Frequently Asked Questions

Here, we've compiled the questions that we actually receive from our customers. Can't find your question? Contact us via the contact page, and we'll respond as soon as possible.

About Frankincense and Quality

1. How do I know if Hojari frankincense is authentic?

You can check four signs yourself:

  • Color: Light tears, tending towards white or light green, with partial transparency. Dark brown color usually indicates a lower grade.
  • Scent before burning: Hojari has a refreshing, citrusy, pine-like aroma. A strong sweet scent before burning usually means it's scented (soaked) and not raw.
  • Smoke: Pure frankincense produces light white smoke and doesn't leave a heavy burnt smell.
  • Texture: A good tear is dry and firm, not sticky or crumbling quickly.

2. What is the difference between Hojari, Najdi, and Dhofari?

All are Omani frankincense from the Dhofar Governorate, differing in tree location and grade. Hojari is the highest quality, lightest in color, and has the purest scent. Najdi comes from the Najd plateau, its tears are harder, and its scent is slightly warmer. Dhofari is a broader term that generally covers the frankincense of the region with a deeper tone. For hospitality and special occasions, we recommend Hojari; for daily use, Najdi or Omani frankincense (Luban Dhakar).

3. What is the difference between raw frankincense and ma'moul?

Raw refers to the tears as they are directly from the tree, without any additives. Ma'moul is authentic frankincense scented with an aromatic blend (rose, oud, sandalwood, saffron...) resulting in a stronger and longer-lasting fragrance. Those who prefer the natural frankincense scent choose raw, while those who desire a complex fragrance choose ma'moul.

4. What is the correct method for burning frankincense?

One or two tears are enough for a room. Use an electric burner at medium heat, or charcoal after its flame has subsided and it's glowing embers. The most common mistake is excessive heat: it burns the frankincense instead of vaporizing it, producing a burnt smell instead of a frankincense aroma. For best diffusion: burn 10 minutes before guests arrive with windows closed, then ventilate the area afterward.

5. How do I store frankincense, and what is its shelf life?

Raw frankincense is a natural resin that lasts a long time if stored correctly: in an airtight glass container, in a dry, temperate place, away from direct sunlight and humidity. Skincare products and oils have an expiration date printed on the packaging — adhere to it.

6. Can frankincense be drunk or chewed?

Frankincense water and chewing frankincense are ancient traditional practices in the Arabian Peninsula, and we offer Hojari Frankincense Tea specifically for drinking. However, please note that our products are not medicines, and we make no medical or therapeutic claims. If you are pregnant, breastfeeding, or taking regular medication, consult your doctor before internal use.

7. Are skincare products suitable for sensitive skin?

Our products are cosmetic skincare products made with natural ingredients. With any new product, we recommend testing a small amount on a limited skin area and waiting 24 hours. For highly sensitive skin or during pregnancy, consult your doctor first. Pure essential oils should not be used directly on the skin without dilution.

Shipping and Delivery

8. How long does delivery take?

Order processing takes 1–3 business days (Sunday – Thursday), then:

  • Doha and its suburbs: 2–4 days (or 1–2 days with express shipping)
  • Rest of Qatar: 3–5 days (or 2–3 days with express)
  • GCC countries: 5–7 days (or 3–4 days with express)
  • Rest of the world: 7–14 days (or 4–7 days with express)

These are estimated times and may be affected by customs or weather conditions. More details can be found in the shipping policy.

9. How much does shipping cost? And when is it free?

Shipping costs are calculated automatically on the checkout page based on your address, order weight, and selected shipping method. A free shipping threshold is available within Qatar — the remaining amount to reach it is displayed in the cart.

10. How do I track my order?

Once your order is shipped, you will receive a confirmation message including the tracking number and a direct link to the shipping company's website. If you don't receive it, contact us via the contact page with your order number.

Payment and Returns

11. What payment methods are available?

We currently accept payments via PayPal. We are currently working on adding bank cards (Visa/Mastercard), Apple Pay, and cash on delivery. If you wish to purchase using another method now, please contact us, and we will arrange it manually.

12. What is the return policy?

Returns or exchanges are accepted within 7 days of receipt within Qatar, for sealed, unused products with their original packaging — this is for hygiene reasons for skincare and food products. However, if you receive a product that is damaged, defective, or different from what you ordered, contact us within 48 hours with photos, and we will bear all costs and replace it or issue a full refund. Details are in the refund policy.

13. Do you offer gift wrapping?

Our boxes come ready for gifting. If you would like a card written with your name or special wrapping, contact us before placing your order, and we will arrange it for you.