Shipping policy

Effective Date: September 2026

At Incensera, we carefully craft and package our fragrance and incense products to ensure they arrive in pristine condition. Below you will find the details of our shipping practices, costs, and timelines.

1. Shipping Region

We currently ship to Germany, Austria, France, Italy and Spain. Orders are dispatched from fulfillment centers in Germany and the EU.

2. Order Processing

  • Orders are usually processed and handed to the carrier on the next business day after payment confirmation.
  • Business days are Monday through Friday, excluding public holidays.
  • Processing time covers picking, packing, and dispatch. It does not include carrier transit time.
  • If we cannot ship your order within the standard timeframe (e.g., stock availability or payment verification), we will notify you and offer a free cancellation if you wish.

3. Shipping Costs

Germany: Shipping is free on all orders, with no minimum order value.

Other countries (flat fee per order, including VAT):

  • Austria: €9.90
  • France: €12.90
  • Italy: €12.90
  • Spain: €14.90

Shipping costs are shown in the cart and at checkout.

4. Estimated Delivery Time

Delivery typically takes 2–3 business days within Germany, 3–6 business days to Austria and 3–7 business days to France, Italy and Spain, beginning the day the carrier accepts the shipment. These timelines are general estimates and are not guaranteed; actual speeds can vary with courier volume and weather.

5. Order Tracking

As soon as your order leaves our warehouse, you will receive a shipping confirmation email with a tracking number for the carrier’s portal. If you do not receive tracking details within 3 business days of placing your order, please contact us at hello@incensera.de.

6. Delivery to Parcel Lockers

Within Germany, delivery to DHL Packstations and post offices is usually possible. Please enter your Postnummer correctly.

7. Address Accuracy

Please double-check your delivery address at checkout. We cannot take responsibility for delays, failed deliveries, or returned parcels caused by incomplete or incorrect address details. If a shipment is returned to us due to an invalid address, we will contact you to arrange redelivery; additional shipping fees may apply.

8. Damaged, Leaking, or Lost Shipments

Please inspect your order upon arrival. If a product arrives damaged, leaking, or incorrect, contact us at hello@incensera.de within 7 days of delivery with:

  • your order number,
  • a brief description of the problem,
  • clear photos of the product and outer packaging.

We will send a free replacement or issue a refund as quickly as possible. For packages that appear lost in transit, contact us within 7 days of the expected delivery date. Your statutory rights (in particular warranty rights) remain unaffected by these timeframes.

9. Policy Changes

We reserve the right to update this Shipping Policy. Changes will be published on this page with a revised effective date.

10. Contact

  • Incensera, Owner: Nina Drenkow
  • Email: hello@incensera.de
  • Phone: +49 40 2368 6400
  • Address: Marschnerstraße 23, 22081 Hamburg, Germany