FAQs
Our Products
What type of Reeds do you use in your Diffusers?
We use superior quality thick black fibre reeds in all our Reed Diffusers - that's both the Classic and Luxury Collections. They measure 4mm thick and 20cm in length. Our reeds have the following benefits;
*Thick reeds mean they emit more scent which lasts longer
*Absorbing and dispersing the fragrance is faster
*Fibre reeds do not clog like rattan reeds, which allows a controlled rate of continuous fragrance release
*Once reeds have been submerged in fragrance for 24 hours, they are fully absorbed and will remain wet (if used as directed), therefore no requirement for reeds to be touched or flipped over.
Keep reed diffuser out of sunlight, heat sources and drafts for optimum results
What does ‘designer dupe’ mean?
It means the Luxury range of our scents are inspired by and have similar qualities to a designer fragrance. We aim to match our scents as close as we can, however, please note these scents are in no way affiliated with the designer fragrance and/or company and are never exact, they simply smell similar, as they are our professional interpretation.
Our interpretation of these fragrances was created through chemical analysis and reproduction - this description is to give the customer an idea of scent character, not to mislead, confuse the customer or infringe on the manufacturers/designer’s name and valuable trademark.
What are your fragrances made from?
We hand make our aroma fragrances to order with 100% concentrated fragrance oils for intensity. The fragrance oil is hand mixed with base oil. Fragrance oil quality is important; however, base oil is just as important! This perfect blend ensures the fragrance throws aroma into the air the way intended.
We use a new and exciting environmentally friendly base oil on the market which is soya-based. The benefits of our base oil include;
*Holds low evaporation rate for longevity
*Evaporates fully and does not have the metallic odour associated with other base materials
*Non toxic
*Fragrance enhancing
*Low carbon footprint
*Eco-friendly
We are very proud to be using this new state of the art product and are delighted to offer this to our customers.
Why are your Reed Diffusers not filled completely to the top?
Any quality Reed Diffuser should not be filled to the top, to allow for effective fragrance throw circulation. Therefore, we use slightly larger bottles to allow for this. Measurement of fragrance is not compromised; the contents will be the full advertised amount.
How long do your Reed Diffusers last?
Our Reed Diffusers absorb 100% of the fragrance oil, longevity is completely dependant on usage and environment.
For optimum results: place your diffuser out of sunlight, away from heat sources and out of the path from drafts. A shady, cool and still area is ideal. A windowsill is not recommended.
We have tried and tested all our Reed Diffusers in different locations and environments – the outcome of following optimum results can increase longevity by several weeks, even months!
Why is an item out of stock?
We work super hard to have availability of our products as much as we possibly can for you! However sometimes demand and supply can be compromised for a short period. We restock regularly, so if a product is showing as out of stock, check back regularly for re-stock!
Services
How does glass engraving work?
We offer engraving on a vast range of our products which will be clearly highlighted and offered on each product listing.
Select our glass engraving service if you would like us to make your purchase extra special by personalising the glass with a name, message, or date.
Your purchase will be carefully engraved with the inscription of your choice using the latest diamond cutter technology, to reveal an impressive, personalised touch - perfect for all occasions and keepsakes.
We use a letter style called ‘Vanessa 56’, we chose this style for all our engraving due to it has a fancy flare whilst staying clear to read.
The maximum character limit for engraving on Reed Diffusers is 35 - including all spaces, letters, punctuation, and numbers. Some products, such as our Mirror Crystal Display Plate 20cm – even holds a massive 140-character personalised message. The reason for these limits is due to, we have tested engraving on all our products, and this is the limit in which we are happy that all inscription fits adequately onto the product without compromising on presentation.
Please check each product listing for important guidance on how to submit your engraving wording to us and also view a photo example of engraving.
Watch our Behind the Scenes | Glass Engraving video here
What does gift wrapping include?
Selecting this service provides for the item to be lovingly wrapped in luxury shiny gold gift paper, with a black satin ribbon tie bowed around the present. Perfect for any occasion or gesture when you need the purchase to arrive specially presented. This service is priced per product, if you required more than one product within your cart to be gift wrapped - simply increase the gift wrap quantity on the shopping cart page. If you wish for only certain items to be gift wrapped within your shopping cart, just write us a note to make us aware of which product/s within the special instructions box located at the shopping cart page.
Do you offer a service where a personal gift message can be sent with the item/s?
Yes, simply select 'Gift Message' within the Gift Wrapping Services section, which can be found on each product listing and the shopping cart page. Your personal gift message label will be placed inside the package, whilst tissue paper conceals the contents - for the first thing the recipient sees upon opening.
Do you have to purchase gift wrap and a gift message?
No, each are itemised separately. Therefore, you can choose whether to just send a gift message, send gift wrap only or select both - your in control.
Can I create an account with Berkshire Aroma Gifts?
Absolutely, at the top right of our websites home page you will find the link named 'Account'. You can create one here, additionally you will be prompted upon checking out your order.
