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FREQUENTLY ASKED QUESTIONS

Our incense burners add style of your homes decors. They instantly change the ambiance of the setting with their look. And help create a relaxing atmosphere and add a sense of warmth.

Q1: Will you re-stock?

We do our best to re-stock popular items however, due to the limited edition, handmade and made-to-order nature of some of the products we stock, this is not always possible.

We do not currently have the facility to let you know if or when an item is due back in stock.

If you would like to ask about a product, size or colour that is not shown, contact our Customer Services team.

Q2: How to contact customer service?

Our Customer Service Team are available at the following times:

Mon-Fri 2pm-10pm PST, Mon-Fri 9am-5pm EST

You can contact our Customer Service Team via email: info@in-cents.com

Q1: Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply to some countries, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.

Q2: How long will it take to get my order?

It depends on where you are. Orders processed here will take approximately 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-12 days. Delivery details will be provided in your confirmation email. However, due to COVID-19 average order arrival time is approximately 10-15 days.

Q3: What shipping carriers do you use?

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

Q1: Can I return my product?

We always aim to make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.

Q2: Can I get my product personalized?

It depends on the creator and the product. All options are outlined on the product page, so look out for customization options there.

Q1: order status

There multiple statuses for your order depending which stage it is at. Below is a list of the statuses you will see when checking your order's progress.

Processing - We have received payment for your order and it has been created.
Order Received - Your order is waiting to be processed by the Dispatch Team.
Pick - Your order is being worked on by the Dispatch Team. Please note, your order cannot be amended at this stage.
Complete - Your order has been completed and will arrive with you in the specified time frame. Please note, your order cannot be amended at this stage.
Closed - Your order has been refunded.
On Hold - There may be an issue with your order. Our Customer Service Team will contact you within 24 hours to notify you of any issues.
Pending - Your order is waiting to be processed. Our Customer Service Team will contact you within 24 hours should there be any issues.

Q2: Can I change or cancel my order?

If you change your mind about your purchase, you have the option cancel your order within one hour of purchase. To cancel your order, please follow the steps below;

Once an order is cancelled, we cannot undo this. You will need to replace the order yourself.

Please remember, this self-cancellation is only available for the 24-hours of your order being created, after this 24-hour window, we cannot cancel orders.

Q3: Problem with my order

If there is an issue with your order when you receive it please contact out Customer Service Team who as soon as possible. We will do our best to resolve this issue as quickly as we can.
credit-card-payment

payment

Q1: What currency can I use?

We take payments in the following currencies depending on your shipping destination:

£GBP
$USD
€EURO
$AUD
¥JPY
$CA
$HK

For some countries we display an approximate conversion from these currencies to local currencies. Local currencies are for display purposes only and are calculated based on exchange rates that are updated daily.We take payments in the following currencies depending on your shipping destination:

£GBP
$USD
€EURO
$AUD
¥JPY
$CA
$HK

For some countries we display an approximate conversion from these currencies to local currencies. Local currencies are for display purposes only and are calculated based on exchange rates that are updated daily.

Q2: What payment method can I use?

You can use any of the cards listed below to pay for your order:

MasterCard
Visa
American Express
PayPal (Coming Soon)
JCB Discover

Q3: When will I be charged?

The full cost of the order will be charged as soon as it is placed.