I have received my order but there is an issueUpdated an hour ago

We are sorry to hear something is not as expected. This page will help you work out the fastest way to get it resolved.

Please choose the situation that best describes what has happened.

1. I have changed my mind or ordered the wrong product

If you ordered the wrong item, do not love the scent, or simply changed your mind, this is usually handled as a return or exchange.

See: Returns and refunds: policy and how to start

You will find information on:

• Which items are returnable

• Time frame for returns

• How to request a return

• Refund and exchange options

2. Something is missing or damaged in the parcel

If an item is missing, broken, leaking, or the packaging looks tampered with, we treat this as a missing or damaged items issue.

See: Missing or damaged items: what to do next

You will find:

• What photos and information we need

• How our warehouse footage is used to verify packing

• How we resolve genuine packing or transit issues

3. My electric diffuser is not working properly

If your electric diffuser is not turning on, not diffusing, or behaving unusually, this may be solved with troubleshooting or may be eligible for a warranty claim.

Start with the troubleshooting article:

• My Kirri diffuser is not working properly, what should I do

If the diffuser still does not work after those steps, see:

• Warranty: electric diffusers and items under warranty

4. I am still not sure which option applies

If your situation does not clearly fit one of the above, contact us and we will guide you.

• Email: [email protected]

• Include: order number, photos if relevant, and a short description of the issue

We will advise whether it should be treated as a return, a missing or damaged claim, or a warranty claim.