Frequently Asked Questions
About Ember's Embrace
Our incense is crafted in small batches with care, combining time-honored techniques with modern scent design.
We’ve also put just as much thought into our packaging. Every box includes a blank message card, so you can turn it into a meaningful gift. And the box itself? Durable, elegant, and designed to be kept. Gifting should feel as beautiful as the bond behind it.
Yes, our incense is designed for home use. As with any burning product, we recommend using it in a well-ventilated area and keeping it away from children, pets, or anything flammable.
Each stick burns for approximately 25-30 minutes, depending on your space and airflow. Just enough time to unwind, reflect, or reconnect.
What makes them truly special is the inspiration behind them: every scent is based on a scene that represents a bond between people. A quiet moment shared, a memory held close, or a connection that lingers even across distance. It’s incense designed to smell like a feeling, not just a fragrance. Discover more at our product detail page.
What's more, we design our scents with the same attention to detail you’d expect from a luxury fragrance house. Each blend is layered, nuanced, and crafted to evoke a specific feeling, not just to smell “nice.”
Orders
Absolutely. Our packaging is designed to feel personal and elevated—perfect for birthdays, long-distance friends, or quiet little love notes.
Our packaging is already gift-ready: elegant, durable, and personal. Every order comes with a blank message card so you can add a note from the heart.
You’ll receive a confirmation email when your order is placed, and another with tracking info once it ships. You can follow the tracking link anytime to see your delivery progress.
If your order hasn’t been packed yet, we’ll do our best to make changes. Email us at support@embersembrace.com as soon as possible with your order number and what you’d like to update.
Orders can be cancelled if they haven’t been shipped yet. Please reach out quickly—we move fast when it comes to packing.
Email us right away at support@embersembrace.com. If your order hasn’t shipped, we can fix it. If it’s already on the way, we’ll work with you to figure out the best solution.
No. We never include pricing or receipts in the box, so you can send Ember’s Embrace directly as a gift. No surprises, just good vibes.
Shipping
We currently ship worldwide.
Yes. We offer free standard shipping on all U.S. orders over $50 (before tax).
Returns
We don’t accept returns on opened incense, but if something arrives damaged or doesn’t feel right, reach out within 7 days and we’ll make it right.
If you believe you received an incorrect, misrepresented, or defective item we do our best to process your refund swiftly. Please follow these simple steps:
1. Send us an email at contact@youremail.com that informs us of your wish to return your purchase. For speediest processing, please include your name, telephone number, order number, and, where applicable, photographs documenting the damage or error.
2. Once your request is received and approved by our Customer Service team, we will send you a printable shipping label.
3. Refunds will be processed after the goods have been received by the dealer of origin. You are responsible for safely packing and shipping the item back to the dealer.
Wholesale
Yes! We’re always open to thoughtful partnerships. Reach out at hello@embersembrace.com and let’s connect.
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Unanswered Questions?
For more information and requests, let's get in touch below.