Contact MORI TASTE

We usually reply within 2 hours during support hours and no later than 24 hours, except during Chinese public holidays.

Please include your order number or proof of purchase, the affected item, and a short description of the issue. Photos are helpful when available. An unboxing video is not required.

Orders are usually prepared within 2–3 calendar days. Delivery usually takes 5–8 calendar days after dispatch. Use our tracking page to check your shipment. If tracking is unavailable, contact us with your order number.

For damaged, missing, incorrect, or faulty items, contact us with your order details. For eligibility, return instructions, and refund timing, read our Shipping, Returns & Exchanges policy.

We offer a 30-day return policy. You can apply for a return within 30 calendar days after receiving your order.

Personal scent preferences and returns of sale items must also meet the same conditions: the goods must be unused, unburned, and in their original packaging with all accessories intact.

If the goods still meet the above conditions, they can be returned even if they have been opened. Incense that has been used or burned is not eligible for this return service.

If you need to return the goods, please send the order details and the items you wish to return to hello@moritaste.com. Our customer service team will provide the appropriate return address and instructions based on your order and destination country or region.

Please send the goods back within 7 calendar days after receiving our return confirmation and address. Please pack them properly, keep the proof of postage, and do not send returns to the original shipping address shown on the package.

Timely submitted return applications will not expire while waiting for our reply or the return address.

For returns due to a change of mind or personal scent preference, you are responsible for the shipping cost of sending the goods to the return address provided by us. We do not charge a restocking fee or a fixed return processing fee.

Email hello@moritaste.com with your order details to check the progress of a return or refund.

If you have already sent the items back, please include the return tracking information or proof of postage to help us locate your return.

For returns that meet our 30-day return policy, we’ll initiate a refund to your original payment method within 5 business days after receiving the returned items.

If we confirm that no return is required, we’ll initiate the refund within 5 business days after confirming it.

Your bank or payment provider may need additional time to post the refund. If you have not received it within 10 business days after we initiate it, please contact us.

We will not replace a monetary refund with store credit or a voucher without your agreement.