Customer care
Frequently Asked Questions
Answers to common questions about ETHARO products, orders, delivery and returns.
Are all ETHARO products the same strength?
No. Perceived strength changes with the scent profile, product format, room size, temperature and ventilation. Begin with a lighter amount and adjust gradually.
Can essential oils be applied directly to skin?
Products sold for aromatic use should not be assumed suitable for direct skin application. Always follow the instructions and safety information on the individual product page and packaging.
How can I adjust a reed diffuser's intensity?
Use fewer reeds for a softer effect and more reeds for stronger diffusion. Turning the reeds can refresh the fragrance, but may also make the liquid evaporate faster.
How long will the fragrance last?
Duration varies with temperature, airflow, room size and how often the product is used. Product-page estimates are guidance rather than a guarantee.
Can I send an order as a gift?
Gift-ready options and included items are shown on each gift-set page. Avoid entering pricing or personal notes in a field unless that option is specifically provided at checkout.
How long will my order take to arrive?
Orders are typically processed within 1–2 business days. Transit time depends on your destination and begins after dispatch. Please see our Shipping & Delivery page for current estimates.
How can I track my order?
Tracking information is provided after your order has been dispatched. Please allow up to 24–72 hours for the first tracking update to appear. You can also visit Track Your Order for the latest shipment status.
Can I change or cancel an order?
Contact us as soon as possible. We will do our best to accommodate changes or cancellations before shipment. Once an order has been dispatched or handed to the carrier, it may no longer be possible to cancel or intercept it. If you no longer wish to keep the order, please receive the parcel and follow our Returns & Refunds process.
Can I return an item if I change my mind?
You may request a return within 14 days of delivery, subject to our return conditions. For change-of-mind returns, return shipping is normally the customer's responsibility. Please contact us before sending anything back so we can provide the designated return address and instructions.
What if my order arrives damaged, leaking or incorrect?
Please contact us as soon as possible with your order number and clear photos of the product, packaging, shipping label and parcel contents where relevant. Do not return or dispose of the item until you receive instructions from ETHARO. After review, we will provide the appropriate replacement, refund or other resolution.