Discount Codes • Policies • Important Notes
INSTANT DISCOUNTS AVAILABLE AT CHECKOUT!
15% OFF ORDERS OVER $399 - enter code 15OVER399
25% OFF ORDERS OVER $799 - enter code 25OVER799
• Use the discount code that best fits your order. •
• Discount codes also apply to SALE items - double discounts apply! •
• SHIPPING FEES and UPGRADES: Choose the shipping option that seems to best suit your order size and your shipping preferences. Our standard shipping option is affordable and reliable, although it takes a little longer (up to four weeks worldwide). Occasionally we may suggest or require that additional shipping fees be added to your order. We are doing our best to provide the very best shipping option on a case-by-case basis to get your products to you safely and in a timely fashion. Please bear with us. You are guaranteed to receive your order or you will be appropriately compensated or fully refunded.*
EUROPEAN UNION customers must read our European Union consumer protection law compliance policy detailed at the bottom of this page.***
• CUSTOMS FEES, DUTY, and TAXES on INTERNATIONAL SHIPMENTS (including Europe, USA, Canada, Australia, Singapore, Japan, etc…) Most of our customers around the world pay NO IMPORT FEES or VERY LOW IMPORT FEES. We have years of experience with international shipping and make our best effort to provide the appropriate documentation for your specific country to reduce or eliminate customs duties and taxes as much as possible. That said, we cannot be held responsible for unexpected import fees, customs delays, or customs retention of your order. In the end, we really want to make our customers happy and our reputation speaks for itself. IMPORTANT: If your package is held by your local customs and they request additional information from you, please communicate with us before responding to customs authorities and providing additional information regarding the contents or value of the package. It's essential that you check in with us first, then speak to customs regarding the details of your shipment.
• SHIPPING TIMES. Please rest assured:
- Orders are typically shipped out in 24-48 hours. It might take us a few additional days to provide you with your tracking information, however, since our headquarters is located in the countryside and we work with secondary shipping agents to send our packages. This does not delay your delivery time, it just means that you don't get your tracking number for an additional 48 hours or so after the package has been shipped. Until we send you your tracking information, your order will still appear as “pending”. If there is some actual delay in sending out your order we will let you know. If you haven't heard from us for a few days after sending your order, you should assume that it has been sent already and we will send you your tracking number shortly.
- Our standard shipping option is affordable and reliable, however, it can take up to four weeks to arrive worldwide. Premium shipping varies dramatically in cost and service time depending on what we are shipping and from what country. (5-14 days worldwide) We try our best to standardize shipping prices for simplicity, however, occasionally premium shipping services may be unavailable or subject to unexpected cost fluctuations. Of course we try to make the very best choice on a case by case basis. Most orders are delivered within the expected time frame.
- If by chance your order is delayed, please bear with us. We do our best to inform you in advance if we expect any unusual delays. Once your package is shipped however, occasional small delays are inevitable and outside of our control. Rest assured we are doing our best to get your package to you safely and in a timely fashion. Occasionally packages just take a little longer to arrive than is typical. Please be patient. You are also just as likely to receive your package earlier than expected.
• DAMAGED GOODS. If your order arrives damaged in any way it's absolutely essential that you provide clear and detailed photographic documentation of the situation and let us know as soon as possible. It's important that we can get a complete understanding of how the item was damaged and exactly how you received it, including the surrounding packaging, outside packaging, etcetera.
• REPLACEMENT, EXCHANGE, CREDIT, or REFUND. You are guaranteed to receive your order or you will be appropriately compensated or fully refunded.* In the unusual case that your order arrives damaged or incomplete in some way, or that your order is missing or late, we do our absolute best to make accommodations and compensate you appropriately. It's very important to us that you're happy with your order and our service, however, that said, we strongly default to product replacement, product exchange, or credit for the value of your order. (Refunds are only provided as a last resort and under exceptional circumstances.) We will discuss this with you in detail and try to reach an agreement that makes you happy and often provide value in excess of your original order. Refund, however, is the last option, and is only available when another solution cannot be found.**
HEALTH and SAFETY DISCLAIMER: Our products are authentic, pure, natural, and free of synthetic chemicals. However; you choose to use our products entirely at your own risk. We make no health or safety claims regarding the use of our products. In rare cases certain individuals may have unexpected allergic reactions and or other sensitivity reactions to our natural products. Some products have traditional medicinal or culinary uses, beyond standard typical use for aromatic use / aromatherapy. We cannot be held responsible should you choose to use the oils in this manner. Get properly informed before using any product in or on your body. Some people tolerate natural aromatics and essential oils easily and others do not. Use caution and common sense. Get informed about this specific product from a variety of sources before you decide how to use it. We recommend that you use only small amounts until you are familiar with all the effects. As with any natural product, allergic sensitivity is possible. Always test for 24 hours on a small area of skin before more intensive use. No medical, health, or safety claims are made regarding any of our products. Inform yourself regarding the correct and safe use of any natural product before using them. We strongly advise that you should avoid your eyes, face, and mucous membranes with all of our products. We strongly advise that you never take any of our products internally for any reason. We are not responsible for any such use or misuse, accidental or intentional. Many of our products are flammable to some degree; as such all of our products should be treated as flammable with appropriate safety standards in place.
