Frequently Asked Questions
From choosing your fragrance to caring for your candles, find answers to our most frequently asked questions below. If you need a little more help, please email us at info@luminessa.co.uk.
About Luminessa
Who is behind Luminessa?
Luminessa is a small family business based in South Yorkshire. Founded by Vanessa, with her daughter Lucy helping to develop the fragrance range, Luminessa brings together a love of scent, colour and personal memories.
What began as making candles for family and friends grew into a home fragrance business for others who share that love.
Are all your products made by Luminessa?
Our own home fragrance range includes handmade candles, reed diffusers, room sprays and refill oils. We also stock selected products from other makers, including decorative glassware, accessories and bath and body products.
Please check the individual product description for details about the item you are choosing.
What inspires your fragrances?
Our Nostalgia and Classics ranges are inspired by personal memories, places and times gone by. Each fragrance is characterised by colour and endearingly named to capture its individuality.
Orders and Delivery
Where do you deliver?
We deliver across the UK, including Northern Ireland. We do not currently offer international delivery.
How much does delivery cost?
Our UK delivery charges are:
- £3.95 for orders weighing up to 2kg.
- £6.95 for orders weighing over 2kg.
- Free delivery on orders over £50.
Your delivery charge is shown at checkout before you complete your purchase.
How long does delivery take?
Orders are sent using Royal Mail tracked second-class delivery, with an estimated delivery time of 2–4 working days after dispatch.
This is an estimate rather than a guaranteed arrival date. Delivery may take longer during busy periods or postal delays.
How can I track my order?
You will receive a dispatch confirmation once your order has been sent. Tracking information will be included where available, so you can follow your parcel’s progress.
What should I do if my order has not arrived?
Please check your dispatch confirmation and any available tracking information first.
If your parcel has not arrived after the estimated delivery period, email info@luminessa.co.uk with your order number so we can help.
Can I change my order or delivery address?
Please contact us as soon as possible with your order number and the details you would like to change.
We will check whether an amendment is still possible. Once an order has been dispatched, we may be unable to change its contents or delivery address.
Which payment methods can I use?
The payment methods available for your order are displayed at checkout.
Returns and Order Problems
Can I return an item if I change my mind?
For most online purchases, you can let us know that you wish to cancel within 14 days of receiving your order. You then have a further 14 days to return the items.
Please email info@luminessa.co.uk before sending anything back so we can provide return instructions. Please see our Returns Policy for full conditions and any applicable exclusions.
Who pays for return postage?
For change-of-mind returns, you are responsible for the return postage costs.
If your item is faulty, damaged or incorrect, please contact us first so we can arrange the appropriate next steps.
What should I do if an item arrives damaged or incorrect?
Please email info@luminessa.co.uk with your order number and a description of the problem. If possible, include photographs of the item and its packaging to help us investigate.
Please contact us before returning the item. Your statutory rights are not affected.
How will I receive my refund?
Approved refunds are returned to your original payment method. Please see our Returns Policy for the full refund process and timings.
Choosing Your Home Fragrance
How do I choose a fragrance?
Start with the types of scent you already enjoy, whether that is fresh, floral, fruity, woody or warm and spicy.
Read the fragrance description on each product page to explore its individual notes. If you are unsure, email us with a few scents you like and we can help you choose.
What is the difference between a candle, reed diffuser and room spray?
- A scented candle releases fragrance while it burns and brings the soft glow of candlelight.
- A reed diffuser releases fragrance through reeds without needing a flame.
- A room spray lets you add fragrance to a room whenever you choose, following the directions on its label.
Will the same fragrance smell identical in different products?
You may experience a fragrance differently in a candle, reed diffuser or room spray because each releases scent in a different way.
Always check the individual product description when choosing a fragrance across different formats.
Scented Candles
What wax do you use in your candles?
We use high-quality wax blends in our Luminessa-made candles. Please check the individual product description for any specific wax information, or contact us if you would like more detail about a particular candle.
How long will my candle burn?
