Frequently Asked Questions

Orders are usually processed within 1–2 business days. However, processing may take longer during holidays or peak seasons.

Orders are usually processed within 1–2 business days. Delivery timeframes depend on your location and selected shipping method.

Free standard shipping is available on eligible Australian orders over the advertised threshold, excluding express options.

We typically cannot modify or cancel orders due to fast processing times. However, contact us immediately and we'll do our best to assist.

Yes. Once your order has been dispatched, you will receive tracking information where available.

If your order arrives damaged, contact us immediately with your order number and photos of the damage. We'll resolve the issue promptly.

If you receive the wrong item, please contact us immediately. We will resolve the issue as quickly as possible.

Unused items may be returned in their original packaging in line with our Returns & Refunds policy. Faulty products are handled in accordance with Australian Consumer Law.

Please contact Customer Care before sending anything back. Include your order number and details of the issue so we can guide you through the correct process.

Our fragrance oils are designed for use as directed. Always keep oils out of reach of children and pets, and use in a well-ventilated area.

Cold-air diffusion is an advanced technology that converts fragrance oils into a dry mist, maintaining scent integrity without heat or water. This method delivers a consistent, long-lasting fragrance without leaving residue.

We recommend using only Ascent Collection fragrance oils with our diffusers. Our oils are specially formulated for optimal scent dispersion and longevity. Using other oils may affect performance or damage the diffuser.

Choosing the ideal location for your diffuser is a personal preference. We recommend placing it in a central area where you want the most noticeable scent experience.

Yes, our diffusers are safe to use around children and pets. They operate without heat, eliminating the risk of burns, and since they don’t use water, there’s no risk of major spills.

However, every pet is unique and some may be more sensitive to scents than others. We recommend:

• Ensuring your space is well-ventilated when using the diffuser.
• Observing your pet’s behaviour when introducing a new fragrance into your home.
• Consulting your veterinarian if you have specific concerns about your pet’s sensitivity.

Yes, you can adjust the fragrance intensity to suit your preference. Our diffusers feature customisable settings, allowing you to control the scent strength for a subtle or more pronounced fragrance experience.

Yes, most of our diffusers are designed with smart technology, allowing you to control them conveniently through a smartphone app. You can adjust fragrance intensity, set schedules, and monitor usage for a seamless scenting experience.

Only use pure essential oils or aroma oils specifically formulated for cold-air or nebulising diffusion. These oils are free from carrier oils, water, and additives — ensuring they’re the right consistency for your diffuser to operate effectively without clogging.

All of our fragrance oils are phthalate- and paraben-free, and perfectly suited for waterless, heatless diffusion.

Never dilute oils with water as this will damage your diffuser and void the warranty.

We typically cannot modify or cancel orders due to fast processing times. However, contact us immediately and we'll do our best to assist.

The usage time of a bottle of Ascent Collection scent oil depends on the diffuser, the intensity, and how often you turn it on. Our diffusers atomise the oil 100% pure and undiluted, so you only need a small amount to make a room smell wonderful.

You could say that an Ascent Collection diffuser consumes an average of 0.16 ml per hour, making our diffusers among the most economical on the market. As an indication: with 6 hours of use per day, a 120 ml bottle will last approximately 4 months, and with 8 hours of use per day, approximately 3 months.

If you use the diffuser for less time or at a lower intensity, a bottle will of course last even longer.

Ascent Collection fragrance oils are crafted with premium, cruelty-free, and vegan ingredients, providing a luxurious scent experience without compromising your values.

Our scents are safe for use in spaces, including around children and pets.

However, always be mindful of sensitivities in individuals or animals who cannot clearly express whether they find the scent pleasant.

Our scents are IFRA-certified (International Fragrance Association), ensuring they meet globally recognised safety standards for scent use.

Developed through continuous scientific review and expert collaboration, these standards guarantee that our scent oils are used safely and responsibly.

We create our scent oils from the highest-quality essential and aroma oils. When an essential oil is known to be allergenic, unsustainable, or not cleared by the IFRA (International Fragrance Association), we use pure, safe synthetics as a responsible alternative. We are committed to regulations, adhering to strict health and environmental standards. All scent ingredients are IFRA-approved and meet safety guidelines for continuous inhalation, 8 hours a day, 7 days a week, over a lifetime. 

If you spill fragrance oil, clean the area and the diffuser thoroughly with Ascent Collection Cleaning Solution. These oils are undiluted, so handle them with care.

You can manage your subscription easily through your account on our website. From there, you can update payment details, modify your fragrance selection, adjust delivery frequency, or cancel at any time. If you need assistance, our customer support team is happy to help.

Yes, you can adjust the frequency of your subscription deliveries at any time. Simply log into your account on our website to update your delivery schedule. If you need assistance, our customer support team is happy to help.

Yes, you can change the fragrance oils in your subscription at any time. Simply log into your account on our website to update your selections. If you need assistance, our customer support team is happy to help.

We recommend giving your diffuser a quick clean every 6–8 weeks, especially if you’re switching between scents. Regular cleaning helps maintain performance and prevents scent mixing or build-up.

Pour a small amount of Ascent Collection Cleaning Solution into the bottle, attach it to the diffuser, and let it run for 10–15 minutes. This helps flush out any residue and clears the atomiser head. Allow it to dry before adding a new scent.

No — do not use water to clean your diffuser. Our units are designed for waterless operation and should only be cleaned with rubbing alcohol. Using water can damage the atomiser and affect performance. Run a small amount of rubbing alcohol through the diffuser for 10–15 minutes to clear any residue.