FAQ
Answers on orders, delivery, diffusers, fragrance oils, subscriptions and keeping your diffuser running beautifully.
Orders and delivery
How long will it take to process my order?
How long will it take to receive my order?
Do you offer free shipping?
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Can I change or cancel my order after placing it?
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Can I track my order?
If something is not right
What should I do if I receive a damaged order?
What should I do if I receive the wrong item?
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What is your returns policy?
How do I return or exchange an item?
Your diffuser
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What is cold-air diffusion technology?
Where is the best place to put my diffuser?
Can I customise the fragrance intensity?
Can I control my diffuser with a smartphone?
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Are diffusers safe to use around children and pets?
Fragrance oils
Can I use other fragrance oils with your diffusers?
What type of oils should I use in waterless diffusers?
Are your fragrance oils safe to use?
Are your fragrance oils safe to use around children and pets?
What are your scent oils made of?
What sets Ascent Collection fragrance oils apart?
How long does a bottle of fragrance oil last?
What should I do if I accidentally spill fragrance oil?
Subscriptions
How can I manage my subscription?
Can I adjust how often my subscription deliveries arrive?
Can I swap the fragrance oils in my subscription?
Caring for your diffuser
How often should I clean my diffuser?
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What is the best way to clean the diffuser bottle and atomiser head?
Can I use water to clean the diffuser?
Still need a hand?
Our Customer Care team is based in Australia and reads every message. Send us your order number and what is happening, and we will take it from there.