FREQUENTLY ASKED QUESTIONS

Welcome to The Bakhoor House.

We've put together answers to some of the questions our customers ask most often. If you can't find what you're looking for, please contact us and we'll be happy to help.

🛍️ ORDERS & PRODUCTS

Are all the products on your website in stock?

Not necessarily. Products marked as Pre-Order are sourced specifically for customers and are not part of our regular ready-to-ship stock.

If a product is not marked as pre-order but you are unsure about its availability, please contact us before placing your order.

Are your perfumes and fragrance products authentic?

We source our fragrances from trusted suppliers and make every effort to ensure that the products we sell are genuine.

We do not intentionally sell counterfeit or imitation products.

Do you sell original Arabian perfumes?

Yes. We specialize in Arabian and Middle Eastern fragrance brands and offer perfumes, oud, bakhoor and other fragrance products from established brands.

Can I request a perfume that isn't on your website?

Yes!

That's what our Fragrance Finder / Pre-Order Service is for.

Send us the name of the fragrance, brand and size you're looking for, and we'll check whether we can source it for you.

Can you source products from Dubai/UAE?

Yes. We regularly source Arabian fragrance products from trusted suppliers in the UAE and other fragrance markets, subject to availability.

Can I request a specific size or version of a perfume?

Yes, where available. Please provide the exact fragrance name, brand and size/version you want so we can check availability and pricing.

🧴 FRAGRANCE QUESTIONS

I don't know which perfume to choose. Can you help me?

Absolutely.

Tell us what types of scents you normally enjoy—for example:

Sweet • Vanilla • Floral • Fresh • Fruity • Woody • Oud • Smoky • Spicy • Musky

We can recommend fragrances based on your preferences, occasion and budget.

You can also browse our Shop by Mood collections.

Are your perfumes for men or women?

We offer women's, men's and unisex fragrances.

However, we believe fragrance has no strict rules. If you love the scent, it's yours.

How long do your perfumes last?

Longevity varies depending on the fragrance, concentration, skin chemistry, weather and how it is applied.

Some fragrances are naturally lighter and fresher, while others—particularly oud, amber, musk and gourmand fragrances—can be much more powerful.

Can I smell a perfume before buying?

If you are in Nairobi, please contact us to ask about current sampling or testing options.

Availability may vary by product.

Do you sell perfume samples?

Where available, samples or discovery options may be offered for selected fragrances. Please contact us to find out what's currently available.

🪵 OUD & BAKHOOR

What is bakhoor?

Bakhoor is a traditional form of Arabian incense made from scented wood chips or other materials infused with fragrance oils, resins and aromatic ingredients.

It is traditionally burned to fragrance homes, clothing and spaces.

How do I burn bakhoor?

Place a small amount of bakhoor on a suitable heated charcoal or electric incense burner and allow the fragrance to release gradually.

Always use an appropriate heat-resistant burner and never leave burning charcoal or incense unattended.

Do you sell oud?

Yes. We offer different types of oud and oud-based fragrance products, including oud blends and bakhoor containing oud notes.

What's the difference between oud and bakhoor?

Oud generally refers to the aromatic wood and fragrances derived from agarwood, while bakhoor is a broader incense tradition involving fragrant ingredients that are burned to scent a space.

Do I need charcoal to burn bakhoor?

Traditional bakhoor is commonly burned using charcoal, but some products can also be used with an electric burner.

Please follow the instructions provided with your specific product.

🏠 HOME FRAGRANCE

What is included under Home Fragrance?

Our Home Fragrance collection may include:

• Room sprays

• House fresheners

• Reed diffusers

• Aroma oils

• Essential oils

• Scented candles

• Car fragrances

• Other products designed to fragrance your surroundings

Are your essential oils for use on the skin?

Not necessarily.

Always check the product description and instructions before applying any oil to your skin. Some oils are specifically intended for diffusing or fragrancing spaces.

Can I use your home fragrances around children or pets?

Please follow the manufacturer's safety instructions for each individual product. Keep fragrance oils, candles, diffusers and incense away from children and pets, and ensure adequate ventilation where appropriate.

📦 PRE-ORDERS

How does your Pre-Order Service work?

If a product isn't currently in stock, you can request it through our Pre-Order / Fragrance Finder Service.

Once your request is confirmed, we source the item specifically for you.

How long do pre-orders take?

Our estimated pre-order sourcing time is 5–7 days.

This is an estimate and may vary depending on supplier availability, shipping schedules and circumstances outside our control.

The 5–7 days refers to sourcing and receiving the product and does not necessarily include final delivery to your address.

Do I have to pay before you source my pre-order?

