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

Shipping and Click & Collect

Learn about returns, exchanges, damage during transit, warranty claims, cancelations, refunds, and incorrect or missing items.

Returns, Refunds, and Warranty

Welcome to the Kirri Policies section. Here, you’ll find important information regarding our policies on discounts, promotions, returns, and other terms that apply to your purchases and experience with us.

Policies

Need a hand? Tell us a little about what you need and our team will be in touch. We reply Monday to Friday, 9 AM – 5 PM AEST. Choosing the most relevant subject helps us get your request to the right specialist faster.

Kirri

Details on shipping times, click & collect, returns, refunds, and warranty claims. Clear steps for when you’re waiting, changing your mind, or needing a replacement.

Shipping & Returns

How do I place an order with Kirri?

Which payment methods do you accept?

Where’s my order confirmation or tax invoice?

How do I track my order?

Can I change or cancel my order after checkout?

Why was I asked for ID and how is it stored?

An item is missing or my parcel was tampered with—what now?

How do I know you've received my order?

Orders & Payments

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

How do I reset my password?

How does the Kirri Subscription work?

How do I sign up for a subscription?

Can I modify my subscription?

How to update my shipping address or payment details?

How do I know when my next subscription order will arrive?

How do I cancel my subscription?

What happens after my 12-month subscription ends?

Why am I being charged shipping on my subscription?

Accounts & Subscriptions

What products can be custom labelled?

What is the turn around time of the custom labels?

Can I click and collect my custom label order?

Can I customize the packaging?

Private Label & Co-Branding

Are all products a part of the wholesale range?

What oils are in the wholesale range?

What diffusers are in the wholesale range?

What room sprays are in the wholesale range?

What travel sprays are in the wholesale range?

What reed diffusers are in the wholesale range?

What candles are in the wholesale range?

Will the iconic wholesale product range sell out?

Will your wholesale range be expanding?

What diffuser options does Kirri offer for larger spaces?

What is the minimum wholesale order?

What is your wholesale pricing?

Why are your wholesalers more expensive than the online store?

Can I place a bulk order?

Why are your wholesalers not on sale too?

Range & Pricing

How can I get wholesale samples?

Can I click and collect wholesale stock?

My Point of Sale (POS) unit arrived damaged.

My wholesale stock arrived damaged.

I am missing some wholesale stock.

Where do I reorder my wholesale stock?

I want to change my wholesale order.

Orders & Logistics

Where do I sign up for wholesale?

How can I contact Kirri for support or inquiries?

Find a Stockist

Onboarding & Access

Where is the wholesale training video?

What are the benefits of becoming a wholesaler?

Training & Marketing

Wholesale

Do you offer corporate gifting?

Do you offer gift wrapping?

Can I receive fragrance samples before making a purchase?

Why are Kirri Discovery Sample Packs sprays instead of diffuser oils?

Gifting & Samples

What are the different loyalty tiers?

What rewards do I get in the Signature tier?

What rewards do I get In the Platinum tier?

What rewards do I get in the Gold tier?

What rewards do I get in the Exclusive tier?

What rewards do I get in the VIP tier?

When do my rewards expire?

How long do I have to achieve a new loyalty tier?

How do I achieve the Signature tier?

How do I achieve the Platinum tier?

How do I achieve the Gold tier?

How do I achieve the Exclusive tier?

How do I achieve the VIP tier?

Why have I not received my Share on Facebook reward?

Why have I not received my Follow on Instagram reward?

Why have I not received my Like on Facebook reward?

Why have I not received my Signup reward?

I am in the incorrect tier

Why have I not received my birthday reward?

How can I find out about Kirri's sale promotions?

Discounts & Loyalty

Orders & Account

Shipping Costs & Dispatch Schedule

Can I change my delivery address after I have ordered?

Click & Collect - address, timing, and collection rules

PO Boxes & Delivery Restrictions

International shipping and customs duties

Tracking and Delivery Issues

What are the cut-off dates for Christmas?

What is freight protection?

What happens if my order is lost or missing?

I have received my order but there is an issue

Warranty: electric diffusers and items under warranty

Returns and refunds: policy and how to start

Missing or damaged items: what to do next

Kirri Discount Policy & Site-Wide Definition

Shipping and Returns Policy

Privacy Policy

Terms & Conditions

Cookies & Tracking

How do Kirri select ingredients for its products?

How should I store my fragrance oils?

Why are some fragrances stronger than others?

Where are your scents created?

How long do oils last?

My scent sample is too strong

Do essential oils actually do anything?

What does orange oil do in a diffuser?

How long do oils last in the powered diffusers?

My Micro Oil bottles slightly vary in the amount that they are filled.

What is the difference between fragrance oils and essential oils?

Do essential oils really work for anxiety?

Can I order larger quantities of oil?

Do you use Synthetics Perfume?

What are your best selling fragrances?

Do essential oils heal?

What is the difference between oil categories?

What are pheromone perfumes?

How are Kirri's fragrances created?

Where do your oils come from?

What ingredients are in your oils?

Why has my fragrance oil changed colour?

Does your fragrance contain PFAS?

Can I use my own diffuser with Kirri's oils?

Are there phthalates in the fragrance oils?

Why is my oil bottle not full?

What happened to the white and beige labels?

What is the designer range of oils?

Who created the designer range of oils?

What are the key current trends in the area of home fragrances/scents

How important do you think it is to address an open home for inspection with a signature fragrance?

Any tips for finding the home fragrance that's right/perfect for you?

What scent does Ashley Furniture use?

How should I choose between EDP and EDT?

What is Eau de Toilette (EDT)?

What are the key differences between EDP and EDT?

What is the significance of fragrance notes?

Are there other perfume strengths beyond EDP and EDT?

Can I use my own diffuser with Kirrioils?

How important is it to ‘dress’ an open home with a signature fragrance?

Do you use synthetic perfume?

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

How long should I diffuse essential oils?

How long do essential oils last in an oil diffuser?

What are the key advances/innovations in home fragrances?

What are the key current trends in home fragrances?

Any tips for finding the right home fragrance?

What is Eau de Parfum (EDP)?

Why does the designer range cost more?

Why is there a residue in my fragrance bottle, and what can I do about it?

Why isn’t my Macro 30ml oil filled to the top of the bottle?

Which oil fits my diffuser?

Can I add Kirri fragrance to my washing machine?

What are the ingredients in your perfume?

Can I use Kirri fragrance oils in an oil burner?

Fragrance Oils

The scent of my room spray does not last

How many sprays from one bottle?

How long does the room spray last for?

What is a Room Spray?

What is the difference between a room spray and diffuser?

Should I purchase a room spray or diffuser?

How do car air fresheners work?

How can I make my travel spray last longer in my car?

What if my pump or trigger breaks on my travel spray?

How do you clean a travel spray bottle?

Why has my travel spray changed colour?

How to store my travel spray?

Can I spray my travel spray in my car?

Can I spray the travel spray on my skin?

Why can’t I smell my travel spray?

My Room Spray Nozzle Is Dripping Instead of Spraying — What Should I Do?

Fragrance Sprays

Why a soy wax blend?

Do the candles smoke?

Can I burn my candles outdoors?

How long do the candles burn for?

Are the candles lead free?

How do I store my candles?

Are the candle wicks pure cotton and why do they occasionally result in a mushroom effect?