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FAQ's

If you can’t find an answer to your question on this page, please feel free to contact us.

Products:

How many sticks of incense are in a pack?
There are 10 sticks in each pack, and each stick weighs a little over 1 gram.

How long do your incense sticks burn for?
Each stick is around 20cm long and will burn for approximately 40 - 45 minutes.

How do I use the incense?
Light the tip of the incense stick until it flames. Once the tip is glowing, carefully blow out the flame. Fix into an appropriate holder on a heat resistant surface.
Please note: caution information can be found on the back of our incense boxes; please ensure you read carefully before burning the incense.

Does your incense contain any synthetic ingredients?
Absolutely not.  Every stick of our incense is handcrafted, using only the purest and highest quality ingredients provided by nature.  

Is your incense vegan friendly?
Yes!  Being vegan ourselves, you can be safe in the knowledge that all of our products and the ingredients used to make them are 100% vegan.

How can I become a stockist?
If you are interested in becoming a stockist, please contact us either by emailing hello@sacredelephantincense.com, or by calling 029 2115 7152 between the hours of 10am – 5pm, Monday to Friday (excluding public holidays).

Ordering:

How do I place an order?
To make a purchase, select the products you would like to order and add them to your shopping cart. When you are ready to checkout, simply click on the checkout button via your shopping cart. You can then proceed through our simple checkout process and make a secure online payment using your debit or credit card.

Once you have successfully placed your order, you will receive an automatic email confirmation. If for any reason you do not receive a confirmation, please email us at hello@sacredelephantincense.com, and we’ll get back to you asap.

What forms of payment do you accept?
We accept payment by Visa, Mastercard and American Express debit or credit card.

Shipping:

How much does shipping cost?
Shipping is free for orders over £30.00 in the UK and orders over £35.00 in the EU. For orders under this value, a flat rate of £3.20 is charged for Standard UK (Mainland) postage. Shipping costs to other destinations vary; please see our Shipping & Returns policy for further details.

Do you ship internationally?
Yes, we can deliver to most international destinations. To confirm whether we can deliver to your required destination, add your chosen products to your cart, then proceed to checkout where you will be able to see if the destination is available for selection.

How long does it take for my order to arrive?
Please allow up to 3 working days for delivery in the UK (Mainland), up to 7 working days for delivery within the EU, and up to 14 working days for delivery to the rest of the world. 

Will I have to pay any import duties / taxes on international orders?
If your delivery address is outside of the UK, you may be required to pay import duties and taxes when your order reaches your country.  We have no control over these charges and cannot predict their amount.  Please contact your local customs office for further information before placing your order if you have any queries.

Returns:

What is your exchange / returns policy?
We hope that you are happy with your purchase, but if you wish to return an item for an exchange or refund unused goods may be returned at your own expense and risk within fourteen (14) days of receiving them.  For further details, please see our Shipping & Returns policy.

Please note: no refunds can be given to purchases outside of the EU.