Shipping policy

Effective Date: July 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 within Germany only. Orders are dispatched from fulfillment centers in Germany.

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 with a revised estimate and offer a full refund if you choose to cancel.

3. Shipping Costs

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

4. Estimated Delivery Time

Delivery typically takes 2–3 business days, 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. 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.

7. 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, and clear photos of the product and outer packaging. We will send a free replacement or issue a refund. For packages that appear lost in transit, contact us within 7 days of the expected delivery date. Your statutory rights remain unaffected by these timeframes.

8. Policy Changes

Incensera reserves the right to update this Shipping Policy at any time. Changes will be published on this page with a revised effective date.

9. Contact

•    Brand: Incensera (Owner: Nina Drenkow)

•    Email: hello@incensera.de

•    Phone: +49 40 2368 6400

•    Address: Marschnerstraße 23, 22081 Hamburg, Germany