FAQ

Your Frequently Asked Questions, Answered.

Products

Are your products environmentally friendly?

We take pride in creating fragrances that are not only pleasing to the senses but also safe for the environment. Our products are made with natural ingredients and free from harmful chemicals. We believe that everyone should be able to enjoy the benefits of home fragrance without compromising their health or the planet.

Information about allergens

Our home fragrance products are crafted with care, aiming to provide an enjoyable sensory experience. However, it's important to be aware that certain individuals may have sensitivities or allergies to fragrance ingredients. Prior to use, we recommend conducting a patch test, reading product labels for potential allergens, and ensuring proper ventilation during use. If you have pre-existing health conditions, consult with a healthcare professional before incorporating our products. Keep them out of reach of children and pets, and use as directed. While we strive for safety, individual reactions may vary, and we disclaim any liability for adverse effects. If you experience any discomfort, discontinue use and seek medical advice if needed. Your well-being is our priority, and we encourage responsible and informed use of our home fragrance products.

Shopping

What Shipping Methods Are Available?

We offer a range of shipping methods to ensure flexibility for our customers. The available shipping options, including Royal Mail, depend on the type of item you are purchasing and will be specified during the checkout process on our site. The shipping methods are designed to accommodate various needs, providing standard and expedited options. Please review the available choices at checkout to select the one that best suits your preferences and delivery timeframe. The specific shipping details, including estimated delivery times and costs, will be clearly outlined before you complete your purchase. If you have any questions or require further assistance regarding shipping methods, feel free to contact our customer support at . We aim to make your shopping experience as convenient and transparent as possible.

How long does it take for home delivery?

The delivery time for your order depends on the shipping method selected during checkout and the shipping timelines outlined by Royal Mail. We offer various shipping options to accommodate your needs. Standard Delivery typically takes between 2-3 days, while our Next Day Delivery option aims to get your good to you the next working day.  Please refer to the specific shipping details provided during the checkout process for more accurate estimates. Once your order is dispatched, you will receive a confirmation email with tracking information, allowing you to monitor its progress. Keep in mind that Royal Mail's delivery times are subject to their operational schedules and any unforeseen circumstances. If you have any concerns or need further assistance, feel free to reach out to our customer support team. Your satisfaction is our priority, and we appreciate your understanding regarding delivery timelines.

I have not received my package within the expected timescale

We apologise for any inconvenience caused by the delay in receiving your package shipped via Royal Mail. Delivery times may vary based on factors such as your location, chosen shipping method, and Royal Mail's operational schedules. Firstly, please check the tracking information provided in your shipping confirmation email to get the latest status of your package. If the tracking indicates that your package has been delivered, please check with your neighbours or at your local Royal Mail delivery office, as sometimes packages are left in a safe location or with a neighbour. If the issue persists or if you have not received any tracking information, please contact our customer support at . We will investigate the matter promptly and work towards a resolution. Your satisfaction is our priority, and we appreciate your patience and cooperation.

Do You Ship Internationally?

No. Currently we do not provide international shipping outside of the United Kingdom.

Payment

What payment processing platform do you use for transactions?

We exclusively utilise Stripe for our payment processing needs. Stripe is a highly secure and efficient payment gateway that enables seamless transactions for our customers. With its robust features, advanced security protocols, and user-friendly interface, Stripe aligns perfectly with our commitment to providing a smooth and secure payment experience. Rest assured, your financial information is handled with the utmost care and in accordance with industry-leading security standards when you choose to transact with us through Stripe.

What Payment Methods Are Accepted?

We accept a variety of payment methods facilitated by Stripe in the UK, ensuring a convenient and secure transaction experience for our customers. Stripe supports major credit and debit cards, including Visa, MasterCard, American Express, and more. Additionally, popular digital wallets such as Apple Pay and Google Pay are seamlessly integrated, allowing you to choose the payment method that suits you best. Stripe's comprehensive payment processing extends beyond traditional methods, offering a versatile and reliable platform for a wide range of financial transactions.

How Do I Track My Order?

Tracking your order is a straightforward process. Once your order is confirmed, you will receive an email containing a unique order tracking link. Clicking on this link will redirect you to the order tracking page, where you can monitor the real-time status and location of your shipment. Additionally, you can log in to your account on our website and navigate to the "Order History" section. There, you'll find detailed information about your order, including the current status, tracking number, and expected delivery date. If you encounter any issues or have further questions, our customer support team is ready to assist you.

Orders & Returns

How do I place an Order?

Simply browse through our products, select the items you wish to purchase, and add them to your cart. Once you're ready to complete your purchase, proceed to the checkout page. There, you'll be prompted to provide your shipping details and select a payment method. Follow the on-screen instructions to finalize your order, and upon successful completion, you will receive an order confirmation email. If you encounter any difficulties or have questions during the process, feel free to reach out to our customer support team for assistance. Happy shopping!

How Can I Cancel Or Change My Order?

If you need to cancel or make changes to your order, please contact our customer support team as soon as possible. We'll do our best to accommodate your request, but please note that orders are processed promptly to ensure swift shipping. Once an order has been dispatched, changes may be limited. For cancellations, please provide your order details, and we'll guide you through the process. Keep in mind that personalized or customized items may have different cancellation policies. Our customer support is here to assist you, so don't hesitate to reach out for any order-related queries.

Do I need an account to place an order?

No, you do not need an account to place an order. While having an account provides benefits such as order history tracking and faster checkout for future purchases, it is not mandatory. You can conveniently proceed with your purchase by selecting the items you wish to buy, adding them to your cart, and proceeding to checkout as a guest. However, creating an account during the checkout process is quick and easy, and it allows you to access order details and streamline future transactions. The choice is yours, and we strive to make your shopping experience as seamless as possible, whether you choose to create an account or proceed as a guest.

How Can I Return a Product?

Please see our Refunds & Returns Policy for instructions on how to return an item for refund or exchange.

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