FAQs
Frequent asked questions
Here you'll find answers to the questions we're most often asked, from ordering to delivery, returns, and care.
ORDERS
How long does it take for my order to be processed?
Orders are typically processed and dispatched within 1 to 5 business days. Additional time may be required during high-volume periods or public holidays.
Can I amend or cancel my order after it has been placed?
Please contact us as soon as possible if you need to amend or cancel your order.
If the order has not yet been packed or dispatched, we will try to assist. Once an order has been prepared for delivery, changes are no longer possible.
How will I know when my order has been dispatched?
You will receive a dispatch confirmation by email once your order has been shipped.
If tracking is available for your delivery method, the tracking details will be included in the same email.
Do you restock sold-out items?
Some objects may be restocked, while others are produced in limited quantities.
If an item is sold out, you may sign up for restock updates where available, or check our website and social channels for future releases.
SHIPPING & DELIVERY
How long does delivery take?
After your order has been processed, Singapore deliveries usually take 1 to 3 working days via SF Express.
International delivery timelines vary by destination and may be affected by customs clearance, local courier handling, and public holidays.
Which courier do you use?
For Singapore & international orders, we use SF Express
In some cases, another courier may be used where required by the destination, parcel type, or delivery conditions.
Do you offer international shipping
We currently ship to selected international destinations, including:
These timelines are estimates and may vary depending on customs clearance, destination address, local courier handling, and public holidays.
Will I receive tracking details?
Yes. Tracking details will be provided where available.
Please allow some time for tracking updates to appear after the parcel has been handed to the courier.
Are duties and taxes included?
For international orders, duties, taxes, customs fees, and local import charges are not included unless stated otherwise at checkout.
These charges are set by the destination country and are the responsibility of the customer.
Can I change my shipping address after placing an order?
Please contact us as soon as possible if you need to update your shipping address.
If the order has not been packed or dispatched, we will try to assist. Once the parcel has been shipped, we are unable to change the delivery address.
What happens if my parcel is returned to sender?
If a parcel is returned due to an incorrect address, failed delivery attempt, or refusal to accept the parcel, we will contact you once it has been returned to us.
Additional shipping fees may apply if the order needs to be resent.
RETURNS & FAULTS
What should I do if my order arrives damaged or defective?
Please contact us within 48 hours of receiving your order.
Include your order number, clear photographs of the item, and photographs of the outer packaging so we can review the issue.
What is considered a defect?
A defect refers to an issue that affects the function, structure, or intended use of the product.
Minor surface variations, natural material differences, small marks from finishing, or changes from normal use are not usually considered defects.
Do you offer refunds or replacements?
Refunds or replacements may be offered if an item arrives damaged, defective, or incorrect.
Each case will be reviewed based on the condition of the item, the nature of the issue, and the information provided.
CARE & MATERIALST
Will the material change over time?
Yes. Materials may change with use, handling, heat, ash, oil, scent, or exposure to the surrounding environment.
These changes are part of how an object settles into use and are not always considered defects.
Are minor marks or variations normal?
Yes. Slight differences in surface, tone, proportion, or finish may occur, especially with hand-finishing, natural materials, or small-batch production.
These variations are considered part of the object, provided they do not affect its intended use.
Where can I find product-specific care instructions?
Care instructions can be found on the relevant product page or packaging where applicable.
Please follow the care guidance provided for each object, especially for products used with incense, fragrance oils, heat, ash, or water.
Are your objects intended for everyday use?
Yes. Our objects are made to be used.
With time, traces of use may gather on the surface. This can include ash, oil, scent, handling marks, or changes in finish depending on the material and how the object is cared for.