Payment requirements depend on the product and order. We will confirm the applicable payment or deposit requirement before your pre-order is finalized.

Can I cancel a pre-order?

Because pre-order products are sourced specifically for you, cancellation may not be possible once the sourcing process has begun.

Please contact us as soon as possible if you need to make a change to your order.

Can I pre-order a product that isn't listed on your website?

Yes.

Send us the fragrance or product you're looking for and we'll check whether we can source it.

What happens if you can't find my pre-order?

If we are unable to source the requested product, we will contact you and discuss the available options.

🚚 DELIVERY & SHIPPING

Do you deliver in Nairobi?

Yes.

We offer delivery within Nairobi.

For current delivery times and charges, please refer to our Shipping & Delivery Policy.

Do you deliver outside Nairobi?

Yes. We deliver to customers across Kenya.

Do you offer international shipping?

Yes, international shipping may be available depending on the destination and the products being shipped.

Please contact us if you are ordering from outside Kenya so we can confirm the available shipping option and cost.

How long does delivery take?

Delivery time depends on your location and whether the product is in stock or on pre-order.

Please see our Shipping & Delivery Policy for the current estimated delivery times.

Will I receive a tracking number?

Where tracking is available, tracking information will be provided once your order has been dispatched.

Can I change my delivery address after placing an order?

Please contact us as soon as possible.

We may be able to update the address if your order has not yet been dispatched. Once an order has been handed to the delivery service, changes may no longer be possible.

💳 PAYMENTS

What payment methods do you accept?

Available payment methods are displayed during checkout.

If you experience any difficulty making payment, please contact us.

Is it safe to pay through your website?

Payments are processed through the payment methods available through our Shopify checkout and relevant payment providers.

We do not ask customers to share their card PINs or passwords with us.

🔄 RETURNS & EXCHANGES

Can I return a perfume if I simply don't like the smell?

Because fragrance is a personal product, we generally do not accept returns or exchanges simply because you do not like the scent after opening or using the product.

We recommend contacting us before purchasing if you need help selecting a fragrance.

Can I exchange an unopened product?

Please refer to our Returns & Exchanges Policy for the current conditions and eligibility requirements.

What if I received the wrong product?

Please do not open or use the product.

Contact us as soon as possible with your order details and photos so we can assist you.

What if my product arrives damaged or faulty?

Contact us within the timeframe specified in our Returns & Exchanges Policy and provide photographs/videos where appropriate.

We will assess the issue and advise you on the next steps.

Can I return a pre-order?

Pre-order products are sourced specifically for the customer, so different return/cancellation conditions may apply.

Please review our Pre-Order Policy before placing your order.

🎁 GIFTS & EVENTS

Do you offer gift packaging?

Yes.

We offer fragrance gifting options and packaging for different occasions, subject to availability.

Do you offer bridal and Nikah gifts?

Yes.

Our Bridal & Gifting Collection is designed for weddings, Nikah celebrations, bridal showers, bridesmaids and other special occasions.

Can you create customized gifts?

Yes, depending on the order.

For larger quantities, customized packaging or event orders, please contact us in advance so we can discuss your requirements.

Do you offer corporate gifting?

Yes.

We can assist with fragrance gifting for corporate events, clients, teams and special occasions.

For larger orders, please contact us in advance.

✨ THE PERFUME BAR

What is The Bakhoor Club Perfume Bar?

The Perfume Bar is an interactive fragrance experience where guests can explore fragrance notes and create their own personalized scent.

What events can I book the Perfume Bar for?

It is suitable for:

• Weddings

• Nikah celebrations

• Bridal showers

• Birthdays

• Corporate events

• Private celebrations

• Other special events

Where is the Perfume Bar available?

The Perfume Bar is currently available for events within Nairobi.

Please contact us to discuss your event requirements and availability.

How far in advance should I book?

We recommend making your request 3–4 days in advance at minimum so we have enough time to prepare and customize the service.

For larger events or customized requirements, we recommend contacting us as early as possible.

Is delivery included in the Perfume Bar rental?

Delivery is not included.

The customer is responsible for the delivery and return transportation costs of the Perfume Bar.

Is there a deposit?

Yes. A refundable deposit may be required for the Perfume Bar equipment.

The deposit is returned after the equipment is received back in good condition, subject to the applicable rental terms.

📞 STILL HAVE QUESTIONS?

Can't find the answer you're looking for?

We're happy to help.

Contact The Bakhoor Club for assistance with:

Fragrance recommendations • Product availability • Pre-orders • Custom sourcing • Gifts • Events • Perfume Bar bookings

JOIN THE CLUB

Discover your scent. Create a memory.