<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">Should you wish to modify or cancel your Click and Collect order, please contact our Customer Care Team at 1300 731 680 or email <a target="_blank" data-stringify-link="mailto:help@houseofkirri.com" data-sk="tooltip_parent" href="mailto:help@houseofkirri.com" rel="noopener noreferrer" style=" text-decoration: none;" id="isPasted">help@houseofkirri.com</a> at your earliest convenience. We are available Monday to Friday, from 9am to 5pm AEST. Having your order number ready will assist in processing your request efficiently.</span></p>

Can I cancel or amend my Click and Collect order?

<p>When you place an order, you will be sent an email with a tracking number once the order has been dispatched. You can check the status of your order by visiting our website, please <a href="https://www.scentaustraliahome.com.au/apps/tracktor/track" target="_self">click here</a>. To check the status of your order, simply enter your order number and registered email address.</p>
<p></p>
<p></p>

Where is my order?

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style></p><p dir="ltr" id="isPasted"><span style="text-decoration:none;">Once your order is placed, our warehouse team moves quickly to dispatch it, so we&#x2019;re unable to change the shipping address or delivery instructions after dispatch.</span></p><p dir="ltr"><span style="text-decoration:none;">Please note: We do not control courier delivery decisions once parcels leave our warehouse. All delivery updates must be managed directly with the courier.</span></p><p dir="ltr"><span style="text-decoration:none;">For Australian orders shipped via Australia Post, we recommend downloading the app:</span><span style="text-decoration:none;"><br></span><a href="https://auspost.com.au/about-us/about-our-site/australia-post-app" style="text-decoration:none;"><span style="text-decoration:underline;">https://auspost.com.au/about-us/about-our-site/australia-post-app</span></a></p><p dir="ltr"><span style="text-decoration:none;">From the app, you can:</span><span style="text-decoration:none;"><br></span><span style="text-decoration:none;">&#xA0;&#x2022; Redirect or update your delivery address</span><span style="text-decoration:none;"><br></span><span style="text-decoration:none;">&#xA0;&#x2022; Add delivery instructions or avoid safe drop</span><span style="text-decoration:none;"><br></span><span style="text-decoration:none;">&#xA0;&#x2022; Request signature on delivery</span><span style="text-decoration:none;"><br></span><span style="text-decoration:none;">&#xA0;&#x2022; Track your parcel in real time</span></p><p dir="ltr"><span style="text-decoration:none;">If your parcel is delivered unsafely, we recommend lodging feedback with Australia Post. Our team can assist with documentation if needed.</span></p><p><br></p>

Can I change my delivery address after I have ordered?

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">Each order is dispatched from our centrally-located warehouse in Port Melbourne, Victoria, ensuring a streamlined and efficient shipping process across Australia and internationally.</span></p>

Where will my order be shipped from?

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">Kirri is delighted to offer a seamless Click and Collect service from our prestigious warehouse and office in Port Melbourne, VIC. Simply select the &apos;Pick Up&apos; option during checkout, and you will be notified by SMS or email once your order is prepared. Collection is available at 10/600 Lorimer Street, Port Melbourne, between 9am and 5pm, Monday to Friday.</span></p><p><br></p>

Can I collect my order in-store?

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">We will notify you via SMS or email as soon as your order is meticulously prepared for collection. You may pick it up from our Port Melbourne location between 9am and 5pm, Monday to Friday.</span></p>

How will I know when my Click and Collect order is ready for collection?

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">Your order will be available within 7 working days. Once your order is prepared, you will receive a confirmation via SMS or email, including all necessary details for collection. Please ensure you wait for this notification before visiting for pickup.</span></p>

When can I expect my Click and Collect order to be ready?

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">Yes, we welcome the opportunity for someone else to collect your order on your behalf. Please forward the order collection notification to your chosen representative, who will present it upon collection at our office.</span></p>

Can someone else collect the order on my behalf?

<p>You are welcome to come at any time; we will hold the order for you for up to 7 days.</p>

What if I can't come to the store the day my order is ready?

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">There is no minimum spend requirement for our Click and Collect service, giving you the freedom to shop for whatever meets your needs.</span></p>

Is there a minimum spend for Click and Collect?

