Shipping & Returns
At Gentle Still, every order is carefully prepared and packed before beginning its journey to you. We aim to keep shipping simple, transparent, and easy to understand.
Shipping Rates
U.S. and international orders ship for a flat rate of $6 USD, with complimentary shipping on orders of $39 USD or more.
All orders include tracking. Final shipping charges are shown at checkout before payment.
U.S. Import Charges
For U.S. orders, applicable import duties and customs clearance charges are prepaid by Gentle Still, so you will not be asked to pay additional import fees when your order arrives.
Any applicable state or local sales tax will be calculated at checkout.
Where We Ship From
Gentle Still orders are carefully packed and shipped from our fulfillment center in China.
Shipping directly from where our products are prepared allows us to keep our collections closely connected to their production while serving customers around the world.
Processing Time
Orders are typically prepared and dispatched within 1–3 business days after payment is confirmed.
Once your order has shipped, you will receive a shipping confirmation email with tracking information.
Orders placed on weekends or public holidays will begin processing on the next business day.
Estimated Delivery Time
Standard delivery typically takes approximately:
7–12 business days after dispatch.
Delivery times are estimates rather than guarantees and may vary depending on destination, customs processing, local carrier conditions, weather, or holiday periods.
Occasional delays can happen during international transit. If your order appears to be delayed beyond the expected delivery window, please contact us and we will be happy to help check its status.
International Destinations
Gentle Still currently ships to selected international destinations available at checkout.
If your country or region is not available during checkout, please contact us at hello@gentlestill.com and we will be happy to check whether shipping can be arranged.
Shipping Carriers
U.S. orders are shipped through our cross-border logistics network, with delivery primarily handled by YWE and USPS. Depending on the shipping route, your parcel may be transferred between carriers during transit, and your tracking number or carrier information may update as the package moves through the delivery network. This is a normal part of the shipping process and does not mean your order has been reshipped. Please refer to the most recent tracking information for the latest delivery status.
Tracking Your Order
Once your order has been dispatched, you will receive an email containing your tracking information.
Please allow a short period for tracking updates to appear after your parcel has been handed to the carrier.
If your tracking has not updated for an extended period or you have concerns about your delivery, please contact us at hello@gentlestill.com.
We will be happy to help check the shipment status.
Delivery Issues
Incorrect or Incomplete Address
Please check your shipping address carefully before completing your order.
If you notice an error after placing your order, contact us as soon as possible at hello@gentlestill.com.
If your order has not yet been dispatched, we will do our best to update the shipping address.
Once an order has shipped, address changes may no longer be possible.
Unsuccessful Delivery
If a carrier is unable to complete delivery, the parcel may be held locally for collection or returned to the sender.
If this happens, please contact us and we will work with you to determine the available options.
Additional shipping charges may apply if an order needs to be shipped again because of an incorrect address, an unclaimed parcel, or repeated unsuccessful delivery attempts.
Lost Packages
If your tracking shows no delivery and you believe your parcel may be lost, please contact us at hello@gentlestill.com.
We will work with the carrier to investigate the shipment and determine the appropriate next step.
Please contact us within 30 days of the estimated delivery date so we can assist you as quickly as possible.
Returns & Exchanges
We hope every Gentle Still order becomes part of a ritual you enjoy. If something is not right, please contact us and we will do our best to help.
Return Window
Eligible items may be returned within 14 days of delivery.
To qualify for a return, products must be:
- unused and unburned;
- unopened where applicable;
- in their original packaging;
- in resalable condition; and
- returned with any included accessories.
For incense products, we are unable to accept returns of opened or used products for change-of-mind reasons.
How to Request a Return
Please contact us at:
Include your order number, the item(s) you wish to return, and the reason for the return.
If your order arrived damaged, defective, or incorrect, please also include clear photographs of the item and packaging so we can assist you promptly.
Please wait for return instructions before sending anything back.
Change-of-Mind Returns
For eligible returns requested because of personal preference or change of mind, return shipping costs are the responsibility of the customer.
Original shipping charges are non-refundable unless the return results from an error on our part.
Damaged, Defective or Incorrect Orders
If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.
We will review the issue and, where appropriate, arrange a replacement, refund, or another suitable resolution.
Refunds
Once your return has been received and inspected, we will notify you by email.
Approved refunds will normally be submitted to your original payment method within 3 business days.
Please note that your bank or payment provider may require additional time before the funds appear in your account.
Final Sale Items
Items clearly marked Final Sale at the time of purchase are not eligible for change-of-mind returns.
This does not affect claims relating to damaged, defective, or incorrectly supplied products.
Need Help?
If you have any questions about your order, shipping, tracking, or returns, please contact us at:
We will be happy to help.
A small invitation to slow down, breathe, and return to yourself.