Returns & refunds
Returns & refunds
A clear return process, with support when you need it.
Our policy
Our return policy
Request eligible returns within 30 days of delivery. Approved returns are sent to Tianjin, China.
30-day returns
Apply within 30 days of delivery.
Return destination
Tianjin, China. International return shipping applies.
Item condition
Unopened incense, unused holders and complete gift sets.
Eligibility
Before returning an item
- Keep original packaging and proof of purchase.
- Ordinary discounts do not remove return eligibility.
- Contact Stillness for approval and the full return address.
Exceptions
Change-of-mind exclusions
- Opened incense and used holders.
- Personalized goods, gift cards and items explicitly marked final sale.
- Faulty goods and fulfillment errors are handled separately.
Return process
How it works
Contact Stillness before returning your order. We will provide the approved address and instructions.
Contact Stillness
Provide your order number and reason. For an order problem, include photographs.
Return after approval
Follow the instructions for Tianjin, China. For ordinary returns, you pay international return postage.
Receive your refund
After inspection and approval, refunds are issued within seven calendar days. Bank processing may take longer.
Return details
Returns & refunds policy
Eligibility
Request a return within 30 days of delivery. Incense must be unopened; holders must be unused; gift sets must be complete. Keep the original packaging and proof of purchase.
Returning your order
Returns are sent to Tianjin, China. Contact Stillness for approval and the full address before shipping. Do not use the address on your parcel. We recommend tracked shipping.
Return costs
For change-of-mind returns, you pay international return postage. Original shipping fees are not refunded. We do not charge the same return postage twice.
Problems with your order
Report damaged, faulty, incorrect or missing items with your order number and photographs. Stillness covers necessary return or replacement shipping for our errors. We arrange a replacement or refund; ordinary-return shipping deductions do not apply.
Refunds
After inspection and approval, we issue refunds to the original payment method within seven calendar days. Bank processing may take longer.
Exchanges and exceptions
For preference changes, return eligible items and place a new order. Gift cards, personalized goods and items explicitly marked final sale are excluded from change-of-mind returns. Ordinary discounts do not remove return eligibility. These exclusions do not apply to faulty goods or fulfillment errors.