DFXY Customer Care
Find practical guidance on agarwood, oud incense, product formats, use, storage, ordering, gifting, and how to contact DFXY when you need a more personal recommendation.
Clear product information helps you choose the right format for your space and routine.
DFXY Customer Care
Find clear answers about choosing agarwood incense, buying loose oud chips, checking equipment and understanding your order. This page focuses on purchase decisions and customer support. For detailed fragrance, storage and use guides, visit the Knowledge Center.
Start with the product format, your preferences and what is included in the selected pack.
Start with the format you can use properly. Incense sticks need a compatible holder, while loose agarwood chips need a suitable heating method. Compare the specific listings for fragrance, pack contents and equipment requirements. If your setup is unclear, send the product reference and equipment details before ordering.
Tell us a scent direction you enjoy, anything you prefer to avoid, and whether you want a more understated or pronounced character. Include the products you are comparing. Fragrance descriptions help narrow a choice, but personal impressions can differ.
Only the items specified in the selected listing or quotation should be treated as included. Accessories shown in styled photos may be for presentation or demonstration. Confirm the contents before payment if you need a complete gift set or equipment for first use.
Send the incense reference and the holder’s intended format, opening size and loading instructions. For coreless sticks, length alone does not establish fit. Check the stick diameter and support method. Do not force, shave or alter a stick to fit an unsuitable holder.
Check the information for the exact product or batch rather than relying on a general label.
Check the material disclosure for the exact item or batch. Words such as agarwood, natural or premium do not replace a composition statement. If added fragrance, binders or treatment matter to you, ask about those points before ordering. A general FAQ cannot establish the formula of every product.
Compare the same format using the confirmed stick count or net weight, pack contents and included accessories. Keep product price separate from delivery and any import charges. If the quantity is unclear, ask before ordering; box size and product photos are not measurements.
Keep the product reference, order number and any batch information supplied. Use those details when reordering or reporting a difference. Availability and batch characteristics need confirmation. An unexplained change or a mismatch with the description should be reviewed, not automatically dismissed as natural variation.
For loose oud chips and fragments, confirm the material, quantity and heating method before purchase.
Check the product’s intended use and your heater manufacturer’s instructions for loose aromatic wood. If you need clarification, send the product reference and device instructions. An accessory described as an incense burner may not support every format, so compatibility should not be assumed.
Choose a size suited to the intended equipment and the specific material offered. Size alone does not establish grade or fragrance quality. Ask for the approximate size range and net weight of the available batch, rather than assuming larger pieces are always better or smaller fragments are always cheaper.
Before payment, ask which product or batch the photos show, whether they are representative, and the net weight being sold. Confirm any stated treatment or added fragrance separately. Keep the reference and agreed details with your order. Individual shapes may vary unless you are purchasing an identified lot.
Use the heater instructions and any product-specific guidance together. There is no universal temperature or gram amount for every material and device. Begin with the smallest practical amount at a low suitable setting, remain present, and stop if the material chars rapidly or causes discomfort.
No. Do not burn charcoal indoors. Charcoal produces carbon monoxide, and opening a window does not make indoor charcoal burning safe. A compatible electric heater avoids burning charcoal, but heated aromatic material can still affect indoor air and must not be left unattended.
Follow any batch-specific instructions. Keep unused wood dry and protected from heat, sunlight and strong external odours. Let warmed pieces and equipment cool completely before handling or storage. Do not return warm or damp material to a sealed pack, or heat material to test suspected contamination.
Use the instructions for your product and equipment. Stop the session if smoke or fragrance causes discomfort.
Follow the instructions supplied for the exact product and equipment. For sticks, confirm holder fit, ash collection and a stable heat-resistant surface before lighting. Keep the setup away from combustible materials, children and pets. Fully extinguish the ember before leaving.
A whole stick is not a required dose. Follow the product instructions for shorter supervised use where permitted, and stop if the room or fragrance feels uncomfortable. Never leave incense burning or a heater operating while sleeping or unattended. Fully extinguish it and allow the equipment to cool.
Avoid exposing children, pets and people with respiratory sensitivity to incense smoke. Natural ingredients, a mild scent or less visible smoke do not establish safety. Ventilation alone is not a guarantee. Ask a qualified clinician or veterinarian about individual concerns, and do not test tolerance by continuing exposure.
Stop the session if it causes discomfort. Send the product reference, how it was stored, the equipment used and what happened during use. Smell alone does not prove a product is fake or identify a single cause. Do not add stronger fragrance to hide the problem.
Check the selected product, destination and charges before payment, particularly for loose agarwood wood materials.
Check the options available for your address and selected product. If the destination or item is unclear, confirm eligibility before payment. A route available for incense sticks is not automatically available for loose wood or every other format.
Confirm the exact material, destination and applicable trade or import requirements before ordering. Agarwood materials may involve CITES or other documentation, depending on the shipment. Courier availability alone does not establish permission to export or import. This FAQ is not evidence that a particular permit is held.
Review the checkout or quotation and confirm which charges are included and who is responsible for additional costs. Destination authorities or carriers may apply charges. Resolve uncertainty before payment; do not assume every tax is included or that one rule applies to every destination.
Use the processing and delivery information supplied for your order and any tracking details issued. Processing, transport and customs are separate stages. If a shipment is delayed, contact DFXY with the order number and tracking reference. Confirm a gift deadline before payment; estimates are not automatically guarantees.
Keep your order number and product reference available so the specific issue can be reviewed.
Contact DFXY promptly with the order number and requested change. Available options depend on order status, applicable terms and consumer rights. Treat the request as pending until you receive confirmation. Sending an email does not by itself change an order already being processed or shipped.
Contact DFXY with the order number, product reference and a description of the difference. Include photos of the parcel, label and item where useful, and retain the packaging while the issue is reviewed. Stop using an item if safety is uncertain. A specific mismatch should not be dismissed as a fragrance preference.
A personal fragrance preference is different from damage or a product not matching its description. The available resolution depends on the return terms and applicable consumer rights. Confirm how opened and unopened items are handled before purchase. This answer does not establish a blanket no-return rule.
Contact DFXY to confirm the applicable procedure, address, deadlines and responsibility for return costs. Do not assume the address on the delivery parcel is the correct return destination. Keep proof of dispatch where a return is arranged. Applicable consumer rights remain unaffected.
Share the products, quantity, destination and timing you need. Confirm availability and terms for the specific enquiry.
Send the number of gifts, budget per gift, preferred products, destinations and required date. State whether you need separate delivery addresses or particular packaging. Confirm the included items and delivery terms in the quotation. Gift messaging, personalisation and packaging are not implied services.
Include your business name, market, product references, estimated quantity and required timing. State packaging, labelling and documentation needs. Ask for the applicable minimum order, lead time and terms. A fixed MOQ, production capacity or custom-manufacturing service should not be assumed without confirmation.
Ask whether a sample or smaller pack is available for the specific product and destination. Confirm its price, contents and delivery terms; do not assume a free sample service. Record the product or batch reference so a later comparison or larger order can be discussed accurately.
For product guidance, include the product reference, preferred fragrance, intended use and destination. For agarwood chips, add your heater details and any batch reference. For an existing order, include the order number and a clear description of your question.
Still need help?
If your question is about product fit, gifting, an existing order, or a business enquiry, DFXY is available to help you choose the next step with more confidence.
Feel free to contact us, We’ll get backyou soon as we can.
