Frequently asked questions

Our fragrance oils are generally considered safe to enjoy in homes shared with furry friends. Most pet owners use them without any issues. Still, it’s important to remember that every animal reacts differently — especially birds, reptiles, and small aquatic pets, which can be sensitive to strong scents.

If you share your space with these more delicate companions, we recommend diffusing or burning oils in a separate, well-ventilated room. Always ensure your pets don’t come into direct contact with the product, and never allow them to ingest it.

As with any home fragrance, a little caution goes a long way — keep your oils stored securely and out of reach of both pets and children.

You can find our shipping information here

On average, a 10ml bottle provides around 4 to 8 weeks of fragrance when used daily.

The exact duration depends on how often you run your diffuser and the strength settings you choose — lighter mist modes will naturally make it last longer.

Absolutely! Our diffusers are compatible with any standard 10ml fragrance oil bottle, so you’re free to explore your favorite scents from different brands if you wish.

Just a quick note of caution — make sure to use pure fragrance oils only. Avoid mixing them with water or carrier oils (like jojoba or coconut), as this can clog the diffuser and affect its performance.

Yes — the Home Diffuser features a built-in rechargeable battery.

When fully charged, it provides up to 72 hours of continuous fragrance, depending on your chosen intensity and usage settings.

Perfect for those who love cordless convenience and freedom to scent any space, anytime.

Essential oils come directly from nature — they’re distilled from flowers, herbs, or other plants and are often valued for their natural, mood-enhancing qualities.

Fragrance oils, on the other hand, are carefully crafted blends created to deliver a stronger, more consistent scent that lasts longer.

In short, essential oils offer purity and natural benefits, while fragrance oils provide variety and intensity. The right choice depends on whether you prefer natural simplicity or long-lasting aroma. Read more

Shipping

You can find our shipping information here

We currently ship to the United Kingdom, United States, and Canada, plus offer International Shipping to many other countries around the world! 🌍✨


If your country isn’t listed at checkout, don’t worry — we’re always expanding our delivery zones, so keep an eye out for updates! 👀📦

Most orders get shipped within the same working day (Mon-Sat) or within 3 to 4 days for out-of-stock Stithcies kits.

Don't worry! Your order won't be missed! If no movement for 7+ working days, please contact us! Rarely happens:)

Orders and Returns

Please visit our track order page on our menus, use your order number or tracking & you're good to go!

Just remember that our timeframe of delivery speeds, and if you think your tracking has possible issues, let us know anytime, and we'll have a look!

Generally, sometimes Airport security holds packages for 3 to 5 days extra (something we are unable to control).
So please wait patiently for this when it says "Security" related on the tracking page.

You can find all the cozy details about returns and refunds right here on our Return Policy page

We're so sorry you wish to cancel your order! You can cancel your order as long as it hasn't been processed or shipped. If you need to return your order, please provide your order number and the valid reason for the return.

We offer a 100% money-back guarantee to ensure your satisfaction.

Contact us at help@thestitchies.com, and our team will assist you with the cancellation or return process.
We're here to help!

Once your order is placed, we’re not able to change the billing address — but don’t worry! 💛

If your payment went through and you received a confirmation email, everything’s good to go, and your order will be on its way without a hitch. ✨

Oh no — looks like your Stitchie tried to find you but got a little lost along the way! 🐧📦

If your package was returned due to an incorrect address, just send us a message with your correct shipping details, and we’ll make sure your order finds its cozy new home the second time around. 💌✨

Don’t panic

If your order shows as delivered but you haven’t received it yet, here’s what to do:

  1. ⏳ Wait a day or two — it may still be on the way.
  2. 🏡 Check with family, neighbors, or building staff — it might’ve been dropped off nearby.
  3. 📍 Double-check your shipping address on your order.
  4. 📮 Contact your local post office — they sometimes hold packages marked as delivered.

If you’ve tried all these steps and your package is still missing, reach out to us and we’ll do our best to help track it down. 💛

No worries — these things happen! 💛

If you think you typed the wrong email during checkout, just reach out to us with your shipping address and phone number. We’ll update your details on our end and resend your order confirmation straight to your correct inbox. 📬✨

If your order arrived damaged, incomplete, or not quite right, just reach out to us and we’ll make it right as quickly as possible. 💌✨

Your happiness means the world to us — and we’ll be sure your Stitchie experience ends with a smile. 🧶💛