Legal & Policies

Shipping & Returns

Shipping. All orders ship from Japan via Japan Post international mail (EMS or equivalent) with a tracking number. Shipping is free and included in the listed price. Orders are checked, packed by hand, and dispatched within 3–6 business days of payment; delivery typically takes a further 5–14 business days depending on destination and customs.

Customs. International shipments may be subject to import duties or taxes levied by the destination country. These, where applicable, are the responsibility of the recipient.

Damage or loss. If your order arrives damaged, or does not arrive, contact us at info@hitosuji-incense.com within 7 days of the delivery date (or expected delivery date) with your order details and photographs where relevant. We will send a replacement or issue a full refund.

Returns. Because incense is a consumable product, we cannot accept returns of opened items. Unopened items may be returned within 14 days of delivery for a refund of the product price; return postage is borne by the customer.

Cancellation. Orders may be cancelled free of charge any time before dispatch. Once dispatched, the returns policy above applies.

Privacy Policy

HITOSUJI collects only the information necessary to fulfil your order: your name, shipping address, email address, and phone number (required by the carrier for international delivery). Payment is processed entirely by Stripe, Inc.; we never see or store your card details.

Your information is used solely to process and ship your order, provide tracking, and respond to your enquiries. We do not sell or share your personal information with third parties except as required to deliver your order (payment processor, postal carrier) or as required by law.

To request access to or deletion of your data, contact info@hitosuji-incense.com.