Frequently Asked Questions

We are the world's first reed diffuser subscription brand. We exist to make your home smell amazing 24/7 x 365.

Pick your favourite fragrance and that diffuser is youts for life! Then, instead of throwing it away after it's been beautifully fragrant for three months, you get eco-refills straight to your doorstep. The refills come in any fragrance you fancy, so you can stick to a signature scent, or switch to something more seasonal. Either way, when the refill arrives with the new reeds: boom, you have a whole new diffuser for just £35. 

That's convenient, flexible, sustainable and luxury scent without the markup.

Sample. Diffuse. Refill. Repeat.

Sample. Start by choosing your scent. This is where the scent journey begins. Sign up and sample all our fragrances for free. Or, skip to the good part and order your diffuser immediately.

Diffuse. Order the diffuser. Let the good smells roll. One diffuser, for keeps. Made from 100% recycled plastic and beautifully designed to look stunning in all homes, for life. 

Subscribe for refills. Everlasting fragrance. Letterbox friendly refills arrive every season so your home smells divine 24/7 x 365. You can pick a signature scent or mix and match as you please.

Total Flexibility. At your convenience. Once subscribed you can switch fragrances, reschedule or skip deliveries and cancel anytime (though we recommend 3 month intervals for a reason). Subscribers even get access to extra special scents no one else has sniffed.

Repeat happily ever after.

Your diffuser box is the beginning of a beautiful friendship.

The box contains your diffuser, 10 reeds, a fragrance coaster and 180ml of your chosen fragrance of course, but, our lifer bottle is also designed to be refilled and refilled, with whatever fragrance you fancy on subscription.

You will never need to buy another diffuser again!

Letterbox friendly and easily recyclable, our fragrance pouches are the antidote to industry waste and the solution to repeat buying diffusers.

With your subscription, a new fragrance is scheduled to arrive every 3 months, just in time to refill your empty bottle. No more empties! No more markup paying for a new bottle each time! 

You can swap and change your fragrance choice at any point before your billing date by logging on to: Account - Subscriptions - Edit or directly through the magic link email. 

You can also reschedule your refill or skip a refill if you need to, however we do suggest 3 months as that's around the time your oils and reeds will be due a refresh :)

In addition to 180ml of diffuser fragrance, you also get fresh new reeds as the old reeds will be clogged up. And you get a new fragrance coaster which handily reminds you of the scent profile.

Alternatively, you can buy our refills ad hoc (once they're in stock) and refill at your own pace. Either way, your cutting down on waste :)

Nope! You can buy the Diffuser as a one-off purchase, which is handy if you're giving this as a gift. You can purchase refills ad hoc too (once they're in stock - coming soon).

But, if you subscribe you do save £10 on each refill and the fragrance lands on your door fuss-free every three months.

Stink London Limited Privacy Policy

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from www.stinklondon.com (the “Site”).

PERSONAL INFORMATION WE COLLECT

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”

We collect Device Information using the following technologies:

- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.- “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information including credit card numbers, email address, and phone number. We refer to this information as “Order Information.”

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

HOW DO WE USE YOUR PERSONAL INFORMATION?

We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:Communicate with you;Screen our orders for potential risk or fraud; andWhen in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

SHARING YOUR PERSONAL INFORMATION

We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site--you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by:FACEBOOK - https://www.facebook.com/settings/?tab=adsGOOGLE - https://www.google.com/settings/ads/anonymousBING - https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

DO NOT TRACKPlease note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

YOUR RIGHTSIf you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

DATA RETENTIONWhen you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

CHANGESWe may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.SMS We value your privacy and the information you consent to share in relation to our SMS marketing service. We use this information to send you text notifications (for your order, including abandoned checkout reminders), text marketing offers, and transactional texts, including requests for reviews from us.Our website uses cookies to keep track of items you put into your shopping cart, including when you have abandoned your checkout. This information is used to determine when to send cart reminder messages via SMS.

CONTACT USFor more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us via our contact us page or by mail using the details provided below:

hello@stinklondon.com

Simple! Once the Refill Pack subscriptions are live, you can go there and opt for the subscription Refill Pack and you're sorted. Get in touch with us if you want it to arrive on a specific date: you can contact us at hello@stinklondon.com

Once you have your lifer diffuser bottle our refill service will ensure that it never runs out. No more empties! Refills arrive in eco-pouches through your letterbox just when you need them. That means 24/7 x 365 fragrance, with ease.

When it's time for your next Refill order to be created, the payment will be charged automatically through your chosen payment method. Once the payment has gone through, the package will be dispatched. Once the package is shipped it can take between 2-4 business days (Monday-Friday) before your package arrives. The delivery charge for Refills is £2.99.

Your Refill fragrance choice will be automatically set to repeat with the same fragrance choice. However, you can log into your account at any time (prior to the Refill payment date) and change your upcoming fragrance to a new scent. You can do this at Account - Subscriptions - Edit. This gives you the option to rotate through different fragrances according to the seasons, your mood or new releases. You will receive an email approximately a week before the Refill payment is due to remind you to choose!

