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Frequently asked questions

Use the FAQ section to answer your customers' most frequent questions.

Our incense

What is your incense made from?

Our incense is made from three ingredients: wood powder, xanthan gum and water, all sourced in Australia. Xanthan gum holds the wood powder together so we can shape each stick. The aroma comes from the wood itself, with no added fragrance.

Where is your incense made?

Each stick is handmade in Broome, Western Australia. We blend, shape and dry our incense ourselves, keeping the making close to home.

What’s the difference between handmade and hand-dipped incense?

Hand-dipped incense generally starts with a pre-made stick that is soaked in a fragrance blend. We make ours from wood powder, xanthan gum and water, forming each stick by hand. Its distinctive scent comes from the wood we use.

How many sticks come in a box, and how long do they burn?

Each box contains 30 sticks, with an approximate burn time of 30 minutes per stick. Enjoy one a day and a box will last around a month, or make it last longer by saving it for those moments you want to pause.

What should I use my incense for?

Make it part of whatever moment feels good to you: your morning coffee, an evening with a favourite record, or a quiet pause between work and home. You don’t need a special occasion to enjoy the scent.

How do I burn your incense?

Place a stick securely in a suitable incense holder on a heat-resistant surface that catches the ash. Light the tip, then gently extinguish the flame, leaving the tip glowing.

Burn in a ventilated space, away from flammable materials, children and pets. Never leave burning incense unattended, and make sure it is fully extinguished when you’re finished.

How should I store my incense?

Keep your incense in its box in a cool, dry place, away from moisture. Handle the sticks gently to help prevent breakage.

Orders and Delivery

How much does shipping cost?

We offer free standard shipping on orders over $99 within Australia. And for orders under that, we offer a flat rate of $9. Express shipping is calculated at checkout.

How long will it take to get my orders?

We usually dispatch orders within 2 business days. Delivery times vary depending on your location and chosen shipping service. 

Do you ship internationally?

At the moment, we ship within Australia only. We hope to share JIMAWOOD further afield as we grow.

What is your returns policy?

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If your order arrives damaged or something isn’t right, please contact us with your order number and photos so we can help.

Stockists and gifting

Can I stock JIMAWOOD in my store?

For wholesale enquiries, please get in touch through our contact page. Tell us a little about your store, where you’re based, and which products you’re interested in.

Can I enquire about corporate gifts or a larger order?

We’d love to hear what you have in mind. Send us your preferred products, quantity and delivery date through our contact page so we can discuss what’s possible.

Can I find JIMAWOOD in person?

Yes! We have a small number of stockists around Australia which you can find on this page.

Contact Us

Still got a question? Get in touch

If you have any questions or queries, please fill in this contact form, and our team will reach you back as soon as possible.