FAQs

Order Enquiries 

I have not received any updates/emails about my order?

Please check the junk/spam folder as the email could be there. If it's not there, please reach out to the team and they will resend the tracking information.

I am trying to place an order but the website keeps crashing?

We are working on the website from time to time. We would advise checking the website an hour later and trying again. If it does not work, email the team and they will look into this.

I placed an order for a product but now I do not want it, can I get a refund?

If the order has been dispatched, you will need to send it back to the office unopened in order to qualify for a refund. If your order is not yet dispatched, please contact our team so they can cancel your order.

Shipping issues

Why is delivery taking so long?

We use Royal Mail 1st Class Signed shipping service, they aim to make deliveries the next working day but can take up to 10 working days to arrive. 

Please check the tracking information provided in your confirmation email, if there is no update, it means Royal Mail has not attempted to deliver your order yet. If your order does not arrive within 10 business days, please contact us so we can resend your order.

It has been over a couple of weeks and my order has not been delivered, can you contact Royal Mail?

Unfortunately, we only have the same information you have therefore the sender is best placed to contact Royal Mail as they will be able to provide specific information such as GPS location of the order.

My tracking information states delivered but I do not have the product?

We ask you to check with neighbours and family to ensure it is not with anyone else. If not, please contact Royal Mail as they are able to provide better information such as where your order was delivered/who it was delivered to.

I put the wrong address details in my order, can this be changed

If the order has been fulfilled, we will have to wait for the order to be returned back to us before we can resend the order to the correct address. 

I have not received any emails/updates about my order?

Please email the team with your order details so we can resend your order confirmation with tracking information.

Do you offer international shipping?

Yes, we do. However, there may be extra costs relating to import and customs duties which the customer will need to pay for. We cover all taxes for our EU/ USA customers.

What delivery service do you offer?

We offer first-class signed via Royal Mail which normally delivers the order the next day depending on time of ordering.

My tracking status won't update, is there something wrong with my order?

Royal Mail tracking only updates when a delivery attempt is made, if there is no update then it means your order is still on its way. If your order doesn’t arrive within 10 working days, please contact us as your order might be lost.

Received incorrect items 

Please send us a picture of the items received alongside your order details so we can sort out a replacement for you.

Issue with Bottle

My bottle is leaking, how can this be sorted?

We offer 2 options for leaking bottles. The first option is returning the bottle which would be replaced once received, or we would send you a 3 bottle to compensate for the oil lost alongside a replacement label if necessary to avoid the hassle.

My bottle arrived broken, how do I get a new one?

We would replace any broken bottles with new ones. To ensure this is the case, we ask for photo evidence prior to sending a replacement.

Questions about scent

Why does the scent disappear after a while? I’ve heard it should last a long time?

There could be 2 reasons - one that not enough oil was applied to the skin and the second being the skin is not warm. Perfume oils need some warmth to come alive, pulse points are key!

Why is the colour of the oil in my 30ml bottle different to my 3ml sample?

We use the same oils in both 30ml and 3ml bottles. However, the batches we receive from our supplier can vary in colour due to seasons (Forgotten Memory batched in autumn is darker than ones batched in spring) but the scent is the same. Colour can also change as the oil oxidises.

I bought a 30ml bottle and dislike the scent, can I get a refund?

We do not offer refunds on opened products. We encourage customers to purchase the a 3ml oil prior to buying a 10ml/ 30ml to avoid buying a scent they dislike.

Are your perfumes vegan and animal friendly?

We use synthetics alongside natural ingredients to create wonderful, long-lasting perfume oils while being vegan and animal friendly.