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">As we approach the festive season, we kindly remind you to consider our recommended shipping schedules to ensure your selections arrive in splendid time for Christmas celebrations. For deliveries across VIC, NSW, ACT, SA, and TAS, we suggest placing your orders by Tuesday, 19th December for Regular Post and by Thursday, 21st December for Express Post. For those in WA and NT, please secure your orders by Friday, 15th December for Regular Post and by Wednesday, 20th December for Express Post.<br><br>We understand the importance of timely gifting and encourage the use of Express delivery options during this peak period to enhance the promptness of your parcels. As always, while we strive for efficiency, the surge in seasonal demand may affect delivery times, and we recommend referring to the Australia Post website for the most accurate and up-to-date information.<br><br>We invite you to order with ample time, allowing you to enjoy a relaxed and delightful holiday season without the last-minute rush. Merry Christmas and thank you for choosing to celebrate with elegance.</span></p><p><br></p>

What are the cut-off dates for Christmas?

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">For deliveries facilitated via Australia Post Express, a signature will be required upon receipt. In instances where no one is available to sign, a notification card will be left, directing you to collect your parcel from the nearest post office. For standard deliveries through Couriers Please, parcels may be left in a safe location at the discretion of the courier.</span></p>

Do I need to sign for delivery?

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">Kirri proudly offers international shipping, calculated at the checkout. Please note, due to specific regulations, the Element Diffuser is currently only available for shipment to the United States, with a refund issued for any orders outside this range</span></p>

Do you ship worldwide?

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">Upon successful submission of your order, you will be greeted with a confirmation screen displaying your unique order number. Additionally, a confirmation email will be dispatched to the provided email address. Should you not receive it, we recommend checking your spam folder. For any discrepancies or if the confirmation email is not received, our Customer Care Team is readily available at 1300 731 680 or <a target="_blank" data-stringify-link="mailto:help@houseofkirri.com" data-sk="tooltip_parent" href="mailto:help@houseofkirri.com" rel="noopener noreferrer" style=" text-decoration: none;" id="isPasted">help@houseofkirri.com</a> during business hours from Monday to Friday.</span></p><p><br></p>

How do I know you've received my order?

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">We delight in offering free shipping on orders that exceed a certain threshold within Australia. Shipping rates are displayed during the checkout process. For international shipping inquiries, please contact our Customer Care Team at 1300 731 680 or <a target="_blank" data-stringify-link="mailto:help@houseofkirri.com" data-sk="tooltip_parent" href="mailto:help@houseofkirri.com" rel="noopener noreferrer" style=" text-decoration: none;" id="isPasted">help@houseofkirri.com</a>. Our team is available to assist you from Monday to Friday, 9 am to 5 pm AEST.</span></p><p><br></p>

How much is shipping?

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">Orders are meticulously shipped on Mondays, Wednesdays, and Fridays, ensuring all products are dispatched promptly. Our dedicated manufacturing days are Tuesdays and Thursdays, enabling us to maintain optimal stock levels and manage shipments efficiently.</span></p>

What days do you ship orders?

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">Delivery timeframes are provided as estimates only. Depending on your locale, standard delivery is expected within 2-7 business days, with extended times for regional and more remote locations. For any queries regarding delivery times or specifics about your order, please contact our dedicated Customer Care Team at 1300 731 680 or via email at <a target="_blank" data-stringify-link="mailto:help@houseofkirri.com" data-sk="tooltip_parent" href="mailto:help@houseofkirri.com" rel="noopener noreferrer" style=" text-decoration: none;" id="isPasted">help@houseofkirri.com</a>, available Monday through Friday from 9am to 5pm AEST.</span></p><p><br></p>

How long does standard delivery take?

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">Freight protection provides additional assurance by covering any potential damages or losses incurred during transit. If an issue arises, we are committed to offering a replacement or a complete refund, ensuring your utmost satisfaction and confidence in your purchase. You can easily select this option at checkout.</span></p>

What is freight protection?

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">For international orders, customs duties may apply based on your country&apos;s regulations. These additional charges are the responsibility of the recipient. We recommend consulting your local customs authorities for detailed assessments related to customs duties. Please note, Kirri does not cover customs tax.</span></p>

Do I have to pay customs tax if I'm not in Australia?

