48 hour enquiry response time (Mon-Fri 9:30-6pm). Please only email us once on one platform.
Save yourself the hassle of emailing us and waiting 48 hours for a response by reading our FAQs below, where we've answered the most common questions.
CHECK YOUR ORDER & TRACKING INFO
You can check the status of your order via the 'My Account' section of our website. This will also show tracking information within 48 hours (Monday-Friday) of order - this is updated when we process your order.
Please be aware that we don't offer a 'Next Day Delivery' service. Our Tracked 24 service is usually received on the next working day following dispatch and is in addition to our dispatch lead times as shown at the top of our website.
Royal Mail collect from us twice a day, DPD collect from us once a day. There may be a day or so lag with some Royal Mail order statuses changing on Royal Mai's system, especially during busier periods of activity - such as the run up to Christmas. If your tracking information shows, your order is collected by Royal Mail usually the same day, but sometimes next day (Mon-Fri).
PLEASE NOTE: At times, Royal Mail can have a slight delay on processing orders. 99.5% of orders leave us within 48 hours of dispatch and are collected twice daily (Mon-Fri) by Royal Mail. They are only scanned in at some point after they arrive at the main sorting office (can be up to 24 hours Monday-Friday). Though the vast majority of orders arrive within standard timeframes, it is the case that some orders will see a 1-2 working day (Mon-Fri) delay because of this.
Your order status with Royal Mail may indicate 'sender is dispatching item', even though it might have left us a day earlier. In this instance, we ask that you patiently wait a day before emailing, as in the vast majority of cases, the status changes within 24 hours.
ONLY RECEIVED HALF YOUR ORDER
To save on postage costs which we don't charge you for, we may send your parcel in two boxes. These are usually sent out on the same day, though more often than not arrive on separate days, especially with Royal Mail. Please check the 'My Account' section of our website or emails, including in your spam folder, where you should come across a second tracking number.
AN ITEM IS MISSING FROM OR BROKEN IN YOUR ORDER
Please contact us with a photograph of the box, item if necessary and order slip. We will clarify with the relevant staff member from within our dispatch team and get back to you.
AN ITEM WITHIN YOUR ORDER HAS NO SMELL
Please return to us at 53-59 New Tythe Street, Long Eaton, NG10 2DL in the condition you received it. If we agree your item has no scent, we will refund you in full including your return postage costs. If we deem it has a scent, you become liable for the return postage costs, though we will still refund the product cost.
Sometimes in this instance, we're able to quickly work out whether a product has a poor scent quality or not, owing to having huge stock levels. We also regularly and randomly test many of our products. Poor scent can also be the a cause of local factors, including the type of burner you're using, size of your room and even symptoms of Coronavirus can cause a lower sense of smell. 99% of our large customer base are incredibly happy with the quality of our products and the value in terms of price point, with many repeat customers.
PLEASE USE THE CONTACT FORM BELOW IF WE HAVEN'T ANSWERED YOUR QUESTION ABOVE.