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Questions About The Scenter 

What payment methods do you offer? 
We accept all major debit and credit cards. Our payments are handled by Stripe, which is secure and has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. We are unable to accept cheques or postal orders. 
 
How will I know my order has gone through? 
Once you have placed an order you will receive a confirmation email telling you that your order has been received. 
 
Can I use a different delivery address? 
Yes, at checkout you will be able to use a different delivery address to your billing details. 
 
When will my order be despatched? 
All orders placed before 10am Mon-Fri are despatched the same day (excluding public holidays). Orders placed after this time will be despatched the next working day. See our Delivery page for more information. 
 
Can I cancel my order? 
Given enough notice we should be able to cancel your order before it is despatched. Contact us to request an order cancellation. If your order has already been despatched, please follow the returns procedure and we will sort out your refund as soon as we receive the items back. 
 
I ordered the wrong product, can I return it for an exchange or a refund? 
Yes of course! We offer a 30 day no quibble returns policy, so if you ordered the wrong item, we’ll be more than happy to offer you an exchange or a refund. See our Returns page for more details. 
 
Where do I put my discount code? 
If you have a discount code it is applied in the basket. When you are viewing the basket press the button '+ Apply discount' which is located in the middle of the screen under the item totals. Simply type in the code and press 'Apply' and the discount will be applied to your order. Only one discount code can be applied per order. 
 
You will get a discount code by signing up to our newsletter. The monthly newsletters include a discount code and we sometimes add a dicount code on the bottom of the paperwork that is sent out with an order. 
 
Why doesn’t my discount code work? 
There are several reasons for a discount code to not work. Firstly, check that the spelling and numbers are correct. Check any expiry date. Check the discount is valid for the items in your order. If all of these are correct and it still won't apply, please contact us and let is know so we can investigate. 

Questions About the Products 

I'm new to incense, what should I get? 
There is a wonderful, rich world of incense, but it can be a bit daunting. Depending on your budget I would suggest starting with a simple ash catcher and a small selection of incense sticks. It won't cost much and will give you some experience before finding the brands and scents that you will love. 
 
How do you burn incense? 
Follow the links below to simple guides on how to safely burn incense, including selecting the right burner, where to place it, how to light it and dispose of the ash. 
 
 
Which incense is best for cleansing? 
The best scents to use for cleansing and purifying a space include some of the most traditional, such as Frankincense, Sage, Rosemary, Sandalwood and Palo Santo. 
 
What incense should I use to relieve stress / anxiety? 
What scents people find most relaxing is very subjective, but the most popular tend to be Lavender, Chamomile, Cinnamon, Patchouli, Frankincense and Orange. 

Email Us a Question 

If you have a question which we haven't answered above, please contact us through this form and we will get back to you as soon as possible. 
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