Frequently Asked Questions (FAQ)
1. Products & Authenticity
Q: Are all your agarwood and oud products 100% pure and natural?
A: Yes. We deal exclusively in 100% pure agarwood chips, wood, and pure agarwood oil (oud). Our products are completely free from synthetic fragrances, chemical additives, or carrier oils.
Q: What is the difference between Senkoh Grade and Madya Grade?
A: Senkoh Grade: Represents our highest tier of agarwood. It features dense resin content, deep and complex scent profiles, and exceptional longevity.
Madya Grade: Represents our high-standard regular/mid-tier collection. It offers a well-balanced, elegant aroma suited for daily wear, burning, or foundational collecting.
Q: Why does the color or aroma of my order slightly differ from a previous batch?
A: Pure agarwood is a natural, unrefined harvest product. Factors such as climate, tree age, and natural distillation cycles mean subtle variations in color and aromatic nuances occur naturally between batches. This variation is a mark of true authenticity rather than mass factory production.
2. Orders & Payments
Q: What payment methods do you accept?
A: We accept major credit/debit cards, bank transfers, Wise, Western Union, and PayPal. All transactions are securely processed in the currency selected at checkout.
3. Shipping & Delivery
Q: How long will my delivery take?
A: Domestic Shipping: 2–5 business days depending on the selected courier service.
International Shipping: 7–14 business days, subject to customs inspection in the destination country.
Q: Is international shipping safe for valuable agarwood/oil?
A: Absolutely. All items are packaged using specialized protective materials for high-value goods and liquids. For high-value orders, transit insurance is recommended at checkout.
Q: Who is responsible for import duties and customs clearance?
A: For international orders, all import taxes, customs duties, quarantine fees, or regional clearance requirements are the sole responsibility of the customer.
4. Returns & Refunds
Q: Can I return a product if I do not like the scent?
A: No. Due to the valuable nature of pure agarwood and the risks of contamination, dilution, or tampering, all sales are Final. We do not accept returns or refunds based on personal fragrance preferences.