Frequently Asked Questions

A reed diffuser is a decorative glass bottle filled with fragrance oil and reed sticks that absorb the oil and continuously release the fragrance into the air. It is a popular way to add a pleasant scent to a room without the use of flames or electricity.

Our reed diffusers work by capillary action. The fibre reed sticks are porous and absorb the fragrance oil, which then travels up the sticks and is released into the air. The fragrance is diffused naturally without the use of heat or electricity.

Our reed diffusers can be placed in any room in your home, just make sure to place them on a stable surface where they won’t be knocked over. While our Reed Diffusers contain a high concentration of fragrance oil, a single diffuser will not fill your entire home with scent. We recommend using multiple diffusers placed strategically throughout your home if you would like a full-home scented experience. To maximise the effect of the fragrance, place your reed diffusers in high-traffic areas like a main entryway to your room or a frequently used hallway. This way you will enjoy the fragrance as you pass by and the scent will trail behind you into other rooms.

This depends on the amount of fragrance oil, the number of reed sticks used, and how often you flip the reeds. On average, our 100ml reed diffuser using 7 reed sticks can last between 4-6 months.

If your reed diffuser is too strong, you can remove some of the reed sticks to reduce the fragrance intensity. Handle reeds with care and do not spill any oil on polished or painted surfaces.

Try flipping the reed sticks to rejuvenate the fragrance diffusion. Avoid flipping the reed sticks too often, as this can cause the fragrance oil to be absorbed and diffused much more rapidly, leading to a shorter lifespan for your reed diffuser.

While our reed diffusers are made to be consumer safe, we always recommend consulting with your doctor or a medical professional before using any scented products during pregnancy. Some women may have heightened sensitivities to certain scents during pregnancy, so it’s always best to be cautious and seek professional advice.

Our reed diffusers are safe to use around babies and children when used as directed. However, you must place the diffuser out of reach of children and ensure adequate ventilation in the room.

Our reed diffusers are generally safe to use around pets. However, some pets may be sensitive to certain fragrances. We recommend monitoring your pet’s behaviour and removing the diffuser if any adverse reactions occur. Place the diffuser out of reach of pets and do not place them in areas where pets can easily knock them over.

If you’re having trouble placing your order, we recommend you clear your cache and cookies on the website. If that doesn’t work, consider using a different browser or device. If you’re still experiencing issues, please don’t hesitate to contact us.

If you wish to cancel or change your order, please contact us as soon as possible. We will do our best to accommodate your request, but if your order has already been dispatched, we won’t be able to make any changes. If you have already received your items and wish to return them, please contact our Customer Care Team, and send the products back to us in their original condition. Once we receive the products, we will issue a refund for your purchase.

If you haven’t received your order/delivery confirmation email, we suggest checking your junk/spam folder as sometimes the email can end up there. If it’s not in there, and you still haven’t received your order within our delivery timeframe, please don’t hesitate to contact our Customer Services team.

We apologise for any inconvenience caused by receiving the incorrect item in your order. Kindly contact our customer care team as soon as possible. We will work to rectify the situation and send you the correct item as soon as possible.

If you have noticed that an item is missing from your order, we apologise for any inconvenience caused. Please contact our Customer Care Team as soon as possible, and we will do our best to resolve the issue for you. Please note that we may ask you to provide pictures or return any packaging, so please do not dispose of them.

We apologise for any inconvenience caused by the damaged item(s) you received in your order. Please contact our Customer Care Team as soon as possible to report the issue and include an image of the damage. We will do our best to ensure a replacement is sent to you as soon as possible. Please do not dispose of any packaging as we may need it for investigation purposes.

Unfortunately we currently do not offer gift wrapping. However, please note that our product packaging is thoughtfully designed to be visually appealing and suitable for gifting.

We process orders Monday to Saturday, excluding bank holidays, and aim to dispatch all orders within 1-2 working days. Orders received outside of these times will be processed the next working day. You will receive a shipping confirmation email with tracking number once your order has been dispatched.

