Have a question? We’re here to help.
If you need assistance with your order, shipping, returns, or product information, please review the answers below. If you still need help, feel free to contact us at support@orlatha.com
and we’ll get back to you as soon as possible during business hours.
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Need Help?
If you have a question about your order, shipping, returns, or our products, please check the answers on this page first. If you still need help, contact us at support@orlatha.com or call +86 13171092405. Business Hours: Monday – Friday: 9:00 AM – 6:00 PM (GMT+8)
Frequently Asked Questions
Q: What kind of products does Orlatha offer?
Orlatha offers premium handmade incense designed for everyday home fragrance use. Our collections focus on refined packaging, distinctive scent varieties, and an elevated experience for modern living.
Q: Where do you ship from?
All orders are fulfilled and shipped from Shenzhen, Guangdong, China. We currently ship to the United States only and offer free standard shipping on all U.S. orders. Free standard shipping covers transportation only. Import duties, import taxes and customs clearance fees, if assessed by customs authorities or the carrier, are the customer's responsibility and are not included in the product price or free standard shipping. Customs or the carrier may require payment before delivery.
Q: How long does order processing take?
Orders are processed within 1–3 business days. Orders placed before 6:00 PM GMT enter processing on the same business day. Orders placed after 6:00 PM GMT are processed on the next business day.
Q: How long does shipping take?
Estimated transit time is 4-12 business days after shipment. Order processing takes 1-3 business days and is not included in this transit estimate. Delivery times may vary depending on the carrier, weather, holidays, or other unforeseen delays.
Q: Do you provide tracking information?
Yes. Once your order has shipped, you will receive a shipping confirmation email with tracking information.
Q: What is your return policy?
We offer a 30-day return policy. You may request a return within 30 days of receiving your item. Returned items must be in their original condition, unused, and in their original packaging. Please contact us first at support@orlatha.com
before returning any item.
Q: How long does it take to receive a refund?
We will inspect your returned item and initiate any approved refund to your original payment method within 2 business days of receiving the returned item. The time it takes for the refund to appear in your account depends on your original payment method, payment provider and bank. These providers may require additional processing time after we initiate the refund. Business days are Monday through Friday, excluding public holidays.
Q: Can I cancel my order?
Yes, as long as your order has not shipped yet. If you contact us in time, we can help cancel the order and issue a full refund. Once the package has been shipped, the order cannot be canceled.
Q: How should I store incense sticks?
Please store your incense sticks in a cool, dry place and avoid moisture.
Q: How can I contact Orlatha?
You can contact us at:
Email: support@orlatha.com
Phone: +86 13171092405
Business Hours: Monday – Friday: 9:00 AM – 6:00 PM (GMT+8)
Address: Commercial Building 6, Wangdi Jiahua Community, Alatan Avenue, Saihan District, Hohhot, Inner Mongolia 010040, China