European Precision.
Arabian Soul.
The beating heart of our brand, marrying French refinement with Middle Eastern richness.
FAQ
Hemel Paris · Client service
FAQs
Answers to your questions about our fragrances, retail partners, orders and client service.
A little guidance. A lasting connection.
Discover the house
The house & fragrances
Get to know Hemel Paris and find your next signature fragrance.
What is Hemel Paris, and what does the name mean?
Founded in 2017, Hemel Paris is a fragrance house inspired by European elegance and Arabian depth. Hemel is the Dutch word for heaven, reflecting our idea of “heaven in a bottle”. Our approach brings together craftsmanship, creativity, authenticity and accessible luxury.
Which fragrance houses can I explore through Hemel Paris?
Explore five fragrance houses: SAP, Unlimited, Fumeri, Hemel and Henry Perfumery Lab. Each has its own creative identity, united by a shared focus on quality, individuality and fragrance storytelling.
How can I choose a fragrance that suits me?
Start with the fragrance notes you enjoy, then compare the top, heart and base notes on each product page. Tell our fragrance consultants about scents you already love and the occasions you have in mind, and they can help you explore suitable options.
If you have a particular fragrance in mind, contact your preferred retailer to check whether a tester is available before visiting.
Where can I discover Hemel Paris in person?
You can explore Hemel Paris through our retail partners in the UAE, Oman and Saudi Arabia:
- UAE: Essenzi Perfumes, French Fragrance L.L.C, Smell Attractive Perfumes L.L.C and Senzone UAE.
- Oman: Essenzi and Capital Store.
- Saudi Arabia: Senzone.
Contact our team for help finding a location and confirm the fragrance selection with your chosen retailer before visiting.
From our house to yours
Orders & delivery
Find guidance on delivery destinations, timings and help with your order.
Where does Hemel Paris deliver?
We deliver within the UAE, GCC countries and selected international destinations. If your destination is not listed at checkout, delivery is not currently available there.
International orders may incur local customs charges, taxes or import duties, payable by the recipient. See our Shipping Policy for details.
How long does delivery take, and how much does shipping cost?
Order preparation normally takes 1–2 business days. The delivery estimates listed in our policy are:
| Destination | Business days |
|---|---|
| UAE | 1–3 |
| GCC | 3–7 |
| International | 7–15 |
Shipping fees are calculated at checkout according to the destination and parcel size. Busy periods or launches may cause delays. See the Shipping Policy for full details.
How can I get help with an online order or my account?
Contact our client service team by phone, WhatsApp or email. For an order enquiry, include your order number if available, the name used for the purchase and a brief description of what you need help with.
Visit our Contact Us page to choose your preferred contact method.
At your service
Returns & client service
Support for your purchase, from the first enquiry to aftercare.
Can I return a fragrance, and when will I receive a refund?
Eligible items may be returned within 7 days of delivery. They must be unused and unopened, with the original packaging, seals and labels intact, and proof of purchase is required. Opened perfumes are excluded unless damaged or incorrect; other exclusions include gift cards, promotional items, misuse damage and products marked final sale.
Contact our team with your order number and return reason for approval and instructions. After inspection, approved refunds are processed within 7–10 business days, normally to the original payment method. Return shipping is the customer’s responsibility unless we made an error; original shipping charges are also non-refundable unless the return is due to our error.
Please read the Return & Refund Policy for the full conditions.
What should I do if my order is damaged, incorrect or incomplete?
Please notify our team within 48 hours of delivery. Include your order number and clear photographs showing the issue, or video evidence where relevant. We will review your case and arrange an appropriate resolution.
Contact us through the details below and refer to our Shipping Policy and Return & Refund Policy.
How can I contact Hemel Paris, and what are your service hours?
Call: +971 54 204 5803
WhatsApp: Chat with our team
Email: info@hemelparis.com
Hours: Monday–Friday, 9 AM–5 PM, UAE time.
We reply to email enquiries within one business day.
Still have a question?
Our client service team is here to help with your fragrance, order or account enquiry.