FAQ
Our FAQ page offers clear and helpful answers to commonly asked questions, ensuring a smooth and effortless experience. If you require additional support or personalised assistance, our team will be delighted to assist you.
My Account
Do I need to register for an account?
You can use our guest checkout if you'd prefer.
However, please note that by checking out as a guest, you won’t be able to enjoy the following benefits:
- Faster checkout, with your delivery info saved for future purchases.
- Easy access to order status updates.
- Ability to view your order history.
How do I create an account?
To create an account, simply click here. Enter your email address, and we'll send you an OTP (One-Time Password). Once you enter the OTP, you'll be logged into your account—no password required.
If you encounter any issues while creating your account, please reach out to our Customer Care Team via email at info@imari.co.uk
What can I do with my account?
With your account, you can easily track order status updates, view your order history, and quickly repurchase items. Additionally, you’ll be able to manage self-service returns, as long as the return meets our criteria.
Delivery
What delivery options do you have?
The available courier options will depend on your delivery address. Orders over £30 are eligible for free standard delivery. For faster delivery, we offer the following options:
- Royal Mail Tracked 48
- Royal Mail Tracked 24
- DPD Two Day
- DPD Next Day
Delivery costs are automatically calculated and displayed at checkout based on the courier's rates.
Do you offer international shipping?
At the moment, we do not offer international shipping, but this may change in the future.
How long will my order take to arrive?
Orders placed before 3pm, Monday to Friday, will be dispatched the same day. Below are the estimated delivery times:
- Standard Shipping: 3-5 working days.
- Royal Mail Tracked 48: Typically delivered within 2-3 working days from dispatch.
- Royal Mail Tracked 24: Aims to deliver the next working day, but may take up to 2 days.
- DPD UK Two Day: Delivers within 2 working days across the UK, Monday to Saturday.
- DPD UK Next Day: Aims to deliver the next working day, Monday to Saturday.
My order has not arrived
If your order has not yet arrived and you have checked the tracking information provided, we recommend allowing a few additional days, as delivery times quoted by couriers are estimates. If your order has still not been delivered after this time, please contact us and we will follow up with the courier on your behalf. Please note that during busy or festive periods, couriers may experience slight delivery delays.
Order Queries
When will my order be dispatched?
We aim to dispatch all orders placed before 3pm on the same working day. Orders placed after 3pm will be dispatched on the next working day.
Can I cancel my order?
You may cancel your order as long as it has not yet been dispatched. Once your order has been dispatched, cancellation is no longer possible; however, you may return the item in accordance with our returns policy and procedure.
Where is my order?
By logging into your customer account using the email address provided at checkout, you can view updates on your order. For more detailed information, you can also track your order using the tracking code included in your shipping confirmation email.
There's a problem with my order
We sincerely apologise if you have experienced any issues with your order. Please contact us with details of the problem, and our team will be happy to assist you.
Products
What is bakhoor?
Bakhoor (also spelled bukhoor) is a traditional Middle Eastern incense made from wood chips that are infused with fragrant perfume oils and spices. These wood chips are typically agarwood and sandalwood. When burned it releases a long lasting aroma used to fragrance homes, clothing and even hair.
What is the difference between powder and wood chips?
Powder Bakhoor is made from finely ground wood powder. When burnt on our powder bakhoor burners, it creates very little smoke, and the scent is slow releasing and gentle.
Wood Chips are actual little pieces of wood. When placed on a coal these pieces produce more smoke and produce a stronger, deeper fragrance.
If you are new to bakhoor we would recommend trying our powder bakhoor range first as it is easier to use and the scent is very pleasant.
What is the best way to use bakhoor?
When using our powder bakhoor we recommend burning this on one of our powder bakhoor burners. It is very easy to use and produces a very pleasant, gentle, slow releasing aroma.
When using our wood chips we recommend placing a mica/heat sheet on the coal first to prevent the wood from burning too quickly. As this can produce a lot of smoke with a stronger, deeper fragrance, ensure you are in a well ventilated environment.
How long does the powder bakhoor burn for?
When burnt using our powder bakhoor burners, it can usually last for around 3/4 hours of continuous burning. Times may vary for each individual depending on how much powder was used. An easy way to know the powder needs replacing is the colour will change to a pale light brown and the powder will become dry. Showing signs that the perfume oil is now gone.
How long does the wood chips bakhoor burn for?
To achieve an efficient burn using charcoal ensure you also add our bakhoor heat sheets (mica sheets) to prevent the wood from burning too quickly. If you follow our steps the wood chips should burn for around 30 minutes.
Payment
What payment options do you accept?
We accept a wide range of payment methods, including Apple Pay, Google Pay, Visa, Mastercard, American Express, Klarna, and more.
How do I use my gift card?
To redeem your gift card, enter the unique code in the discount field at checkout. If there is any remaining balance, it will be credited to your store wallet. If there is an outstanding amount to pay, you will need to complete the purchase using one of the available payment methods.
Where can I use my promo code?
To use a valid promo code, enter the code in the discount field at checkout and it will be automatically applied to all eligible items.
Returns
How do I return an item?
To return an item, log into your account using the email address provided at checkout. From there, you can manage self-service returns, provided they meet our returns policy. For any other returns or assistance, please contact us at returns@imari.co.uk
My items have arrived damaged
We sincerely apologise if your order has arrived damaged. While we take every care to package items securely, damage can occasionally occur during transit.
If your order is damaged, please contact our customer care team at info@imari.co.uk for assistance .
Do not dispose of any packaging, as you may be asked to provide photos or return the item.
What items can I return?
You have 14 days to return any item, provided it meets our returns policy. Items must be in the same condition as when received—unworn or unused—and in their original packaging.