What do I need to get started?

To start scenting, you’ll need the following:

• LuxScent diffuser
• Fragrance oil
• Power outlet (for the Scent Diffuser, Pro, and HVAC only)
• Smartphone that will connect to the diffuser via Bluetooth (Wi-Fi coming soon)

Setting up your diffuser is easy. Follow the manual instructions included with your diffuser.

Where can I find LuxScent products?

LuxScent Collection is based in Miami, Florida, and currently ships both domestically (US) and internationally.

We are working to bring LuxScent to local stores and are expanding our reach to major retailers worldwide. We’re growing, so you can expect to see more of us!

Can I use other cleaning products to clean my diffuser?

Please use only the cleaning solutions recommended. Avoid using any other cleaning products. You can purchase diffuser cleaner using this link: [Insert correct link]

How can I become a wholesaler?

Please submit a request to support@luxscentcollection.com to speak with a Consultant.

I placed an order, but haven’t received an email confirmation.

Be sure to check your spam folder first. If you still cannot find the order confirmation email, please contact us and include the following information: full name, phone number, and email address used to place the order. We will get back to you within 24 to 48 hours.

How long does it take to process my order?

Your order will be processed within 3 to 5 business days from the order date. All orders may be subject to additional processing time for security reasons or during holidays and peak seasons.

When will I receive my order?

Delivery times vary based on the shipping method selected at checkout. The timeframes provided by shipping carriers are estimates and may be affected by your location, customs inspections, or weather conditions.

Will I be charged duties and taxes if I order outside of the United States?

Any import duties and taxes are charged once the parcel reaches the destination country. These charges must be paid by the recipient of the order. LuxScent Collection is not responsible for these fees, and we do not offer reimbursements or refunds for them.

I forgot to apply my discount code. Can I apply it after placing my order?

Contact us with your order number and discount code as soon as possible, and we’ll do our best to take care of it.

My tracking status says "delivered," but I never received my order.

First, check all areas where the package may have been delivered, such as the front door, porch, lobby, mailbox, or nearby areas. Sometimes couriers drop off packages in less visible locations for security reasons. If you live in an apartment, check package holding areas, parcel lockers, or the lobby where deliveries are typically left.

Still haven’t found your package? Contact us with your order number and shipping address.

My tracking number isn’t working or hasn’t updated.

If your tracking number shows no status, the order may still be in processing at our warehouse. Most tracking numbers begin updating within 24 hours, but in some cases, it may take up to 72 hours, especially if processed on a Friday.

If after 72 hours your tracking status hasn’t updated, please contact us with your order number and tracking number.

Damaged, defective, or wrong items shipped?

We're sorry for the inconvenience, but rest assured, we’ll make it right. Contact us and include the following information:

• Your order number
• A brief description of the issue
• Photos or documentation to support your claim

I’m missing an item from my order.

Please check if your order was shipped in multiple packages. In some instances, items may be shipped separately. You can refer to your shipping confirmation email to see the items shipped and their respective tracking numbers.

If all items were marked as shipped but you’re still missing something, please email us at support@luxscentcollection.com for further assistance.

When can I cancel my order?

• Unfulfilled Orders: If we haven’t started preparing your order yet, you’re free to cancel it! Just reach out to our customer support team, and we’ll handle it.
• Shipped Orders: Once your order has shipped, cancellation is no longer possible. However, you can still request a refund by initiating a return after receiving the package. Visit our Return Portal for step-by-step instructions.

My purchase was declined, but the amount is showing on my card.

If your purchase was declined for any reason at checkout, an authorization hold may appear on your card. These pending charges typically disappear within 2 to 4 business days.

If you did not receive an order confirmation email but see a pending charge, it’s likely an authorization that will be automatically canceled. For further assistance, contact us at support@luxscentcollection.com.

Do you offer refunds for returns?

We are unable to accept returns or issue refunds for used diffusers, fragrance oils, candles, and room sprays due to the nature of these products. However, if you are dissatisfied with your purchase, you may return the unused portion within 14 days of delivery.

Please note that mystery gifts, Rush Order fees, shipping fees, package protection, and gift cards are final sale and not eligible for refunds.

See our full return policy here:
https://luxscentcollection.com/policies/refund-policy

How will my refund be issued?

Your refund will be sent back to the original payment method used at checkout. If you paid by credit card, the funds will return to the same card.

How long does it take to receive my refund?

• Standard Refund Timeline: Once our Returns Department receives your item, please allow up to 15 days for the refund to be processed and appear in your account.
• Still waiting after 15 days? Sometimes delays happen. If it’s been more than 15 days and you haven’t received your refund, contact us. We’ll escalate the issue and ensure it gets resolved promptly.

How long does a return, repair, or replacement take to be processed?

All returned items, whether for a refund, exchange, repair, or replacement, undergo inspection in our warehouse within 10 to 14 business days. If you haven’t received an update within this period, feel free to reach out after the 14th business day.

