Where's my order?

Within 5 business days. Since we went viral, our inbox is much busier than usual, and our whole team is working through it. One message is enough: please don't send it again or write from another address, it won't speed things up. Add your order number so we can sort it out in one reply.

Every order is prepared in our warehouse, then shipped. The day it leaves, you get an email with your tracking number. If your order hasn't shipped yet, it's confirmed and in the queue. You don't need to do anything.

Demand has been much higher than we planned, so some orders are taking a few extra days to leave our warehouse. Orders ship in the order they were placed, and yours is confirmed and paid. The day it ships, you'll get an email with your tracking number. You can also check its status at the top of this page anytime.

Message us as soon as possible with your order number. If it hasn't shipped yet, we'll do our best to change or cancel it for you. Once it has shipped, it can't be stopped, but message us anyway and we'll find a solution together.

Shipping depends on your country and is shown in your cart and at checkout before you pay. Free shipping is available in many countries above a certain amount or number of jars. If it applies to you, you'll see it in your cart.

Full details: Shipping policy.

We ship to most countries. Enter your address at checkout: if we deliver there, you'll see the shipping price right away.

Yes, as long as it hasn't shipped. Send us a message with your order number and the change, and we'll confirm by email once it's done.

In the shipping email we send the day your order leaves. Check your spam or promotions folder too. You can also track with just your order number and email at the top of this page.

Usually not. Tracking can stay quiet for a few days while your package travels between hubs, especially across borders. If nothing has changed for more than 3 days, message us and we'll check it personally.

Check around your door, mailbox, reception desk or with neighbors, as carriers sometimes leave parcels nearby. Still nothing after 24 hours? Tell us and we'll sort it out with you.

All major credit and debit cards, PayPal, Shop Pay, Apple Pay and Google Pay. The options you see at checkout depend on your country and device. We don't offer cash on delivery.

Double-check your card details and billing address, or try another method like PayPal. Some banks block international online payments: a quick call to your bank usually fixes it. Still stuck? Message us.

Your first order is covered by our 90-day satisfaction guarantee. If it's not right for you, contact us within 90 days of delivery with your order number and we'll find the right solution with you. One guarantee per household, on your first order. Conditions apply.

Details: Return & refund policy.

We'll swap it for another scent, free, within 90 days of delivery. One exchange per order. Ask for your swap here.

Sorry about that! Send us your order number and a photo within 14 days of delivery and we'll replace it or refund it. Report it here.

We send the refund to your original payment method as soon as it's approved. Your bank then usually takes a few business days to show it on your statement.

The subscription option is selected by default on our product pages, and it's shown again at checkout. With it, you pay for your first order today, then a refill ships and is charged automatically every month, at the subscription price, until you cancel. There's no minimum: you can cancel anytime, even right after your first order. You get an email for every refill charge.

Details: Subscription policy.

Roughly 4 to 6 weeks with daily use. If you use it every day, a monthly refill is about right. Using it a few times a week? Ask us to space out your refills.

Click "Account & subscriptions" in the menu and enter the email you used for your order. There's no password: we send you a one-time code by email. Can't find it? Check your spam or promotions folder. If you used a different or misspelled email at checkout, message us and we'll sort it out.

Yes, anytime, with no minimum. Send us one message from the email you used for your order, with your order number, and we'll confirm the cancellation in writing. What counts is the day you write to us, not the day we reply: if your message reaches us at least 48 hours before your next billing date, you won't be charged again.

Cancel my subscription

Yes. If you'd rather not cancel, we can pause your subscription or space out your refills. Message us with your order number and tell us what works for you.

If you wrote to us to cancel before that charge, it's on us. Message us with your order number: if that refill hasn't shipped yet, we'll stop it and refund you. If your message reached us after the charge, that refill still ships to you, and nothing more is charged after it.

Yes. Cancelling only stops future refills. The order you already paid for still ships as usual.

Of course. Send us your order number and we'll cancel the subscription. The gift order still ships normally.

It's probably a monthly refill from a subscription selected at checkout. Message us first: we answer every message and we'll fix it fast, including a refund if the charge shouldn't have happened.