Incense is personal, and it is used up as it burns. That shapes this policy: unopened boxes can come back, and anything that arrives damaged or wrong we will put right.
Unopened boxes: 30 days
You can return unopened boxes, still sealed and in their original packaging, within 30 days of the delivery date.
- Email [email protected] with your order number and how many boxes you are returning.
- We will reply with the return address and instructions.
- Return shipping for an unopened return is paid by you, unless we made a mistake with your order.
- Once the boxes arrive, we issue the refund within 5–7 business days.
Damaged, defective or wrong items
If your order arrives damaged (for example, broken sticks or a crushed box), is defective, or is not what you ordered, tell us within 30 days of delivery and include a photo of the item and its packaging. We will send a replacement or give you a full refund, whichever you prefer. You do not need to send the damaged item back unless we ask.
Lost or missing parcels
If tracking shows your order delivered but you do not have it, or it has not arrived within 30 days of shipping, email us with your order number. We will check with the carrier and send a replacement or give you a full refund.
What we cannot take back
- Opened or burned incense returned because of scent preference.
- Boxes returned more than 30 days after delivery.
- Items damaged by misuse or improper storage after delivery.
Cancelling an order
Email us as soon as possible with your order number. If your order has not shipped yet, we will cancel it and refund you in full. If we cannot ship within 30 days, you can cancel for a full refund (see Shipping).
How refunds are paid
Refunds go back to your original payment method. Your bank or card issuer may take 3–10 business days after we issue the refund to show it on your statement. There is no restocking fee.
Questions
Write to [email protected]. We aim to reply within 1–2 business days.