FAQ's

If you make a mistake and ordered the wrong product please contact us immediately by email at enquiries@starproducts.co.nz, quoting your order number. We might be able to make changes if your order has not been packed. If the order has been packed, we are unable to make changes.

Please contact us immediately by email at enquiries@starproducts.co.nz, quoting your order number. We might be able to cancel if your order has not been packed. If the order has been packed, we are unable to make changes.

Due to the nature of our products, you cannot return or exchange your item if you have changed your mind. If your product is faulty, or if we’ve made a mistake please contact our customer service team via email email. Please note: If you purchased your goods from a retail store please see their return policy and contact them directly.

Please email enquiries@starproducts.co.nz with a description of the item and a photo of the problem. If you purchased the item from a retail store, please contact them directly.

We do not offer Afterpay. We accept all major credit cards.

If you have created an account with us, and this was active when you placed the order, you can view order confirmations on our website. Click the account icon, and then on "My Orders". Make sure you are in the "list" view and you will see details of each order. If you need another copy of your confirmation email, please send an email with your name and address to enquiries@starproducts.co.nz

You might be on on our International site, rather than your local country's site. Please follow the links below to the correct site :
New Zealand: www.thearomatherapycompany.co.nz
Australia: www.aromatherapyco.com.au
If you are still having issues, please email enquiries@starproducts.co.nz

Once your order is complete we are unable to add a discount code. You can keep your discount code for use on future orders.

We do not send tax invoices automatically. If you require a tax invoice, please send an email with your order number to enquiries@starproducts.co.nz

We do not send tax invoices automatically. If you require a tax invoice, please send an email with your order number to enquiries@starproducts.co.nz

You might on on our International site, rather than your local countries site. Please follow the links below to your countries correct site :
New Zealand: www.thearomatherapycompany.co.nz
Australia: www.aromatherapyco.com.au
If you are still having issues, please email enquiries@starproducts.co.nz

You can reset your password by first entering your user name and then clicking on "password reset".

Our core brands are available for sale on our website; these brands are: Naturals, Smith & Co, Therapy, Blend and FLWR.

If an item is out of stock, this will be noted on the website, and you can choose to be notified when we’re back in stock.

Some of our products are exclusive to certain retailers or are limited editions not sold on our site. If you’re looking for something special that is not on our site:

• Check the website of the retailer you purchased it from.
• For discontinued lines, overruns and specialty items you might find them at our clearance outlet www.aromaoutlet.co.nz
• If you still need help, get in touch here and we’ll do our best to assist.

Accounts are not automatically created when you place an order unless you have signed up and opened an account with the Aroma Club. You must be logged in to the Aroma Club in order to see and earn points. If you have forgotten your password, follow instructions to reset.

We offer a discount of 10% for purchases of 4 or more units of the same item within one order. If you require a larger quantity for commercial or corporate requirements, please email enquiries@starproducts.co.nz

We offer a discount of 10% for purcases of 4 or more units of the same item within one order. If you require a larger quantity for commercial or corporate requirements, please email enquiries@starproducts.co.nz

It is free to join. Simply register for an account and make sure to log in every time you place an order to collate rewards points. Your points continuously accumulate and when reaching each milestone, a new voucher will be waiting in your account. Follow your progress inside your account once logged in. You can update your personal details at anytime simply log in to Aroma Club to view your account details. Click on ‘View addresses’. Then, To update your personal details, and click ‘Save’. You can also click on ‘Add new address’ to add an alternative delivery address to your profile. See all the ways to earn and VIP rewards here.

The email address for account log in cannot be changed.

You can update your personal details at anytime. Simply log in to Aroma Club to view your account details. You can change your address, add a new address, change your personal information, check on your orders and update your subscription preferences.

You can update your personal details at anytime. Simply log in to Aroma Club to view your account details. You can change your address, add a new address, change your personal information, check on your orders and update your subscription preferences.

You can update your personal details at anytime. Simply log in to Aroma Club to view your account details. You can change your address, add a new address, change your personal information, check on your orders and update your subscription preferences.

Please make sure you are logged into your account. Once in this page you should see a code you can copy and paste at checkout.

Sorry to hear this. When joining up to the Aroma Club, you need to then log in to enter your birthday into your account. Once this is done, a voucher will be automatically generated when it is your birthday.

Sorry to hear you want to go. This can only be done by you as we cannot adjust your account preferences. Please scroll to the bottom of the email you received and click "Unsubscribe"

When you join our subscription service, we’ll ensure your home fragrance and body care is delivered on your schedule.
1. choose your product
2. click subscribe
3. select how often you would like it shipped
4. checkout (you will be charged for only for your first order at this time)
5. we will deliver straight at your selected frequency straight to your door without any hassle.

All automatic refill subscriptions are charged on the same date (each 30 days / 60 days or 90 days) from your initial purchase. We will only charge when goods are due to ship.

You will be sent automatic emails before a scheduled refill is due to be sent. We will also let you know if payment declined for any reason and offer for you to retry. No goods will be sent until a payment is successful.

