Direct answers about ordering, delivery, gifting, returns and your account.
Ordering
Do I need an account to order?
No, you can order as a guest. An account lets you follow your orders easily and collect Cinder Circle points.
Where is my confirmation email?
It arrives in your inbox as soon as you place your order. If you can’t find it, check your spam folder or message us on WhatsApp with your order number.
Can I change or cancel my order?
Yes, before it ships. Contact us on WhatsApp as soon as possible and we’ll change or cancel it free of charge.
Which payment methods do you accept?
Cash or card on delivery. Online payment methods are coming soon.
Do prices include VAT?
Yes, all prices include 15% VAT, and you receive an invoice with your order.
Delivery
Where do you deliver?
To all cities and regions of Saudi Arabia.
How long does delivery take?
Within Riyadh, 1–2 business days after dispatch; elsewhere in the Kingdom, 3–5 business days after dispatch.
How much is delivery?
SAR 30 within Riyadh, SAR 35 to other cities, andfree on orders over SAR 300.
How do I track my order?
We send you the shipment details when it’s dispatched, and you can ask us about your order on WhatsApp at any time.
Can I change my delivery address?
Yes, before dispatch. Send us your order number and the new address.
The tester & choosing
What is the free tester?
Every fragrance comes with a small tester of the same scent, so you can try it on your skin before opening the full bottle.
I tried it and it’s not for me — what now?
Return the sealed bottle within 7 days of delivery and we’ll refund its price. Return shipping is at the customer’s cost.
Not sure which scent suits you?
Message us on WhatsApp with the fragrances you love, and we’ll help you find your signature.
Gifts
Can I send a gift directly to someone?
Yes — choose “Ship to a different address” at checkout and enter the recipient’s details.
Can I add a personal message?
Yes — write it in the “Order notes” field and we’ll include it with the gift.
Will the gift arrive wrapped?
Yes — every order arrives in Cinder Scent packaging with a gift card.
Do you offer corporate gifting?
For volume and corporate orders, contact us on WhatsApp or by email.
Returns
Can I return an opened fragrance?
No — to protect product quality for all our customers. That’s exactly why we send a tester, so you can try before opening.
Can I return a candle?
Yes, if it is still wrapped and unlit, within 7 days of delivery.
My item arrived damaged or wrong?
Photograph it and message us within 3 days of delivery — we’ll replace it or refund you and cover all shipping costs.
How do refunds work?
By bank transfer within 7 business days of approving the returned item.
Account & Privacy
Forgot your password?
On the “My account” page choose “Lost your password?” and we’ll email you a reset link.
How do I request access to or deletion of my data?
Email us at cinderscent.sa@gmail.com from the address linked to your order. Details in our privacy policy.
Need help?
The Cinder Scent team is here for you, from Riyadh. WhatsApp +966 55 920 7999 · cinderscent.sa@gmail.com