Shamaa will make all reasonable effort to ensure the satisfaction of their Customers and guarantee the perfection of all its items and candles, if any of the items/candles are damaged or not to Customer’s expectations and for any complaint, please don’t hesitate to contact us on +971 55 226 1806 or send us an email at

Kindly note that in case of any defect, damage or missing items, Customer is entitled to return and replacement only but not to refund and if replacement is required the replacement will be for the same item.

All orders placed on Shamaa’s website are subject to product availability and will be shipped according to our policy.

Within 1 to 2 weeks of receiving the package, Customer shall inform Shamaa of any damage, defect or missing items.

To be eligible for return or replacement, the items must be returned in a “like new” condition (promotional items not included), unused, in the same condition that Customer received it and in its original packaging, which means candle board is not used, broken or scratched and the candles are not or were not inserted in it, broken or lit. In addition to this, Customer shall print the label provided by the shipping company as proof of purchase in order to complete the return or replacement.

Hence, any item not in its original condition, damaged or missing items for reasons not due to Shamaa’s error will not be accepted for return.

Once the returned item(s) are received and inspected, Shamaa will send Customer an email within 5 to 7 business days from receiving the item to notify the Customer that Shamaa has received the item(s). Shamaa will also notify Customer of the approval or rejection of the returned item(s). If returning item was approved, then the returning transaction will be processed within 1-2 weeks. For the avoidance of doubts, Shamaa will be responsible for paying the shipping costs for items that are being returned and/or replaced because of a defect in the manufacture, production or delivery; however, Customer will be responsible for paying the shipping costs for items that are being returned and/or replaced for any other reason.

The prices of the products on Shamaa’s website do not include the shipping or customs fees. If your order is to be delivered in the UAE and exceeds the amount of AED 350, you are eligible for a free shipping.

The total time from order to shipment of items can take up to 1 business day in UAE if the order is placed before 12 pm, and 4 to 6 working days for international shipping. As for the Pre-Orders and Custom Orders the timeframe for shipping is between 2 to 3 weeks.

Shamaa has partnered with a third party to help them ship all its products. Orders will then be shipped via Automyze Fulfillment Center all across UAE, for international orders your order is shipped via DHL and Aramex. Quoted shipping fees include the cost of packing materials and all orders are packed with extreme care to ensure safe arrival at your home. You will receive an email with your tracking number the day your shipment is released. For the avoidance of doubt Shamaa will not be held liable for any delays in shipping or delivery. Shamaa is not responsible or liable for any products damaged or lost during shipping. If your order arrives damaged, please contact the shipment carrier to file a claim. Save all packaging materials and damaged products before filing a claim.

We always ship to the address on your order unless you indicate otherwise. Please be sure to provide your correct and current shipping address, Shamaa is not responsible for shipping addresses that were incorrectly entered at checkout and please consider shipping to an address where someone is always present to receive the delivery, in this case the Customer is responsible for additional fees if he requires from Shamaa to resend it.

Any items broken in transit due to Customer fault will not be eligible for return or exchange. Products with personalized labels and/or custom scents are not returnable, exchangeable or refundable. They are custom made to your specific choices, for that reason they cannot be returned or exchanged or refunded for any reason.