Golden Scent Saudi Arabia: delivery, returns and customer service

Customer care

Golden Scent customer care in Saudi Arabia is on 920022386 and by email at care@goldenscent.com, and the FAQ also links to a Contact Us form. If a RedBox locker door will not open, there is a separate number: 920033259.

No opening hours, WhatsApp or live chat are mentioned. Email is the channel named for address changes and returns.

Delivery fees and times

Delivery costs SAR 19 unless a prepaid basket is worth SAR 369 or more after any discount code. Cash on delivery orders never get free delivery. Orders under SAR 180 also pay a SAR 15 service fee. Delivery takes 1 to 3 working days; hard-to-reach addresses beyond the main cities may have to collect from the nearest courier branch.

Bullet delivery is available in Riyadh only, for selected products, at an extra SAR 20. That fee is refunded if Golden Scent causes the delay, but not if the delay is on your side, including not answering the courier's call. An undelivered order goes back and is re-shipped, which takes another 1 to 3 business days.

Worked example: a SAR 170 prepaid order costs SAR 204 (SAR 170, plus SAR 19 delivery, plus SAR 15 service fee). Raise it to SAR 369 after the code and delivery is free with no service fee. The same SAR 369 order paid in cash adds SAR 19 delivery and the SAR 40 COD fee, for SAR 428.

RedBox lockers and FODEL points

RedBox: choose "RedBox Locker" as the shipping method at checkout; no separate sign-up is needed. You receive an SMS with a PIN and a tracking link, and you open the locker with the PIN or QR code. Collect within 48 hours or pay a small fee to extend; lockers take only mada, credit cards or Apple Pay.

FODEL: you collect from a local shop, using the validation code and pickup hours sent by email and text, plus a valid ID. Someone else can collect with the same ID and code. You have 5 days. With either option, you cannot switch to home delivery after choosing it.

Tracking and changing an order

A tracking number is emailed once the order ships. Orders normally reach the courier within one business day; if delivery takes more than 5 days, contact customer care, since Golden Scent treats courier delays as its own problem.

To change the address, email care@goldenscent.com with the correct one; the courier may also call before delivery to confirm or change it. An address change after purchase may delay shipment.

Cancelling an order

Orders can usually be cancelled before they ship, which typically happens within one business day, so contact customer care as early as possible. Once shipped, an order cannot be cancelled. Cancelling after shipping, or not responding to Aramex for delivery, may stop your account from using cash on delivery in future.

Returning an item

Returns are accepted for a defective item, an item different from what you ordered, or one damaged in shipping, reported within the 24-hour notice period. Concerns about a fragrance or its longevity can be sent for a quality check. Gift sets, makeup and personal care items are excluded.

Items must be unused, in good condition, with labels intact and the original packaging undamaged, and sent back inside the Golden Scent box. If you exchange for a different product, Golden Scent covers the return and shipping costs.

1. Within 24 hours of delivery, contact customer care on 920022386 or at care@goldenscent.com and describe the problem.
2. Agree the return and a collection time with customer care.
3. Pack the item, unused and with labels intact, inside the Golden Scent box.
4. Hand it to Aramex, which usually collects within 2 working days.

Refunds

Card payments go back to the same card, and Tabby and Tamara refunds go back through those services. For cash on delivery you need to provide bank details, and bank transfers take up to 10 to 14 working days. Alternatively, take a same-value voucher or a free exchange.

Delivery fees and the COD service fee are not refunded with the product value. Returning through RedBox needs a return PIN from customer care; FODEL points do not accept returns.

Ways to pay

Saudi checkout takes mada, Visa, Mastercard, Apple Pay, stc pay, tabby and tamara, plus cash on delivery for SAR 40. Only 3D-Secure cards issued in GCC countries or the USA are accepted, and card orders carry no extra fee. Tamara lets you pay within 30 days or in 3 interest-free payments.

Al Rajhi Bank customers can split baskets from SAR 350 with Tasaheel, using an Al Rajhi credit or mada card. It is set up in the Al Rajhi app: select the card, choose Tasaheel, create the plan and pick the transactions to split.