Returns & Refunds

Your satisfaction is important to us. If something isn't right, we'll find a solution.

Legal Right of Withdrawal (EU/EEA)

Customers within the EU and EEA have the right to withdraw their order within 14 days of receipt without providing a reason. To exercise your right of withdrawal, please contact us at hello@ashanddusk.com. Returns will only be accepted after prior arrangement. The customer bears the return shipping costs, unless otherwise stipulated by law. The refund will be issued within 14 days of receipt of the withdrawal.

Model Withdrawal Form

If you wish to exercise your right of withdrawal, you can fill out the following form and send it to hello@ashanddusk.com:

I/We hereby withdraw from the contract concluded by me/us for the purchase of the following goods:
Order number: ___________
Ordered on: ___________
Received on: ___________
Name: ___________
Address: ___________
Date: ___________

Returns for Swiss Customers

In Switzerland, there is no legal right of withdrawal. However, we voluntarily grant a right of return of 14 days from receipt of the goods. Please contact us at hello@ashanddusk.com to do so.

Damaged or Defective Products

If your product has arrived damaged, defective, or incorrect, please contact us within 14 days of receipt at hello@ashanddusk.com. Please send us a photo of the damaged or defective item – this will help us resolve the case quickly. In this instance, we will offer you a free replacement or a full refund. Returning the item is usually not necessary.

Not Satisfied with the Product

If you are not satisfied for other reasons, please contact us within 14 days of receipt. We will find a solution together – be it an exchange, a store credit, or a refund. As our products are shipped from specialized workshops worldwide, a return is unfortunately not always possible. Instead, we rely on straightforward solutions without long waiting times.

Return Address

Should a return be necessary in your case, we will provide you with the appropriate address individually via email. Please do not send any items back without prior consultation with us.

What We Cannot Refund

The following items are excluded from returns:

– Incense sticks, incense cones, and smudge sticks that have already been lit or opened (for hygiene reasons)
– Products damaged by improper use
– Products for which more than 14 days have passed since delivery

Refund Process

After your return request is approved, the refund will be credited back to your original payment method within 5–10 business days. For a store credit, you will receive a code via email that you can redeem on your next order.

Delivery Time & Delays

Our products are carefully shipped from specialized workshops. The estimated delivery time is 7–20 business days depending on the destination country. If your order has not arrived after 30 days, please contact us – we will promptly arrange for a reshipment or refund.