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Frequently Asked Questions
If you can’t find what you’re looking for here, feel free to contact us.
Pre-Sales Questions
How can I place an order?
Simply add the items you’d like to your shopping basket and proceed through the checkout process. We accept most major cards, PayPal, Apple Pay and Google Pay.
How do I checkout?
Once at the checkout you can either checkout as a guest or sign up for an account. We would always recommend signing up for an account as it allows you to track your orders and makes checking out easier next time by storing your billing and shipping addresses. This is a good time to point out, that we never store your credit card details and The Oil & Incense Shop provides a 100% secure shopping experience, so you can shop with confidence.
How long will it take to receive my order?
Please refer to our Delivery Information Page.
Where do you deliver to?
At the moment we only deliver to the United Kingdom, including addresses in England, Scotland, Wales, Highlands, Islands and Northern Ireland. For further information, please refer to our Delivery Information Page.
Do you ship internationally?
No. At the moment we only deliver to the United Kingdom. For further information, please refer to our Delivery Information Page.
Can I use a different delivery address?
Yes, at checkout you will be able to use a separate delivery address to your billing details.
How much is delivery?
For further information on our delivery costs, please refer to our Delivery Information Page.
Do I need to create an account to place an order?
You don’t need an account to place an order with us and you can check out as a guest. However, creating an account means you can access your web order history and receive exclusive offers from us.
The payment page timed out, did my order go through?
If your order has been successful and we have taken payment, you will receive an order confirmation email from us shortly after. If you are unsure or believe the order has gone through but you have not received an email, please contact us so that we may assist you.
Payment Related Questions
Which payment methods do you accept?
We accept the following Payment Methods:
What currency do I pay in?
All orders are charged using GBP (£).
Account Related Questions
I have forgotten my password. What can I do?
You can request a new password by clicking on ‘Forgotten Password?’ on the login page. If you can’t remember the email address you registered with, or if you have problems logging in to your account, please contact us. For more information on using your online account, please read our Terms & Conditions.
How long will items stay in my wishlist for?
To add and save items to your wishlist, you will need to set up an account with us. These items will stay in your wishlist until you are ready to complete your purchase. If you would like some help completing your order, please contact us.
Order Related Questions
Can I cancel my order?
If your order has not been processed, we may be able to cancel your order before it is despatched. Please contact us as soon as possible to make sure we can accept the cancellation for you.
Where is my order?
Please check the tracking information provided to you in the dispatch confirmation email. If you have not received this, please contact us.
Can I change the address on my order?
Please contact us as soon as possible. Once your order is shipped we can no longer amend your address.
Can I add an item to my order?
Unfortunately, we can’t add an item to your existing order.
How do I know if my order has gone through?
Once you have placed your order with us, you will receive a confirmation email to tell you your order has been received safely. It is worth double-checking at this stage that all of your delivery address information is correct on this – if it isn’t, please contact us. Before you do this, please do check your junk / spam folder.
I did not receive an order confirmation email. Did my order go through?
Once your order is confirmed, you will receive an email confirmation from us. Please do check your junk / spam folder before you contact us.
Post-Sales Questions
What's your refunds and returns policy?
Please refer to our Refunds & Returns Policy.
Do I have to pay for returns myself?
No, providing you are returning the item because it is either damaged or faulty, or an incorrect item was supplied to you. However, if you are returning an item because you have changed your mind, then the cost of return delivery will not be refunded in this case. For further information, please refer to our Refunds & Returns Policy.
What happens if I receive a defective or wrong item?
If there’s an issue with your order – if it’s the wrong size, wrong colour, defective, or otherwise not what you ordered – then please inform us by sending an email to info@oilandincense.com. Please include photographs of the damaged, faulty, defective or incorrect item(s) for our reference.
Do you offer exchanges?
We do not offer exchanges per se, but if you are not completely satisfied with the item you received please let us know what the problem is and we will advise you of available options.
I ordered the wrong product - can I return it for an exchange or a refund?
Yes, providing you contact us within 14 days of receiving the item and, once you have notified us, you then actually return the item to the returns address we provide you with within a further 14 days.
Product Related Questions
How do I burn incense sticks?
Light the tip of your incense stick with either a lighter or matches until it flames. Once the incense glows, blow or fan the flame out. Then, place the incense in a safe, fireproof holder. If you don’t have a safe incense stick holder, we’ve got plenty to choose from here!
How do I burn incense cones?
Light the tip of your incense dhoop cone with either a lighter or matches until it flames. Once the cone glows, blow or fan the flame out. Then, place the cone on a safe, fireproof holder. If you don’t have an ideal incense cone holder, we’ve got plenty of choices here!
How do I burn oil, wax melts, incense and candles safely?
We want your experience with incense, candles, oil and wax melts to be peaceful and uplifting — but safety comes first! Here are a few simple rules to help you enjoy your rituals without worry.
1. Use a Proper Holder
Always place your incense, candles, oil or wax warmer melts in a sturdy, heat-resistant holder. This keeps them upright and secure, preventing any risk of tipping over.
2. Place on a Heat-Resistant Surface
Some holders — especially metal incense burners and tea lights — can get extremely hot. Always rest them on a non-flammable, heatproof surface to avoid accidents.
3. Keep Away from Flammable Materials
Position burning incense and candles well away from curtains, fabrics, or anything that could catch fire. And be mindful of draughts that might blow flames or embers around.
4. Be Aware of Your Surroundings
If there’s even a slight chance you might forget the flame is there or accidentally lean over a burning candle or incense stick, move it to a safer spot. Your clothes, hair, and peace of mind are worth it.
5. Never Leave Anything Burning Unattended
This is the golden rule: Never leave burning incense, candles, oil burners or wax warmers unattended. Always extinguish them before leaving the room, and never fall asleep with something still burning — especially in a bedroom or around children and pets.
6. Don’t Let Oil Burners Dry Out
If you’re using an oil burner, check the water level regularly. Letting it boil dry could cause the burner to crack or even catch fire.
7. Ventilate Your Space
Incense is wonderful for filling your home with fragrance and positive energy, but it’s important to allow for fresh airflow. You want to enjoy the scent, not feel overwhelmed by smoke!
By following these simple safety tips, you can relax and immerse yourself in the calming atmosphere that incense, candles, and oils bring.
Take care, burn mindfully, and enjoy every moment of your sacred space.
The item that I like is out of stock. When will it be available again?
Please contact us and we would be happy to check with our relevant supplier for you.
How long do incense sticks burn for?
The burn time of incense sticks can vary depending on their size, thickness, and ingredients. Regular length (20-25cm) Indian or Tibetan incense sticks typically burn for 30-60 minutes, although extra-large (30cm or more) or thick sticks may burn as long as 90 minutes or more. Shorter (10-15cm) incense sticks will generally burn for 15-30 minutes. Please note that burn times may vary slightly due to factors such as airflow, humidity, and the specific type of incense. We recommend testing a stick first if you’re using it for timing purposes such as meditation or rituals.
What's in your incense?
All of our products are derived from natural materials. We work closely with all of our suppliers and manufacturers to ensure that only the very best ingredients are used in the creation of our products. We believe that this extra effort is really noticeable in our incense. We are also passionate about responsible sourcing and take into account things such as sustainability and ethics when sourcing any of our materials.
General Questions
Can I get in touch with you?
Of course! We’re always happy to help. Whether you have a question, need product advice, or just want to chat about something else, you can contact us here.
