Shipping & Returns

At NOUVEL PALM, we want your order to reach you as beautifully as it left us. Please read the details below about how we deliver, and our returns and refunds policy.

Shipping

Where we ship

We currently deliver within the United Arab Emirates only, to all seven emirates: Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah, and Umm Al Quwain.

We're working on shipping to more countries soon. If you're outside the UAE and would like to order, please reach out to us at contact@nouvelpalm.com and we'll let you know as soon as international delivery is available.

Delivery options & timing

Same-day delivery — Dubai only
Orders placed before 12:00 PM (UAE time) on a working day are eligible for same-day delivery within Dubai. Orders placed after 12:00 PM will be delivered the next working day.

Next-day delivery — all other emirates
Orders to Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah, and Umm Al Quwain are typically delivered within 1–2 working days.

Please note: same-day and next-day timing applies to working days only and excludes Fridays, public holidays, and official UAE holidays (such as Eid and National Day). Orders placed on weekends or holidays will be processed on the next working day.

Shipping rates

Shipping charges are calculated and displayed at checkout before you complete your order.

Order processing

All orders are carefully prepared and packed by hand. Once your order is confirmed, you'll receive an order confirmation by email. When your order is dispatched, we'll share tracking details so you can follow your delivery.

Delivery address

Please make sure your delivery address and contact number are accurate and complete at checkout. We're unable to take responsibility for delays or failed deliveries caused by an incorrect or incomplete address. If a delivery fails because no one is available to receive it, our courier will attempt to contact you to rearrange.

Returns & Refunds

We take great care in crafting and packing every order. Because our perfumes are solid perfumes applied directly to the skin, they are personal-care products, and for hygiene and safety reasons we are unable to accept returns on used or opened items. Please read our policy carefully below.

Damaged, defective, or incorrect items

If your order arrives damaged or defective, or you received the wrong item, we will gladly offer you a full refund or a replacement.

To request this, please email us at contact@nouvelpalm.com within 7 days of delivery, and include:

• Your order number
• A clear description of the issue
• Clear photographs showing the damage, defect, or incorrect item

Once we receive and review your photos, we'll confirm your refund or replacement and guide you through the next steps. Approved refunds are issued to your original payment method.

Items that are not eligible for return

To protect the hygiene and quality of our products, we are unable to accept returns or offer refunds in the following cases:

• The product has been used, opened, or tampered with (unless it arrived damaged or defective)
• Change-of-mind returns — we are unable to accept returns simply because you have changed your mind
• Requests made more than 7 days after delivery
• Items returned without prior approval from our team

Order cancellations

If you'd like to cancel your order, please contact us at contact@nouvelpalm.com as soon as possible. If your order hasn't been dispatched yet, we'll cancel it and issue a full refund. Once an order has been dispatched, it can't be cancelled.

How refunds work

Once a damaged or defective item is approved, your refund will be processed to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card provider. For damaged, defective, or incorrect items, the refund includes any shipping charges you paid.

Your rights

This policy does not affect your statutory rights as a consumer under the applicable consumer-protection laws of the United Arab Emirates. Where a product is faulty, defective, or not as described, you remain entitled to the remedies provided under UAE law.

Questions?

For any questions about your delivery, a return, or a refund, please contact us at contact@nouvelpalm.com and we'll be happy to help.