FAQ

Q: What’s included in the gift box?

Each gift box includes a carefully curated selection of items designed around a specific theme (such as self-care, pet lovers, or car lifestyle).

Please refer to each product page for a detailed list of what’s included, as contents may vary slightly depending on availability.

Q: Can I send this as a gift?

Yes, absolutely! Our products are designed to be perfect for gifting.

All orders are packed beautifully, and we do not include pricing information inside the package.

Q: What if I entered the wrong shipping address?

Please contact us immediately if you notice an error in your shipping details.

We are not responsible for orders shipped to incorrectly provided addresses.

Q: How can I track my order?

Once your order has been shipped, you will receive an email with a tracking link.

If you have not received your tracking information, please contact us at info@innoscentstone.co

Q: How long will it take to receive my order?

Thank you for shopping with Innoscent Stone.

Please allow up to 3 business days for us to carefully process and prepare your order. Once your order has been shipped, you will receive a confirmation email with tracking information so you can easily follow your delivery.

We currently ship within Australia and to New Zealand via Australia Post.

  • Australia (Standard Shipping): 3–7 business days

  • New Zealand (Standard Shipping): 8–12 business days (metro areas)

Delivery times may vary depending on location and are outside of our control once dispatched.

We are not responsible for:

  • Delays caused by shipping carriers

  • Incorrect shipping information provided by customers

  • Lost or stolen packages after delivery confirmation

In the event that a parcel is lost in transit by the shipping carrier, we will assist you in lodging an investigation with delivery companies. However, we are not liable for compensation for lost parcels caused by the carrier.

*Please note If you purchase goods from us for delivery outside of Australia may be subject to import duties and taxes. We are not responsible for any duties, taxes and additional charges that may apply please contact your local customs office for more information. 

Q: How much is shipping Cost?

Shipping costs are automatically calculated at checkout based on your location and order size.

Q: Do you ship internationally?

At the moment, we ship to Australia and New Zealand only.

We’re working on making our products available worldwide  — and we’ll update our shipping information as soon as it’s available.

Q: What is Exchange & Return Policy

At Innoscent Stone, we take great care in packaging and preparing every order to ensure it arrives safely and in perfect condition. Our team carefully inspects each piece and takes detailed photos as records before shipping.

Because many of our products are carefully assembled and packaged as gift items, we are unable to offer returns or exchanges for change-of-mind purchases.

If your order arrives damaged, defective, or if you experience any issues with your purchase, please contact our customer support team within 3 days of receiving your parcel. at info@innoscentstone.com. Our team will review the situation and work with you to find a suitable solution.

Once your return request is accepted, we will provide you with the return postal address.
Any returns sent without prior contact will be rejected.