Shipping policy
Shipping Policy
Last updated: November 3, 2026
Thank you for shopping with Nur by Suhaliah. This policy explains how we ship your order, what it costs, and what to expect after you buy.
Order Processing
Orders are processed within 2 to 3 business days. Business days are Monday through Friday, excluding federal holidays. We do not process or ship orders on weekends or federal holidays.
Orders placed after 12:00 PM Eastern Time, or on a weekend or holiday, begin processing the next business day.
During launches, promotions, and the holiday season, processing may take up to 5 business days. We’ll post any delays on our website.
Carrier
All orders ship via UPS. We do not offer other carriers.
Shipping Restrictions
Because we ship exclusively with UPS, we cannot deliver to:
PO Boxes
APO, FPO, or DPO military addresses
Orders placed with one of these addresses will be cancelled and refunded. You’re welcome to place a new order using a physical street address.
We currently ship within the United States only. Orders to Alaska, Hawaii, and U.S. territories may take longer and cost more to ship.
Delivery Times
Delivery estimates are shown at checkout and begin once your order ships, not when it’s placed. UPS Ground typically delivers within 1 to 5 business days in the contiguous United States. Delivery times are estimates, not guarantees. Nur by Suhaliah is not responsible for delays caused by UPS, weather, or other events outside our control.
Expedited Shipping
Need it faster? UPS 2nd Day Air and UPS Next Day Air are available at checkout. Expedited delivery times begin once your order ships, after our 2 to 3 business day processing time. Expedited shipping does not speed up processing.
Shipping Costs
Shipping is calculated at checkout based on your destination, order weight, and the UPS service you choose. Any free shipping offers will be shown at checkout. Shipping charges are non-refundable unless the error was ours.
Order Tracking
When your order ships, you’ll receive an email with your UPS tracking number. Tracking may take 24 to 48 hours to update.
Address Accuracy
Please double-check your shipping address before completing your order. We ship to the address entered at checkout and are not responsible for orders delivered to an incorrect or incomplete address the customer provided.
To correct an address, email us within 12 hours of placing your order. Once an order ships, the address cannot be changed.
If an order is returned to us as undeliverable or refused, we’ll contact you to reship it. Reshipping costs are the customer’s responsibility. Orders not claimed within 30 days will be forfeited.
Lost, Stolen, or Damaged Packages
Damaged: Email us within 48 hours of delivery with your order number and clear photos of the damaged item and packaging. Keep all packaging until your claim is resolved. We’ll file the claim with UPS and send a replacement once the damage is confirmed.
Lost in transit: If your tracking hasn’t updated for 7 business days, contact us and we’ll open a claim with UPS. We’ll send a replacement once UPS confirms the package is lost.
Marked delivered but not received: Check with neighbors, look around your property, and allow 24 hours, since packages sometimes arrive after they’re marked delivered. Once UPS confirms delivery to the address provided at checkout, Nur by Suhaliah is not responsible for lost or stolen packages. We’ll gladly help you file a claim with UPS.
All claims must be submitted within 14 days of the delivery date shown on tracking. See our Refund Policy for full details.
Order Changes and Cancellations
To change or cancel an order, email us within 12 hours of placing it. After that, your order may already be processing and can’t be changed. Orders that have shipped cannot be cancelled.
Questions?
Email us at hello@bysuhaliah.com and we’ll respond within 1 to 2 business days. Please include your order number.
2. Refund Policy
Refund Policy
Last updated: November 3, 2026
At Nur by Suhaliah, every bottle is carefully inspected and packaged before it leaves us. Fragrance is a personal care product, so for hygiene and safety reasons, all sales are final. We do not accept returns or exchanges, and we do not issue refunds once an order has shipped.
Please read product descriptions carefully before you buy. If you have questions about a scent, email us before placing your order and we’re happy to help.
What We Cover
We stand behind every order that leaves our hands. If something goes wrong in transit, we’ll make it right.
Damaged Items
If your order arrives broken, leaking, or damaged, email us within 48 hours of delivery with:
Your order number
Clear photos of the damaged item
Photos of the shipping box and packaging, inside and out
Please keep all packaging until your claim is resolved, as UPS may ask to inspect it. We’ll file the claim with UPS and send you a replacement at no cost once the damage is confirmed.
Lost Packages
If your tracking hasn’t updated for 7 business days, contact us. We’ll open a claim with UPS and send you a replacement at no cost once UPS confirms the package is lost.
Packages Marked Delivered
If tracking shows your package was delivered but you can’t find it, check with neighbors, look around your property, and allow 24 hours, since packages sometimes arrive after they’re marked delivered. Once UPS confirms delivery to the address entered at checkout, Nur by Suhaliah is not responsible for lost or stolen packages. We’ll gladly help you file a claim with UPS.
Wrong Item Received
If we sent the wrong item, email us within 48 hours of delivery with your order number and a photo of what you received. We’ll ship the correct item at no cost.
Replacements
Approved claims are resolved with a replacement of the same product. If that product is out of stock, we’ll issue a refund to your original payment method.
All claims must be submitted within 14 days of the delivery date shown on tracking. Claims submitted after that window cannot be accepted.
Not Covered
Change of mind or scent preference
Opened or used products
Skin sensitivity or allergic reactions. Please review ingredients and patch test before full use.
Orders delivered to an incorrect address entered at checkout
Packages UPS marks as delivered to the address provided
Order Cancellations
Orders can be cancelled for a full refund within 12 hours of purchase, before they begin processing. After that, orders cannot be cancelled. Orders placed with a PO Box or APO, FPO, or DPO address will be cancelled and refunded, since UPS cannot deliver to those addresses.
Questions?
Email us at hello@bysuhaliah.com with your order number, and we’ll respond within 1 to 2 business days.