We use Royal Mail Tracked 48 to ship all orders. Please allow 2-3 working days for your order to arrive after it has been dispatched.

If you need to change your delivery address, please contact us as soon as possible. If your order has already been shipped, we are unable to make any changes to the delivery address.

If you are not home when your delivery arrives, the delivery company will usually attempt to leave your parcel with a neighbour or in a safe place at your property. They may also leave a card with instructions on how to arrange a redelivery or to collect the parcel from a local depot.

We do not offer international shipping at the moment. However, if you are an international customer, please do not hesitate to contact us and we can provide you with a quotation for international shipping.

If you have not received your delivery, please check the estimated delivery time frame and tracking information provided. If the expected delivery date has passed or the tracking information shows no progress, please contact our Customer Service team. We will investigate the issue and work with the shipping carrier to resolve the problem as quickly as possible.

At the moment, we accept VISA, Mastercard, American Express, Apple Pay and Google Pay. If you wish for us to provide another payment option, please don’t hesitate to contact us.

If your payment is not accepted during checkout, kindly verify that the information you have entered is accurate and matches the billing address details you have registered with your chosen payment method. The billing address information provided must match the billing details you have registered with your bank.

You can use your coupon code during checkout. Before completing the payment, ensure that the code has been successfully applied to your order as we won’t be able to apply any discounts or codes afterward.

If you forgot to apply your coupon code during checkout, we recommend cancelling your existing order and placing a new one with the coupon code. Unfortunately, we are unable to deduct the coupon value from an already processed order. If your order has already been shipped, please contact us, and we will do our best to assist you further.

Unfortunately, it’s not possible to use more than one coupon code for a single order. Only one coupon code can be applied per order.

To stay up-to-date with the latest offers and promotions, we suggest subscribing to our newsletter. You can sign up via the subscription box located at the bottom of our homepage.

We cannot accept returns for any products that have been opened or used.

If you are not completely satisfied with your purchase, we offer a full refund for unopened products in their original condition within 30 days of purchase. To initiate a return, refund, or replacement, please contact our Customer Care Team. We strongly recommend obtaining a proof of postage receipt when sending your item back to us.

We can accept returns for gift items, but only for an exchange and only if a proof of purchase receipt is provided. Please note that we do not offer refunds for gift items, unless they are returned by the original purchaser. The items being returned must be unused and in a resalable condition for us to process an exchange.

While we take great care to ensure that your items are securely packaged to prevent damage during transit, there may be instances where items do get damaged. If this happens, please contact our Customer Care Team. Please do not dispose of any packaging materials as we may ask you to return them or provide pictures for our records.

We will send you an email to confirm that we have received your returned item and that your refund or exchange has been processed. Please note that it may take a few business days for us to process your return and for the email to be sent.

Please allow up to 14 working days for us to process your return and issue a refund. After we have processed your return, we will send you an email confirmation notifying you of your refund.

If your original payment method is no longer valid, please contact your bank directly. We are unable to issue a refund to an alternative payment method.

Yes, we offer a guest checkout option for customers who do not wish to create an account. However, please note that if you use guest checkout, you will not receive the benefits of having an account, such as faster checkout with your saved delivery information and the ability to view your order history.

To create an online account, simply click on the “my account” button located at the top right corner of our website and then click “sign up”. Once you have created an account, you’ll be able to check out faster, view your order history, and receive updates on your orders.

To update your personal details, simply log into your account and navigate to your account page. You can edit your personal information, billing and shipping address, add or remove payment methods, and change your password.

If you’ve forgotten your password, simply click on the “Lost your password?” link on the account sign-in page. You will receive an email with a link to reset your password.

If you’re not receiving our email newsletter, please contact us and we’ll investigate the issue for you promptly. Additionally, please check your junk/spam folder as sometimes the email can end up there.

You can easily unsubscribe from our email marketing by clicking the unsubscribe link provided at the bottom of any of our emails. This will allow you to update your email preferences or unsubscribe from all future communications.

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