Live Chat
Tue–Sat
10 AM–6 PM ET
Our Studio
Hand-rolled incense
ships from China
Order Inquiries
Need help with an existing order? Have your order number ready (found in your confirmation email) and contact us at studio@shixiang.co. We can help with:
- Order status and tracking
- Order modifications (address, quantity)
- Cancellation requests
- Shipping updates
Returns & Exchanges
To initiate a return, email studio@shixiang.co with your order number and reason for return. Please see our Return Policy for complete details.
Product Questions
Not sure which scent to start with? Have questions about burn time, smoke level, or which ritual fits your day? Our team is happy to help:
- Email: studio@shixiang.co
- Tell us what you're looking for — calm, focus, or something for a shared evening — and we'll point you in the right direction
Wholesale & Partnerships
Interested in carrying KNOT products in your store, or exploring partnership opportunities? We'd love to hear from you at studio@shixiang.co. Please include a brief description of your business and interest.
Press & Media
For press inquiries, media requests, or interview opportunities, contact us at studio@shixiang.co.
Frequently Asked Questions
When will I receive a response?
We respond to all inquiries within 1–2 business days. During peak seasons, response times may be slightly longer.
Can I reach someone by phone?
At this time, we provide support via email and live chat only. This allows us to assist you more efficiently and provide written responses for your reference.
Do you have a physical store?
KNOT is an online-only brand. We don't have a physical showroom, but we're happy to help you find the right scent via email or live chat.