Frequently Asked Questions

ALL ABOUT CONCRETE

Our concrete work is all individually hand cast from custom made rubber molds. Colors are integrally mixed into the concrete and results in each piece being unique. We use recycled materials and are able to create a finished product 30% lighter than traditional concrete (in our non-terrazzo pieces). Natural voids occur during casting and some pieces will have very small pin holes.

Are the concrete products food safe?

Although the sealer we use on our concrete is food grade and safe, we don't recommend using these for direct food contact.

What type of matches do you recommend using with the matchstick holder?

We recommend "strike anywhere" matches, which can typically be found at the grocery or hardware store. Please note that regular matches will not light when struck on the surface of our matchstick holder.

Should I expect my incense holder to catch all of the ash?

No. While it will catch most, some will inevitably be blown outside of the holder, especially if you are burning incense sticks or place the burning incense in a drafty area.

How should I clean the concrete?

Do not submerge in water. Wipe clean with mild soap and water.

 

ALL ABOUT INCENSE

Our charcoal incense sticks & cones are all scented with therapeutic-grade essential oils. 

Tips for burning your incense sticks

Always burn your incense on top of a heat-resistant surface. We recommend using a metal, concrete, or ceramic dish. Don't have one? Check out the concrete incense holders we make in-house.

When ready, light the tip of the stick and allow it to stay lit for a full 5-10 seconds before blowing out the flame. The tip should glow red and produce visible smoke. If it doesn’t, re-light and repeat.

Let the stick stand untouched while burning. Keep away from fans and window drafts. Keep unused incense sticks sealed when not in use. For best results, burn within a year of purchase.

Tips for burning your incense cones

Always burn your incense on top of a heat-resistant surface. We recommend using a metal, concrete, or ceramic dish. Don't have one? Check out the concrete incense holders we make in-house.

When burning incense cones on something porous (like concrete), try adding a small amount of table salt or sand underneath the cone in your burner. This can protect your the burner's surface from singe marks while also increasing airflow so your cone can burn all the way to the base.

When ready, light the tip of the cone and allow it to stay lit for a full 10-15 seconds before blowing out the flame. The tip should glow red and produce visible smoke. If it doesn’t, re-light and repeat.

Let the cone stand untouched while burning. Keep away from fans and window drafts. Keep unused incense cones sealed when not in use. For best results, burn within a year of purchase.

 

SHIPPING & HANDLING

How long will my order take to get to me?

Since many of our products are made to order, we may require a 1-2 weeks processing time. Once we have it ready to go, we'll send you a confirmation email with tracking info. Most orders go out within a few business days, though!

I'd like to change my order. What should I do?

Send us a note with your order number and your requested order change to howdy@pretti.cool, and we’ll do our best to update your order for you.  

Please note that if the order has already gone out, we unfortunately cannot modify your order. 

Oh no! I entered the wrong address at checkout. Can I change it?

If you entered the wrong address, send a note with your order number and correct shipping address as soon as you can to howdy@pretti.cool, and we’ll do our best to fix that right up for you.

Please note that if the order has already gone out, we unfortunately cannot modify your shipping address. Orders returned to us because of an invalid address are subject to an additional fee if reshipped.

I think my package was lost or stolen. What should I do?

We unfortunately cannot be held responsible for lost or stolen packages, but we will do everything we can to help. Please file a claim with the shipping provider and message us at howdy@pretti.cool with the claim number so we can help assist.

If you got a notification that your parcel was delivered but haven't seen it show up yet, please wait an additional day before contacting us. We're seeing a lot of parcels marked as delivered before they actually show up, but most of the time they just arrive the next day.

 

RETURNS & REFUNDS

If you are not satisfied with your order, please email howdy@pretti.cool with your order number and what item(s) you'd like to return. We will respond within 1-3 business days with a return label. Please note that we do not cover the shipping cost on returned items; the cost of the return shipping label will be deducted from the amount refunded to you.

Alternatively, if you would prefer to arrange your own shipping back to us, simply let us know, and we will respond with our return address.

Once we have received your returned item and confirmed that it has not been used or damaged, we will issue a refund.

Returns are only eligible on items that have not been used/damaged and have been purchased directly from Pretti.Cool. We are unable to accept returns on items purchased from third parties.

 

WHOLESALE & TRADE CUSTOMERS 

Do you offer a trade discount?

Yes! Email us at howdy@pretti.cool for more information.

Do you sell wholesale?

Yes! Email us at howdy@pretti.cool for more information. We are also on Faire.

Do you make custom products/scents?

Sometimes. Generally, the custom projects we take on are for hotels, restaurants, or other brands. If you have a project in mind, please email us at howdy@pretti.cool with the general idea and desired quantities, budget, and timeline. 

 

CONTACT US

How can I get in touch?

Shoot us a line at howdy@pretti.cool.