FAQ

Orders & Shipping

Where do you ship from?

All orders are shipped from Hong Kong.

How long does delivery take?

Standard international delivery typically takes 15–20 business days. Delivery times may vary depending on your location and local customs processing.

Do you ship internationally?

Yes — we ship worldwide. Free standard shipping is available on orders over US$49.

Can I track my order?

Yes. Once your order has been dispatched, you will receive a tracking number by email.

Products

What ingredients are used in your incense?

All Zense incense is made from 100% natural wood powders and botanical ingredients — including pure Agarwood powder, Palo Santo wood powder, and plant-based botanicals. We do not use synthetic fragrances, artificial binders or chemical additives of any kind.

How long does each incense burn?

Burn times vary by product. Our coil incense burns for approximately 60–75 minutes per piece. Burn times for incense sticks vary by scent and are listed on each product page.

How do I choose the right incense?

Start with the fragrance character you are drawn to. Agarwood offers a warm, richly resinous scent with a subtle sweetness — a classic of Canton incense tradition. Palo Santo is cleaner and lighter, with a gentle woody depth. Our botanical incense sticks cover a wider range of scents, from floral to earthy. If you are new to natural incense, our gift sets are a considered starting point.

Where are your products made?

Zense products are designed in Hong Kong and hand-crafted in small batches by skilled artisans. We work closely with makers who share our commitment to natural materials and honest craft.

How should incense be stored?

Store your incense in a cool, dry place away from direct sunlight and moisture. Keep it in its original packaging or an airtight container to preserve the fragrance over time.

Is your incense safe to use indoors?

Yes. Our incense is low-smoke and made from natural materials, making it well-suited for indoor use. We recommend burning incense in a well-ventilated space and keeping it away from flammable materials. Never leave burning incense unattended.

Returns & Exchanges

What is your return policy?

We accept returns on unused, unopened items within 14 days of delivery. Please contact us to initiate a return.

What if my order arrives damaged?

If your order arrives damaged, please contact us within 7 days of delivery with a photo of the item and packaging. We will arrange a replacement or refund.