Shipping, Exchange and Returns
We ship internationally from our studio in Shanghai. Shipping is $8 for all countries, and is free for all orders over $35. The final shipping cost is automatically calculated at checkout.
Orders are usually shipped within 3 business days of being placed. After you place an order, you will receive an Order Confirmation email. Once your order is fulfilled and on its way, we will send you a Shipment Confirmation email with a tracking number.
We use reputable international courier services. However, as there are some restrictions on internationals shipment of incense items, no expedited service is currently available.
The current list of locations that we ship to are: Australia, Austria, Belgium, Brazil, Canada, Chile, Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Indonesia, Ireland, Israel, Italy, Japan, Luxembourg, Macau, Malaysia, Mexico, Monaco, Mongolia, Netherlands, New Zealand, Norway, Philippines, Saudi Arabia, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, UAE, UK, USA and Vietnam.
Please be aware that shipping charges do not include international customs, duties, tariff, or broker taxes. All applicable taxes and duties will be paid by the customer and are due to the carrier. Contact the customs office in your destination country for information about any applicable duties or taxes. Packages may held at the local sorting facility until customs are paid. Customs fees may be applied after package is received.
In the event that an attempted delivery is not successful, and we are notified by the shipping company, we will attempt to contact the purchaser via email. If the purchaser does not respond to the first email, we will send a follow up email. And if the purchaser still does not respond within the holding time frame specified by the shipper, the item will be returned. Under such circumstances, where we have made all possible effort to ensure the shipment of an item, we will not offer a full refund or replacement for the purchase. A store credit for the cost price of the item will be offered.
If an item has been shipped but not received, the purchaser must contact us within 45 days of of the shipment date to notify us. We will do our best to resolve the issue for you and act in good faith. However, if you contact us after 45 days, we cannot guarantee refund or replacement unless you have proof from the shipper that the item was not delivered. Any refund or store credit will be at our discretion otherwise.
EXCHANGES & RETURNS
We want our customers to be happy. If you are dissatisfied with your purchase for any reason, we offer exchange or refund within 7 days of delivery arrival. Your item must be unused and in the same condition that you received it. It must also be in the original packaging and have all packaging intact. Items not in its original condition, is damaged or missing parts for reasons not due to our error are not eligible.
If you require an exchange or refund, please send us an email at firstname.lastname@example.org and we will provide you with instructions. If the request is due to defective or damaged product, please provide description and photographs of the problem.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be submitted by us within 3 working days. The actual date of receiving the returned funds will depend on the processing speed of the financial intermediary and your banking institution.
Only regular priced items may be exchanged or refunded, unfortunately sale items cannot be exchanged or refunded unless defective.
We are not responsible for refunds if:
- Packages are refused due to high duties and taxes.
- Packages can not clear customs because of restrictions.
- Items that are missing because they are confiscated by Customs.