Account holders can check out faster by having several details saved for future use, providing a swift and convenient option.
Delivery
When will my order be processed and posted?
All orders will be dispatched for posting within 4 working days, a working day counts for orders placed by 9:30am (Monday - Friday, not including public holidays). Unless our announcement banner states other guidance.
We will process your order as soon as possible, however, this commitment above allows us time to hand make your fragrances fresh to order, safely package your order for posting and take care with your special requests for gift wrapping and glass engraving.
Which postal provider do you use?
We use Royal Mail Signed for, with a signature on delivery for peace of mind.
When will my order be delivered?
Once your order has been dispatched, Royal Mail aim to deliver within 2-3 working days, which even includes Saturdays! (Public holidays & Sundays not included)
Royal Mail provides a very good service and the majority of our parcels do arrive on time, however occasionally during busy periods such as Christmas their service could be delayed by a day or two.
Where do you deliver?
We deliver all over the UK via Royal Mail. We do not currently deliver overseas.
Can my order arrive on a specific day?
We’re not able to take pre-orders for specific days, but if you take a look at our dispatch and delivery timeframe above in conjunction with any announcement banner, this guide will help you!
What if I’m not in when Royal Mail deliver as a signature is required?
Don’t worry! If nobody was in when Royal Mail attempted to deliver to your address, they will leave a red 'something for you' card. The card will explain how you can collect your item (usually your local depot) or how to arrange a re-delivery.
How much does the tracked and signed for delivery cost?
This will be calculated at the checkout for you, a flat rate based on the products dimensions and weight.
Can I collect?
No, sorry! We are primarily an online shop and do not offer this facility.
We may be able to offer a collection or drop off for a large order, please get in touch via sales@BerkshireAromaGifts.co.uk to query this. We have very reasonable flat postage rates for smaller orders.
Your order
Do you include a receipt in the delivered package?
No! Lots of our customers order our products as a gift, therefore, we never include paperwork in the box! We also take care not to print anything unnecessarily. You will receive all paperwork by email.
Do you cater for corporate orders and events?
Yes, we understand our products are sought after for Business use and Events, especially with your Company name engraved to sit in line with your brand strongly or Individual’s name for your celebration. Please contact us to discuss your requirements and we will consider a reasonable collection/delivery method with possible discount dependant on volume.
I entered the wrong delivery address by mistake, can this be changed?
Please take care when entering your delivery details. Unfortunately, if your order does not arrive due to the address you submitted on the order was incorrect, we cannot take responsibility. Any loss caused by incorrect addresses, financial or otherwise, will be your responsibility, unless the negligence was ours. Orders are delivered by Royal Mail and are subject to the terms and conditions of these third parties.
Will my order arrive with any reference to the contents on the outer packaging?
Of course not, we would not ruin a surprise! Our packing will only ever include the delivery address, fragile sticker and our Business name sticker. This will never include a description or hint of packages contents, we promise!
I entered the wrong engraving details?
Please take care when entering your engraving details, as the item will be engraved with your exact wording as requested. If your order arrives with incorrect inscription due to your mistake upon submission, we cannot be held responsible and cannot replace or refund your order.
If the item is engraved by us wrongly, by not engraving as per your orders request - we will of course make it right.
Do you accept returns?
See our Refund Policy, easily accessible on the website homepage.
Certain types of items cannot be returned, like custom products (this includes all our hand created aroma fragrance products as these are specially made to order) and personalised items (such as engraved goods). We also do not accept returns for hazardous materials, flammable liquids, sale items, gifts cards, gift wrapping or gases.
All other items these terms do not relate to, we offer a refund policy of 30 days from purchase date, not including delivery cost reimbursement - if the product reaches us in unused pristine condition for resale in its original packaging and returned to us at the customers expense for postage.
Please get in touch to request this right and we will evaluate your circumstances based on product - If your product qualifies with the Refund Policy, we will provide you with the necessary return details and process your refund upon receipt and following inspection of the returned item.
What if my order arrives damaged or has issues?
We package our items thoroughly, and take great care over accuracy, however, in this unlikely event - please contact us immediately (within 24 hours of your order being delivered) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. After 24 hours this right is lost. See our Refund Policy for full details.
I think my order is lost?
If your order has not arrived - In the first instance, please track your order for an update on your delivery. Also check the Royal Mail website for an update on any current service issues or advice. We cannot be held responsible or advise on a third parties service, therefore we state the terms of which Royal Mail advises on their website;
“If the item hasn’t been delivered by the due date plus 10 working days you may be able to claim for compensation. Please note, early claims cannot be processed.”
Therefore, once this time has passed, although we cannot make the claim for you as this was your purchase, and the funds need to return to you (plus they will ask for evidence such as a bank statement) - please do contact us if we can help with any evidence Royal Mail request such as proof of posting as we will gladly assist you.
