Frequently Asked Questions
General
mensō offers a collection of home decor objects created and curated to transform your inner sanctuary.
We also offer scented candles, home fragrances and olfactory instruments for fragrance diffusion.
Our candles and home fragrances are handmade and hand-poured in our studio located in Hong Kong.
If you are located in Hong Kong, please visit The Women's lounge to see and have a feel of our products.
Remember that stocks are limited at the Women's lounge. Do not hesitate to shop with us online.
Products
Our candles are made of an all natural, plant-based blend of natural hemp, coconut and soy wax.
They are toxin, paraben and phthalate free
You can learn more about the composition of our candles here.
We are committed to build a sustainable brand.
Our entire packaging is made of recyclable paper. You can learn more about recycling our packaging on the product page.
We know that the fragrance you choose to light into your home is intimate and personal. Our candles are created to have a great scent throw that can fill up an average sized bedroom.
Our 10oz, cotton wicked candles burn for approximately 55-60 hours.
Orders
Each order is processed on business days. If you place an order on Saturday or Sunday, it will be processed on the following Monday.
You will receive an e-mail confirming the processing of your order as soon as it is ready, as well as a confirmation of its shipment with a tracking number of your package.
You can select the shipping mode offered at checkout or contact us at conciergerie@mensohome.com if you’ve already placed an order.
We can't unfortunately ship a single candle sample, but you can discover our scents via our discovery set.
You can also enjoy 5% off your next purchase upon trying our discovery set.
We offer special terms for larger orders such as corporate gifts, wedding favors etc. Please contact us at hello@mensohome.com and we'd be happy to share more details
If you wish to stock our products in your store, you can reach out to us at stockist@mensohome.com
Shipping & Returns
We offer local shipping to Hong Kong. The international shipping will be offer soon.
You can track your order here or by following the link received in the order dispatch notification sent to you by email
Our work is 100% handcrafted. Slight variations from candle to candle are considered a part of the unique handcrafted process and are to be expected.
Return and exchanges are possible for unused/sealed products within 14 days.
If you wish to return your order, Please reach out to us at conciergerie@mensohome.com
We may ask you for a copy of the invoice by email, before sending you the return instructions.
Upon receipt of your return, we will proceed to a refund on the card used for the purchase. The processing time is 2 to 6 days.
We accept payments by Card (Visa, CB, Mastercard, Maestro, Visa Electron, E-carte Bleue), Paypal, Google pay as well as by Apple pay. If you need more information, please contact us at hello@mensohome.com
Pickup: Available the next day at the Women's Lounge: 3-5 Old bailey street, central, Hong Kong. Monday to Friday, from 10am to 5pm
Standard Delivery: You will be delivered at home, within 2-3 business days for local deliveries.
The delivery is offered for purchases above HKD500 (USD65).
Care Service
If you suspect your order has been incorrectly delivered or lost, please reach out to us at conciergerie@mensohome.com and we will reach out to the carrier customer service.
We will look into the issue and assess if a replacement order needs to be sent.
mensō is not responsible for lost or stolen packages once they are received at your location; please ensure that you leave accurate delivery instructions for our carrier.
mensō is not responsible for incorrectly shipped orders if the wrong address is input at checkout.
If you have received the wrong product in your order, please reach out to us at conciergerie@mensohome.com
Provide photos of the wrong product and we will have a replacement order sent to you.
All claims for damages products must be reported to mensō within 48 hours of receipt of the product.
Providing supporting photos/documentation is required for all damages.
After a review of your request, we will either replace the damaged / missing goods or proceed to a refund to your card.
Only the exact items from the original order can be replaced.