FAQs

Orders are processed on business days, excluding weekends and public holidays. Processing may take longer during launches, promotions and other busy periods.

You will receive tracking information once your order has been dispatched.

• Free standard shipping on Australian retail orders of AUD $99 or more
• AUD $XX flat-rate shipping for orders under $99 and up to 3 kg
• Large, wholesale and bulk orders may require a separate quote

The free-shipping threshold is calculated after discounts.

Delivery times shown at checkout or in tracking updates are estimates and are not guaranteed.

Carrier delays, weather, public holidays and other circumstances may affect delivery. If your order is needed by a particular date, please order early.

Yes. All Australian orders are sent with tracking. You will receive your tracking details by email after dispatch.

Please monitor your tracking and arrange to receive or collect your parcel within the carrier’s timeframe.

Contact us as soon as possible if your address is incorrect.

We will try to update it before dispatch, but changes cannot be guaranteed once the order has been processed or packed. Additional redirection or redelivery costs may apply if an incorrect address was provided.

Check your tracking first and allow the estimated delivery period to pass.

If tracking has not updated or your parcel has not arrived within a reasonable timeframe, contact us with:

• Your full name
• Order number
• Delivery address
• Tracking number

We may need to wait for the carrier to complete an investigation before confirming the next step.

If your parcel is returned because it was unclaimed, refused, incorrectly addressed or could not be delivered, you may need to pay the return and redelivery costs before it can be sent again.

Yes, but international customers must contact us for a shipping quote before ordering.

Customers are responsible for checking local import restrictions and paying any applicable duties, taxes, permits and customs fees.

No. We do not offer returns, exchanges or refunds for change of mind, including:

• Choosing the wrong product or quantity
• No longer wanting the product
• Personal fragrance preference
• Finding the fragrance stronger, lighter or different than expected
• Purchasing a gift the recipient does not like

If you are unsure which fragrance to choose, we recommend starting with our Discovery Set.

Opened, burned, sampled or partially used incense cannot be returned because of change of mind or fragrance preference.

This does not affect your rights if the product is faulty, damaged, incorrect or otherwise covered by the Australian Consumer Law.

Contact us if:

• Your order arrives damaged
• You receive the wrong product
• An item is missing
• A product appears faulty
• The product is materially different from its description

Please keep the product, packaging and delivery materials until the issue has been assessed.

Please contact us as soon as possible, preferably within 48 hours of delivery, and include:

• Your order number
• A description of the issue
• Photos of the damaged product
• Photos of the external parcel and shipping label
• Photos of the internal packaging

The 48-hour timeframe helps with carrier investigations but does not limit your rights under the Australian Consumer Law.

Contact us by email before sending anything back. Include:

• Your full name
• Order number
• Product affected
• Description of the issue
• Relevant photos or video

We will review your request and provide the next steps.

No. Please do not send anything back until you have received written instructions and a valid Return Authorisation number, also called an RA number.

Unauthorised returns may be delayed because they cannot be matched to the correct order.

Returns, replacements or refunds are not provided when damage was caused after delivery by misuse, accidental damage, incorrect burning, improper storage, moisture, heat or failure to follow the product instructions.

This does not limit any rights you may have under the Australian Consumer Law.

No. Our incense contains no perfume oils, essential oils, artificial fragrance, chemical burning agents or unnecessary additives.

Its fragrance comes naturally from the aromatic woods, herbs, flowers, spices and resins used in each formula.

Natural incense is not designed to perform like perfume. Its dry scent may feel quiet because there is no fragrance sprayed onto its surface.

The complete fragrance develops gradually through heat and is best experienced while burning.

Before lighting, you are smelling the incense in its dry form. Once lit, heat releases a broader range of aromatic compounds, revealing deeper and more complex layers.

The dry scent is an introduction; the burning scent reveals the complete formula.

Natural incense is generally subtle before burning and becomes more complete as heat releases its aromatics.

Artificially fragranced incense may smell very strong or perfume-like immediately after opening. However, there is no single at-home test, so the clearest indicator is transparency about ingredients and production methods.

When stored correctly, traditionally made natural incense can continue to settle and develop over time.

Our formulas are matured for three to six months before release, allowing the fragrance to become smoother and more harmonious.

Keep it sealed in its original packaging and store it in a cool, dry place away from:

• Direct sunlight
• Humidity and moisture
• Excessive heat
• Strong external odours

No. You can extinguish the incense whenever the fragrance feels complete, especially in a smaller space.

Place the burning end into a heat-resistant bed of ash or sand until fully extinguished. Once cool, the remaining stick can be stored and relit later.

Yes. Once completely cool, store the remaining ends in a small, dry container.

When enough have accumulated, they can be burned again in a stable, heat-resistant incense burner. Never leave burning incense unattended.

Once completely cool, incense ash can be disposed of with household waste.

A very small amount may be added to suitable garden soil or compost, but ash is alkaline and may change the soil’s pH. Avoid using it around acid-loving plants.