If your product is out of stock for a month during your subscription, we will contact you to offer a different aroma or to skip a month.

Simply log in to your account to edit any personal details or update your subscriptions. Please keep your payment, email and postal address details up-to-date over the duration of your subscription. We are not liable if goods are sent to your old address. You will receive monthly email notifications when payments are taken to prompt any changes.

Simply log in to your account. Minimum 3 replenishments.

It is free to join. Simply register for an account and make sure to log in every time you place an order to collate rewards points.

Your points continuously accumulate and when reaching each milestone, a new voucher will be waiting in your account. Follow your progress inside your account once logged in.

You can update your personal details at anytime simply log in to Aroma Club to view your account details. Click on ‘View addresses’. Then, To update your personal details, and click ‘Save’. You can also click on ‘Add new address’ to add an alternative delivery address to your profile.

See all the ways to earn and VIP rewards here

When you join our subscription service, we’ll ensure your home fragrance and body care is delivered on your schedule.

1. choose your product
2. click subscribe
3. select how often you would like it shipped
4. checkout (you will be charged for only for your first order at this time)
4. we will deliver straight at your selected frequency straight to your door without any hassle (and free shipping).

When will I be charged?
All automatic refill subscriptions are charged on the same date (each 30 days / 60 days or 90 days) as your initial purchase. We will only charge when goods are due to ship.

What if my card declines on future refills?
You will be sent automatic emails before a scheduled refill is due to be sent. We will also let you know if payment declined for any reason and offer for you to retry. No goods will be sent until a payment is successful.

What if the product is out of stock in the future?
If your product is out of stock for a month during your subscription, we will contact you to offer a different aroma or to skip a month.

How do I edit my subscription / address?
Simply log in to your account to edit. Please keep your payment, email and postal address details up-to-date over the duration of your subscription. We are not liable if goods are sent to your old address. You will receive monthly email notifications when payments are taken to prompt any changes.

How do I cancel my subscription?
Simply log in. Cancel at any time.

Shipping is free for all orders of $120 or over within New Zealand and Australia.

Orders below $120 are charged a flat delivery rate of $10 within New Zealand and Australia.

Please allow 2-3 business days for dispatch from receipt of order.

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
3-10 business days once the order has been dispatched

Rural Delivery - orders delivered within 7-10 business days once the order is dispatched.

Shipping is free for all orders over $120 within New Zealand and Australia.

We currently ship to New Zealand and Australia only.

If you have not received a tracking link by email confirming that your order has been despatched, then it may be possible to change the address on your order. Please email our team at enquiries@staproducts.co.nz as soon as possible and we will try to assist. If your parcel is now dispatched and with the courier, you will need to contact them directly.

We cannot deliver to a PO box. The courier requires a physical address only. We can ship to business, residential or rural addresses.

Please use the tracking details provided and contact your local courier company.

Orders are usually despatched from our warehouse within 2-3 days of receiving. Once it’s onboard with a courier company you’ll receive a tracking link. Courier delivery times will vary – especially for regional areas.

If you’ve received an email confirming your order has been despatched, please follow the tracking link in the email and contact the courier company directly with any queries.

If your order has arrived damaged, or you have another problem or query, please get in touch with us.

If your product is faulty, if we’ve made a mistake, or if you are not satisfied for any reason, please contact our customer service team on NZ 09 636 4484 or Australia 1800 104 029 or email enquiries@starproducts.co.nz

Due to the nature of our products, we cannot exchange your item if you have changed your mind.

If you purchased the item from a retail store, please see their return policy and contact them directly.

Our candle wax is made from a blend of soy and other ingredients designed for the best possible fragrance and performance. The wax has a high content of soy blended with some other natural waxes and hardeners. Some (not all) of our candles contain paraffin but this is in small quantities and is not harmful in any means.

Our candle wax is made from a blend of soy and other ingredients deisgned for the best possible fragrance and performance. The wax has a high content of soy blended with some other natural waxes and hardeners. Some (not all) of our candles contain paraffin but this is in small quantities and is not harmful in any means.

It is not possible to make a candle using 100% soy as this is a liquid. Soy wax contains some other natural waxes and hardeners to ensure the best possible fragrance and overall performance.

Our candles are tested to ensure that they behave within international standards for sooting. These behaviours are present in all candles and we make sure our candles burn as cleanly and safely as possible.

Just like the finest perfume, most of our fragrance contains a mixuture of essential oils, natural raw materials and some naturally synthesized compounds. We use these ingredients to create a high quality blend that will allow the most effective performance possible. We use naturally synthesized ingredients when using the original ingredient is harmful to animals, bad for the environment or highly allergenic. Synthetic ingredients are not harmful or bad, they are just synthesized to replicate the natural fragrance. Rest assured we follow the highest standards for compliance (the European standard) to ensure all ingredients are safe for use.