Once a parcel is marked as “delivered” by Australia Post, responsibility transfers to the customer. As we are not insured for loss or theft after delivery, please: • Lodge a missing parcel enquiry via the AusPost app or website • Include your trackin

<p dir="ltr" id="isPasted"><span style="text-decoration:none;">Once a parcel is marked as &#x201C;delivered&#x201D; by Australia Post, responsibility transfers to the customer.</span></p><p dir="ltr"><span style="text-decoration:none;">As we are not insured for loss or theft after delivery, please:</span><span style="text-decoration:none;"><br></span><span style="text-decoration:none;">&#xA0;&#x2022; Lodge a missing parcel enquiry via the AusPost app or website</span><span style="text-decoration:none;"><br></span><span style="text-decoration:none;">&#xA0;&#x2022; Include your tracking number and relevant details</span><span style="text-decoration:none;"><br></span><span style="text-decoration:none;">&#xA0;&#x2022; Mention if you were away from home during the attempted delivery</span></p><p dir="ltr"><span style="text-decoration:none;">We&#x2019;re happy to assist with supporting documents for the claim, but resolution must be managed directly with the courier.</span></p><p dir="ltr"><span style="text-decoration:none;">To prevent issues in future, we recommend using the AusPost app to:</span><span style="text-decoration:none;"><br></span><span style="text-decoration:none;">&#xA0;&#x2022; Request a signature on delivery</span><span style="text-decoration:none;"><br></span><span style="text-decoration:none;">&#xA0;&#x2022; Avoid safe drop</span><span style="text-decoration:none;"><br></span><span style="text-decoration:none;">&#xA0;&#x2022; Redirect deliveries to a secure Post Office or Parcel Locker</span></p>

What happens if my parcel is stolen or goes missing after delivery?

Once your order has been dispatched, you will receive an email with your tracking number. You can track your order by visiting our website and entering your order number and registered email address. Alternatively, you can click here to check the sta

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">Once your order has been dispatched, you will receive an email with your tracking number. You can track your order by visiting our website and entering your order number and registered email address. Alternatively, you can click here to check the status of your order directly.</span></p>

Where is my order? How can I track my parcel?

Yes, we deliver to PO boxes. However, as we work with multiple couriers, some do not service PO boxes. To ensure successful delivery, we recommend requesting Australia Post as your courier in your order notes. Alternatively, you may email your order

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">Yes, we deliver to PO boxes. However, as we work with multiple couriers, some do not service PO boxes. To ensure successful delivery, we recommend requesting Australia Post as your courier in your order notes. Alternatively, you may email your order number to our Customer Care Team at <a target="_blank" data-stringify-link="mailto:help@houseofkirri.com" data-sk="tooltip_parent" href="mailto:help@houseofkirri.com" rel="noopener noreferrer" style=" text-decoration: none;" id="isPasted">help@houseofkirri.com</a> for assistance.</span></p>

Do you deliver to PO boxes?

The initial shipping charge covers the cost of delivering your first subscription order. From your next subscription cycle onwards, shipping will be free if your order meets the minimum threshold, ensuring a seamless and cost-efficient experience for

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">The initial shipping charge covers the cost of delivering your first subscription order. From your next subscription cycle onwards, shipping will be free if your order meets the minimum threshold, ensuring a seamless and cost-efficient experience for our loyal customers.</span></p>

Why am I being charged shipping on my subscription?

We will graciously hold your order for up to 7 days, providing you with flexibility to collect your purchase at your convenience.

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">We will graciously hold your order for up to 7 days, providing you with flexibility to collect your purchase at your convenience.</span></p>

What if I can’t come to the store the day my order is ready?

Please file an inquiry with AusPost regarding your parcel. Once you receive confirmation that the parcel has been lost, kindly forward that confirmation to our help desk, and we will arrange for a replacement order to be dispatched.

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">Please file an inquiry with AusPost regarding your parcel. Once you receive confirmation that the parcel has been lost, kindly forward that confirmation to our help desk, and we will arrange for a replacement order to be dispatched.</span></p>

What happens if my order is lost or missing?

Unless you have requested a signature upon delivery, your parcel will be left in a safe location at the delivery site.

<p><style type="text/css" id="isPasted"></style><style type="text/css"></style><span data-sheets-root="1">Unless you have requested a signature upon delivery, your parcel will be left in a safe location at the delivery site.</span></p>

What happens if I’m not home during the delivery?

