Contact OLFA as soon as possible after placing your order.
If the order has not yet entered preparation or shipping, we will do our best to cancel it. Once preparation or dispatch has begun, cancellation may no longer be possible.
If your order has not yet been prepared, contact us as soon as possible and we will try to accommodate the change.
Once preparation or shipping has begun, changes may no longer be possible.
Because incense and aromatic products are scent products, we generally do not accept returns simply because you changed your mind or the scent was not what you expected, even if the product has not been used.
This does not affect any rights that may apply under applicable law.
We do not generally exchange products based on scent preference.
If you are unsure which scent to choose, our Discovery Sets, Aroma Profiles and individual sample requests are designed to help you explore before committing to a full box.
No. Once incense has been opened, burned or used, it cannot be returned or exchanged because of scent preference or change of mind.
If there is a problem with the product itself, contact OLFA and we will review it separately.
Discovery Sets are designed specifically for scent exploration and therefore cannot be returned or exchanged because you did not prefer one or more of the scents.
If your set arrives damaged, incomplete or incorrect, contact us within 48 hours of delivery.
Refills cannot be returned or exchanged because of scent preference.
If you receive the wrong refill or a damaged product, contact OLFA within 48 hours of delivery so we can resolve the issue.
Contact OLFA within 48 hours of delivery and include your order number along with clear photos of the damaged product and its packaging.
We will review the issue and arrange the appropriate resolution.
Contact us within 48 hours of delivery with your order number and a photo of the product received.
If OLFA made a packing mistake, we will arrange the appropriate correction at no additional cost to you.
Contact OLFA within 48 hours of delivery and tell us which item is missing.
Please include your order number and, where helpful, a photo of the package as received so we can investigate and resolve the issue.
The 48-hour period is a reporting window, allowing us to investigate delivery or packing issues while the order and shipment information are still recent.
It does not limit any rights you may have under applicable law.
Where a refund is approved, it will normally be returned through the original payment method, where possible.
Processing times after the refund is issued may vary depending on your bank, card provider or payment service.
