FAQs

I ordered a Pre-Order item; the delivery date has passed, where is my order?

Please note the suggested delivery date is an estimate only, these dates are subject to change. If the date of your pre-order changes, you will be notified by email. Please also note that pre-order items are pre-production items and thus are not guaranteed and may be cancelled at any time. If you have purchased a pre-order item and the item is cancelled we will issue you with a full refund.

Do you only sell in packs/Sets?

Yes. We are a wholesale & retail  website and sell all styles in singles & packs/sets.  

Where's my tracking number?

You can find your tracking number in your order details once it has been marked as dispatched. Alternatively you can email jaiincense@gmail.com  your WEB reference number and we will send you your tracking information.

Do you send out samples?

Yes. We are sending out free samples after verification of customer. you are supposed to pay only shipping for that.

Where is your showroom/Office?

Jai incense address / contact us section

What days can I telephone your Customer Services Department?

You can contact us by telephone, Monday to Saturday 9am until 8pm - ( 080-28606172 landline no) . Please note that our offices are closed from 3pm on Sunday and don't re-open until 9am on Monday. Any emails received over the weekend period will be responded to within 48 hours from Monday morning.

What happens if the items I want are not in stock?

If the items you would like to purchase are not in stock you can select the option 'email me when back in stock' on the product page to get a notification when stock is updated. Alternatively you can add the items to your wish-list and you will be notified when the items are back in stock.

What happens if an item I receive is faulty?

If you find any faults with your order you MUST notify us within 24 hrs of receiving it. Please contact jaiincense@gmail.com. You can find more information regarding Delivery & Returns here.

Do you drop ship?

Yes. We do offer a drop shipping service