Shops Policies

Returns & Refunds

Due to the nature of our products, we do not accept returns or offer refunds on incense or candles.

Each item is made in small batches, and many are prepared specifically for your order. Because of this, returned items cannot be restocked or resold.

If There’s an Issue

If your order arrives damaged, incorrect, or something isn’t right, please contact us within 3 days of delivery.

Include:

  • Your order number
  • A brief description of the issue
  • A photo if applicable

We’ll work with you to provide a replacement or appropriate solution.

Order Processing

Most items are made to order and typically ship within 5-7 business days.

During busy periods or shop updates, processing times may be slightly longer. Any delays will be reflected at checkout or communicated when needed.

Order Changes & Cancellations

Orders may be canceled within 12 hours of purchase.

Because items are made to order, changes or cancellations cannot be guaranteed after this window. Production may begin shortly after your order is placed.

Please review your order carefully before checkout.

Shipping

Once your order has shipped, you will receive tracking information.

Please note:

  • We are not responsible for carrier delays
  • Delivery times are estimates and not guaranteed
  • If you are in a Rural Shipping area please visit our Rural Shipping Page for more information.

Lost or Stolen Packages

Once a package is marked as delivered by the carrier, we are not responsible for lost or stolen items.

If your package shows as delivered but cannot be found:

  • Check with neighbors or others in your household
  • Contact your local post office

In some cases, a claim may be filed with the carrier. As the shipping purchaser, claims must be submitted by our shop, and we will assist with this process when appropriate.

Please note that carrier claims do not guarantee reimbursement, and replacements or refunds are not guaranteed for delivered packages.

Incorrect Addresses

Please ensure your shipping address is correct at checkout.

If an order is returned due to an incorrect or incomplete address:

  • The customer is responsible for additional shipping costs to resend the package

Scent Expectations

Scent is a personal experience and may vary from person to person.

Because of this, we do not offer refunds based on scent preference. If you are unsure, we recommend starting with smaller quantities or sampler options.

Allergies & Sensitivities

Our products are fragranced. If you have allergies or sensitivities, please review product descriptions carefully before purchasing.

Product Use & Safety

Candles and incense should always be used responsibly:

  • Never leave burning items unattended
  • Keep away from children, pets, and flammable materials
  • Always use on a heat-safe surface

Naturing Relaxation is not responsible for misuse of products.

A Small Note

Emberlore Incense is a one-person shop. Each order is made and packed with care.

Your support means everything, and your understanding of these policies allows this small business to continue creating and growing.