Last updated: August 2026
Everything in the first release is made in a small batch, so most orders are preorders. Here is exactly what that means.
The Hearth — in production now. Ships early September 2026.
The Ember — preorder. Ships within eight weeks of your order. We place the production run once enough preorders are in, and we'll email you a confirmed date as soon as we have one. Until it ships, you can cancel at any time for a full refund.
If both are on one order we ship them separately, so the jars aren't held back waiting on the holder. You'll get tracking for each. There's no extra shipping cost to you for the second parcel.
If we can't ship by the date above, we will email you before that date with a new date and the option to cancel for a full refund. If the new date is more than 30 days later than the original, your order cancels automatically for a full refund unless you tell us you'd like to wait.
You can cancel a preorder at any time before it ships, for any reason, at no cost. Refunds are issued within seven working days of cancellation.
We ship within the United States. Orders leave our studio within two business days of the ship date above, and arrive in three to seven business days after that. You'll get tracking as soon as it's on its way.
Shipping is a flat $4.99, and free on orders over $90. The Hearth & The Ember set ships free. We don't inflate shipping, and we don't build it into the price.
Not shipping internationally yet — glass is heavy and we'd rather not quote you a number we can't stand behind. Join the waitlist and we'll write when we can.
The jars are glass. Occasionally one doesn't survive the journey, and that's on us, not you.
If anything arrives cracked or chipped, send a photo to hello@houseofhours.co within 14 days of delivery and we'll ship a replacement free. You don't need to return the broken piece — please recycle it safely. We hold spare jars from every run for exactly this.
If a piece isn't right, return it within 30 days of delivery for a full refund of the item price.
Items must be unused and in their original packaging. Return shipping is paid by you unless the item arrived damaged or we sent the wrong thing — in those cases we cover it, and we'll email you a prepaid label.
Refunds go back to your original payment method within seven working days of us receiving the return. Original shipping isn't refunded.
Used incense holders can't be returned. Once a holder has been burned in, we can't resell it. If yours has a defect, that's a different matter — write to us and we'll take care of it.
If tracking says delivered and it isn't with you, check with your neighbours and your building first, then write to us within seven days of the delivery scan. We'll open a claim with the carrier and get a replacement out.
Address wrong? Ordered the wrong thing? Email us within 24 hours of ordering and we'll fix it. After that we may already have packed it, but we'll always try.
hello@houseofhours.co — we answer within two business days, usually sooner. There's one of us, and we read everything.