Help Centre
Frequently asked questions
Everything you might wonder about our products, shipping, returns and orders - gathered in one calm place, so answers find you quickly.
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Questions
Products
Are your incense sticks charcoal free?
Yes. Every stick is rolled on a bamboo core with a natural wood-powder and herbal binder base - no charcoal, no synthetic accelerants. That's why the smoke stays soft and the fragrance stays true from first light to last ember.
How long does one stick burn?
A standard 9-inch stick burns for roughly 35–45 minutes, depending on airflow in the room. In a still, closed space it burns slower; near an open window, a little faster.
Are natural ingredients used?
Our blends are built from botanical resins, essential oils, powdered herbs and flowers sourced from small growers. We never use animal-derived ingredients, and every batch is hand-rolled in our Mysuru studio.
How should incense be stored?
Keep the sticks in their original box, away from direct sunlight and moisture. Stored in a cool, dry drawer they hold their fragrance beautifully for 12–18 months.
Questions
Orders
Can I cancel an order?
Orders can be cancelled any time before they are dispatched — usually within 12 hours of placing them. Write to support@satvikorigin.com with your order number and we'll cancel and refund it in full.
How do I change my shipping address?
If your parcel hasn't left the studio yet, send us the corrected address by email or WhatsApp and we'll update it before dispatch. Once shipped, the address is locked with the courier.
Can I modify my order?
Yes, while the order is still unfulfilled. Tell us what you'd like to add or swap and we'll adjust it, refunding or invoicing the difference before we pack.
Questions
Shipping
How long does shipping take?
Orders are dispatched within 2 business days. Metro cities usually receive parcels in 3–5 business days, and other locations in 5–7 business days.
Do you ship across India?
Yes - we deliver to every serviceable PIN code across India. If your PIN code isn't covered by our courier partners, we'll reach out and arrange an alternative.
Is express shipping available?
Express delivery is offered at checkout for eligible PIN codes, typically arriving in 2–3 business days. The option appears automatically once you enter your address.
Questions
Returns
What is your return policy?
Unopened, unused products can be returned within 15 days of delivery. Once we receive the parcel, refunds are issued to the original payment method within 5–7 business days.
What if my product arrives damaged?
A standard 9-inch stick burns for roughly 35–45 minutes, depending on airflow in the room. In a still, closed space it burns slower; near an open window, a little faster.
Questions
Payments
Which payment methods are accepted?
We accept UPI, all major credit and debit cards, net banking and popular wallets. Every payment is processed through Shopify's secure, PCI-compliant checkout - we never see or store your card details.
Is Cash on Delivery available?
Cash on Delivery is available on serviceable PIN codes for orders under ₹3,000. If your address qualifies, the option will appear as a payment method at checkout.
Questions
Account
How do I reset my password?
On the login page, choose “Forgot password” and enter your email. A secure reset link arrives in your inbox within a minute - it stays valid for a short while, so use it promptly.
How can I track my orders?
Sign in and open Account → Orders to see every order and its current status. You'll also receive a tracking link by email the moment your parcel leaves our studio.
Questions
Gift Cards
Do you offer gift cards?
Yes. Digital gift cards are available in several denominations and are delivered by email with a unique code - perfect when you'd like someone to choose their own fragrance.
How do I redeem a gift card?
Enter the gift card code in the discount field at checkout. Any remaining balance stays on the card for a future order.
Questions
General
Are your incense sticks charcoal free?
Everything is made in our small studio in Mysuru, Karnataka - the same region our founding family has sourced sandalwood and botanicals from for generations.
Are your products handmade?
Yes. Every stick is hand-rolled, sun-dried and hand-packed by a small team of artisans. Slight variations in colour and length are the signature of that hand, not a flaw.
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