We’d love to hear from you
Customers are vital to us at Snug Scent, and they remain at the heart of what we do and what we create. That is why we would love to hear your feedback on our products and services. Your insights will help us develop and grow. It is inspiring for us to establish new connections with new people. Also, we welcome wholesale and corporate enquiries.
We are looking forward to hearing from you, please contact us here, and we will get back to you as soon as possible.
The questions we’re asked most
You might find your answer here faster than we can reply.
Where is my order?
We dispatch orders on Mondays, Wednesdays and Fridays, within 2 business days of you placing them. Orders placed after 15:00 on a dispatch day go out on the next one. In the UK they travel by Royal Mail Tracked 48 (2–3 days) or Tracked 24 (1–2 days).
A parcel counts as lost if it hasn’t arrived within two weeks of dispatch. If its tracking hasn’t changed for more than 10 business days, we’ll replace the contents or refund you in full. If tracking shows it as delivered but it never reached you, contact us as soon as possible. The full details are in our Delivery Policy.
Can I cancel my order?
Yes, free of charge, within 1 hour of placing it. Choose “Cancellations (prior dispatch)” in the form above and include your order number. Once an order has been shipped it can’t be cancelled, but you can return it for a refund — see our Return Policy.
How do I return an item?
Within 14 days of receiving your order, choose “Damages/Returns” in the form above. Unused items in their original packaging can be returned free of charge, with one free return per order. Our Return Policy explains what counts as unused and which items can’t be returned.
Do you offer wholesale or corporate gifting?
We do, and we’d love to hear from you. Choose “Wholesale” in the form above, or read more on our Wholesale Opportunities and Corporate Gifting pages.
Is a product safe around my pets?
Some essential oils aren’t suitable for cats, dogs or birds. Tell us which animals share your home and which product you’re considering, and we’ll give you a straight answer — including when the answer is that we’d rather you didn’t.
