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KING ROX / HELP & GUIDANCE

Frequently asked questions

A little clarity for your fragrance journey.

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YOUR QUESTIONS, ANSWERED

Fragrance & sizes

What is inside, what arrives and how to choose.

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Fragrance & sizes

What is a King Rox decant?

A decant is a smaller amount of a source fragrance, independently transferred into a King Rox atomizer and supplied in our presentation box. King Rox is an independent business. Our decants are not official samples or travel sizes supplied by the fragrance brand.

Read our Statement of Independence

Which sizes can I choose, and what will I receive?

Choose a 3 mL, 5 mL or 10 mL King Rox decant, where available. The original source bottle is not included with a decant. Select Original sealed bottle to receive the manufacturer's bottle in its unopened packaging, at the volume and price shown.

Explore the fragrances

Where does the perfume come from?

We buy every perfume from the brand's authorised UAE distributor and keep the invoices. The source brand and fragrance are identified in the product description and on the decant label. King Rox independently prepares the decant; it is not supplied or endorsed by that brand.

About our sourcing and independence

Do you mix, dilute or add anything to the perfume?

No. We never mix, dilute or add anything to the perfume. A King Rox decant contains the identified source fragrance, transferred into our atomizer. The selected size tells you the volume you are buying; it does not describe a different formula.

See how it works

How can I identify the source of my decant?

Every decant carries a batch number, shown on your bottle and invoice, that traces it back to the original bottle. If you have a question, contact us with your order reference and batch number so we can check the preparation record.

Contact King Rox

Why do some images show the original brand's bottle?

The original bottle helps identify the source fragrance. It is not included when you select a King Rox decant. Check the chosen format and product description before ordering: decants arrive in King Rox packaging, while an original sealed bottle arrives in the manufacturer's packaging.

Compare the formats

Orders & payment

Do I need an account to place an order?

No. Guest checkout is available. Use an email address you can access, as confirmations and order updates are sent by email only. Viewing a guest order requires secure verification; an order number alone cannot unlock order details or personal information.

Continue shopping

Can one order contain different fragrances, brands and sizes?

Yes. One order can contain several fragrances, source brands, sizes and formats. My orders lists the purchase under one order number, with item previews and the order total. Open that order to see every purchased item, its selected format, quantity and amount.

View my orders

Where can I check my order and tracking number?

Sign in to My Account, open My orders and select your order number. Its details show the current preparation or delivery status. Tracking appears when dispatch details are available, and we email it when the parcel leaves us. A preparing order may not have tracking yet.

Open my orders

Where can I see delivery charges, VAT and my invoice?

Review the full total at checkout before confirming. Your order details keep the purchased items, delivery charge, any applied discount or additional fee, and the applicable VAT breakdown together. When an invoice has been issued, you can access it from your own order details.

View my orders

Can I change or cancel an order after placing it?

Contact us promptly with your order number and the change you need. A discretionary change may not be possible once preparation has begun. Check the cancellation terms for the applicable window. This does not affect rights arising from a defect, non-delivery or another failure to fulfil the order.

Read the cancellation terms

Delivery & tracking

Where do you deliver?

We deliver from Al Ain to all seven UAE emirates. Ship to shows the destinations currently available and lets you change your location. International shipping is available only for enabled countries through a perfume-approved courier service; until that service is ready, orders remain UAE-only.

Check delivery information

How long does UAE delivery take?

The UAE delivery estimate is 1–2 business days for Al Ain and Abu Dhabi, and 1–3 business days for other emirates. Review the estimate shown for your location and order at checkout. These are delivery estimates, not guarantees; tracking follows by email after dispatch.

Read UAE delivery details

What is the delivery fee, and is cash on delivery available?

Delivery fees, any free-delivery threshold and cash-on-delivery availability depend on your location. Check Ship to and the delivery information at checkout before confirming the order. You can change the suggested location at any time; the selected destination determines the options shown.

Read delivery and payment guidance

Who pays international customs charges and import taxes?

