FAQ
Q: What is Oracle Altar?
A: A ritual fragrance house where luxury incense transforms everyday moments into intentional acts of self-connection.
Q: Where are your products made?
A: Our incense is handcrafted in India, and all orders are packed by us here in New Zealand.
Q: Where do you ship?
A: We deliver within NZ and to Australia and most countries worldwide!
(Input your delivery address at checkout to see if we deliver to your destination)
NZ Post currently does not deliver to North Korea, Iran, Yemen, Western Sahara, Kosovo, Russia, Ukraine, Palestine, Sri Lanka, so we do not accept orders to these areas at the moment.
We use NZ Post, and they will hand any international packages over to your local carrier.
Q: How long does processing & shipping take?
A: All orders are typically processed within 1–2 business days (NZ time).
For NZ, delivery times generally range from 2–5 business days, depending on your location. Rural delivery may take a bit longer.
For Australia, it may take 3-4 days to get through customs. Delivery times generally range from 4-8 business days.
For the rest of the world, allow 10-20 days for your order to get through customs and get delivered.
Please note: these shipping times are an estimate only. Please expect delays during peak periods and if there are any issues at the border.
Q: Can I get a tracking link?
Yes, you will be sent a NZ Post tracking link via email once your parcel has been collected by the courier so you can keep track of your order.
Q: What about Import Taxes & Duties?
When ordering from Oracle Altar outside of New Zealand, the recipient is responsible for the import fees and should comply with all laws and regulations of the destination country.
Customs policies vary widely from country to country. Please contact your local customs office if you would like more information.
Q: How much is shipping?
A: Shipping within NZ is a $9 NZD flat rate. Shipping to Australia is a $25 AUD flat rate fee. Anywhere else in the world is $45 NZD.
*Free shipping to NZ & AUS for orders over $250 NZD will automatically be applied (not applicable with discount codes).
Q: Do you accept returns?
A: No, we do not accept returns.
In the rare case that you receive a faulty or damaged product, please send a photo of the faulty/damaged item along with your order number to hello@oraclealtar.com
This must be reported within 48 hourss of receiving your order in order to receive a replacement.
If you receive the wrong order/wrong item please report it as soon as you receive your parcel. Send a photo of the shipping label, and the complete order. This must be reported within 7 days of receiving your order.
Q: What if my item arrives damaged?
A: Please contact us within 48 hours of receiving your order with clear photos. We will be happy to replace or refund the damaged item. However, you will be required to return the product in its original packaging so the couriers can inspect it before proceeding with a claim.
Q: What if my parcel has been returned to sender
If your order has been 'returned to sender', please email us at hello@oraclealtar.com Please check the address that you provided in your order is correct.
If you have provided the incorrect address, you will need to pay for the redelivery fees. Alternatively, a store credit or refund for the product will be issued. Shipping costs will not be refunded. If your parcel is unclaimed at the post office and returned to us, we will issue you with a store credit or refund for your purchase. Shipping costs will not be refunded.
Q: Can I cancel my orders or change the address?
A: Once your order has been placed, we are not able to cancel or change the order.
Please check your address before placing the order. If you have entered the wrong address please email us at hello@oraclealtar.com immediately and include the correct address.
We can not guarantee that the address will be changed.
Q: What if I forgot to use a discount code?
A: Discount codes must be entered in at checkout and can not be added after an order has been placed. Depending on the code you may be able to use it for your next order.
Q: What payment methods do you accept?
A: We accept all major credit and debit cards.
Q: Is your incense safe to use indoors?
A: Yes, all our ritual items are designed for safe indoor use. Always follow provided care instructions and never leave burning items unattended.
Q: Do you offer gift wrapping?
A: No - but our products do look naturally beautiful in their original packaging.
Q: Can I include a personalised note with a gift?
A: We can write a short (max 2 sentence) handwritten note with your order if you wish - simply add it in the notes box at checkout if you would like us to add it to your order.
If you have any other questions, please email us at hello@oraclealtar.com, and we will get back to you as soon as we can within our business hours.
Q: I am new to incense - do you have any resources for me?
A: Yes please download our 40-page PDF Guide - Incense 101: The Modern Guide To Using Incense