FAQ

Q My incense stick keeps going out in my soapstone incense burner/tower

A This usually means that the incense stick is not standing straight and is leaning into the tower.  You can do any of the following to keep the incense stick straight; snap the bottom part of the stick off, bend the bottom part of the stick in half to thicken the bamboo so it fits more tightly into the hole or if you have a five hole incense stick base use the outside holes so the stick leans into the middle.

Q My Incense burner does not work

A This may be due to very cold temperatures.  If the temperature inside the burner is very low the smoke which needs warm air to rise is held back so the stick or cone suffocates.  Always insure that the temperature inside the burner is at least room temperature allowing the warm air inside to rise.  If you have purchased the burner over Winter we suggest leaving it in the airing cupboard  for a couple of days so the the inside temperature warms up.  Do not attempt to light the burner whist inside the airing cupboard.

Q How much is postage in the UK

A Postage is FREE with in the UK.  We use Royal Mail 2nd and 1st class as well as 48 hour tracked for the larger parcels.  We also us DPD, Parcelforce or DHL for our much larger parcels.  We will always try to dispatch same day if we can but please be aware that orders made after 2 pm may be dispatched next day.  Postage is calculated by weight and size at the checkout.

Q Do you Post Overseas

Sorry at present we do not post overseas.  Postage is within the UK Only

Do you accept Returns

Yes we do.  If you would like to return the item as you have changed your mind about the purchase please return this back to us within 30 calendar days from the date you received it.

To be eligible for a full refund (minus shipping costs please see below), your item must be unused and in the same condition that you received it.  Your item must be in the original packaging.

Please send a copy of packing slip, as this will have your unique invoice number, with the return.  

Once we receive your item we will need to inspect it and will notify you, by email or your preferred communication straight away that we have  received your returned item.  We will immediately notify you on the status of your refund after inspecting the item.

If your return has been returned as sent we will initiate a refund to your credit card (or original method of payment).  Depending on your card provider you should receive your payment straight away or within their refund time scale, if the refund is through Paypal this usually happens within 2 to 24 hours.

Return Shipping Costs

If you are returning an item you have changed your mind on you will be responsible for paying your own shipping costs for returning the item.  

How do I report a damaged item

If your item has arrived damaged or broken please contact us first by email, within 3 days of receiving your item, so that we can either organise a refund or replacement.  Please also send us photo's of the broken item plus the packaging as it helps with postal claims at a later date.

Usually in these cases there is no need to return the item to us as we can help straight away.

If you have any further questions about how to return an item to us please contact us on info@dmrls.co.uk or telephone 07710802786 thank you