You can add new payment methods in your Stink London account under Account - Subscriptions. If you haven't created an account yet, you will should have a magic link email or you can use this link: Stink London - Magic Link Subscriptions.

Your can also change your email address, edit shipping info, change the quantity of the products, skip future orders in the subscription and pause, resume, reschedule a delivery, cancel and reactivate your subscription. 

If you need further assistance, we are happy to help. Please contact us at hello@stinklondon.com with your order number. If you cannot find your order number, please send us your full name, email address, delivery address, phone number, and the scent of your diffuser kit.

Yes, for sure! We know some of you want seaonal fragrances and others crave a signature scent. The choice is yours!

If we dont hear from you, refill orders will automatically be set to repeat the same fragrance each time. However, you can log into your account at any time (prior to the Refill payment date) and change your upcoming fragrance to a new scent. Just go to Account - Subscriptions - Edit - Switch. This gives you the option to rotate through different fragrances according to the seasons, your mood or new releases. 

Occasionally, if we have run out of stock of a fragrance we may switch them on your behalf.

When it's time for your next fragrance refill order, the payment will be charged automatically through your chosen payment method. Once the payment has gone through, the package will be dispatched. It can take a couple of days between the payment and when you receive your package.

You can add new payment methods in your Stink London account under Account - Payment Methods.

Under Account - Subscriptions you can:

• Pause or cancel your subscriptions
• Change delivery dates
• Postpone your next delivery
• Order single products or add them to your subscription
• Skip a delivery
• Update your billing details

Under Account you can:

• Change shipping address for each subscription.

If you haven't created an account yet, you will should have a magic link email or you can use this link: Stink London - Magic Link Subscriptions.

You can cancel your subscription any time! We are built for your convenience. Cancel from your account under Account - Subscriptions - Edit. But hey! Don't forget that you can easily pause or amend your refill date if you prefer. That way, you can always keep the option of refills at a later date :)

If you haven't created an account yet, you will should have a magic link email or you can use this link: Stink London - Magic Link Subscriptions.

This could be because your payment information is no longer valid. Go to Account - Subscriptions - Payment Methods in your account to review your payment information. If your subscription doesn’t change to active, contact us and we’ll help you out! 

Yes! You may need a diffuser in your bedroom, kitchen, living room, bathroom, ballroom and billiard room (you get the picture). If you've ordered them all at once, the refills will arrive together each month. If you have ordered them separately and would like them to arrive all once, you can amend this in your account.

You can also add extra subscriptions and one-off purchases in your account at Manage.

• Here at Stink London we believe that making small changes to our daily choices can make a big difference. Although this big planet needs more assistance than our own individual impacts can offer, together we can all help. Case in point: in the UK we buy an average of 6 candles, per person, each year and whilst 6 may not seem like many individually, it adds up to a giant 350m candles per year. Given that the average candle burns for only 6 hours, the waste from our national candle habit is exhausting: think of the candle casing (often plastic), the packaging and the unused wax, all ending up in landfill, taking up to 1000 years to degrade. Stink London has been born out of a desire to slash that figure and create a more sustainable solution that you will be proud to showcase on your shelves forever.

• STEPS WE’VE TAKEN

We don’t claim to be perfect but we are a small business doing our best to ensure that our eco-credentials stack up. Our slogan is Reduce, Reuse, Recycle.

• REDUCE

One Reed Diffuser to rule them all. In short, you won’t need a shelf full of smellies. Our fragrance oil has been optimised to the max: we’ve selected the most high performing base and used a perfume quality scent ratio, then we’ve paired that with a healthy bunch of sustainably sourced rattan reeds. You will only need one reed diffuser in a room to fill the entire space with irresistible scent for ever more.

• REUSE

Our distinguished, stunning, chic, beautiful, gorgeous, custom-designed Forever Bottle is not to be sniffed at. It is yours, for good. With our unique subscription model, you receive perfectly timed refills each season, aka, just when your last batch empties! We have embraced the #refillrevolution with style and ease. And, of course, your fresh fragrance oil, reeds and coaster is scent to your door (excuse the pun) with low-emission, letterbox friendly packaging too.

• RECYCLE

The driving force of our design has been to create a beautiful diffuser bottle that can be kept and used forever and therefore should not need recycling! Nevertheless, you may notice that each collar is slightly unique and this is because it has been made from 100% recycled plastic bottle waste (closing the loop). Our packaging is fully recyclable and the ingredients in our fragrances are gathered from 100% renewable (and VEGAN) sources. Where plastic has been used in the refill pouches, its advantage in being lightweight, mono-plastic and low-emission has outweighed the disadvantages: but they are easily recyclable too!

• OTHER HIGHLIGHTS

Did we mention that reed diffusers are flame-free?! That means we are safer and less-polluting than incense or candles: no fumes, no fuss, and no risk of a nasty house fire. We are also electricity free! That means we won’t add to your bills like your plug-ins.

Reducing our carbon footprint as much as possible means using existing delivery routes with Royal Mail to deliver our eco-refill pouches.

Next steps: we are working towards using a compostable or zero plastic refill pouch to replace our recyclable pouches.

