Shipping, returns & exchanges

We ship physical goods to countries and regions enabled at checkout. If your country is not listed, contact support—we may be able to add it.

Remote or island addresses may incur longer transit times or additional fees charged by the carrier.

Orders are typically packed within 1–3 business days after payment confirmation. Peak seasons (holidays) may add delay.

Standard transit is usually 5–15 business days depending on destination and customs. Express options, if shown at checkout, are faster but cost more.

Shipping fees are calculated at checkout based on weight, volume, and destination. Duties, taxes, and customs clearance are the buyer's responsibility unless we explicitly state otherwise for your region.

If a parcel is refused or unclaimed and returned to us, we may deduct return shipping and restocking fees from any refund.

When your order ships we email a tracking number where available. Use the carrier's site to follow progress.

If tracking shows delivered but you have not received the package, contact us within 7 days—we will help you open a carrier inquiry.

If an item arrives damaged, defective, or not what you ordered, contact us within 14 days of delivery with photos and your order number. We will arrange a replacement, exchange, or full refund including reasonable return shipping where we confirm the fault.

Do not dispose of packaging until the carrier or we confirm—photos of outer and inner packaging help claims.

For unused goods in original, unopened packaging, you may request a return within 14 days of delivery where local consumer law allows. Return shipping is generally paid by the buyer unless we state otherwise.

Opened incense, consumables, or personalised items may not be eligible for hygiene or custom reasons—check the product page or ask support before opening.

We offer exchanges when stock allows—for example swapping for the same product if yours is faulty, or another variant if you ordered the wrong SKU and the item is unused and re-saleable.

If the new item costs more or less, we will invoice or refund the difference after we receive and inspect the returned goods.

Approved refunds are processed within 7–14 business days after we receive the return. Timing on your card or wallet depends on your bank.

Promotional discounts are applied proportionally if you return part of a multi-item order.

Handmade and natural products are not warranted against normal wear or minor variation. Manufacturing defects are covered as described in the defective-goods section above.