Frequently Asked Questions
A few answers to the most frequently asked questions
How are natural resins and other substances sold in bulk packaged ?
Natural resins and all other substances sold in bulk are sent in plastic bags, plastic pots or even paper bags (for styrax calamitus, for example). We would therefore like to draw your attention to the fact that if you order several copies of the same item, they may be grouped together in a single container. For example, you order 5 units of 100g of Palo Santo. You could therefore receive a single 500g bag of Palo Santo and not 5 bags of 100g.
We can of course send you the goods in separate packaging, but in this case you need to ask us when you place your order.
I placed an order and chose to pay by BVR for Switzerland, but you're asking me to pay in advance.
Our conditions of sale clearly state that first orders (for customers domiciled in Switzerland) must be paid in advance, by credit card or by transfer to our postal account. We may depart from this rule in rare cases.
The information you provide us with, such as an address that cannot be verified in the Swisscom Directories (www.local.ch), a mobile phone number or a free 'disposable' email address (such as email@example.com), directly affects our decision to send or not to send an order before it has been paid for.
It should also be noted that, as a matter of principle, we do not dispatch goods to a customer who has not paid one or more invoices. In this case, the confirmation will be accompanied by a reminder of this rule.
What are the delivery times ?
As a general rule, orders are dispatched within 24 to 48 hours of receipt of payment.
Delivery times are 48 hours, but depend of course on the efficiency of the postal services. For all these reasons, we cannot guarantee a precise delivery time.
I placed my order 24 hours ago but I haven't received any confirmation.
You must complete the order process and click on "Confirm my order". Confirmation will be sent to you automatically within a few seconds.
Perhaps you misspelled your email address when you opened your account? Please check this and do not hesitate to contact us using the contact form.
I have placed an order and chosen to pay in advance (this is my first order). How long are the items ordered reserved?
When you confirm your order on our site, the items ordered are no longer available to other visitors. They are therefore reserved for you pending payment. Some visitors may order items and then decide not to proceed with payment. So that other customers can order these products, we put them back on line after a period of one week from the date of your order. In other words, your order is considered cancelled. If in doubt, do not hesitate to contact us to request an extension or to enquire about product availability.
I've added items to the shopping basket but when I click on "Next" nothing happens.
If the total amount of your order is less than the minimum of CHF 20.00 (excluding delivery costs, see GTC Art. 3) you will not be able to continue with the ordering process.
In this case, you will need to add items to the shopping cart in order to reach this amount and be able to place the order.
I want to order a product but the Buy button is not visible.
On some product sheets, the Buy button is not visible. There are three possible reasons for this:
1. The product is no longer in stock. It is usually accompanied by the words "Not available at the moment" (unless the product requires the choice of an option: size, colour, etc.).
2. The product is available but requires the choice of an option (size, colour, fragrance, etc.). In this case, click on the item record to access the choice of options in the form of a drop-down list.
3. The product may be ordered subject to special conditions and prior agreement. In this case, please contact us via the form.
How to use Incense Resins.
The resins (frankincense, myrrh, benzoin, etc.) offered on our website are used as follows:
1. Light a charcoal tablet
2. Place the tablet on the grate of the censer (which you will have prepared before lighting the charcoal).
3. Once the tablet is fully lit (as soon as it stops emitting smoke), place a small amount of resin directly on the charcoal.
Do you have a question that might be of interest to other users? Don't hesitate to ask us. If necessary, we'll add it to this FAQ.