FAQ

Here you will find answers to the most common questions about our frankincense products, deliveries, and company.

About ZAHRAL

Who is ZAHRAL?

ZAHRAL is an e-commerce platform founded in 2025 by Nouraldin, dedicated to offering nature’s purest gifts with a strong focus on frankincense. We specialize exclusively in high-quality frankincense-based products for wellness, skincare, and aromatherapy. ZAHRAL stands for quality, tradition, and well-being.

Why do you focus on Frankincense?

Frankincense has been valued for thousands of years for its natural, therapeutic, and aromatic properties. We focus on frankincense because of its:

Historical and cultural significance

Natural skincare and wellness benefits

Wide use in aromatherapy and traditional rituals.

Shipping & Payment

What delivery options do you offer?

We offer PostNord or DHL shipping. Standard delivery times are:

4–7 business days within Sweden

7–14 business days outside Sweden

After your order has been processed.

What is the shipping cost?

Shipping costs $8.99 in EU

We offer free shipping on orders over $50.

Which payment methods do you accept?

We accept:

Credit/Debit Cards (Visa & Mastercard)

PayPal

Can I track my order?

Yes. Once your order has been dispatched, you will receive an email with a tracking number and a link to track your shipment.

Returns, Refunds & Complaints

Here you will find information regarding returns, withdrawals, and complaints. ZAHRAL follows the Swedish Distance Contracts Act to ensure you feel safe with your purchase.

Returns & Right of Withdrawal

1. How long do I have to return an item?

You have the right to cancel your purchase within 14 days from the day you, or someone appointed by you, received the item.

2. How do I initiate a return?

To exercise your right of withdrawal:

Step 1: Email us at

📧 Connect.zahral@gmail.com

(You may also use the Swedish Consumer Agency’s standard withdrawal form.)

Step 2: After notifying us, send the item back within 14 days.

Step 3: Always contact us before sending the package to receive the correct return address and instructions.

3. Do I have to pay for return shipping?

Yes. The customer is normally responsible for the return shipping cost when exercising the right of withdrawal.

4. Can I return all types of products?

For hygiene and health reasons, the right of withdrawal does not apply to the following products if their seal has been broken after delivery:

• Frankincense Soap

• Frankincense Shampoo

• Frankincense Essential Oils

• Frankincense products intended for consumption (if applicable)

5. Can I try the products before returning?

You have the right to examine the product to determine its nature and function. If the product has been handled more than necessary (damaged or used), we reserve the right to deduct an amount corresponding to the diminished value from your refund.

Refunds

6. When will I get my money back?

We will refund the full purchase amount, including the original shipping cost, no later than 14 days after we received your notice of withdrawal.

Please note: We may withhold the refund until we have received the returned item or until you have provided proof that the item has been sent back.

Complaints (Defective Items)

7. What should I do if my item is damaged or defective?

If you receive a defective or damaged item, you have the right to make a complaint. The right to complain is valid for three (3) years under Swedish law.

Action:

Contact us immediately at

📧 Connect.zahral@gmail.com

Notifying us within two months is always considered reasonable.

Resolution:

For approved complaints, we will:

Repair the defect, or

Send a replacement, or

Offer a price reduction, or

Cancel the purchase (if necessary)

8. Do I pay for shipping if the item is defective?

No. For approved complaints (defective or incorrect items), ZAHRAL covers all shipping costs, including return shipping.

Contact Us

Do you have more questions or need to start a return?

📧 Email: Connect.zahral@gmail.com

📱 WhatsApp: +66 95 607 7100

🏠 Return Address:

Stjärnbildsgatan 118

415 67 Gothenburg

Sweden

Our Frankincense Products

How do I use Frankincense Essential Oil?

Frankincense essential oil can be used in several ways:

• In aromatherapy using a diffuser

• In skincare when diluted with a carrier oil

• Added to bathwater for relaxation

• Always dilute essential oils before applying them to the skin.

Can Frankincense Soap be used on sensitive skin?

Our frankincense soap is made with natural ingredients. While frankincense is generally gentle, we recommend performing a patch test before use, especially if you have sensitive skin.