Slate tray + clip

I am still yet to receive my order 19 days later

The incense paper itself is beautiful. The scents are amazing and I genuinely love the product. Unfortunately, the service, communication and shipping have been extremely disappointing.

Kenko’s website says orders are generally fulfilled within the same or next day, but that has not been my experience across two separate orders. My first order was not shipped until around 10 days later, and only after I followed up. I received no acknowledgement or explanation.

I gave them another chance and placed a second order on 2 May for three tins. After hearing nothing, I emailed again on 12 May. Again, no response. Tracking appeared on 14 May, but as of 20 May Australia Post has advised it still appears to be at the label-created stage, meaning it has not been handed over to them.

The product is excellent, but the customer service feels non-existent. For a premium-priced product, this experience is not good enough. I wanted to keep supporting this business, but this has put me off ordering again.

I ordered back in February for a friends birthday gift and paid for express shipping. After multiple attempts at contacting the company I never received any communication as to where my item was. The item was delivered in May. Would never order from this company again.

Loving the tray and clip to burn my incense

I ordered the slate tray & clip to go with the paper incense I purchased as a gift for a friend’s birthday. The package was only sent after I enquired a week after ordering, and it arrived long after the advertised 3-10 day delivery time, meaning it was not here in time (there were not Australia Post delays). When it arrived, the items had not been wrapped before being sent, so the slate tray was badly chipped and damaged. For the price point, I would have expected greater care to have been taken before parcels were shipped so that they did not get broken in transit. I had high hopes for these products as they looked beautiful on the website, so was very disappointed that so little care was taken.