Returns
If something’s not right, we’ll make it right.
Damaged in transit
Arrived hurt? We've got you.
Ceramic is fragile, and once in a while the trip is unkind. If your little one arrives damaged, send us a photo within 7 days of delivery at support@sonvei.com — we’ll arrange a free replacement, no need to send the broken one back. Keep the packaging until it’s sorted, just in case.
Yes — if you change your mind, you can request a return within 14 days of delivery, as long as the item is unused and in its original packaging. Return shipping is the customer’s responsibility, unless the item arrived damaged or incorrect.
Email support@sonvei.com with your order number and what you’d like to do. We’ll reply within 1–2 business days with the next steps.
Incense is a consumable, so opened incense jars can’t be returned or refunded. Discovery cones and gift cards are also non-returnable. Unopened incense within the 14-day window is fine.
Once we receive and check the returned item, your refund goes back to the original payment method within 5–10 business days. Original shipping costs aren’t refunded, except for damaged or incorrect orders.
Still need a hand?
A real person reads every message and replies within 1–2 business days.