Using our products in Essential oil diffusers: Not all essential oils are safe or appropriate for essential oil diffusers or for direct inhalation. Essential oil diffusers that function with heat or flame or electricity could ignite a flammable essential oil or perfume product. Should you choose to use our products in any type of essential oil diffuser, we will not be held responsible for any outcome. Any references anywhere on this website, or by any of our associates affiliates or staff, to essential oil diffusers or using our products in combination with essential oil diffusers, are purely anecdotal and should not be taken as advice or recommended safe use.
Our Subitism Electric incense heater and other electric incense heaters: It should be noted that essential oils, absolutes or perfumes or any other aromatic liquid must never be used with any electric incense heater. Our subitism electric incense heater must be closely observed and supervised at all times while it is plugged in or turned on. It should be assumed that the unit itself or the incense material you are using could create flames, sparks, cinders, or smoke at any moment. Never leave an electric incense heater unattended while it is plugged in.
* Clarification of exceptions to “You are guaranteed to receive your order or you will be appropriately compensated or fully refunded.*“ The only exceptions to this guarantee are as follows:
(1.) the permanent and irreversible seizure of your shipment by your country’s customs and import authority. This has simply NEVER happened to any of our shipments before in the many years we have been in business. We have experience shipping to almost every country in the world and this has never happened before, so we do not consider it a genuine cause for concern. In the very rare and unusual case that a package is rejected by local customs authority, it is always returned to us. In that case we can re-attempt shipping or refund your order. However in a case where you're local customs authority seizes and permanently confiscates or destroys a package of goods we will not be held responsible. Even then, you will find us willing to work with you on some kind of compensation package or incredible deal.
(2.) In case that you, the customer, or the receiver of the package, intentionally modify the delivery address or receiver’s name, or intentionally forfeit the signature requirement on your side of the delivery process with the shipping provider, we will not be held responsible if the package is lost, stolen, missing, or undelivered.
** Clarification of “Refund, however, is the last option, and is only available when another solution cannot be found.**” In most cases however we reserve the right to choose product replacement, product exchange, or store credit as the solution for most issues. For example, refund is not the default response for customer dissatisfaction with an order or late arrival of an order. Some delays are outside of our control. And of course we cannot provide refunds just because you don't like a product. (an objective problem with product quality would be different, and we would obviously provide a refund) Of course if we fail in some serious way to meet our part of the arrangement, you are entitled to a refund and you can even force us to give you a refund through the various payment service providers. But, please, always just talk to us about the situation and we will find a resolution that works for everyone.
We are a tiny company that prides itself on authenticity, quality, and personalized customer service. Let's take care of each other and be reasonable and human in our interactions. Please be reasonable with us and don't treat us like a big corporation, and you'll find that we take exceptionally good care of you as our customer.
*** EU CUSTOMERS ONLY: E.U. Consumer Protection Compliance; RETURN and REFUND policy for customers in the EUROPEAN UNION:
Orders from customers located in the European Union are NOT subject to the standard 14 day right to return the product for a full refund, due to the at least two specific legal exemptions in the E.U. consumer protection code:
• exemption #1: the products in question are cosmetic and personal care products that are no longer hygenic if unsealed. This applies to the vast majority of our products, including all essential oils, blends, incense materials, and perfumes.
• exemption #2: the products in question are personalized or customized. All orders are prepared on an individual basis and are in some way customized for the individual customer. Specifically and importantly, when it comes to essential oils, the product is decanted for the customer on a per order basis.
RETURN AND REFUND INSTRUCTIONS for European Union customers:
>>If you want to cancel your order for a full refund but it has not yet been shipped. As a courtesy, we are happy to cancel and refund your order provided it has not yet been shipped. Please note that although you might not have your tracking number yet, the order may be impossible to retrieve, since we use shipping agent to send out orders. If this is the case you will need to return the package to us before you get your refund…
>>If you want to cancel your order for a full refund and the order has been sent out already: it's absolutely essential that when you finally receive the package that you do not open the package! Opening the package would qualify as breaking the seal on cosmetic and personal care products and are then no longer eligible for return and refund. When you receive the package you can either refuse to accept it, or you can pay for the return shipping yourself and send it back to us. Again it is absolutely essential that you do not open the package at all. If the package is returned to us having been opened or tampered with in any way, it is not eligible for refund.
Our Policy In Practice versus EU legal compliance: The reality is that we are a small business selling extremely high-quality, authentic, and limited-edition products and we are absolutely obsessed with personalized service and the happiness of our customers. We are always going to do our best to work something out with you. Here we will repeat our preferred policy for all of our customers worldwide regardless of where they reside:
REPLACEMENT, EXCHANGE, CREDIT, or REFUND. You are guaranteed to receive your order or you will be appropriately compensated or fully refunded.* In the unusual case that your order arrives damaged or incomplete in some way, or that your order is missing or late, we do our absolute best to make accommodations and compensate you appropriately. It's very important to us that you're happy with your order and our service, however, that said, we strongly default to product replacement, product exchange, or credit for the value of your order. (Refunds are only provided as a last resort and under exceptional circumstances.) We will discuss this with you in detail and try to reach an agreement that makes you happy and often provide value in excess of your original order. Refund, however, is the last option, and is only available when another solution cannot be found.**