Shipping
- Area: Yūgen ships nationwide within Vietnam through trusted carriers.
- Timing: in-stock items are packed and sent soon after your order is confirmed. Delivery time depends on your area; we will give you an estimate when we confirm your order. For custom-recipe incense, timing is agreed separately.
- Shipping fee: based on your area and the parcel, and always quoted before you confirm.
- Payment: we will explain the available payment options when confirming your order.
Yūgen confirms each order by phone/Zalo or message before shipping.
Checking your parcel
You may inspect the outside of the products on delivery. Please film the unboxing so we can help quickly if anything is wrong.
Returns & exchanges
- Free replacement if an item arrives broken, is damaged in transit, or the wrong item or quantity was sent. Please let us know as soon as possible after delivery, with a photo or video.
- For hygiene reasons, opened or burned herbal incense cannot be returned unless it has a manufacturing defect.
- Custom-recipe incense cannot be returned for change of mind.
- Handmade ceramic holders may vary slightly in glaze and shape from the photos — a natural trait, not a defect.
Refunds
Once a return is accepted, Yūgen sends a replacement or refunds you through your original payment method. If the problem was on our side (breakage, wrong item), you pay nothing extra.
Contact
Call or Zalo 0336620927, or message us on Instagram @yugen.iyashi.