Shipping / Returns & Exchanges

Last Updated: September 16, 2026

This policy applies to standard retail orders placed through the MORI TASTE website. Shipping, payment, and after-sales arrangements for wholesale orders are governed by the quotation and order terms agreed with each wholesale customer.

For questions about your order, shipping, returns, or refunds, please contact us at hello@moritaste.com.

Nous répondons généralement dans les 2 heures pendant les heures de support et pas plus tard que 24 heures, sauf pendant les jours fériés chinois.

1. Shipping & Delivery Areas

We currently ship retail orders to the United States and European Union member states. Available delivery options for your address will be shown at checkout.

Orders are automatically fulfilled from either our China warehouse or U.S. warehouse based on product availability and the delivery address.

Available shipping methods and any destination-specific restrictions will be shown at checkout.

Unless a different processing time is clearly stated on the product page before purchase, orders are usually processed and prepared for shipment within 2–3 calendar days after payment.

Incense products and incense burners may be shipped separately when required for packaging or transportation. If your order is divided into multiple shipments, separate tracking information will be provided for each package.

2. Shipping Fees & Estimated Delivery Times

United States and European Union

Orders with a merchandise subtotal of US$59 ou plus après remises qualifient pour la livraison gratuite in all destinations we currently serve. The threshold excludes shipping charges.

Les commandes inférieures à US$59 sont facturées US$7 shipping fee, or its equivalent in the checkout currency. The converted amount, including the EUR amount where applicable, is shown at checkout.

Whether your order is dispatched from our China warehouse or U.S. warehouse, the estimated delivery time is 5–8 calendar days after dispatch.

Please allow approximately 7–11 calendar days in total from payment to delivery, including 2–3 calendar days for order processing and preparation. This total timeframe is an estimate and may be affected by customs procedures, peak shipping periods, weather conditions, carrier operations, or other circumstances outside the normal delivery process.

3. Order Tracking

Once your package has been dispatched, we will provide tracking information so you can follow the delivery progress through our website or the carrier’s tracking service.

If your order is shipped in multiple packages, separate tracking information will be provided for each shipment.

If you have not received tracking information after the expected dispatch period, or if your tracking status has not been updated for an extended period, please contact hello@moritaste.com and provide your order number or other proof of purchase.

We will assist you in checking the shipment status.

4. Customs Clearance, Duties & Import Taxes

For retail orders, MORI TASTE arranges international shipping and covers applicable customs clearance charges, customs duties, and import taxes associated with the shipment.

You should not be required to pay these charges separately when receiving your order.

If a carrier, customs authority, or other organization asks you to pay customs clearance fees, customs duties, or import taxes, please contact us before making any payment so that we can verify the request and assist with resolving the issue.

5. Delayed Dispatch or Inability to Ship

If we are unable to dispatch your order within the stated timeframe, we will contact you as soon as reasonably possible to explain the reason and provide an updated estimated dispatch date.

You will be given the option to continuer à attendre ou d'annuler les articles concernés pour un remboursement.

Where applicable law requires your agreement before the shipping period can be extended, and we are unable to obtain that agreement, we will cancel the affected items that have not yet been dispatched and issue a refund to your original payment method without unnecessary delay.

6. Delayed or Lost Packages

If your package has not arrived after the estimated delivery period, please contact hello@moritaste.com and provide your order number and tracking information.

We will open an investigation with the shipping carrier.

If the package is confirmed as lost, we will contact you to confirm your preferred solution and arrange either a free replacement shipment or a refund.

Any carrier investigation does not limit or affect any consumer rights you may have under applicable law.

7. Damaged, Missing, Incorrect, or Defective Items

If your order arrives damaged, is missing an item, contains an incorrect item, or has a product quality issue, please contact hello@moritaste.com and provide:

Your order number or other proof of purchase;
A brief description of the issue;
Photos showing the issue, where reasonably available.

We do not require an unboxing video.

Once the issue has been confirmed, we will generally offer a free replacement or reshipment where appropriate and with your agreement.

MORI TASTE will cover the cost of the replacement product, shipping, and any related customs clearance charges or import taxes.

In some cases, you will not need to return the original item.

If a return is required, we will provide return instructions and cover the necessary return shipping cost.

If a replacement or reshipment cannot reasonably resolve the issue, we will arrange a refund or another appropriate solution.

Nothing in this policy limits any consumer rights you may have under applicable law.

8. 30-Day Return Policy

We offer a 30-day return period.

You may request a return within 30 calendar days of receiving your order.

Returns due to personal scent preference, a change of mind, or the purchase of a promotional or discounted item are accepted provided that:

The product has not been used or burned;
The original product packaging is retained;
All included accessories are retained;
The product has not been damaged through handling beyond what is reasonably necessary to inspect it.

Opening the product packaging does not automatically make an item ineligible for return, provided that the product itself remains unused and unburned and otherwise meets the conditions above.

Incense products that have already been used or burned are generally not eligible under this additional 30-day return policy.

This restriction does not apply to products with quality issues, which will continue to be handled under Section 7.

This 30-day return policy does not limit any consumer rights you may have under applicable law.

9. How to Request a Return

To request a return, please email hello@moritaste.com within 30 calendar days of receiving your order and provide:

Your order number or other proof of purchase;
The item or items you wish to return;
A brief reason for the return.

After receiving your return request, our customer service team will provide the appropriate return address and return instructions based on your order and destination country or region.

Please do not send your return to the original shipping address shown on your package, and do not send any item back before receiving the correct return address and instructions from us.

In general, please send the return within 7 calendar days after receiving the return address and instructions.

Please package the item securely, use a trackable shipping method, and keep the tracking number and proof of postage.

As long as your return request is submitted within the applicable return period, any time spent waiting for our reply or return instructions will not cause your return request to expire.

10. Return Shipping Costs

If you are returning an item because you changed your mind, do not prefer the scent, or for another reason unrelated to a product issue, you are responsible for the return shipping cost.

The original shipping fee is generally non-refundable, except where a refund of that fee is required by applicable law.

If a return is required because the product is damaged, incomplete, incorrect, or defective, MORI TASTE will cover the necessary return shipping cost.

We do not charge restocking fees or fixed return-handling fees.

11. Refund Timing & Method

For returns that qualify under our 30-day return policy and must be sent back to us, we will initiate the refund to your original payment method within 5 business days after receiving and inspecting the returned item, unless applicable law requires an earlier refund.

If we confirm that the item does not need to be returned, we will initiate the refund to your original payment method within 5 business days after confirming the refund, unless applicable law requires an earlier refund.

Refund amounts are based on the amount actually paid for the eligible item and include any related taxes that are required to be refunded.

Order-level discounts will be allocated according to the amount actually paid for the relevant items.

Your bank or payment provider may require additional time to process the refund after we initiate it.

If you have not received the refund within 10 business days after we have initiated it, please contact us at hello@moritaste.com.

We will not replace a refund that is due to your original payment method with store credit, points, or coupons without your consent.

12. Contact Us

Marque : MORI TASTE

Business Location: Guangzhou, Guangdong, China

Email du service client : hello@moritaste.com

Nous répondons généralement dans les 2 heures pendant les heures de support et pas plus tard que 24 heures, sauf pendant les jours fériés chinois.

The applicable return address will be provided separately by customer service after we receive your return request, based on your order and destination country or region.

Please do not use our business contact address or the shipping address printed on your parcel as a return address.