FAQ
Frequently Asked Questions
Explore answers about our products, ordering, delivery and after-sales support. If you need personal guidance, our team will be pleased to help.
About The Oud Bank
What is The Oud Bank?
The Oud Bank is an Omani brand specialising in oud wood, oud oils, incense, fragrances, aromatic materials, gifts and accessories.
Why choose The Oud Bank?
We focus on careful selection, clear product information and helping each customer choose a scent or gift that suits their taste and occasion.
Where is The Oud Bank located?
You can visit our store on Al Mouj Street in Muscat, Oman. Please check our contact page or contact the team for directions before visiting.
What are your opening hours?
The store is open daily from 10:00 AM to 10:00 PM, except Friday, when it opens from 4:00 PM to 10:00 PM. Office hours are daily from 9:00 AM to 5:00 PM.
How can I contact customer service?
Call +968 22549999 or email customerservice@oudbank.com. Please include your order number when asking about an existing order.
Can I get help choosing a product?
Yes. Tell our team about the scent styles you enjoy, the intended use and your budget, and we will help you compare suitable options.
Do you offer gifts for businesses and special occasions?
Please contact our team with the occasion, quantity, budget and required date so we can advise on suitable options and availability.
Can I ask about wholesale orders?
Yes. Please contact customerservice@oudbank.com with your business details, products of interest and estimated quantities.
Choosing Oud Wood
What is oud wood used for?
Oud wood is used for incense. Please follow the instructions for your burner and the selected product.
How do I choose between different oud woods?
Compare the scent character, origin, piece format, available weight and intended occasion. Our team can help explain the differences between current selections.
What does a spicy (tabli) oud character mean?
It describes an aromatic impression reminiscent of spices within the scent of the oud. It does not by itself mean that spices have been added.
Do terms such as honeyed, saffron-like or fruity describe ingredients?
Not necessarily. These words may describe scent impressions. A caramel-like, honeyed or saffron-like aroma does not by itself confirm the presence of those ingredients.
What is the difference between chips and larger pieces?
They describe the physical presentation of the wood. Piece size alone does not establish quality; compare the full product details and ask about the current selection.
Can natural oud pieces differ in appearance?
Natural pieces may differ in shape and size. Please refer to the selected listing and ask our team about the current batch when appearance is important to your choice.
Is every type of oud suitable for daily use?
The best choice depends on your taste and how you use incense. Our team can help compare everyday selections with options intended for gifting or special occasions.
Oud Oils and Fragrances
What is the difference between oud wood and oud oil?
Oud wood is a solid incense material, while oud oil is supplied in liquid form. Each has its own use instructions; do not assume they can be used in the same way.
How do I choose my first oud oil?
Start with the scent direction you enjoy, such as woody, sweet, floral or spicy (tabli). Compare the available sizes and ask our team for guidance before choosing.
Are all oils suitable for direct skin use?
Do not assume that every oil is suitable for direct skin use. Follow the approved instructions for the specific product, particularly for individual aromatic materials and essential oils.
How should I store oud oils and fragrances?
Keep bottles tightly closed in a cool, dry place away from direct sunlight and excessive heat, and out of reach of children.
Do you guarantee how long a fragrance will last?
We do not promise the same lasting power for every product. The experience varies by composition, application and conditions of use.
Where can I find the bottle size?
Check the selected product option and product details. Liquid fill volumes are shown in millilitres where specified.
Frankincense and Incense Blends
What is the difference between raw frankincense and frankincense oil?
Raw frankincense is supplied as solid resin pieces. Frankincense oil is a separate liquid product. The two formats have different use instructions.
Is the frankincense in Eid Morning a liquid perfume?
No. Eid Morning brings Aryani oud together with raw Hojari frankincense pieces for an incense experience. The frankincense is not a liquid perfume or frankincense oil.
Can I eat or drink every frankincense product?
No. Do not assume that an incense or aromatic product is suitable for consumption. Only use a product as food when its approved label explicitly permits that use.
What is a bakhoor blend?
It is an incense composition that may combine oud wood, oud powder or other aromatic materials. Refer to the specific listing for its stated composition.
Does a product description replace the ingredient declaration?
No. Scent notes describe the aromatic experience and are not necessarily a complete ingredient list. Ask our team for the product specification when needed.
Burners and Accessories
What should I check before buying an incense burner?
Check the size, material, included components, compatible heat source and care instructions. Ask our team for any details not shown in the listing.
Are incense materials included with every burner?
Only items expressly listed as included form part of the purchase. Gift sets and standalone burners may contain different items.
Can I use any heat source with any burner?
No. Follow the instructions for the specific model and use only a compatible heat source and inner bowl.
How should I clean and store incense accessories?
Allow them to cool fully and follow the care instructions for their material. Do not assume that wood, stone and metal should be cleaned in the same way.
Orders and Payment
How do I place an order?
Choose your products and options, add them to the cart, enter your delivery details and follow the checkout steps to complete payment.
How can I check that my order was received?
Check for the order confirmation sent to the contact details you provided. If you cannot find it, contact our team with your name and order details.
