Covid-19 FAQ

We're still open, and delivering. All precautions are being taken to keep our community safe.
Elizabeth Drew
We're still open, and delivering.
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Hi, Liz from Osmology here.

As we navigate this uncertain time, I wanted you to know I’m doing all I can to keep our customers safe. The Osmology online store is open, and I’m working hard to ensure deliveries continue as usual.


I’ve put new measures in place to keep everyone safe, including heightened hygiene processes and social distancing. Our delivery partners have also introduced no-contact delivery options.


Osmology is a small business. Probably smaller than you might have realised. The vast majority of the time, everything from packing orders to answering customer service queries is done by myself. This means I can easily run the business and warehouse on my own, and shall continue to do so for as long as I can do so safely.


I feel a huge responsibility to the small businesses and brands who supply our amazing selection of candles and home fragrance products. The more I manage to sell and successfully deliver, the more people stay in work – it’s as simple as that.


Scented candles won’t save the world, but for many people now forced to work from home, small treats like a nice new fragrance will help keep a vibe of positivity during these uncertain times. I want to make sure your shopping experience at Osmology is as stress-free as possible. As always, if you need help with anything on the site you can email me at [email protected].


Thank you all for your amazing support, every order means the world right now!


Stay well, Liz

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£2.99 – Orders under £50
Free   – Orders over £50

Our standard delivery service takes between 3 to 5 working days. You will receive tracking details as soon as your order has been dispatched from our warehouse.


£7.99 – Orders under £100
Free   – Orders over £100

Our express delivery service takes between 1 to 2 full working days. You will receive tracking details as soon as your order has been dispatched from our warehouse.

We use a variety of couriers, choosing the one we hope will be best suited to delivering your order in a timely, safe manner. We aim to dispatch all express orders within 24hours, and will let you know as soon as possible if any issues or delays arise.

Where possible, we will endeavour to send all the items in your order together, however any items out of stock will be sent as soon as possible. Please note – you will only be charged one delivery cost per order. If any part of your order is out of stock, we will notify you and advise of the anticipated delivery date. 

All delivery dates are estimates and we cannot guarantee specific deadlines. Saturdays, Sundays and all Bank Holidays are classed as non-working days.
CHAT - Just press the purple question  mark in the bottom right-hand corner of this screen to send us a quick message.

EMAIL - You can email us at [email protected]

PHONE - 0800 910 1198 (Please accept our apologies if we don't reach the phone in time, our team might be busy helping instore customers. We will get back to you as soon as possible.)

We want you to be delighted with your purchase from Osmology. But if you’re not, you can easily return your purchase within 30 days of receipt as long as it is unused (not lit!) and in its original packaging.

We will be happy to exchange the item for a replacement or refund via the original payment method. Unfortunately we are unable to refund any shipping costs but we will send any new exchange items free of postage charges.

Please email [email protected] so that we know to expect your return and can give you the correct return address details.

Parcels are returned at your own cost, and we recommend that you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.

Please also make sure your items are securely wrapped so that they are returned to us without damage.

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