FAQs

We have created these help pages for your reference and to help you with any questions you may have about our web site or company. Please ensure you have checked these pages properly before contacting our support team. If the answer to your question is found within these pages it will delay any replies. You might not even get a reply by email if the answer to your question can be found below.

I do not live in the UK, Can I still order from you?
Yes. We have a number of regular customers in the following countries.

Australia, Austria, Belgium, Canada, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Gibraltar, Greece, Ireland, Italy, Japan, Bahrain, Malta, Netherlands, New Zealand, Poland, Portugal, Romania, Spain, Sweden, United States, Estonia, Hong Kong, Hungary, Lithuania, Luxembourg, Malaysia, Maldives, Mauritius, Mexico, Singapore, Slovakia, South Africa, Taiwan, Thailand, Turkey, United Arab Emirates, Yemen,

If your country is not listed please contact us for a quote on shipping. Please note that we use a courier for all overseas orders which means the delivery is not cheap but it the safest and best way to guarantee you will receive your orders.

What method of payment do you accept?
We accept all major credit and debit cards. Sorry, we do not accept American Express. We DO NOT accept paypal.
You can also send us cash, cheque or postal orders to pay for your order.

Is your packaging discreet?
Yes, we use plain jiffy style padded envelopes for all orders. As a requirement from Royal Mail we have to include our return address which will be printed on the top of the package near the post mark.
Nobody can see or tell what the contents inside the envelope are.

How do I pay?
When you place your order on our web site you will be directed to our payment processor sagepay who will process the transaction on there secure servers.
You can also place your order and then send us cash/cheque/postal orders to pay for your order.
We also offer a click and collect service. You can pay by cash or chip & pin credit/debit card on collection.

Can I have my order delivered to another address?
For security we do not allow first time customers to have ordered delivered to an alternative delivery address. The first order must be from and delivered to the billing address. This is the address that is registered to the card you are using for payment.

Has my order been processed? What is the status of my order?
You should receive an email confirming your order. Once your order has been processed you will be sent a dispatch confirmation email.

If you don’t receive an email from us within 24 hours (Monday-Friday) then please check your spam/junk folder for your shipping information email. If you did not receive any order confirmations it is possible you entered an incorrect email address.

You can check your order status by logging into your account and clicking on the order history button from your account options as shown below.

Once dispatched your chosen delivery service will email you a tracking reference.

order status
If when logging into your account your email address is not recognised this will confirm you have entered an incorrect email address when placing your order. Please use the email us link to contact us.

Can I return my order?
We fully comply with the UK law and the distance selling regulations. You can return you order to us any time within 7 days for a full refund. There are a few conditions that must be met.
Any products returned must be unopened and in a new condition as they were supplied. Clearance items sold off at a reduced below cost price can not be returned.

How do you send out orders?
In December 2015 we started using a new service from Royal Mail called Tracked 48 to send all orders as standard. This is a 2 day service (non guaranteed) that will provide a tracking number for all orders.
All customers have the option to change this to 24hr (1 day – Fee applies).

I have placed an order, when will I receive my order?
Although this is not guaranteed, we try our best to dispatch all orders on the same working day if they are placed before 4pm.
Any orders for Next Day Delivery or 24hr courier must be placed before 1pm to be guaranteed to be delivered the next working day. Sometimes things happen beyond our control which might mean the order is not collected. We can not be held responsible when this happens.
Our warehouse and offices are open Monday-Friday From 10 – 4.30 Orders placed outside of these times will be processed and dispatched the next working day.
Once your order is processed you will receive a tracking reference by email confirmation.

I placed an order 2 days ago and it hasn’t been received, when will I get it?
We get many emails like this, if we replied to them all we would not be able to dispatch orders on time. The reason we have this help page is to answer questions like this for you and understand why you haven’t had a reply from us.
If you have paid for a next day delivery and your order has not arrived then please use the contact form or email us and we will look into the problem and reply to your enquiry. If you have selected standard recorded delivery and have emailed us asking where your order is within 5 days of your order date you will probably not get a reply.
Unfortunately, although Royal Mail are usually pretty reliable and can be quite fast with the majority of deliveries we still experience problems with delays and missed deliveries on a weekly basis. First class which should take 24 hours can take up to 5 working days and 2nd class which should take up to 48 hours can take up to 10 working days to arrive.
For this reason, if royal mail have been used, when emailing us to find out where your order is and what date it will be delivered the honest answer is we do not know. Once your order have left our warehouse and is with Royal Mail we can no longer give an accurate answer until the delivery is attempted or made. This is the reason we do not reply to the emails as we have no information or answer to give you other than the information you read on this page.
You are welcome to contact Royal Mail and ask them for some more information about the delivery as you will have the same dispatch/tracking reference we have. We also recommend visiting your local delivery office to check if they have your order there.

I have a tracking reference but do not have my order?
Sometimes Royal Mail experience delays. The service we use is 2-5 working day service so please allow a few extra days for delivery.
If you have already waiting up to 5 working days with no delivery then we recommend visiting your local royal mail sorting/delivery office as we sometimes find they hold onto orders if they can not be delivered.

I ordered your (3 for 2 or 4 for 3) Buy 3 Pay for 2 offer and I only got 2 items, where is my third item ?
We have 2 special offer sections on our website. Buy 3 pay for 2 and Buy 4 pay for 3. Both sections of our web site require the required number of products to be ordered to qualify for the discount.

i.e. Buy 3 pay for 2. You MUST have 3 items in your shopping cart to qualify. The cost of the cheapest item will be removed once you have 3 items in your shopping cart.
If there is insufficient stock to order 3 items of a single product from this section you will see an error message on the shopping cart page that reads: Insufficient stock. The quantity will automatically be adjust to the available stock level. You can then return to the Buy 3 pay for 2 section and select another product from the products included in the specific offer.

My question is not listed, how do I contact you?
Please use this Contact us to send us a message. Please include any information we will need like order numbers, names and addresses.
This will open a contact form in a new window. Please bear in mind if the answer to your question can be found on this page within the help section you may not receive a reply.

Please allow 2-3 days for a reply to any email. Our office and warehouse is open Monday – Friday 9.30 to 16.30. We can not always guarantee a reply outside of these hours.

I’m looking for strong poppers, do you sell any amyl or butyl nitrate?
Firstly we do not sell poppers, We only sell aromas.
Secondly, no! our products do not contain any illegal ingredients. Amyl nitrate was banned in 1996. The replacement ingredient isobutyl was then banned in the EU in 2007 and then in the UK the following year.
The main ingredients within the EU for room aromas is now isopropyl & isopentyl.

I have a shop and want to sell your products?
We are the largest retailer of room aromas in the UK with over 80 different brands held in stock. Many of which we have exclusive distribution and many are our own brands. If you are interested in re-selling these products you can register for an trade account

It is possible to contact us via traditional methods also, our company details are:
Room Aromas / World Niche
Unit A8
Imex business centre
Oxleasow Road
Redditch
B98 0RE

Tel: 0844 812 6808
info@room-aromas.co.uk

World Niche is a limited company in England & Wales. Company number 07948393