Question 1

Do you ship internationally?

Accepted Answer

Yes! We ship to over 30 countries worldwide. Shipping costs and delivery times vary by destination.

Question 2

How long does shipping take?

Accepted Answer

Delivery typically takes 15–25 business days depending on your location and customs processing. We appreciate your patience — each order is handcrafted and carefully packed.

Question 3

Do you offer free shipping?

Accepted Answer

Free Worldwide Shipping on all products. Standard delivery fees are fully waived for all orders globally.

For returns & exchanges due to product defects: We cover all shipping costs both ways.

For voluntary returns or exchanges: The return shipping fee shall be paid by the buyer. The original free shipping benefit will not be charged back.

Question 4

Can I track my order?

Accepted Answer

Yes, once your order ships, you'll receive a tracking number via email. You can also track orders from your account dashboard.

Question 5

What is your return policy?

Accepted Answer

We offer 30-day returns for unworn items in original condition. Contact our support team to initiate a return.

Question 6

How do I start a return?

Accepted Answer

Email us at support@xanzenstore.com with your order number and reason for return. We'll provide a prepaid return label.

Question 7

How long do refunds take?

Accepted Answer

Refunds are processed within 3-7 business days after we receive the returned item. The amount will be credited to your original payment method.

Question 8

Can I exchange an item?

Accepted Answer

Yes, exchanges are free within 30 days of purchase. Contact support to arrange an exchange for a different size, element, or product.

Question 9

How do I care for my incense bead bracelet?

Accepted Answer

Your incense beads are handcrafted from natural herbal powders — not wood or resin. That's why they need a little extra care.

Keep them dry — Avoid water and humidity. Please remove your bracelet before showering, swimming, or washing your hands.

Avoid direct sunlight and heat — Don't leave your beads in strong sunlight or near a radiator, as this may cause them to dry out and crack.

Let them rest — When you're not wearing your bracelet, store it in the sealed bag or jar provided. This helps the fragrance gently revive. Occasionally wipe the beads with a soft cloth to maintain their natural luster.

Keep away from chemicals — Perfume, hand sanitizer, and lotion can affect both the scent and the material. Make sure your wrist is dry and product‑free before putting on your bracelet.

✨ A little note — Over time, your body heat and daily wear will give your beads a unique, personal fragrance. It's the quiet signature of your journey together.

Question 10

How long does the scent last?

Accepted Answer

Incense beads don't fade away like perfume. Instead, their aroma evolves — from bright and present to deep and subtle.

First 1–3 months — The scent is noticeable, with clear herbal and floral notes.

3–12 months — The fragrance becomes softer and more grounded; you'll need to bring the beads closer to your nose.

Beyond one year — The beads enter a "mellow aging" stage — a faint, elegant whisper, like old wood or a traditional herb shop.

⚠️ If the beads are left out for a long time without sealing, the scent may become weaker. Place them in a sealed bag with a drop of natural sandalwood or agarwood oil (not directly on the beads) for a few days to help revive the fragrance.

Question 11

Can I wear my beads in the shower?

Accepted Answer

No, please don't.

Water can make the beads swell, crack, and lose their herbal essence. Soaps and shampoos also contain chemicals that may damage the surface and alter the scent.

What to do — Always take off your bracelet before showering, bathing, swimming, or using a sauna. Even washing your hands — try to keep water away from the beads.

Question 12

Are the herbs used safe for sensitive skin?

Accepted Answer

Most people wear our beads with no issues, but everyone's skin is different.

Patch test first — Try wearing the bracelet on a less sensitive area (like the outside of your wrist) for a few hours. If you see no redness, itching, or irritation, you're good to go.

Allergen note — Our beads contain herbs and resins such as agarwood, sandalwood, clove, mint, angelica, etc. If you are allergic to fragrances, pollens, or resins, please be cautious.

Don't wear on broken skin — If you have a rash, wound, or eczema on your wrist, wait until your skin heals before wearing the bracelet.

We use no synthetic fragrances, preservatives, or chemical binders — much gentler than many ordinary accessories. But if you have severe allergies, please consult a doctor first.

Question 13

What payment methods do you accept?

Accepted Answer

We accept PayPal, major credit cards (Visa, MasterCard, American Express), and Apple Pay.

Question 14

Can I change or cancel my order?

Accepted Answer

Orders can be modified or cancelled within 1 hour of placement. Contact us immediately with your order number.

Question 15

Is my payment information secure?

Accepted Answer

Yes, all payments are processed through secure, encrypted connections. We never store your full payment details.

Question 16

Do you offer gift wrapping?

Accepted Answer

Yes, all orders come in elegant gift packaging at no extra charge. You can add a personalized message at checkout.

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