GOT QUESTIONS?

GENERAL

I have an issue/am unsatisfied with a product.

If you are not satisfied with your your purchase - please return it, along with proof of purchase, to the store you purchased it from for a refund or exchange, or alternatively get in touch with us via our 'Contact Us' page.

How do I open and use my diffuser?

Diffuser caps are securely in place to ensure no leakage of the diffuser fluid. We understand the diffuser may be a little tricky to open - we recommend using a tea towel to hold the protection cap securely and holding onto the bottle firmly with your other hand, wiggle the cap from side to side in an upwards motion till the cap is removed.

Next Insert the reed sticks into the bottle. Leave the bottle open with the sticks inserted. Rotate the sticks upside down once a week to release the aroma (being careful not to drip the fragrance onto any surfaces). Fragrance blooms within 48 hours and lasts up to two months (depending on your surroundings and size of diffuser).

Can I buy refills for my diffuser?

We do not sell refills for diffusers at this stage. However we are looking at providing refills in future - watch this space!

Can I buy reed or cotton diffuser sticks separately?

We do not sell reed sticks or cotton sticks for diffusers seperately at this stage.

I can’t find a particular item on your website

All products that are available for purchase from our various stockists are listed on our website. If you are after a particular product from our stockists, please contact that stockist directly – we are unable to provide an indication of a product’s availability at that stockist as we do not have access to their store's information. If you are unsure if a product has been discontinued, you can get in touch with us via our enquiry form on our contact page.

Are your products tested on animals?

No, we do not test on animals.

Why is there black residue inside my candle?

This is due to your candle wick being too long. Ensure the wick is always upright and trimmed to about 0.5cm to prevent black residue from forming. You can easily wipe the back residue away with damp cloth or paper towel.

Do you offer gift wrapping?

We do not currently offer Gift wrapping.

TIPS & TRICKS

Reed Diffusion Sets

Our Reed Diffusion Sets are a simple and effective way to diffuse continuous fragrance throughout your environment. Once you have opened your diffusion set and inserted the reed sticks into the bottle, ensure that it is kept out of reach of children and away from any naked flames. You can rotate the sticks upside down once a week to help release the aroma. Do not place the bottle on a varnished surface. Place the diffusion set on a ceramic plate or coaster first in case of any accidental spills that may occur. Take care when rotating sticks to ensure fluid does not drip on surfaces also. If diffuser fluid has been spilt, quickly and cleanly wipe up the fluid.

Candles

The vessel of your candle may get hot so ensure that it is placed on a heat resistance surface. Do not let the wick of your candle burn on or near the glass and ensure that it is centred. We strongly advise that you only burn your candle for 3 to 4 hours at a time and keep the wick trimmed to 0.5cm. The flame can get too large if the wick hasn’t been trimmed and if so, allow to cool then trim. When extinguishing your candle, never blow out the flame. We recommend using a candle snuffer to extinguish the flame instead or you can dip the wick into the wax. In doing so you will avoid tainting your environment with the smell of smoke. Ensure you set the wick upright and centre before burning your candle again. Never leave a burning candle unattended and keep it away from children, animals, flammable materials and also draughts to prevent uneven burning. Discontinue burning and discard your candle when there is 1cm or less wax remaining in the vessel then take your pick of a new candle fragrance to try!

Diffusers

Keep out of direct sunlight to help stop discolouring.

PRODUCTS

Why did my diffuser liquid discolour?

You may see some discolouration of the diffuser liquid over time. This is normal and does not mean your product is faulty. The change is due to the composition of the fragrance. Make sure you store your diffuser out of direct sunlight as this also can discolour the liquid.

How long will my Diffuser last?

How long a diffuser will last depends on numerous conditions/factors. Room size, temperature, size of the diffuser, fragrance used, reed or cotton sticks - all contribute to how long a diffuser will last. On average a 250ml diffuser will last approximately 6 months in an average sized, cool room.

How long will an Aromatherapy Co candle last for?

How long a candle will last depends on the size of the candle, fragrance used, wick and wax type. Please check product specifications or packaging in store for burn times.

Where are your products made?

All our bodycare is made right here in New Zealand. Candles and diffusers are made in China, under The Aromatherapy Company's strict guidelines.

What wick type do you use?

We use 100% cotton lead free wicks in all our candles.

DELIVERY & RETURNS

How much is shipping?

Shipping is free for all orders of $50 or over within New Zealand and Australia

Orders below $50 are charged a flat delivery rate of $5 within New Zealand and $10 within Australia

How long does delivery take?

New Zealand
North Island - orders delivered within 3-5 business days once the order has been dispatched
South Island - orders delivered within 4-7 business days once the order has been dispatched
Rural Delivery - orders delivered within 7-10 business days once the order is dispatched

Australia
5-10 business days once the order has been dispatched


*we generally allow 24 hours for dispatch from receipt of order

What is your exchange policy?

If your product is faulty, damaged, incorrect or if you are not satisfied for any reason you can return it for a refund or exchange. Please contact our customer service team on NZ 09 636 4484 or Australia 1800 104 029 or email enquiries@starproducts.co.nz

Product returned must be unused and in original packaging.

Returns must be made within 14 days of receiving your order and order number & e-receipt must be provided.

What is your returns policy?

If your product is faulty, damaged, incorrect or if you are not satisfied for any reason you can return it for a refund or exchange. Please contact our customer service team on NZ 09 636 4484 or Australia 1800 104 029 or email enquiries@starproducts.co.nz


Product returned must be unused and in original packaging.


Returns must be made within 14 days of receiving your order and order number & e-receipt must be provided.

Do you ship internationally?

We currently only ship to New Zealand and Australia at this stage.

How can I track my delivery?

Once your order is shipped you will receive a confirmation email which will include your consignment number to track the progress of your order.

What do I do if my order arrived broken or damaged?

If your product arrived damaged or faulty you can return it for a refund or exchange. Please contact our customer service team on NZ 09 636 4484 or Australia 1800 104 029 or email enquiries@starproducts.co.nz


Product returned must be unused and in original packaging.


Returns must be made within 14 days of receiving your order and order number & e-receipt must be provided.