In our FAQ pages you will find answers to the most common questions to our customer service.

I cannot smell the scent of the Home Reed Diffuser after a while. Why?

If you spend some hours in the same room and feel that you cannot smell the scent in the air any longer, it can mean that your nose has got used to the fragrance to the point that it cannot catch it. It is a natural response of our body when we stay in the same room for a long period.

In this case, we recommend you using more than one fragrance (minimum two), in order to alternate the aroma in the rooms. If you have any further doubts, we invite you to read the guide on how to use Home Reed Diffusers.

In most cases, I had to flip the reed sticks of other Home Reed Diffusers that I used to buy more than once a week, if not every day. Why is it enough to flip your product only once a week?

Unlike other brands, the unique fragrance composition of Officina delle Essenze contains a higher alcohol content that naturally makes essential oils evaporate by themselves with no need to flip the Rattan sticks. It is a great advantage since flipping the sticks is one of the main reasons of fragrance consumption

I’ve been using my Reed Diffuser for a few weeks and the fragrance seems to run out quite fast. Why?

As you have already noticed the Home Reed Diffuser of Officina delle Essenze is distinguished by a taller and narrower part of the bottle. In fact, being smaller, compared to the rest of the bottle, the perfume in this part of the bottle seems to run out faster. In reality, it is just an impression! Once the fragrance reaches the widest part of the bottle, you will see that the level will go down slower.

This phenomenon is also due to the immersion of still dry Rattan sticks in liquid that seem to use it up faster, absorbing the essence for the first time. A few days after this phase, you will already notice the adjustment.

The colour in the Home Reed Diffuser has slightly changed. Why?

The fragrances of Officina delle Essenze consist of natural, colour free essential oils, and can change shades according to the light that they are exposed to. They can also have a slight sediment in the bottom of the bottle. These changes do not affect in any way the quality and the efficiency of the product; on the contrary, they testify how unique and precious the used raw materials are.

If I take away some sticks from the Home Reed Diffuser, will the essence run out slower?

When you remove the sticks from the mouth of the bottle’s neck, “exposing” the fragrance in the air, you achieve the exact opposite result that is to say a greater consumption of the perfume. For this reason, the number of sticks that come with every single diffuser is proportional to the size of the bottle’s mouth.

Can I apply a Room Spray on fabrics? For example, on curtains, sofas, moquettes, etc.?

The essences of Room Sprays are remarkable for their high percentage of essential oils. It makes them perfect for an instant use as they fill up the air with aroma right away.

At the same time, due to the high presence of oils, they can stain if sprayed directly on fabrics or furniture (in case of curtains and sofas). That is the reason why we recommend you using them differently! Just spray your Room Spray in the air to address the problem, leaving the fragrance settle gradually on the surface.

However, this is not the only reason why we do not recommend you spraying them on fabrics. In fact, the warp and weft hold the fragrance instead of spreading it in the air, making your gesture and expenses useless!

Are your fragrances cruelty-free?

Yes, they are. Our production is entirely cruelty-free. In fact, none of our raw materials are tested on animals or come from animal origins and never will.

Is the product packaging recyclable?

Yes, almost all of our production is fully recyclable. The recyclability rate of every product is specified on each product page, and is calculated using weight as a reference parameter.

How are reviews collected?

Seven days after online purchase, we send a reminder via e-mail asking to evaluate the fragrances by inviting our customers to tell as much as possible about their experience. Regardless of the evaluation, we provide a promo code valid only after leaving at least one review on the last purchase. The code comes with a small gift in case of a new order during the current year. Prior to moderation all received reviews, both positive and negative, are published with no exceptions within a few days.

What does moderation of reviews comprise?

Before proceeding with publication, every review stays some hours in the moderation area. During this phase, we make sure that a written comment does not contain prohibited words or spam and is understandable. If the comment has spam links or excessive emoticons, we proceed with a “clean-up”, preserving the content of the text and the original evaluation.

Who can leave a review on our website?

Any individual can post a review on However, only the comments of those who have purchased via our website are marked with a green dot.

How are reviews sorted?

The website uses a special algorithm to give more visibility to the longest, most recent reviews and those from the customers that have purchased the products on our website. The reviews by those who have not purchased via our website or one- or two-word reviews have less priority in the order of visualization.

What does the heart on some users' avatars represent?

The heart signifies the authority of the user who wrote the review and is determined by the number of purchases made on the site over the years and the average length of the published reviews. This way, we give relevance to those who have had the opportunity to try different products and fragrances over time, and therefore we believe they can express a more complete and exhaustive opinion, regardless of the rating.

I tried to pay with a credit card but the payment failed. What do I need to do?

If a payment by a credit card has failed, we recommend you trying a different platform, choosing among Banca Sella, Stripe or PayPal. If the payment by your credit card is still unsuccessful, the reason might be in the availability of your credit/ debit card or the platform of the mentioned card fails to authorize the payment procedure (e.g. the security code is not set, online payment is disabled).

What do I need to pay attention to when the courier delivers my order?

During delivery, the Customer is obliged to control the integrity of packaging (including closing tape). In case of tampering and/or damage the Customer shall immediately contest the delivery and attach in writing ‘Inspection control of goods for…”, stating the reason on the courier delivery note and take photos of the parcel. If the product results damaged, the Customer shall report the damage within 3 days from goods receipt in order to proceed with the replacement by Officina delle Essenze.

What happens if my order returns to Officina delle Essenze?

If the order returns to Officina delle Essenze for any reason related to the Customer’s negligence (e.g. failure to collect), a new shipment will take place only upon an advance payment of a new shipment. The sum will be added to the storage expenses of the courier (fifteen euros a day).



If you haven’t found the appropriate answer in the FAQ pages, please write to us through this form or contact us on Facebook. We will answer right away!