Ordering and delivery
Where do you deliver?
Altar Flame currently accepts orders for UK delivery only. Other countries may be added once we can confirm suitable products, rates and fulfilment arrangements.
Is delivery free?
Yes, the store currently offers free tracked UK delivery. For the latest terms and any product-specific information, see Delivery & returns.
How long does delivery take?
For many products, the indicative total delivery window is 3–7 working days. Please allow up to 9 working days where indicated during October–December. These are estimates, not guaranteed arrival dates; check individual product information before ordering for an event or gift.
Will all items arrive together?
Not necessarily. Some sets and multi-item orders can arrive in separate parcels because products may be fulfilled by different partners. Tracking information is provided after dispatch.
How do I track an order?
Look for the tracking details sent to the email address used at checkout. If you need help, please contact us with the order number.
Incense and product compatibility
What is the difference between a normal incense cone and a backflow cone?
Backflow cones have an opening to channel smoke down through a compatible burner. A standard cone is not designed to create the same waterfall effect. Read our guide to backflow burners before using one.
Do dragon backflow burners come with cones?
Standalone burner listings specify that cones are not included. We also have a dragon burner gift set with three boxes of cones and a 72-cone refill pack. Always check the exact product listing for contents.
Is a tarot deck included with a wooden tarot box?
No, unless the product specifically states otherwise. Our carved storage boxes and tarot decks are separate products, with inclusions listed on each page.
How should I burn incense safely?
Use a stable heat-resistant surface, suitable ventilation and the correct holder. Keep flames and hot incense away from children, pets and flammable objects; never leave them unattended. Follow the instructions supplied with the item.
Returns and support
Can I change my mind after ordering?
Our Delivery & returns page explains the 14-day cancellation process and return arrangements. Contact us before sending an item back so we can provide the correct return address.
What if my order is damaged or incorrect?
Please contact us with your order number and a clear photo if possible. We'll help resolve the issue in line with your statutory rights and our published returns policy.
Do you have a question that isn't answered here?
Email hello@altarflame.com or use our contact page.