Got Questions?
We’ve got answers. Take a look through our most frequently asked questions and discover more about Droplet.
FAQs
Shipping & Delivery
Orders
What is Droplet?
Droplet is the modern-day British House of Scent - where fragrance and design meet to create therapeutic moods for your space. Developed in Grasse, France & crafted to elevate the everyday. Live it, breathe it, experience it.
What does the Droplet product range include?
Our product range consists of incense, reed diffusers, wax warmers, scent burners, with much more on the way!
What makes Droplet different from other home fragrance brands?
Droplet is a new era of scent ritual. As a British House of Scent, we draw on timeless fragrance traditions, and translate them into modern, design-led products crafted to create therapeutic moods in your space. Every scent is intentional, every product considered. The aim is to create an environment where your home smells and feels good.
Where are your products developed?
Our Droplet fragrances are developed in Grasse, France - the world's fragrance capital.
What ingredients do you use?
We work with carefully selected, natural ingredients to create each formula, ensuring every product is vegan, cruelty-free, and crafted to the highest standard.
Are your products pet friendly?
Yes! All DROPLET products are completely safe to use around your pets. As always, we recommend using your products in a well-ventilated space and keeping them out of reach.
How do I use my reed diffuser?
Simply place your reed into the glass bottle and allow it to naturally absorb the oils. After 3–4 hours, flip your reed to start diffusing fragrance into the air, then let the scent travel. To maintain a fresh fragrance, flip your reed every few days!
How do I use my wax warmer?
The Droplet wax warmer is a sculptural ceramic piece designed for both form & function. Simply add one wax melt to the silicone dish, set your timer, and let the heat dispense the fragrance into your space. Once cooled, remove the wax from the dish and give it a little wipe. That's it!
How do I use my scent burner?
The Droplet scent burner is a sculptural set featuring a handblown glass vessel, solid chrome frame, and 8 tealight candles. Simply add water to the glass vessel with 5–10 drops of your chosen fragrance oil, light the tealight candle below, and let the warmth gently release scent into the air. Pair it with our fragrance drops for the full therapeutic Droplet experience (drops sold separately).
How long does shipping & delivery take?
Standard shipping in the USA is 4-7 days. Express shipping is 2-4 business days. International shipping will take up to 12-15 working days.
My package has been returned to sender, what does this mean?
Your package can be returned for a number of reasons (e.g. an address error or multiple failed delivery attempts). Fear not, we are here to support in resolution. Drop us an email to info@thedropletco.com and we’ll get to work.
How can I track my package?
Simple. You’ll be sent a tracking notification via email or text with a link for you to get live updates on your package. If you’re having trouble accessing this information, drop a line to info@thedropletco.com.
Why is my tracking not updating?
If your tracking doesn’t update in accordance with the shipping timeframes promised, please reach out to info@thedropletco.com and we’ll do our very best to solve this for you!
Why is my country not on your list?
If you’re unable to see your country on our list, unfortunately, this means we’re unable to ship to you at the moment!
Are Droplet products sold in stores?
Yes! We’re sold online & in selected stores worldwide. Use our store locator found in our footer to find scents near you!
My package says it’s been delivered, but I can’t find it.
Always check with neighbors and/or flatmates incase the package was delivered there by mistake. If your package isn’t found after 48 hours of the delivery date, please drop us an email to info@therippleco.com and we’ll look into this for you!
How do I cancel my order?
Yes! Please contact us via chat below or email info@thedropletco.com within the first hour of your purchase with your full name, order number, email address, and we’ll do the rest!
How do I edit my order after it’s been placed?
To update/edit any information on your order, contact us immediately via chat below or email info@thedropletco.com with your updated information ready to hand - we’ll do our best to amend this before your order is shipped!
How do I set up a subscription?
The subscription option is available on all of our scents! Simply click the ‘subscribe & save 15%’ option located on the product page of your chosen scent, select your frequency and add your desired quantity to your cart.
How do I cancel or make edits to my subscription?
You can cancel at any time. Simply log into your subscription portal and you’ll be given the option to cancel or edit your active subscription with one-click. Still need some help? Drop a line to info@thedropletco.com.
How do I contact customer service?
Our team can be reached directly via email at info@thedropletco.com, or you can simply use our contact us via chat below to narrow down your query in an easier & more effective way! We aim to get back to all customer queries within 24 hours.
What’s your refund/warranty policy?
All droplet products come with a 12-month warranty. Refunds are accepted in situations when your product is faulty or damaged, and if your package doesn’t arrive or is lost in transit. Drop an email to info@thedropletco.com or contact us via chat - we’ll be there to help!
What’s your return policy
Returns are accepted within 14 days of receiving your order. All items must be returned sealed, unopened and in their original packaging. Email us at info@thedropletco.com and we’ll be happy to explain our return process!
Will I receive confirmation via email/text after I place my order?
Once your order has been placed, we’ll drop you an automatic email and/or text with your order number (provided this information is given at checkout). If you don’t receive any confirmation at all, just drop a line to info@thedropletco.com.
What should I do if I receive an incorrect, faulty item or missing items in my order?
If you fall under any of these circumstances, we’re happy to replace the affected item(s)! Drop us an email to info@thedropletco.com and we’ll make things right.
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