Shipping policy

At Incense Haven, we aim to deliver your order quickly, safely, and reliably.

Order Processing

  • Orders are processed within 1–3 business days
  • Orders are not processed on weekends or public holidays
  • Once your order has been dispatched, you will receive a shipping confirmation email with tracking details

Shipping Rates

Shipping costs are calculated at checkout based on your location and selected shipping method.

From time to time, we may offer:

  • Free shipping promotions
  • Discounted shipping rates

These will be clearly displayed on our website.

Delivery Timeframes

Estimated delivery times:

  • Australia: 2–8 business days

Please note:

  • Delivery times are estimates only
  • Delays may occur due to postal carriers, peak periods, or external factors outside our control

Tracking Your Order

Once your order has been shipped, you will receive a tracking number via email.

You can use this to monitor your delivery in real time.

Shipping Responsibility

Once your order has been handed over to the shipping carrier:

  • The parcel becomes the responsibility of the carrier
  • We are not liable for delays, loss, or damage caused during transit

However, if you experience an issue, we will do our best to assist you.

Incorrect Address

Please ensure your shipping details are correct at checkout.

  • We are not responsible for orders shipped to incorrect or incomplete addresses
  • If an order is returned to us, additional shipping fees may apply to resend it

Lost or Delayed Orders

If your order is significantly delayed or appears lost:

  • Contact us at support@percoe.com
  • We will assist you in lodging an enquiry with the shipping provider

Damaged Items in Transit

If your order arrives damaged:

  • Contact us within 14 days of delivery
  • Provide photos of the damaged item and packaging

We will arrange a replacement in line with our Refund Policy

Order Cancellations

  • Orders can be cancelled before they are shipped
  • Once dispatched, orders cannot be cancelled

Australian Consumer Law

Nothing in this policy excludes your rights under the Australian Consumer Law (ACL).

Contact Us

For any shipping-related enquiries:

Incense Haven
📧 support@percoe.com