Customer Care
At inthee., we are committed to providing a seamless and thoughtful shopping experience. From selecting the perfect fragrance to ensuring your order arrives in pristine condition, we’re here to assist you every step of the way. Below, you’ll find comprehensive information on orders, shipping, returns, product care, and frequently asked questions.
1. Orders & Payments
Placing an Order To place an order, simply browse our collections and add your selected items to the cart. Once ready, proceed to checkout, where you’ll enter your shipping details and payment information. After completing your purchase, you will receive an order confirmation email. Accepted Payment Methods We accept the following payment options for your convenience:
• _Credit/Debit Cards: Visa, Mastercard, American Express
• _PayPal
• _Afterpay (Buy now, pay later – available for Australian customers)
• _Apple Pay & Google PayOrder Processing Time
• _Orders are processed within 1-3 business days.
• _Orders placed on weekends or public holidays will be processed on the next business day.
• _Once your order is dispatched, you will receive a shipping confirmation email with tracking information. Modifications & Cancellations
_Order Modifications: You may request a modification (e.g., changing the shipping address or product) within 12 hours of placing your order by contacting support@inthee.com.
• _Order Cancellations: Orders can be canceled within 12 hours of purchase. Once the order has been processed, it cannot be canceled.
2. Shipping & Delivery
Shipping Destinations
• _We currently ship within Australia and to select international locations.
• _For international shipping, rates and delivery times may vary depending on location.Shipping Rates & Delivery Timeframes Destination Standard Shipping Express Shipping Australia 3-7 business days 1-3 business days New Zealand 5-10 business days 3-5 business days USA & Canada 7-14 business days 5-7 business days Europe 7-14 business days 5-7 business days Asia 7-14 business days 5-7 business days Note: Delivery times are estimates and may be af_f_ected by public holidays, customs clearance, or unforeseen circumstances. Shipping Partners We ship via trusted carriers such as Australia Post, DHL, and FedEx to ensure reliable delivery. Tracking Your Order Once your order is dispatched, you will receive a tracking number via email. You can track your order through our carrier’s website. Customs & Import Duties
• _International customers are responsible for any customs duties or import taxes imposed by their country.
• _We recommend checking with your local customs of_f_i_ce for details before placing an order.
3. Returns & Exchanges
At inthee., we take great care in crafting and packaging our products. However, if you are not completely satisfied with your purchase, we of_f_er the following return options:Return Eligibility
• _Returns must be requested within 14 days of receiving your order.
• _Items must be unused, unopened, and in their original condition with all packaging intact.
• _We cannot accept returns on used candles, incense, or essential oils for hygiene reasons.Return Process
Email us at support@inthee.com with your order number and reason for return.
We will provide you with a return shipping address.
Ship the item back to us using a trackable service.
Once received and inspected, we will process your refund or exchange within 5-7 business days. Refunds & Store Credit
• _Refunds are issued to the original payment method.
• _If preferred, we can of_f_er store credit for future purchases.Damaged or Incorrect Items If you receive a damaged or incorrect product, please contact us within 48 hours of delivery with photos of the issue. We will replace the item or issue a refund.
4. Product Care & Usage
To ensure the best experience with your inthee. products, follow these care instructions: Candles
• _First Burn: Allow the wax to melt evenly to the edges of the container (2-3 hours) to prevent tunneling.
• _Wick Trimming: Trim the wick to 5mm before each use to ensure a clean, even burn.
• _Burn Time: Do not burn for more than 4 hours at a time.
• _Safety: Never leave a burning candle unattended, and keep it away from flammable objects and pets. Incense
• _Light the tip and allow it to burn for a few seconds, then blow out the flame.
• _Place in a heat-resistant holder.
• _Burn in a well-ventilated area and away from drafts.Essential Oils
• _Dif_f_usion: Add 5-10 drops to a dif_f_user filled with water.
• _Topical Use: Dilute with a carrier oil before applying to skin.
• _Storage: Keep in a cool, dark place away from direct sunlight.
5. Frequently Asked Questions (FAQs)
Scent & Product Information Before reaching out, you may find your answer here. Scent & Product Information
Q: How do I choose a scent that’s right for me?
A: Each fragrance is designed to evoke a specific mood and atmosphere. Read our detailed scent descriptions or explore “The Ritual” journal for guidance. Still unsure? Reach out, and we’ll help you find the perfect match.
Q: What materials do you use in your candles?
A: Our candles are crafted with 100% natural soy wax, lead-free cotton wicks, and high-quality fragrance oils. Free from parabens, phthalates, and synthetic dyes.
Q: How long do the candles burn?
A: Our standard-sized candles burn for approximately 50-60 hours with proper care.
Q: Are your products cruelty-free and vegan?
A: Yes, all our fragrances are cruelty-free, and our candles, incense, and essential oils contain no animal-derived ingredients. Orders & Shipping
Q: Where do you ship?
A: We currently ship across Australia and select international locations. Shipping rates and estimated delivery times are available at checkout.
Q: How long does shipping take?
A: Domestic orders typically arrive within 3-7 business days. International orders may take 7-14 days, depending on location.
Q: Can I modify or cancel my order after placing it?
A: Orders can only be modified or canceled within 12 hours of purchase. After this, they are processed for shipping. Returns & Exchanges
Q: What is your return policy?
A: Due to the nature of our products, we can only accept returns on unused, unopened items in their original condition within 14 days of delivery. If you receive a damaged or defective product, please contact us immediately.
