Straight answers

The questions we get the most, answered in plain words.

Orders & shipping

When will my order ship?

Every order is prepared in our warehouse, then shipped. The day it leaves, you get an email with your tracking number. If your order hasn't shipped yet, it's confirmed and in the queue. You don't need to do anything.

Why is my order taking longer than expected?

Demand has been much higher than we planned, so some orders are taking a few extra days to leave our warehouse. Orders ship in the order they were placed, and yours is confirmed and paid. The day it ships, you'll get an email with your tracking number. You can also check its status at the top of this page anytime.

Can I cancel my order?

Message us as soon as possible with your order number. If it hasn't shipped yet, we'll do our best to change or cancel it for you. Once it has shipped, it can't be stopped, but message us anyway and we'll find a solution together.

How much is shipping?

Shipping depends on your country and is shown in your cart and at checkout before you pay. Free shipping is available in many countries above a certain amount or number of jars. If it applies to you, you'll see it in your cart.

Do you ship to my country?

We ship to most countries. Enter your address at checkout: if we deliver there, you'll see the shipping price right away.

Can I change my address or my order?

Yes, as long as it hasn't shipped. Send us a message with your order number and the change, and we'll confirm by email once it's done.

Tracking

Where do I find my tracking number?

In the shipping email we send the day your order leaves. Check your spam or promotions folder too.

My tracking hasn't moved. Is something wrong?

Usually not. Tracking can stay quiet for a few days while your package travels between hubs, especially across borders. If nothing has changed for more than 3 days, message us and we'll check it personally.

It says delivered, but I don't have it.

Check around your door, mailbox, reception desk or with neighbors, as carriers sometimes leave parcels nearby. Still nothing after 24 hours? Tell us and we'll sort it out with you.

Payment

What payment methods do you accept?

All major credit and debit cards, Shop Pay, Apple Pay and Google Pay. The options you see at checkout depend on your country and device. We don't offer cash on delivery.

My payment didn't go through.

Double-check your card details and billing address, or try another method like PayPal. Some banks block international online payments: a quick call to your bank usually fixes it. Still stuck? Message us.

Returns & refunds

What if I don't like it?

Your first order is covered by our 90-day satisfaction guarantee. If it's not right for you, contact us within 90 days of delivery with your order number and we'll find the right solution with you. One guarantee per household, on your first order. Conditions apply.

Details: Return & refund policy.

I don't love the scent I picked.

We'll swap it for another scent, free, within 90 days of delivery. One exchange per order. 

My jar arrived damaged, or something is missing.

Sorry about that! Send us your order number and a photo within 14 days of delivery and we'll replace it or refund it.

How long does a refund take?

We send the refund to your original payment method as soon as it's approved. Your bank then usually takes a few business days to show it on your statement.