Burn time depends on the particular candle and how it is used. Please refer to the individual product page and the instructions supplied with your candle for any stated burn time.
How should I care for my candle?
Follow the care instructions on your candle’s label, including guidance on wick trimming, burn duration and when to stop using it.
Place your candle upright on a stable, heat-resistant surface away from draughts and flammable materials. Remove any lid and packaging before lighting, and keep the wax clear of matches and other debris.
Never leave a burning candle unattended. Keep it away from children and pets, and allow it to cool completely before handling or moving it.
How long should I burn my candle each time?
Please follow the recommended burn duration on your particular candle’s label. Different candle sizes and designs may have different instructions, so the same burn time should not be applied to every candle.
Always extinguish your candle before leaving the room or going to sleep.
Reed Diffusers and Refill Oils
What is the difference between a reed diffuser, refill oil and an empty diffuser vessel?
A complete reed diffuser includes the vessel, fragrance and reeds, as stated in its product description.
A refill oil is used to replenish a suitable reed diffuser vessel. Please check the listing to see whether replacement reeds are included.
An empty diffuser vessel is the decorative container only. Fragrance and reeds are not included unless the product description specifically says otherwise.
How do I use a reed diffuser?
Follow the instructions supplied with your diffuser. Place the vessel on a stable, protected surface and insert the reeds as directed.
Keep your diffuser away from children, pets, heat and direct sunlight. Avoid contact between the fragrance oil and furniture or other delicate surfaces, and wipe up spills promptly.
Do not light the reeds.
How long will my reed diffuser last?
Diffuser life varies depending on the product, its position and the conditions in your room. Warmth, airflow and the number of reeds used can affect how quickly the fragrance oil is used.
Please check the product description for any stated duration.
Can I refill my reed diffuser?
You can replenish a suitable reed diffuser vessel using reed diffuser refill oil. Check the instructions for your vessel and refill before use.
Refill on a stable, protected surface, take care not to overfill, and wipe away any spills. Follow the product instructions regarding suitable reeds.
Can I use diffuser refill oil in an electric diffuser or oil burner?
Our reed diffuser refill oils are intended for reed diffusers. Do not use them in an electric diffuser, humidifier or oil burner unless the product instructions explicitly confirm that they are suitable.
Room Sprays
How do I use a room spray?
Use your room spray according to the directions and warnings on its label. Spray into the air as directed, keeping it away from your face, children, pets and naked flames.
Avoid spraying towards food, drinks or delicate surfaces.
Can I spray it on bedding, furniture or clothing?
Do not assume that a room spray is suitable for fabrics. Only use it on bedding, upholstery or clothing if the product label specifically permits this.
Our room sprays should not be used as a body fragrance.
Bath and Body
What is available in your bath and body collection?
Our bath and body selection includes hand and body wash, body lotions and soap gift sets from selected makers.
Please read each product description for its fragrance, ingredients, intended use and what is included.
Where can I find the ingredients?
Check the individual product page and the product packaging for ingredient information.
Fragrance notes describe how a product smells; they are not a complete ingredient list. If you need clarification about a particular ingredient before ordering, please contact us.
How should I care for my soap bars?
Allow your soap to drain and dry between uses, using a suitable soap dish. Store unused bars in a cool, dry place and follow any care instructions supplied by the maker.
Product Information and Gifting
Are your products vegan, cruelty-free or made with natural ingredients?
Ingredients and product claims vary across our own range and the other brands we stock.
Please check the individual product description and packaging for confirmed information. If a particular claim is not stated, contact us before purchasing rather than assuming it applies to the whole collection.
Are accessories shown in photographs included?
Please refer to the product description for exactly what is included. Styling props and accessories shown in photographs are not included unless specifically stated.
Can you help me choose a gift?
Of course. Whether you are considering a candle, diffuser or soap gift set, email us with your budget and any fragrances the recipient enjoys. We can help you choose from the collection.
How can I contact you?
Email us at info@luminessa.co.uk with your question. If you are contacting us about an order, please include your order number so we can help more easily.