Before you message us
Need to get in touch?
We aim to reply within 48 hours, Monday to Friday. To help us respond faster, please message us once on one platform rather than sending the same query in several places.
Quick Help
Common contact questions
A few quick answers before the form — especially useful for tracking, missing items and scent queries.
📦 Check your order & tracking
You can check your order status and tracking from your account area or from the dispatch email sent after your order leaves us.
- Tracking can take a little while to update after dispatch.
- Royal Mail Tracked 24 and DPD usually move quickly once collected.
- During busy launches, weekends and peak periods, tracking updates may take slightly longer.
📸 Missing or damaged item?
If something has arrived damaged or appears to be missing, please contact us with your order number and clear photos of the parcel, packaging and order slip.
Our packing area is CCTV covered, so we can fairly check genuine missing item queries and resolve them properly.
Please double-check the full parcel and packaging before contacting us, as smaller items can sometimes hide among packing materials.
👃 Product or scent query?
Scent strength can be affected by room size, burner type, airflow, wax amount and personal scent perception.
If you believe an item has a genuine issue, message us with your order number and product details so we can look into it properly.
❓ Still need help?
No problem — use the contact form below and include as much detail as possible so we can help quickly.
Contact Nuscents
Need a hand?
Whether it’s an order question, product query or something else, send us a message and we’ll get back to you as soon as we can.