AURTHM — Q & A
01. Shipping & Delivery
Q: When will my order be shipped?
A: Orders are processed within 1–3 business days. Once shipped, you’ll receive a tracking number via email.
Q: How long does delivery take?
A: Standard delivery typically takes 7–15 business days depending on your region.
Q: Do you offer international shipping?
A: Yes. AURTHM ships worldwide. Shipping fees are calculated at checkout.
02. Product & Materials
Q: What materials are AURTHM incense holders made of?
A: Most pieces are crafted from natural concrete or ceramic, designed to age softly and develop character over time.
Q: Will there be slight variations in color or texture?
A: Yes. Each piece is individually cast or handcrafted, making subtle variations normal and unique to every product.
Q: Are your incense sticks included with the holder?
A: Incense sticks are sold separately unless specified on the product page.
03. Orders & Payment
Q: Can I modify or cancel my order after placing it?
A: Please contact us within 12 hours. Once the order is processed, we may not be able to make changes.
Q: What payment methods do you accept?
A: We accept major credit cards and PayPal.
Q: Why was my payment declined?
A: Please verify your billing details or try another payment method. If the issue persists, contact your bank or reach out to us.
04. Returns & Exchanges
Q: Do you accept returns?
A: Yes. Unused items in original packaging may be returned within 14 days of delivery.
Q: What if my item arrives damaged?
A: Please email us with photos within 48 hours of receiving your package — we will arrange a replacement immediately.
Q: Do I need to pay for return shipping?
A: Return shipping fees are the responsibility of the customer unless the item is damaged or incorrect.
05. Incense & Care
Q: How should I clean my incense holder?
A: Gently wipe with a soft dry cloth. Avoid soaking concrete pieces in water for long periods.
Q: Why does ash fall outside sometimes?
A: This can occur depending on incense stick length and angle. We recommend trimming incense tips slightly or adjusting the angle for best results.
Q: Are your incenses safe to burn indoors?
A: Yes. All incense sticks are made with clean ingredients suitable for indoor use. Ensure proper ventilation.
06. Contact
Q: How can I reach AURTHM support?
A: You can email us at support@aurthm.com — our team will reply within 24 hours.

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