How to reach us — whether you need help, want to make a claim, have a complaint, or simply want to tell us something went well. All four reach a person, not a queue.
1 · How to reach us
| Channel | Detail | Best for |
|---|---|---|
| +971 50 79 33 929 | Quickest — orders, claims, advice on choosing | |
| Telephone | +971 50 79 33 929 | Anything urgent |
| duha.perfume@gmail.com | Claims with attachments, formal complaints | |
| Store contact form | On the website | General enquiries |
| All our links | linktr.ee/weareduha | Social, catalogue, everything in one place |
2 · When we reply
| Enquiry | We aim to reply within |
|---|---|
| WhatsApp and telephone | The same working day |
| 1 working day | |
| Damage or refund claim | 2 working days with a decision |
| Formal complaint | Acknowledged in 1 working day, resolved in 5 working days |
Messages that arrive late in the evening or on a public holiday are answered the next working day.
3 · If something has gone wrong
- Tell us plainly what happened, with your order number and photographs if relevant.
- We acknowledge it and give you a reference.
- We investigate and come back with a decision and the reason for it.
- If you are still not satisfied, ask for it to be escalated to the brand owner, who reviews it personally.
- Beyond us, you may contact the UAE Ministry of Economy & Tourism on 800 1222. We would much rather you gave us the chance first.
4 · If something has gone right
Please tell us. A message saying a gift landed well, or that a scent was
what someone hoped for, is worth more to a house this size than almost anything else. Send it to any
channel above. If you are happy for us to share it, say so —
we will always ask before we use your words publicly, and we will never edit them to be kinder.
5 · What we will never do
- Ask for your full card number, PIN or online banking password. Anyone who does is not us.
- Pressure you into store credit when you are entitled to a refund.
- Remove an honest review because it is critical.