Do you offer international shipping?

Yes, we offer worldwide shipping! Rates vary based on your location. For full details, please review our Shipping Policy on our website.

What are the benefits of having a fragrance subscription?

The biggest perks of subscribing to LuxScent fragrances are the discounts and extended warranty on your diffuser. Enjoy 10% off all fragrances when you subscribe—no strings attached!

With a subscription, you can:
✔ Choose your delivery frequency
✔ Easily swap fragrances without losing your discount
✔ Pause or cancel anytime through your customer portal

Visit our Subscriptions page for more details.

How do I manage my subscription?

Managing your LuxScent subscription is simple! Just log into your account on our website through your customer portal. From there, you can:

🔹 Change your delivery frequency
🔹 Skip a delivery
🔹 Swap fragrances while keeping your discount
🔹 Cancel anytime

No hassle, just pure fragrance enjoyment!

What is Cold Air Diffusion?

Cold-air diffusion technology turns fragrance oil into a dry nano-mist, making it the cleanest and safest way to diffuse our 100% pure LuxScent fragrances.

What other features does the Scent Diffuser have?

The Scent Diffuser comes with a remote that allows you to customize fragrance intensity, set schedules and timers, and automatically turns off when the oil runs out.

Is my diffuser covered under warranty?

Your diffuser comes with a limited 6-month manufacturer warranty, unless otherwise stated in your instruction manual. Active fragrance subscribers enjoy an extended two-year limited manufacturer warranty.

If you experience any manufacturing issues, we're here to help—just contact us, and we'll make it right.

Where should I place my diffuser?

Determining the optimal location for your diffuser is a personal decision. We suggest placing it in the main area of your home, positioning it where you desire the most pronounced scent experience.

Can I use the fragrance bottle and attach it directly to the nozzle?

Use only the bottle that comes with the diffuser. Do not attach the fragrance oil bottle directly to the nozzle, as this can cause leaks, damage, or improper mist circulation inside the diffuser.

Can I install my diffuser to the Hvac system myself ?

Although we have steps in connecting the diffuser to the HVAC unit, it’s best to consult experts for proper installation.

Is my diffuser covered under warranty?

Your diffuser comes with a 6-month limited manufacturer warranty, unless otherwise stated in your instruction manual. Active fragrance subscribers enjoy an extended two-year limited manufacturer warranty. If you experience any manufacturing issues, we're here to help—just contact us, and we'll make it right.

What is in your fragrance oils?

Our signature LuxScent fragrance oils are derived from the highest quality ingredients in the world. Each blend consists of therapeutic-grade essential oils and perfume-quality fragrance oils, designed to recreate your favorite luxury hotel scents.

What ingredients are in your fragrances?

LuxScent fragrances are thoughtfully designed without harsh chemicals. We avoid ingredients known to cause potential harm to health or the environment, and each scent is ethically sourced.

You can view the main ingredients of each fragrance on our website under each fragrance product description.

Are your fragrance oils cruelty-free?

Yes, our fragrance oils are cruelty-free. We do not and will never test on animals.

Are your fragrance oils safe?

Yes, our fragrance oils are safe to use around people, pets, plants, and furniture.

They are 100% free of:

• Parabens
• Formaldehyde
• Color Additives
• Synthetic Dyes
• Preservatives

How long will the fragrance oils last?

When used at the recommended settings of 4 to 8 hours per day, a 50 ml fragrance oil bottle will last approximately 30 days in our LuxScent Diffuser.

The length of time may vary based on usage, fragrance concentration, and intensity.

Why can’t I smell my fragrance if there’s still a little bit of liquid left?

Our fragrances are created with oil to effectively disperse scent.

While fragrance life varies, if you can’t smell your fragrance anymore after over 100 hours of diffusion, the remaining liquid is just carrier oil, not fragrance.

It’s time to replace it with a new bottle!

May I use generic oils with your diffusers?

LuxScent diffusers are specially crafted to operate seamlessly with LuxScent fragrance oils.

The scents are formulated with a specific viscosity to ensure effective scent dispersion without harming the internal components of your diffuser.

Using non-LuxScent fragrance oils will void your diffuser's warranty.

Will LuxScent fragrance oils work in other diffusers?

Our fragrance oils are meticulously crafted with a specific viscosity.

As we cannot verify whether other diffuser designs are tailored to seamlessly complement LuxScent fragrance oils, we cannot assure that they won't adversely affect the internal components of your diffuser.

We strongly advise against using our fragrance oils in other diffusers.

What do I need to do if I spill oil?

In the event of an oil spill, carefully clean the affected area, including the unit, using rubbing alcohol.

These are undiluted essential oils, so handle them with care.

Can I mix my fragrance oil with water?

LuxScent diffusers are designed to use fragrance oils directly without dilution.

Adding water can:

• Weaken the scent
• Cause uneven diffusion
• Damage the diffuser

For optimal performance, always use pure LuxScent fragrance oils as intended.