Contact Us

Response Time

We aim to respond within 48 hours (Mon-Fri, 9:30 am–6:00 pm).
Please only reach out to us once, on one platform, to ensure your query isn’t delayed in our system.

Need Help Fast? Check Our FAQs First!
Save time by reading the answers to common questions below before contacting us. Most customers find the help they need here.

Check Your Order & Tracking Information

You can check your order status, including tracking updates, through the My Account section of our website or via the email address you used to place the order.

  • Order Processing: Tracking info updates within 48 hours (Mon-Fri) of order processing.
  • Delivery Services: While we don’t offer Next Day Delivery, our Tracked 24/DPD service generally arrives the next working day after dispatch (not including lead times).
  • Dispatch & Collection: We dispatch with Royal Mail (twice daily) and DPD (once daily). Please note that during peak seasons, like the run-up to Christmas, Royal Mail tracking updates may experience brief delays.

Missing or Broken Item in Your Order?

If something’s missing or broken, please contact us with a photo of the item, packaging, and order slip. This helps us investigate with our dispatch team promptly and resolve your issue faster.

What If an Item Has No Scent?

Our production process is consistent and tested across hundreds of thousands of products each year. If you believe a product lacks scent:

  1. Return the item in its received condition to 53-59 New Tythe Street, Long Eaton, NG10 2DL.
  2. If we confirm the item is scent-free, we’ll issue a full refund (including return postage). If we determine it does have scent, we’ll still refund the product cost, though return postage will be your responsibility.

For optimal scent, we recommend considering burner type, room size, and even health factors like COVID symptoms, which can temporarily affect the sense of smell. Over 99% of our customers are delighted with the quality and value of our products, and many return regularly for more!

Still Have Questions? Use the Contact Form Below.