Orders are processed during our normal business days, excluding weekends and public holidays.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

During product launches, promotional periods, exhibitions, public holidays or other busy periods, processing may take longer than usual. We appreciate your patience during these times.

Placing an order does not guarantee that the order can be fulfilled. In the unlikely event that an item is unavailable, incorrectly priced or cannot be shipped to your destination, Yuan Sense may contact you to amend or cancel the affected order. If an order is cancelled by Yuan Sense, any payment received for the cancelled item will be refunded.

Free standard shipping is available for Australian retail orders of AUD $99 or more.

For orders under AUD $99 and weighing up to 3 kg, a flat shipping rate of AUD $XX applies.

Orders weighing more than 3 kg, unusually large orders, wholesale orders and bulk purchases may require an individual shipping quote.

The free-shipping threshold is calculated using the final order value after discounts have been applied and excludes shipping charges, gift cards and any separately quoted wholesale or bulk orders.

All Australian orders are sent using a trackable delivery service.

Once your parcel has been dispatched, Yuan Sense will provide the tracking details supplied by the carrier. It is the customer’s responsibility to monitor the tracking information and make suitable arrangements to receive or collect the parcel.

Tracking updates are provided by the delivery carrier. Yuan Sense does not control the timing, frequency or accuracy of carrier tracking scans.

Any delivery timeframe displayed on our website, at checkout or in a dispatch notification is an estimate only. It is not a guaranteed delivery date unless Yuan Sense has expressly confirmed otherwise in writing.

Delivery may be affected by circumstances outside our reasonable control, including carrier delays, severe weather, natural disasters, industrial action, public holidays, customs processing, transport disruptions and unusually high delivery volumes.

Yuan Sense will take reasonable steps to assist with delivery enquiries but cannot guarantee delivery by a particular date where the delay is outside our reasonable control.

If you require an order for a particular event, holiday or deadline, please place your order early and contact us before purchasing if timing is essential.

Customers are responsible for providing a complete and accurate delivery address, recipient name, email address and contact number at checkout.

Please review your order confirmation carefully. If you notice an error, contact Yuan Sense as soon as possible.

We will try to update an address before dispatch, but we cannot guarantee that changes can be made once an order has been processed, packed or lodged with the carrier.

If a parcel is delayed, misdirected, returned or lost because the customer supplied an incomplete or incorrect address, the customer may be responsible for any additional delivery, redirection, return-to-sender or redelivery charges, except where the issue was caused by Yuan Sense or the carrier.

Where a customer selects or authorises an “authority to leave”, “safe drop” or similar delivery option, the carrier may leave the parcel at the nominated address without obtaining a signature.

Please choose a safe and appropriate delivery location. Where possible, we recommend using an attended residential or business address.

Any carrier investigation, available compensation and Yuan Sense’s response will depend on the circumstances of the delivery and the customer’s rights under applicable law.

If no one is available to receive the parcel, the carrier may leave collection instructions, redirect it to a collection point or attempt delivery again.

Customers are responsible for monitoring tracking information and collecting parcels within the carrier’s specified timeframe.

If a parcel is returned to Yuan Sense because it was:

• not collected;
• refused without prior agreement;
• addressed incorrectly by the customer;
• unable to be delivered due to insufficient access information; or
• returned following repeated unsuccessful delivery attempts,

the customer may be required to pay the actual return-to-sender and redelivery costs before the parcel is sent again.

If the customer chooses not to have an eligible returned order resent, any approved refund may be reduced by the original shipping cost and any return-to-sender charges incurred by Yuan Sense, except where the return was caused by our error, a product fault or where otherwise required by law.

Optional shipping insurance or additional carrier cover may be available for an additional fee.

If you would like additional cover, please select the available option at checkout or contact us before placing your order.

Carrier cover is subject to the carrier’s own eligibility requirements, exclusions, evidence requirements and claim limits. Purchasing or declining optional cover does not exclude or reduce any rights you may have under the Australian Consumer Law.

If your parcel appears to be delayed, please first review the tracking information and allow the carrier’s estimated delivery period to pass.

If the tracking has not updated for an unusual period or the parcel has not arrived within a reasonable timeframe, please email Yuan Sense with your:

• full name;
• order number;
• delivery address; and
• tracking number.

Yuan Sense may lodge an enquiry with the carrier and may need to wait for the carrier to complete its investigation before determining the appropriate next step.

A parcel will not normally be treated as lost until the carrier has completed reasonable searches or officially confirmed that it cannot be located.

Nothing in this section excludes any rights or remedies available under the Australian Consumer Law.