We use both natural and naturally synthesized ingredients. Synthesized ingredients are generally used when the original ingredient is harmful to animals, bad for the environment or highly allergenic. Synthetic ingredients are not harmful or bad, they are simply created to replicate the natural ingredient in the safest way. We believe that "less is more" and we try to use the most simple, effective recipes to provide and highest quality and follow the highest standards for product safety and integrity.

Chemical is the name for all compounds, both natural and synthetic. We use as few ingredients as possible and follow very strict EU standards for safety and do not use any sustances of concern. We use naturally synthesized ingredients when using the original ingredient is harmful to animals, bad for the environment or highly allergenic. Synthetic ingredients are not harmful or bad, they are just synthesised to replicate the natural compound.

The fragrances in our Therapy range all contain a mixture of essential oils and some other fragrance compounds to round out the fragrance profile. We use naturally synthesised ingredients when using the original ingredient is harmful to animals, bad for the environment or highly allergenic.

Yes we have a range of refills in our Smith & Co., Therapy & Naturals Ranges including diffuser liquid refills, reed stick refills, hand & body wash refills and exclusive to the Naturals collection - Candle wax refills.

All our body care is made right here in New Zealand. Our Naturals range of home fragrance is also made in New Zealand. Due to local manufacturing restrictions, our other Home Fragrance products are made in China, under The Aromatherapy Company's strict guidelines.

No, we do not test on animals. All items are cruelty free and vegan.

Learn more about our ingredients here : https://www.thearomatherapycompany.co.nz/pages/explore-our-ingredients

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 until 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).

You may see some discolouration of the diffuser liquid over time. This is a natural reaction and does not mean your product is faulty. The change is due to some of the natural fragrance compunds changing colour. Vanilla, Gardenia and other white flowers will most likely change to pale gold, or sometimes a yellow tinge. Make sure you store your diffuser out of direct sunlight as this also can discolour the liquid.

You may see some discolouration of the candle wax over time. This is natural reaction and does not mean your product is faulty. The change is due to some of the natural fragrance compunds changing colour. Vanilla, Gardenia and other white flowers will most likely change to pale gold, or sometimes a yellow tinge. Make sure you store your candle out of direct sunlight as this also can discolour the liquid.

Some black residue is impossible to avoid as it is a naturally occuring event produced by flame. To remove, simply wipe the edges of your glass vessel with a damp cloth or paper towel. Excess soot build up could mean that your candle wick is too long. Trim your wick to a maximum length of 5mm bfore each burn.

12 months once opened, however unopened these are fine for up to three years.

Home Fragrance is stable for use at least 4 years after the date of manufacture.

We’re so glad you enjoyed our amenities sets during your stay! Our shampoo and conditioner sets are made specially for accommodation providers, so unfortunately they're not available for retail sale. Subject to personal preference, our hand and body washes can also be used as a shampoo as they are very gentle.

The most common reason that candles tunnel is that the candle hasn't burned for long enough on its first burn. We recommend that you let it burn for at least two to three hours the first time you light it, so that the wax melts all the way to the edges of the candle. As the wax does have a memory, it should then burn to the edges for each subsequent burn. It is possible to reverse tunnelling if the candle hasn’t burned down too much using aluminum foil. Grab a piece of aluminum foil big enough to cover the top of the container. Poke a hole in the middle at least an inch wide so that the flame gets enough oxygen to burn. Allow the candle to burn long enough to melt the wax to the edge of the container. The aluminum foil helps hold in enough heat to melt the entire surface of wax. Very cold temperatures can also effect an even burn so if your wax is very cold - warm it a little by placing in a sunny spot before burning.

Thanks for getting in touch. We’re so sorry you’ve had this experience!
The glass candle vessels are tested for thermal shock to a very high temperature so won’t break under normal use, but intense concentrated heat can eventually cause a vessel to break and this is usually caused by letting the candle burn for too long, or letting it burn too low. Please refer to the bottom of our candles for the maximum burn time per use. For our larger candles it’s usually 2-3 hours, and it must be extinguished/disposed of when the wax reaches a level of 1cm in the bottom of the vessel. At this point, a lot of ambient heat will develop in the vessel, the flame gets larger and this can be enough to crack the glass so please extinguish your candle before this level.
Please rest assured that our candles are very safe when used in line with our care instructions, which can be found on the outside of the box that the candle comes in, and also on the bottom of the candle.

Please see the digital voucher for the expiry date.

We closed our clearance outlet in Onehunga in June 2024. You can now buy clearance and end of line bargains on The Aromatherapy Company website, under the "clearance tab".

We have a clearance tab on our website with discounted end of lines and seasonal ranges.

Unfortunately we are unable to include giftcard or personalised messages in orders, although we are looking onto this for the future.

We have stockists in UK, Europe and Asia. Please contact our team for more info.

Please contact us with details of your business and one of our friendly sales team will get back to you. Page can be found here https://www.thearomatherapycompany.co.nz/wholesale-contact/

Please contact us with your location. We currently ship all our products online within NZ and AU only. We also have stockists in UK, Europe and Asia. Please contact our team for more info.