Privacy Policy
Last Updated: 28 November 2025
At Aroma Incense, we’re committed to delivering your handcrafted incense products safely and promptly. This shipping policy outlines our delivery services, timeframes, and important information to ensure a smooth delivery experience.
Shipping Within Australia
Delivery Areas
We currently ship to all locations within Australia, including:
All major cities and metro areas, regional and rural locations, PO Boxes and Parcel Lockers (via Australia Post).
Shipping Carriers
We ship using Australia Post and trusted courier partners. Aroma Incense reserves the right to select the most appropriate delivery carrier based on your location and order size to ensure safe, timely delivery.
Shipping Rates
Shipping costs are calculated at checkout based on order weight and size, delivery destination, and chosen shipping method.
Free Shipping: Enjoy free standard shipping on orders over $69 within Australia.
International Shipping
We currently ship to select international locations. International shipping rates and delivery times are calculated at checkout based on your destination.
For international orders or shipping enquiries to countries not listed at checkout, please contact us at [email protected] and we’ll be happy to provide a quote.
Order Processing and Delivery Times
Processing Time
Standard Orders: 2-3 business days
Peak Periods: 3-5 business days (during sales, holidays, or busy periods)
Please note: We are unable to process priority or rush orders during busy periods such as Christmas, Lunar New Year, or major sales events. Thank you for your patience and understanding.
Delivery Timeframes (After Processing)
Within Australia:
Metro Areas (Sydney, Melbourne, Brisbane, Perth, Adelaide): 3-7 business days
Regional Areas: 5-10 business days
Remote Areas: 7-14 business days
International (Select Countries):
New Zealand: 7-14 business days
United States, Canada, United Kingdom: 10-20 business days
Europe, Asia: 10-20 business days
Note: Delivery times are estimates only and may vary due to courier scheduling, public holidays, customs processing (for international orders), weather conditions, or other unforeseen circumstances.
Order Tracking
Once your order has been processed and dispatched, you will receive:
Order Confirmation Email confirming your order details
Shipping Confirmation Email with tracking information once your order is dispatched
Tracking Updates with automated updates from our shipping carriers
To track your order, click the tracking link in your shipping confirmation email, visit your Aroma Incense account and view your order status, or contact us at [email protected]
Please Note: International shipments may take 3-5 days to show tracking updates after dispatch whilst the package travels to the international shipping centre.
Click and Collect / Local Pickup
We offer a convenient Click and Collect service for customers in Sydney, New South Wales.
How it works:
Select “Local Pickup” at checkout, complete your order online, wait for our email confirmation that your order is ready for collection, and collect your order at your convenience during business hours.
Important: Please do not attempt to collect your order until you receive confirmation that it’s ready. We aim to have orders ready within 2-3 business days.
Collection Address:
Aroma Incense
Sydney, NSW, Australia
(Exact address provided in collection confirmation email)
Please bring photo ID and your order number when collecting. Check your order thoroughly before leaving.
Authority to Leave
To ensure smooth delivery and avoid redelivery fees, we encourage you to authorise safe drop-off at checkout.
What This Means
Your package can be left in a safe place at your address (porch, behind gate, etc.), no signature required, and you’ll receive notification when delivered.
Special Delivery Instructions
Please include any specific delivery instructions in the “Order Notes” section at checkout (e.g., “Leave behind front gate,” “Deliver to side entrance”).
Redelivery Fees
If you’re not home to receive your delivery and have NOT authorised safe drop, redelivery fees of up to $10 per parcel may apply, and you may need to collect from your local post office or depot.
For more information about safe place delivery, visit: Australia Post – Leave in a Safe Place
Important Delivery Information
Correct Shipping Address
Please ensure your shipping address is complete and accurate before finalising your order.
We cannot be held responsible for orders shipped to incorrect addresses provided by customers. We cannot redirect packages once they’ve been dispatched. Returned packages due to incorrect addresses will be reshipped at the customer’s expense.
If you’ve entered incorrect shipping details: Contact us immediately at [email protected]. We can only make changes if your order hasn’t been processed yet (within 2 hours of placing order).
Delays and Unforeseen Circumstances
Delivery times are estimates and may be affected by public holidays and weekends, extreme weather conditions, courier service disruptions, customs processing (international orders), peak shopping periods (Christmas, sales events), and remote or hard-to-access locations.
We’ll notify you promptly if we become aware of any significant delays.
Regional and Remote Deliveries
Orders to regional or remote areas may be transferred to local courier services for final delivery. This may affect delivery timeframes.
Lost, Missing, or Damaged Parcels
If Your Package Doesn’t Arrive
For Domestic Orders: If your order hasn’t arrived within the expected timeframe, check your tracking information, check with neighbours or building management, and contact us at [email protected] with your order number.
For International Orders: If your package hasn’t arrived within 60 days of dispatch, contact us at [email protected]. We’ll investigate with the carrier and either resend your order or provide a full refund.
Damaged Items
If your order arrives damaged, take photos of the damaged packaging and items, contact us at [email protected] within 7 days of delivery, and include your order number and photos. We’ll arrange replacement or refund.
Stolen Packages
Important: Aroma Incense is not liable for packages stolen after delivery if you authorised safe drop delivery, you provided specific delivery instructions to leave unattended, or the courier followed your delivery instructions.
We recommend using parcel lockers or PO boxes if theft is a concern, installing security cameras, or requesting signature on delivery (if available).
Customs and Duties (International Orders)
Your Responsibility
For international orders, customers are responsible for all customs duties and import taxes, any additional fees charged by customs authorities, and understanding their country’s import regulations.
Customs Delays
International shipments may be held at customs for inspection. This is beyond our control and may add 5-15 days to delivery times. We cannot provide refunds for customs delays.
Declared Value
We declare the actual purchase value on all international shipments as required by law. We cannot mark packages as “gifts” or undervalue items.
Undeliverable and Returned Packages
If a package is returned to us as undeliverable, you’ll be notified by email, reshipping fees will apply (at customer’s expense), refunds will be processed minus original shipping costs, and unclaimed packages may incur storage fees.
Common reasons for undeliverable packages: Incorrect address provided, multiple failed delivery attempts, refused by recipient, no access to delivery location, or no authorisation to leave and recipient unavailable.
Contact Us
If you have questions about shipping or need assistance with your order:
Email: [email protected]
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM AEST
Please include your order number in all correspondence for faster assistance.
Policy Updates
We reserve the right to update this shipping policy at any time. Changes will be posted on this page with an updated “Last Updated” date. Continued use of our website following any changes constitutes acceptance of those changes.
For more information, please see our:
Thank you for choosing Aroma Incense. We appreciate your business and look forward to delivering mindfulness and natural fragrance to your doorstep.