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Frequently Asked Questions
Frequently Asked Questions
How do I choose a scent?
Start with the mood you want to create. Each product page describes the scent profile, atmosphere, and suggested ritual. If you need help choosing, email stillsanctuary@hotmail.com or contact us on WhatsApp at +852 6694 3843.
How should I burn incense safely?
Place the incense in a suitable heat-resistant holder on a stable surface. Burn it in a well-ventilated area, away from children, pets, drafts, and flammable materials. Never leave burning incense unattended.
When will my order ship?
Orders are normally dispatched from our warehouse in China within 48 hours. Delivery estimates and shipping charges are shown at checkout.
What are the shipping rates?
Standard shipping is US$13.99 to the United States, with free shipping over US$90. Standard shipping is £8.99 to the United Kingdom, with free shipping over £60. The checkout rate controls if a promotion or later update applies.
Will I need to pay import duties?
Orders are shipped delivered-duty-paid (DDP) where available, so duties and import taxes handled through our shipping arrangement are paid by Still Sanctuary. Any exception will be disclosed before purchase.
Can I return an order?
You may notify us within 14 days after delivery if you wish to return an eligible unused and unopened product. After approval, send it back within 14 days. Opened, used, or burned incense that cannot be resold is not eligible for a change-of-mind return. See our Refund and Return Policy for full terms.
Do you offer exchanges?
We do not process direct exchanges. Return an eligible item for a refund, then place a new order.
What if my order arrives damaged or incorrect?
Email stillsanctuary@hotmail.com as soon as possible with your order number and clear photographs of the item, packaging, and shipping label. We will review the issue and provide the appropriate remedy.
How can I contact you?
Email stillsanctuary@hotmail.com or WhatsApp +852 6694 3843. Support hours are 10:00 AM–10:00 PM China Standard Time (UTC+8), daily.