We offer a seamless shipping experience designed to match the quality of our products and the pace of your life. Complimentary on orders over $75 (Australia-wide). Flat-rate fee applies for orders below the threshold. Delivered via Australia Post or

<h2 data-start="117" data-end="140" id="isPasted">Shipping Information</h2><p data-start="142" data-end="254">We offer a seamless shipping experience designed to match the quality of our products and the pace of your life.</p><h3 data-start="256" data-end="277" id="standard-shipping">Standard Shipping</h3><ul data-start="278" data-end="528"><li data-start="278" data-end="335"><p data-start="280" data-end="335"><strong data-start="280" data-end="297">Complimentary</strong> on orders over $75 (Australia-wide)</p></li><li data-start="336" data-end="392"><p data-start="338" data-end="392">Flat-rate fee applies for orders below the threshold</p></li><li data-start="393" data-end="455"><p data-start="395" data-end="455">Delivered via Australia Post or equivalent premium carrier</p></li><li data-start="456" data-end="528"><p data-start="458" data-end="528">Delivery time: typically <strong data-start="483" data-end="504">2&#x2013;7 business days</strong> depending on location</p></li></ul><blockquote data-start="530" data-end="627"><p data-start="532" data-end="627"><em data-start="532" data-end="627">Note: Free shipping threshold may change &#x2014; always check your cart for the latest eligibility.</em></p></blockquote><h3 data-start="629" data-end="649" id="express-shipping">Express Shipping</h3><ul data-start="650" data-end="818"><li data-start="650" data-end="695"><p data-start="652" data-end="695">Available at checkout for faster delivery</p></li><li data-start="696" data-end="762"><p data-start="698" data-end="762">Costs calculated based on your delivery address and order size</p></li><li data-start="763" data-end="818"><p data-start="765" data-end="818">Most metro orders arrive within <strong data-start="797" data-end="818">1&#x2013;3 business days</strong></p></li></ul><h3 data-start="1128" data-end="1151" id="tracking-your-order">Tracking Your Order</h3><p data-start="1152" data-end="1317">Once your order is dispatched, you&#x2019;ll receive an email with tracking details. If you haven&#x2019;t received a tracking link within 3 business days, feel free to reach out.</p><h3 data-start="1319" data-end="1337" id="delivery-notes">Delivery Notes</h3><ul data-start="1338" data-end="1564"><li data-start="1338" data-end="1391"><p data-start="1340" data-end="1391">Please ensure your address is correct at checkout</p></li><li data-start="1392" data-end="1470"><p data-start="1394" data-end="1470">Authority to Leave (ATL) may be granted at your discretion during checkout</p></li><li data-start="1471" data-end="1564"><p data-start="1473" data-end="1564">Kirri is not responsible for lost or stolen parcels once marked as delivered by the carrier</p></li></ul><hr data-start="1566" data-end="1569"><h3 data-start="1571" data-end="1600" id="for-returns--exchanges">For Returns &amp; Exchanges</h3><p data-start="1601" data-end="1793">We accept returns within 30 days on unused, unopened products in original condition. Please refer to our full <a href="https://kirri.gorgias.help/en-US/what-is-your-returns-policy-1276945">Returns Policy</a> for more information.</p>

Shipping and Returns

Kirri

All about delivery timelines, lost or missing parcels, click‑&‑collect options, PO‑box policies, and international shipping.

Shipping & Click & Collect

Do I need an account with Kirri to place an order?

What currency is your website listed in?

What payment methods are accepted?

How will I know if you got my order?

I haven't received a confirmation email

I need an invoice for my order

Can my order be gift wrapped?

I have been charged incorrectly

I want to cancel my order

A product I want is out of stock

Will my order come with an invoice?

What should I do if my order is damaged in transit?

What do I do if something is wrong with my order?

What is Afterpay?

Is there a maximum order value for using Afterpay?

When is my first installment due?

When will my order be shipped if I pay with Afterpay?

Will I receive samples with my order?

How do I track my order?

Can I order diffusers to the United States?

When is my first Afterpay installment due?

Incorrect Pricing and Order Refund/Cancellation

Orders & Payments

I've received my order but there is an issue

I have ordered the wrong product

What is your returns policy?

I want to return my order

How can I return my order?

