Pay and Shop Pay. The methods available for your order are shown at checkout.

Yes. Payments go through encrypted payment platforms (Shopify Payments, PayPal). We never have access to your full card number.

Prices are shown in euros or in your local currency, depending on your country. VAT is not applicable under article 293 B of the French General Tax Code (CGI). Shipping is added at checkout. Outside the EU, any import taxes remain payable by the customer.

Yes, you have 14 days from receipt to exercise your right of withdrawal. The product must be intact, unopened, sealed and in its original packaging. Return shipping is paid by the customer, unless the mistake was ours.

No. For hygiene reasons and because of their nature, opened or used consumables (mastic, incense…) and oud wood that has been used, burned or altered cannot be returned or refunded.

Email us at contact@sahrawioud.com with your order number: we will send you the steps and the return address.

Once your return is received and checked, we confirm the refund by email. It is then credited to your original payment method within 5–10 business days.

Natural oud is sold exactly as it was harvested, with nothing added. When a wood is enhanced, we say so clearly in its name and description, so you always know what you are buying.

From the villages of southern Chios, the Greek island where it is produced under the protected designation Masticha Chiou (PDO). The seal is printed on every box. See our mastic tears.

Following traditional uses: as incense (a few tears on charcoal), in cooking (ground into desserts, baked goods and hot drinks) or chewed directly. These are culinary and traditional uses, not medical indications.

Place a small piece on charcoal or an electric burner, ideally on a sheet of aluminium foil, at low heat, and let the fragrance unfold gradually. A little goes a long way. See our oud wood.

Our catalogue is restocked regularly and keeps growing with new references (oud oil, frankincense, mukhallat blends, traditional clothing…). Leave your email on the product page and we will tell you as soon as it is back.

SahrawiOud is a French online store, founded in 2026 and run by Ahmed Hommaid, specialising in oud wood, PDO Chios mastic and oriental perfumes. Read our story.

On WhatsApp at +33 7 69 21 45 20, by email at contact@sahrawioud.com, or through our contact page. SAHRAWIOUD SASU, Bezons (95), France.