FAQs
Below are questions we often get asked from our customers about our products, for any time sensitive requests or any order specific questions please get in touch with our customer service via our email contact@lhasaremedy.com.
Product Queries
I am pregnant, can I use your incense?
Our incense is crafted from all-natural ingredients from Tibet and is generally safe for use. However, as each pregnancy is different, we strongly recommend consulting your healthcare provider before use and follow professional medical advice for your health and safety.
Are your incense products suitable for vegans?
Our incense is handcrafted by Tibetan artisans using traditional methods passed down through generations. However, our current range is not suitable for vegan customers. The good news is that we are actively developing a vegan-friendly incense collection. Stay tuned—we’ll be excited to share the update with you as soon as it becomes available!
Are your products natural?
We do not compromise on quality, safety, and efficacy. We are proud that all our incense is 100% natural, blended by ingredients locally sourced in Tibet and handcrafted by our artisans. The energy and calm that one stick/cone will bring you is unparalleled.
I purchased your incense a long time ago, can I still use it?
Absolutely! Our incense does not expire. Like fine wine, it develops a richer aroma and energy over time. To maintain its quality, store your incense in a cool, dry place, as humidity can affect its performance.
I have allergies, can I still use your incense?
Our incense is made from natural ingredients, designed to create a pleasant and calming experience. However, if you have allergies or sensitivities to certain fragrances or smoke, we recommend consulting with a healthcare professional before use. Additionally, consider testing the incense in a well-ventilated area to ensure it suits your needs. Lhasa Remedy accepts no liability for any allergic reactions individuals may experience to specific ingredients in our products.
Order & Return Queries
When will I receive my order?
As Lhasa is a remote area for delivery services, we store our incense in a warehouse located in a more accessible city to ensure smoother shipping. However, please note that delivery may take a few extra days.
You will receive a tracking number via a shipping confirmation email once your order has been dispatched.
Estimated Delivery Time:
- Processing: 1–2 business days
- Transit: 5–10 business days
- Total: 6–12 business days
While we strive to ensure timely delivery, we have no control over the shipping process once the package leaves our warehouse. For assistance with tracking your package, please contact UPS, USPS, or FedEx directly using the tracking number provided.
Can I combine multiple orders?
Yes! We can combine multiple orders as long as the orders have not been shipped. Please email our customer service with your order numbers & we will fulfill your request. A refund for the shipping cost difference will also be provided.
What if I receive the wrong incense?
Please email contact@lhasaremedy.com with your order number and a picture or video of the incorrect incense.
- If we still have the original incense available, we'll send out a replacement free of charge.
- If we don't have the original incense available, we'll issue a refund for the incorrect incense or offer a substitute.
What if the order is damaged?
If your product arrived damaged or defective, we’ll gladly exchange it for the same item or another of equal value. Simply let us know within 7 days of receiving your order.
Can I cancel my order?
Unfortunately, once your order has been placed and your order confirmation received, your order cannot be cancelled as it will have been sent to our warehouse and got ready to pack and send.
How can I return a product?
We understand that sometimes things don’t work out. If you’re not 100% satisfied with your purchase, you can return your product(s) within 30 days of delivery for a refund or exchange. To be eligible:
- The item must be unopened, unused and in its original packaging.
- For health and safety reasons, opened or partially used incense cannot be returned unless there’s a quality issue.
- Custom orders or items marked as "final sale" are not eligible for return.
- Return shipping costs are the customer’s responsibility unless the return is due to our error (e.g., wrong or damaged product).
Please email us at contact@lhasaremedy.com to request a refund and include photos or videos of the unused item(s). We will guide you through the process and provide a return shipping address.
How can I receive the refund?
Once we receive and inspect your return, we’ll notify you about the approval status of your refund. If approved:
- Refunds will be issued to your original payment method within 5–7 business days.
- Please note, shipping fees are non-refundable if the refund is not due to our error.
I have placed an order, but I forgot to add an offer code, can I still add it?
Unfortunately, we are unable to add offer codes to orders once they have been placed.
I am purchasing it as a gift, is there gift card or gift message service?
We do not currently sell gift cards or offer gift message service. However, each package includes two beautifully designed cards that add a thoughtful and charming touch, making it perfect for gifting.
I would like to make a formal complaint - what steps do I follow next?
Please contact the customer service team who will be able to help with any queries you may have. You can contact the team via email contact@lhasaremedy.com.