What items are returnable?

What items are non-refundable?

What are the refund options?

How do I ship back the items?

How soon will I get my refund?

What is the difference between a return and warranty claim?

Can I exchange my item?

What is your warranty policy?

What items are under warranty?

What is your return policy?

Can I return a gift I received?

Can I exchange a product I’ve used once?

Are delivery and return shipping costs refundable?

Can I return an online purchase to a Kirri store?

Returns & Warranty

Do you test on animals?

Are reed diffusers safe to use?

Are fragrance reed diffusers toxic?

Can reed diffusers cause allergies?

Are essential oils toxic?

Is reed diffuser oil toxic?

Are essential oils bad for you?

What is IFRA?

How do I clean a fragrance spill stain?

Can I put the Concrete Candle under an overhead sprinkler?

Does the Concrete Candle produce any heat?

Can I burn the Concrete Candle inside my home?

Is it suitable for kids?

Is cooking on it safe?

Is the Concrete Candle likely to fall and spill?

If the Concrete Candle leaks, what happens?

Can I use bio ethanol or other fuels instead in the Concrete Candle ?

How long can I burn it continuously?

How can I remove the soot off the base?

What happens when there is wind?

If we have cats, is burning the Concrete Candle safe?

I can't undo my oil bottle lid

How do I use my diffuser safely?

Are fragrance diffusers safe?

Product Care & Safety

How do I create, modify, or delete an account with Kirri?

How do I reset my password?

How do I unsubscribe from the newsletter?

How can I subscribe to the service?

Accounts & Subscriptions

What are the suggested settings for the Mains Powered Diffuser?

How much space does the powered diffuser cover?

Which diffuser is best for essential oils?

What should I look for in an aromatherapy diffuser?

What is an aroma diffuser?

Can you mix essential oils in diffuser?

Can you use any oil in a diffuser?

Can I leave my diffuser on all night?

Are aroma diffusers good for you?

Is an Aroma Diffuser a humidifier?

What is an aroma diffuser used for?

Can I use reed diffuser oil in micro diffusers?

How long should I diffuse essential oils?

My Micro diffuser isn't releasing any scent.

What are the advantages of Cold Air Diffusion?

Can you use any essential oil brand in a diffuser?

What are the benefits of essential oil diffusers?

Are SAH Micro oils safe to use in other brands' diffusers?

How many drops of essential oil do you put in a diffuser?

What can you put in a diffuser besides essential oils?

Do oil diffusers make houses smell good?

Do essential oil diffusers leave residue?

Can massage oil be used in a diffuser?

How long do essential oils last in an oil diffuser?

What does a diffuser with oil do?

What is the best oil diffuser?

What Is Cold-Air Scent Diffusion Technology?

Does an oil diffuser work as a humidifier?

Can the Kirri's app be downloaded overseas?

How close do you have to be to the diffuser for Bluetooth to work?

What setting should I have on my Smart Diffuser?

How does my diffuser work?

How do I know which diffuser is right for me?

Why are not all fragrances included in the Smart Diffuser range?

Do I have to use the provided Smart Diffuser adaptor?

Will the Rechargeable Battery Diffuser work while it is charging?

How loud are the diffusers?

Can I access the smart diffuser remotely?

Is the Smart Diffuser quieter than the Micro Diffusers?

Can I use other oils with the Smart Diffuser?

How do I connect the Smart Diffuser?

How do I schedule the Smart Diffuser?

How to I change the diffusion frequency?

How can I control more than one Smart Diffuser?

Can I restore factory settings?

I can't smell my fragrance

The diffusion is weak

The oil is leaking from my Smart Diffuser

My Smart Diffuser is making an abnormal noise

How do I set up the Element Diffuser?

What are the settings on the Element Diffuser?

What maintenance is required with the Element Diffuser?

My Element Diffuser is not turning on

I can't smell my Element Diffuser's fragrance

The oil is leaking from my Element Diffuser

My Element Diffuser is making an abnormal noise

Do I need to use the provided Element Diffuser charging cable?

How do I change the connector?

Is the Smart Diffuser battery powered?

Why is my Smart Diffuser oil bottle not full?

What is Burst mode?

How long does the Rechargeable Battery Diffuser take to charge?

How long does the Element Diffuser take to charge?

Powered Diffusers