If your order arrives damaged, please contact Yuan Sense as soon as reasonably possible.

To help us investigate and resolve the issue, please provide:

• your order number;
• photographs of the damaged product;
• photographs of the internal and external packaging;
• photographs of the shipping label; and
• a short description of the damage.

Please retain the damaged product and all original packaging until we confirm whether they are required for a carrier assessment or claim.

Where possible, we recommend contacting us within 48 hours of delivery because prompt notice can assist with a carrier investigation. This requested timeframe does not limit any rights you may have under the Australian Consumer Law.

Depending on the circumstances and applicable consumer guarantees, the resolution may include a replacement, refund or another appropriate remedy.

Please inspect your order after delivery.

If you believe that an item is incorrect or missing, email Yuan Sense with your order number and clear photographs of the contents and packaging.

If Yuan Sense confirms that an error occurred while preparing your order, we will arrange an appropriate solution at no additional cost to you.

Scent is personal, and every person may experience and interpret fragrance differently.

Yuan Sense is not required to provide a refund or exchange where a customer simply changes their mind, no longer wants the product, prefers a different fragrance or makes an incorrect selection.

However, Yuan Sense may consider a change-of-mind exchange if the request is made within 14 days of delivery and all of the following conditions are met:

• the request is approved by Yuan Sense before the product is returned;
• the product is completely unopened, unused and undamaged;
• all seals, wrapping, labels and original packaging remain intact;
• the product is in a condition suitable for resale;
• valid proof of purchase is provided; and
• the product is not a sale, clearance, promotional, personalised or final-sale item.

For hygiene, quality-control and product-integrity reasons, Yuan Sense does not accept opened or used products for change-of-mind exchanges.

This opened-product restriction applies only to change-of-mind requests. It does not limit your rights if a product is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

All approved change-of-mind exchanges remain at Yuan Sense’s discretion.

For an approved change-of-mind exchange, the customer is responsible for:

• the cost of returning the original product to Yuan Sense;
• the cost of delivering the replacement product;
• any price difference between the original and replacement products; and
• ensuring the returned product reaches Yuan Sense safely.

Original delivery charges are not refundable for a change-of-mind exchange.

We strongly recommend returning products using a trackable delivery service. Yuan Sense cannot process an exchange until the returned product has been received and inspected.

If the returned product is opened, used, damaged, incomplete or otherwise not in resalable condition, Yuan Sense may decline the change-of-mind exchange and may require the customer to pay the cost of returning the product to them.

Please do not send a product back without first contacting Yuan Sense and receiving return instructions.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product is faulty, unsafe, significantly different from its description, not of acceptable quality or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

A difference in personal scent preference does not, by itself, mean that a product is faulty. However, Yuan Sense will consider all genuine quality concerns carefully.

The conditions applying to voluntary change-of-mind exchanges do not restrict any rights or remedies available under the Australian Consumer Law.

Customers outside Australia must contact Yuan Sense for a shipping quote before placing an order.

International shipping costs are calculated according to the destination, parcel weight, dimensions, product type and selected delivery service.

Yuan Sense may decline or cancel an international order if the destination cannot be serviced or if the products cannot reasonably or lawfully be shipped to that destination.

International delivery estimates do not include customs processing time and are not guaranteed.

International customers are responsible for checking whether incense, aromatic woods, herbs, plant-derived materials or any other ordered products may lawfully be imported into their destination country.

The customer is also responsible for any applicable customs duties, import taxes, brokerage fees, inspection charges, permits and local handling fees unless Yuan Sense expressly agrees otherwise in writing.

Yuan Sense cannot guarantee that an international parcel will clear customs by a particular date.

If a parcel is refused, returned, held, confiscated or destroyed by customs because of destination-country restrictions, unpaid duties, missing customer-provided information or the customer’s refusal to accept delivery, any refund or reshipment will be assessed individually. Subject to applicable law, Yuan Sense may deduct non-recoverable shipping, return, customs and handling costs from any approved refund.

This does not apply where the problem was caused by an error made by Yuan Sense or where a remedy is required by law.

Wholesale, trade and bulk orders may be subject to separately agreed shipping charges, delivery arrangements, insurance requirements and commercial terms.

Unless Yuan Sense confirms otherwise in writing, retail free-shipping promotions and flat-rate delivery offers do not apply to wholesale or bulk orders.

For questions about shipping, delivery, exchanges, damaged parcels or international shipping quotes, please email us before returning a product.

Please include your full name and order number so that we can assist you efficiently.