We are available on business days during regular work hours on the following email address: 

support@smellacloud.com 

We strive to respond to your email within 24 hours.

You can also use the other options to contact us, as mentioned above.

Please send any returns to:

Bezos c/o (SMELLACLOUD)

Omni Channel Fulfilment Ltd 

B1 Howard Tenens Europa Bus.Pk 

Stratton St Margaret 

Swindon 

SN3 4ND 

United Kingdom

This is not a visiting address. It’s not possible to pick up orders from here. 

Please note: before returning anything, read our return instructions below, under 'Stock and Returns'.

Company:

Smellacloud LTD 

UK office:

86-90 Paul Street

London

EC2A 4NE

United Kingdom

Please note: This is not a visiting address. It’s not possible to pick up orders from here.

NL office:

Olympisch Stadion 24-28

1076 DE

Amsterdam

Netherlands

Please note: This is not a visiting address. It’s not possible to pick up orders from here.

Email address: 

support@smellacloud.com  

Registration number NL: 

83582037

Registration number UK: 

12358658 

VAT number UK: 

GB340657310

VAT number BE:

BE 0769.910.873

Placing a Smellacloud order can be done by following a few easy steps: 

1. Click on the products you wish to order and hit the ‘Add to cart’ button. Then click on ‘Checkout’, or choose ‘View Cart’ if you wish to view all the products you've added. 

2. You can login as an existing customer if you’ve ordered from us before. If you are new, please fill in your contact details and shipping information. Click ‘Continue to shipping’ if you’re done.

IMPORTANT: Don’t forget to fill in your house number and double check if your email address is correct. 

3. Choose a shipping method and a method of payment. Click ‘Pay now’. 

4. Double check the order one last time, at this point you still have the possibility to change your order or your information. Is everything correct and do you agree to our terms and conditions? Finalize the order by pressing ‘Place order’. 

5. If you chose to pay using an online payment method, this is the moment you’ll be asked to make the payment. You will receive an order confirmation shortly. 

Pricing & currency conversion: 

For international orders, the bank that has issued your credit/debit card determines the exact exchange rate that you will be charged. The amount taken from the original funding source is returned in full when refunded by the seller. Please note we cannot be held responsible for any discrepancies caused by exchange rate fluctuations. In order to determine an estimated exchange rate for your currency, we recommend using this online currency converter. 

Payment options:

We accept all major credit cards (Visa, MasterCard, American Express) as well as PayPal, Apple pay, Sofort banking en Bancontact payments. 

Payment safety: 

No card information is ever saved at Smellacloud and it remains the private property of the card holder at all times before, during, and after the product purchase. All transactions are processed through secure forms of payment which are used by millions of people daily and are heavily encrypted third party-payment processors. 

We take many active steps to ensure the absolute safety of your credit card and personal information. In addition to processing all credit card sales via a fully secured and reputable third party payment processor, your checkout experience is protected by industry standard 128 Bit SSL encryption to protect your private data. 

Smellacloud does NOT keep credit card information on record.

Shipping and verification: 

Please make sure that you enter the correct billing address and contact information as it appears on your bank or credit card statement. Transactions may not go through if the information entered does not match exactly what your bank or credit card provider has on file. Some transactions may also be held for further verification by our customer experience team. 

Make sure to also enter the correct shipping address (street number and name, city, state, and zip code) as we are not liable for packages that are sent to the wrong address when the address information is not entered correctly.

Is the product you are looking for sold out? 

We try our best to restock our products weekly. We will announce restocks of our products on our social media, such as Instagram and Facebook and in our newsletter (subscribe at the bottom of this page).

Did you order something and you wish to exchange it for something else? 

You can exchange by returning your product, which will be refunded, and ordering something else. 

Wish to return a product? 

You can choose to return a Smellacloud diffuser within 30 days of delivery. Please note:: the diffusers need to be unused and complete. Please return them in their original box and packaging. 

Essential oils, Skintox oils and herbal tea can not be returned for hygienic reasons. 

Before returning a diffuser, please email us at support@smellacloud.com. 

Please note that refunds for products returned without contacting us cannot be guaranteed.All customers are responsible for their own return shipping costs. We recommend that you send your return with a tracking option, because Smellacloud will not be responsible for lost returns.Note: Please indicate "RETURN, NO DUTIES" on the package, otherwise the package may be returned back to you.We will provide a refund on unopened and unused products within 30 days of the date that we receive your product.

Example return: 

Bezos c/o (SMELLACLOUD)

Omni Channel Fulfilment Ltd 

B1 Howard Tenens Europa Bus.Pk 

Stratton St Margaret 

Swindon 

SN3 4ND 

United Kingdom

Please include in the box a (handwritten) note that says: 

"I hereby notify Smellacloud that I revoke our agreement regarding the sale of the following goods. 

Received on: 

Order number: 

Method of payment: 

Full name: 

Address : 

Signature: 

Date:"

All Smellacloud products are covered by legal warranty. Legal warranty means the product needs to perform as reasonably expected. We offer a 30 days store warranty. 

All essential oils in our assortiment have been tested and have been proven to work with our diffusers without causing damage. We can not be held responsible for a defect or blockage that has been caused by the use of other types of oils.For instructions, please refer to our frequently asked questions page.

Legal right of withdrawal. You have the right to revoke our agreement regarding the sale of your diffusers within 30 days. 

Within those days you can look at the product and decide whether you like it or not, just as you would in a physical store. You are allowed to unbox the product to have a look at it. 

If you have done more than that, we can charge you for it.

The right of withdrawal ends 30 days after the day of delivery. If your order was split into multiple deliveries, the right of withdrawal will end 30 days after the arrival of the last part.

We deliver to all EU countries! 

 *All prices on the website include FREE standard shipping on UK orders over £30.

Your Smellacloud products are shipped from our warehouse located in the United Kingdom.It can take up to 2 business days to process your order, regardless of the shipping option selected at checkout. We cannot guarantee Saturday delivery, even if your shipping is upgraded to express. Please allow up to 48 hours to receive this shipping confirmation email. 

Kindly note that if inaccurate or incomplete addresses are provided, or if there are unverified details with your order, it may delay processing by an additional 1-2 business days. We encourage all customers to thoroughly review their shipping and billing information prior to checking out to ensure any possible delays are avoided. Your package may or may not require a signature. 

Most packages are delivered to the front door of the address provided. If they deem it unsafe, they will hold the package at a local post office or re-schedule another delivery. Our best recommendation is to input a shipping address where you know you or someone else will be available to accept the package (for example a work address or a friend's address).

Tracking Your Order 

You will receive a confirmation e-mail once your order has been processed to the e-mail address provided at the time of checkout, which can take up to 48 hours. You will receive a second e-mail once your order has shipped, which will include your tracking number and a link to follow the journey of your package. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1 - 3 days for the tracking information to show. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.  

Wrong Address Disclaimer 

It is the responsibility of the buyer to make sure that they enter the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of your order. If you decide to cancel your order or change your shipping address, please write to us at support@smellacloud.com as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so. 

If it's too late for our team to cancel your order, you can return your order to us once you've received it. The only thing we can do is wait to see if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address or provide you with a full refund. 

Extra Shipping Charges

If you upgraded your shipping and the package was returned to us due to an incorrect address and if you would like a refund, you will not be reimbursed for the upgraded shipping fees.

Returns 

By placing an order at Smellacloud, you are responsible for the cost of return shipping back to Smellacloud. Please refer to our international returns policy here for further information on how to return your packages.

Delivered but not received 

All of our shipments include tracking with delivery confirmation. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact us at support@smellacloud.com in order to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address. If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.