You can check your order status and tracking updates through the My Account section or the confirmation email you received.

• Tracking info updates within 48 hours (Mon–Fri) of order processing.
• Our Tracked 24 and DPD services often arrive next working day after dispatch.
• We dispatch daily with Royal Mail and DPD. Peak seasons may cause brief delays in updates.

If something’s missing or damaged, please contact us with a clear photo of the item, packaging, and order slip. This helps us resolve it quickly with our dispatch team.

Whilst our team are human and can make errors, please be aware, our packing area is covered by 2x overhead 4K CCTV cameras which are network timed.

We resolve all genuine missing item claims fairly swiftly, however fraudulent claims will never be tolerated. In the case an item was packaged within a sealed order, we will send you the CCTV snippet. We always encourage double checking boxes in the case of customer mistake ahead of contacting us.

Our process is rigorously tested, but if you feel a product lacks scent:

• Return the item as received to: 53-59 New Tythe Street, Long Eaton, NG10 2DL
• If confirmed scent-free, we’ll refund fully including return postage.
• If scent is found, we’ll refund product only (return postage not covered).

Note: Scent perception can be affected by burner type, room size, and even things like COVID.

If your question wasn’t answered above, feel free to use the contact form below. Our team is here to help!