For available international destinations, the buyer pays destination duties, taxes and local fees disclosed as excluded from the order price. Authorities set these charges, and they may not be possible to estimate. Follow the courier's customs requests, and contact King Rox if delivery goes wrong.

Read international delivery terms

What if only part of my order arrives, or a parcel is delayed?

Open your order details to check which items are allocated to each parcel and each parcel's tracking status. Separate parcels can arrive at different times. If an item is missing from a delivered parcel, or a delivery is delayed or appears lost, contact us so we can investigate.

Get help with an order

Returns & refunds

Can I return a fragrance if I change my mind?

We do not offer change-of-mind returns or exchanges for opened or unopened products, except where applicable law requires otherwise. King Rox decants are filled to order. This does not limit your rights for damaged, incorrect, defective or misdescribed goods. Our smallest discovery size is 3 mL.

Read the returns policy

What should I do if an item is damaged, leaking or incorrect?

Contact us preferably within 48 hours with your order number, affected item and quantity, a description and a photo where available. Damaged items qualify for a free replacement or full refund; incorrect items for free collection and replacement, or refund. The reporting request does not limit mandatory rights.

Contact King Rox

What if the pump does not work or the item is not as described?

Tell us as soon as you notice the problem, including your order number and the affected item. Defective or misdescribed items receive a free replacement or full refund. This includes problems with the pump, fragrance or volume. Our reporting guidance does not remove mandatory consumer rights.

See how to make a claim

Do I need to send the item back before you can help?

Please contact us first and send an item back only after we provide instructions. For damage claims, we normally assess a photo first. If you cannot provide one, ask us for help. Email hello@kingrox.ae with your order details; we reply within one business day.

Email customer care

How will I receive an approved refund?

Approved refunds return to the original payment method; cash-on-delivery refunds use a verified bank transfer. Bank processing may add time after the refund is issued. We refund delivery fees when the error is ours, without limiting any wider remedy required by law. See the policy for processing details.

Read refund information

My account

What if I have forgotten my password?

Choose Forgot password on the sign-in page and enter your account email. Follow the recovery instructions sent to that address if the account supports password recovery. Keep reset links private. After a successful reset, return to Sign in to access your account.

Reset your password

How do I change the email address on my account?

Sign in, open Account details and choose Change email. Enter the new address and continue through the required confirmation steps. Typing a new address does not change your account email immediately. Your existing orders and account reference stay associated with your account.

Open account details

Will changing a saved address update an order I already placed?

No. Saved addresses help with future checkouts, while each placed order keeps its own delivery and billing details. To request a change to an existing order, contact us promptly with the order number. A change may not be possible once preparation has begun.

Manage saved addresses

Can I stop offers while keeping important order emails?

Yes. Fragrance news and offers are optional. In Account details, open Email preferences, choose your preference and save it. Your marketing choice is separate from necessary order, delivery and account messages. Order confirmations, tracking, delivery updates and refunds are communicated by email only.

Manage email preferences

Vending machines

What if a machine takes payment but does not release the product?

Email hello@kingrox.ae with the machine location, purchase time, payment reference and the last four digits of your card. After verifying the payment and failed dispense, we aim to initiate a refund or arrange the product the same day. Bank processing may take longer.

Email customer care

Does the same returns policy cover vending-machine purchases?

Yes. The same applicable product policy covers vending-machine purchases. Change-of-mind returns are not offered, subject to mandatory rights, while damaged, incorrect, defective or misdescribed goods remain covered. Keep your payment confirmation and contact us with the machine location and purchase details if something is wrong.

Read the returns policy

What purchase details should I keep for vending-machine support?

Keep the payment confirmation, machine location and purchase time so we can identify the transaction. When contacting support, share the payment reference and only the last four digits of your card. Never send a full card number or security code. Email is the best place to share these details.

Email customer care

A LITTLE MORE GUIDANCE

Explore with confidence.

How we prepare your fragrance See the decanting process and what arrives in your King Rox box. How It Works Know exactly what you receive Understand King Rox decants, original bottles and our independence. Our independence

Frequently asked questions

Fragrance & sizes

Explore with confidence.

Scent stories and new discoveries from King Rox.