What payment methods can I use?
The payment methods available for your order are shown at checkout.
Can I change or cancel an order?
Please contact customer service as soon as possible. Changes or cancellation depend on the order status and whether it has been prepared or dispatched.
Can I change the delivery address after ordering?
Contact customer service promptly with your order number and the correct address. We will check whether the address can still be amended.
What should I do if payment fails?
Check the information entered and any message from your payment provider. Before placing a duplicate order, contact us if you are unsure whether a payment went through.
Can I order a product that is out of stock?
Please contact our team about possible availability. We do not promise a restock date unless it has been confirmed for that product.
Can I add a gift message or request special presentation?
Please ask our team before completing the order. Available options, timing and any charges must be confirmed for your request.
Delivery and Tracking
Do you deliver within Oman?
Yes. Delivery within Oman costs OMR 2 for orders below OMR 35. Orders of OMR 35 or more qualify for free delivery within Oman.
Do you ship internationally?
International shipping is available for eligible products and destinations. Available methods and charges are shown at checkout when supported for your order.
How long does delivery take?
Delivery estimates are usually 1–3 business days within Oman and 3–7 business days internationally. For remote destinations or areas with limited delivery services, delivery may take 7–15 business days. Timing is estimated, not guaranteed, and may be affected by customs or carrier conditions.
Can I track my order?
When tracking is available, details are shared after dispatch. Contact our team with your order number if you need help.
Are customs charges included?
Any duties, taxes or customs procedures depend on the destination and the terms shown for the order. Please review the checkout information and contact us before ordering if you need clarification.
Can every product be shipped internationally?
No. Some items have shipping restrictions. Please check the product page, and contact us before ordering charcoal, lighters or sets containing restricted items.
What should I do if delivery is delayed?
Check the latest tracking information and contact customer service with your order number so we can review the shipment with you.
Returns, Exchanges, Damage and Breakage
What is the change-of-mind return policy?
For eligible change-of-mind returns or exchanges, contact us within 15 days of the order date and before sending the item back. These items must be unused and unopened, with their original packaging, accessories and any included gifts, subject to the exclusions below. Applicable shipping and/or bank-transfer fees for these cases are the customer's responsibility unless the law requires otherwise.
Which items are excluded from change-of-mind returns or exchanges?
Change-of-mind returns or exchanges are not accepted for custom blends prepared to a customer's request, used products, oil-based perfumes and oud oils, oud incense wood, or products whose packaging has been opened or whose safety seal has been removed where supplied with one, due to the nature of these products and health and hygiene considerations. These exclusions do not apply to products that are defective, damaged or broken on arrival, or supplied in error, and do not limit statutory consumer rights.
What if my product arrives damaged, broken, defective or incorrect?
The Oud Bank takes responsibility if a product arrives damaged or broken, has a manufacturing defect, or the wrong product is supplied. After reviewing the case, we will arrange a replacement or a refund of the product price with you and cover the necessary return or replacement shipping costs and any bank-transfer fees associated with resolving the issue. These costs will not be charged to the customer.
Does this cover oil perfumes, oud incense wood and custom blends?
Yes. Coverage for defects, damage or breakage on arrival, or incorrect items applies to these products too. Their exclusion from change-of-mind returns does not prevent resolution of these issues.
How do I report damage or breakage, and what evidence should I send?
Please send your order or invoice number, a description of the issue, and a clear photo or video showing the damage or breakage, product and packaging via WhatsApp or email at customerservice@oudbank.com. Contact us as soon as you notice the issue and retain the product and available packaging until we provide instructions. Both a photo and a video are not required, and an unboxing video is not a condition. If images cannot be provided or do not show the defect, contact us to arrange a suitable verification method; this does not limit legally available evidence or rights.
Must the packaging be intact or the product unopened to report damage?
The unused, intact-packaging and safety-seal conditions do not prevent resolution of a pre-existing defect or damage or breakage that occurred before receipt or during delivery, including issues discovered only on opening or normal use. Damage or breakage caused by misuse or improper storage after receipt is not covered. Do not use a broken or unsafe product, and contact us before returning it.
Should I send the product back immediately?
Please contact us first via WhatsApp or customerservice@oudbank.com for return instructions. Keep the product and any available packaging and accessories without putting yourself at risk. Do not use a broken or unsafe product.
Who pays for return or replacement costs?
For defects, damage or breakage on arrival, or incorrect items, The Oud Bank covers the necessary return or replacement shipping and any bank-transfer fees associated with resolving the issue. Accepted change-of-mind returns or exchanges are subject to the fees and conditions in our Return and Refund Policy, without limiting statutory rights.
How is the case handled, and when will I receive my refund?
We will respond within two business days to arrange the next steps. After reviewing the case and receiving and inspecting the product if needed, we will arrange a replacement or refund the amount due to the original payment method. Processing may take up to 15 working days unless a shorter legal deadline applies; your bank or payment provider may need additional time to display the refund. For damage, breakage, defects or incorrect items, the resolution costs described above will not be deducted from the amount due.
