Frequently asked questions

See below some of our frequently asked questions, or feel free to get in touch so we can assist you further.




How long does my order take to process?

Usually orders are processed same or next business day. We use external carriers to send orders so please allow usual transit times for postage within Australia depending on your location. For international orders shipping transit time is quoted by the selected carrier at cart, depending on carrier, this is usually 7 to 14 days.

Can I cancel my order?

We completely get it, we change our minds too! While we wish we could, once an order is placed, we are unable to alter or cancel it at this time. Having said this, please get in touch. If the order is still in early stages of fulfilment we will always do our best to accomodate any request.

What if I want to speak to someone?

We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the up coming Monday, but possibly sooner.


What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

What shipping providers do you use?

We use various reputable carriers for Australian & International deliveries depending on location. The carrier details along with tracking details will be included in your dispatch confirmation notification.

Oh No! My package was lost, stolen, or damaged!

Oh no! Please file a claim with the shipping carrier first, then contact us letting us know your order number and your specific claim number. Once we receive that, we will work together to come to the best resolution.

Returns & Exchanges

How do I return an item?

We want you to be completely satisfied with your purchase. Not the perfect Scent? please get in touch and we can go through your options.

What's the return policy

A return must be requested 30 days of the ship date, after which merchandise must be sent back within 15 days. Merchandise must not be used, unboxed or altered. Merchandise must be returned in its original packaging. Returns must include the packing slip supplied during return process (packing slip will be supplied once your return has been authorised and a returns authority raised. Package should only include items listed in that particular return packing slip. Merchandise that appears to be used and not in its original/sellable condition may result in a delayed refund/exchange, or may not qualify for a refund or exchange. In these cases, the item(s) will be returned to you. Certain items are marked as not refundable and are not eligible for returns (ie. gift cards, gifts with purchase). Sets and Kits are not eligible for partial exchange or return.

I am expecting a refund. How long does this take?

Please allow 5-7 business days for us to receive your return order. Heads up—it may take up to 5 business days for us to process your return. Once your items have undergone (and passed!) inspection, we will issue your refund to the original form of payment and will notify you of your refund via email. Please note that your refund may only be credited to your original method of payment.


How do you choose what materials to use?

Each piece we create is the product of years of designing, sourcing, and producing with the highest-quality materials and with like-minded production partners. We thoroughly research and vet our raw materials to make sure they meet our standards, are good for you and better for the environment. In addition to thinking about the impact on people and the environment, we consider factors like availability, preferred fiber content, water and energy input, and GHG emissions.

Act natural. We also use mostly natural materials, which break down better and are less of a pollutant than the synthetic fibers that are being found in oceans and water supplies. 

Where are your products made?

All Sohum products are proudly made in Australia.

From time to time we may have a special item like a Candlle Cloche or Wick Trimming scissors for example that are sourced overseas.

Packaging of all Sohum products will clearly state the country of origin.

Something Else?

I've fallen in love with a fragrance I cant find on your site?

We love that you love our products, and understand from time to time something may be discontinued. Please get in touch and let us know your request, we may have a little stash put away, or have limited stock, so its not showing on line.

Can I shop directly from your dispatch center?

Given our industrial environment, we do not facilitate click and collect or pick ups direct from our warehouse. Get in touch and we can direct you to a store you can pop in and personally shop at.

Do you offer bulk discounts or supply at a special price for charities?

Get in touch and let us know your request. Requests are accomadated on a case by case basis.

I have a store and would like to stock SOHUM, how do I go about it?

Get in touch with our trade team at for all stockist enquiries.