Welcome to the #refillution! We embrace the refill revolution as it cuts out a whole host of wastage. By refilling a refillable product you are naturally cutting out a large chunk of the carbon footpint, emissions and materials that go into making what would otherwise be multiple single use products. 

In our case as well, the refill pouches are lightweight and minimal packaging, meaning less burden in shipping as well as less impact on resources. 

YES! All our suppliers and manufacturers are sustainably sourced and UK based and each diffuser is hand-poured and packed in Devon! 

Glad you asked because it took us ages! The collar is 100% recycled and 100% recylcable plastic. It looks like marble, but it's far more precious!

Every single lid is unique and they're limited edition! Only 1200 of these exist in the world.

Yes! All our ingredients are fully plant-based. It also happens to be the most optimised for scent dispersion too :)

Someone is about to get lucky! There are always two ways to give a Stink London diffuser. 

Option 1 is simple: send them a diffuser and they will not only get perfect fragrance for approx 3 months (better than flowers huh) but they will also have the diffuser lifer bottle to refill themselves. 

Option 2 is maximum generosity: send them a diffuser and a year-long subscription! You will pay upfront for the diffuser with its first fragrance and the following three refills will arrive on their doorstep every 3 months. 

UK Shipping

We currently offer our Standard Shipping option.

Standard shipping: we aim to despatch within 2 working days.

During busier periods it may take longer, up to 5 days to despatch. 

Refills and Diffuser items are sent via Tracked 48 Royal Mail services to utilise existing postal networks to recude the carbon footprint.

The standard shipping fee is £2.99 for refills and £3.99 for diffusers.

Samples are sent out by Royal Mail utilising existing postal networks to recude the carbon footprint.

The standard shipping fee for samples is currently atthe discounted rate of £0.50.

Express shipping: items will be delivered the next working day (i.e orders placed on a Friday will be delivered Monday) for orders placed by 1pm.

Items are delivered using DPD "next day" carbon neutral service but sometimes it takes 2 working days from dispatch. We appreciate your patience with our couriers!

The Express shipping postal fee is £3.99. Orders over £80 will be free.

You will be notified of all your tracking info so you have access to this.

Deliveries may take 2-3 working days to these locations: Northern Ireland, Isle of Wight, Scottish Highlands & Islands.

Channel Islands & Isle of Man (currently not shipping):

- Postal fee is £9.95

International Shipping (Currently not shipping internationally)

EEA Shipping: items will be delivered between 3-17 business days.

Postage and packaging fee is £20.

SMS 

By consenting to Stink London’s SMS marketing in the checkout and initialising a purchase or subscribing via our subscription tools, you agree to receive recurring text notifications (for your order, including abandoned checkout reminders), text marketing offers, and transactional texts, including requests for reviews from us, even if your mobile number is registered on any state or federal do-not-call list. Message frequency varies. Consent is not a condition of purchase.

If you wish to unsubscribe from receiving text marketing messages and notifications, reply with STOP to any mobile message sent from us or use the unsubscribe link we provided you within any of our messages. You understand and agree that alternative methods of opting out, such as using alternative words or requests, will not be considered a reasonable means of opting out. We do not charge for the service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message and data rates may apply.

For any questions, please text HELP to the number you received the messages from. You can also contact us here. for more information. 

We have the right to modify any telephone number or short code we use to operate the service at any time. You will be notified on such occasions. You agree that any messages you send to a telephone number or short code we have changed, including any STOP or HELP requests, may not be received, and we will not be liable for honoring requests made in such messages.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

Your right to privacy is important to us. You can see our Privacy Policy here to determine how we collect and use your personal information.

Refund policy

Returns

Your satisfaction is very important to us. If you have any questions or spot an issue with your product, please do not hesitate to contact us and we will do our best to help.

We will accept the return of an unused, unopened product within 14 days of purchase. Please see terms & conditions for more details.

Once we receive the returned item, we will process a full refund (excluding shipping). Please allow 1-2 weeks for your refund to be processed.

Please provide receipt of purchase.

Returned items must be delivered to us unused, and in their original packaging and condition. If not, they may not be eligible for refund.

Sale (excluding launch day) and seconds items are not eligible for refunds.​

Reed diffusers are the hands down supreme queens of home fragrance and we are prepared to tell you why:

1. Reed Diffusers have the greatest variety of scent. 

2. Reed Diffusers have the best throw (fragrance dispersion) of any home fragrance. 

3. Reed Diffusers work 24/7.

4. You can refill your reed diffuser.

5. They are truly sustainable.

You can read more about this topic on our blog: 5 facts that prove reed diffusers are the best for home fragrance

We are biased though...

All you need to do is rinse your empty diffuser and carefully pour your refill pouch in at the top. Then insert the fresh reeds and you're off.

The refill pouches have been specifically made out of a lightweight, mono-plastic which can be easily recycled anywhere that recycles LDPE.

Flipping the reeds is a good habit. Depending on your space, we recommend flipping them every few days to keep the fragrance circulating to its optimum abilities.

Well hello! If you would like to feature any of our products please contact us at: hello@stinklondon.com