Do the change-of-mind deadline or exclusions limit my legal rights?
No. Change-of-mind deadlines and exclusions do not restrict statutory rights relating to defective, damaged, broken, misdescribed or incorrectly supplied products. More protective legal rights and deadlines apply where available. See our Return and Refund Policy for details, including destination-specific rights.
Product Information and Responsible Use
How do I know what is included in a gift set?
Read the contents listed on the product page and the selected option. Ask our team about any item or quantity that is not clearly stated.
Are grams and millilitres the same?
No. Grams measure mass; millilitres measure volume. Use the unit stated for the specific product and do not treat the two as interchangeable.
Are all products suitable for children?
Not every product is suitable for every age group. Ask for the approved age guidance and instructions for the specific product before choosing it for a child.
Are these products medical treatments?
Our fragrance and incense descriptions are not medical advice or promises of treatment. Follow the product's approved instructions and seek appropriate professional advice when needed.
Clarity, Selection and Support
What information should I compare before choosing a product?
Compare the stated origin, scent character, format, quantity and intended use. If a detail is not listed, our team will clarify it rather than asking you to rely on assumptions.
Can I ask about a product's source or materials?
Yes. Contact us with the product name and the specific information you need. We will explain the details available for that selection.
How can I choose a gift when I do not know the recipient's taste?
Tell us the occasion, budget and any known preferences. Our team can help compare a selection of gifts without promising that one scent will suit everyone.
Can I ask for clarification before paying?
Yes. We encourage you to ask about the product, fill quantity, included items, shipping or care before completing your order.
What should I include when contacting customer service?
For an existing order, include your order number and a short description of the request. For product advice, include the product name, intended use and the information you want to clarify.
More About The Oud Bank
What does The Oud Bank do?
We bring together selected oud wood, oud oils and incense with Omani perfumery and the art of gifting, helping each customer find a choice that suits their taste and occasion.
What is the story behind The Oud Bank?
The brand grew from a passion for oud, scent and Omani hospitality. Its focus is on the character and source of each material, thoughtful selection and the experience of gifting.
Was the founder familiar with perfumery before establishing the brand?
The Oud Bank was founded by Yousuf Al Harthi, whose interest in perfumery developed through learning, practice, selection and experimentation.
Why did The Oud Bank move from a small shop to a larger space?
The larger space allows us to present the collection more clearly and offer a more comfortable experience for discovering scents and choosing gifts.
Are the prices considered fair?
Prices reflect the product's source, quality, available quantity, preparation and presentation. Our team can explain the differences between options so you can choose within your budget.
Does The Oud Bank offer natural fragrances?
The collection includes natural aromatic materials and compositions. Refer to each product's details for its stated materials; no single purity claim should be assumed for the entire range.
What does 'selection and inspection' mean at The Oud Bank?
It means considering the material's source, condition and aromatic character before selecting it for the collection, supported by the information available for that product.
Who selects and inspects the products?
Yousuf Al Harthi leads product selection and inspection, with attention to the source, quality and scent character of the materials.
Why does The Oud Bank offer tea and coffee?
Tea and coffee are part of our approach to Omani hospitality, giving visitors a welcoming setting in which to explore scents and choose at their own pace.
Is The Oud Bank intended only for enthusiasts?
No. We welcome both experienced enthusiasts and customers choosing their first oud, fragrance or gift, with guidance suited to their familiarity and preferences.
What is the relationship between investment and fragrance?
The comparison expresses the value of thoughtful selection, quality and the pleasure of owning a distinctive scent. It is not a promise of financial appreciation or investment returns.
Why are magnifying lenses used in the store?
Magnifying lenses help visitors observe details of oud pieces and appreciate their physical character. They are a viewing aid, not by themselves a certificate of grade or authenticity.
Are the balances and precision tools only decorative?
They support the presentation and measurement of materials. The quantity supplied is the quantity stated for the purchased product or selected option.
How did The Oud Bank develop during 2020?
During that period, the brand continued to develop the customer experience, the presentation of its collection and the ways it reached customers.
Why use both the Omani rial and the pound in the visual identity?
These references are part of the brand's visual language and its connection to value, heritage and exchange. They do not indicate a financial service.
Did technology change perfumery at The Oud Bank?
Technology supports how we document, present and make products accessible, while selection and an understanding of aromatic materials remain central to the experience.
What role do the hands play in fragrance?
The hands express the human side of selection, preparation and presentation: the care that accompanies a material from choosing it to offering it to a customer.
Can I collect an online order from the store?
Please contact customer service before completing your order to confirm whether collection is available for your order and to arrange the details.
Where can I buy The Oud Bank products?
You can explore our collection through this online store or visit our store in Muscat. Contact our team before purchasing elsewhere if you need to confirm an authorised sales channel.
Who are The Oud Bank customers?
Our customers include oud and fragrance enthusiasts, first-time buyers and people choosing gifts for personal and professional occasions.
Are there special conditions for deliveries inside and outside Oman?
Conditions depend on the destination and product. Review the delivery section above and the shipping options shown at checkout, and contact us about any restricted items before ordering.
