How Can We Help?

We want you to feel confident about every purchase. You can follow your order's journey in your account under "My Orders", or use our guest order lookup with your order number and email. We'll also send you email updates at each stage — so you're never left wondering.

We understand that plans change. Orders can be cancelled within one hour of placement, provided they haven't entered packing. If your order hasn't been packed yet, we may also be able to update your delivery address or add a gift note. Simply reach out to our concierge team as soon as possible — we're here to help.

We know how exciting it is to receive a new fragrance, and we never want you to wait longer than expected. Standard delivery within Dubai takes 1–2 business days, while other Emirates typically receive orders within 2–4 business days. If your order is overdue, please contact our concierge team with your order number and we'll look into it right away.

We stand behind every product we craft. We happily accept returns of unopened, unused items in their original packaging within 14 days of delivery. Due to the intimate nature of fragrance, opened products cannot be returned for hygiene reasons — but if you're ever unsure about a scent, our concierge team is here to guide you before you purchase.

Finding your perfect scent is a personal journey, and we want to make it effortless. To exchange a product, simply reach out to our concierge team at support@houseofvelmari.com with your order number. We'll arrange collection of the original item and send your new selection once it's received — no hassle, no fuss.

We take extraordinary care with every package, but we understand that things can occasionally happen in transit. If your product arrives damaged, please contact us within 48 hours of delivery with a photo — we'll arrange a replacement or full refund immediately. Your experience matters to us, and we'll make sure it's made right.

We deliver across all seven Emirates — Dubai, Abu Dhabi, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah, and Fujairah. All orders ship from our fulfilment centre in Dubai, and we're working on bringing Velmari to the world. International shipping will be announced through our newsletter when it becomes available.

Complimentary shipping is our pleasure on all orders over AED 600. For orders under AED 600, a flat fee of AED 25 applies for standard delivery within Dubai and AED 40 for other Emirates. We believe beautiful fragrances deserve a beautiful delivery experience.

Standard delivery within Dubai takes 1–2 business days, while other Emirates typically receive orders within 2–4 business days. Need it sooner? Express same-day delivery is available in Dubai for orders placed before 12 PM — simply select "Express Delivery" at checkout. We process orders Sunday through Thursday, with weekend orders dispatched on the next business day.

Joining the House of Velmari takes just a moment. You can create an account during checkout or by visiting our Sign Up page. Once you're part of the house, you'll enjoy order tracking, a personal wishlist, saved addresses, and automatic enrolment in our House Membership programme.

House Membership is our way of welcoming you into something special. As a member, you earn points on every purchase, receive an exclusive birthday perk each year, enjoy early access to new launches, and get priority notifications when favourites are restocked. Membership is complimentary and activates the moment you create an account — because you deserve to feel like part of the family from day one.

It happens to the best of us. Visit the login page, click "Forgot Password", and enter your email address. We'll send you a secure reset link right away — it's valid for 24 hours. If you need any further assistance, our concierge team is always happy to help.

Every year during your birthday month, House Members receive an exclusive gift from us — our way of celebrating you. The specific perk is curated each year and may include exclusive offers, early access to new releases, or special experiences. Simply make sure your birthday is saved in your Account Settings to never miss out.

Absolutely. We believe scent is deeply personal and transcends gender. Every Velmari fragrance is designed to be worn by anyone who connects with it. Each product page includes detailed notes, mood descriptions, and guidance — so you can find a scent that feels unmistakably yours.

Our Eau de Parfum formulations are crafted for longevity, typically lasting 8–12 hours on skin depending on the composition and your body chemistry. Our Body Mists offer a lighter, fresher experience of 3–5 hours — perfect for layering or everyday wear. You'll find specific longevity and projection details on each product page.

Our signature line features Eau de Parfum (EDP) at a concentration of 18–22%, delivering rich, lasting compositions that evolve beautifully throughout the day. We also offer Body Mists with lighter concentrations, ideal for everyday wear and layering.

Our fragrance concierge team is available via email at support@houseofvelmari.com, and we aim to respond within 24 hours during business days. You can also reach us through our Contact page or via Instagram direct messages. We genuinely enjoy hearing from you — no question is too small.

Our concierge team is available Sunday through Thursday, 9 AM to 6 PM (GST). If you reach out outside these hours, rest assured — your message will be the first thing we attend to on the next business day.

We currently accept cash on delivery (COD) for all orders within the UAE — simply have the amount ready upon delivery. Online payment options including Visa, Mastercard, Apple Pay, and Google Pay are coming soon. We'll announce it through our newsletter and website the moment they're available.