Frequently Asked Questions

Practical guidance for choosing, using and ordering from Still Sanctuary. For anything specific to an order, contact us directly.

How do I choose by moment?

Choose the use moment before choosing the scent. For reading, desk work or tea, start with READ — Focus & Reading. For a quieter transition into the evening, use RESET — Evening Reset. For gifting, browse GIFT — Gifts for Incense Lovers. For deeper sandalwood and agarwood comparison, enter through Rare Woods.

What do READ, RESET and STAY mean?

READ is the everyday incense-stick path for reading, tea and focused work. RESET describes a shorter change of pace or the transition into evening. STAY is reserved for longer-form incense coils; those products remain unavailable on the Online Store until their composition, packaging and holder requirements are fully verified.

What are the core incense-stick specifications?

Each Core single-scent product contains 12 sticks, packed in two boxes of 6. Lavender sticks are approximately 16 cm long; Rose, Yagra, Osmanthus and Tea After Rain sticks are approximately 24 cm long. Burn duration has not been verified across the range; stick length alone does not establish burn time. Check the individual product details before choosing.

What is Rare Woods?

Rare Woods is our separate collection of sandalwood and agarwood incense for customers who want to compare the range in greater depth. Mysore Sandalwood is currently the lowest-priced entry. Because the products are not identical, use the confirmed specifications on each product page rather than assuming one set of details applies to every selection.

Which incense holder should I choose?

The Ritual Bowl is the more compact form. The Wave Incense Holder has a longer, sculptural profile. See both in Incense Holders.

How should I burn incense safely?

Place the incense securely in a suitable heat-resistant holder on a stable surface. Use it in a well-ventilated area, away from children, pets, drafts and flammable materials. Never leave burning incense unattended and make sure the ember is fully extinguished after use.

When will my order ship and what will delivery cost?

Current processing, destination availability, shipping charges and free-shipping thresholds are maintained in our Shipping Policy and at checkout. The checkout rate is the controlling rate for the order.

What is the return process?

Contact us before sending anything back. Eligibility, return timing, return-shipping responsibility and refund timing are maintained in our Refund and Return Policy.

Can I change or cancel an order?

Contact us as soon as possible. We will try to help before fulfilment begins, but changes or cancellation cannot be guaranteed once processing or shipment has started.

How can I contact you?

Email stillsanctuary@hotmail.com or visit the Contact page. For order support, include your order number and the email used at checkout.