Frequently asked questions
Shipping & Warranty
Orders are dispatched the next business day. Once shipped, your order typically arrives within 2–8 business days depending on your location within Australia.
We always do our best to get your order to you as quickly as possible, however delivery timeframes are estimates and cannot be guaranteed.
We offer free tracked shipping on all orders over $65. For orders under $65, standard tracked shipping is a flat rate of $9.95.
Yes! Every Smart Scent Diffuser is backed by a 12-month warranty from the date of purchase. If your device has any manufacturing or mechanical defects we would be happy to assist you. Please note our warranty does not cover misplaced or lost parts, accidental damage, purchases of diffusers from an unauthorized dealer or seller, damage as a result of incorrect use.
Please reach out to our team at shop@lumascent.au with a description of the problem. Please include order information, current shipping address, and a photo/video of the problem you are experiencing. Our team will work with you to troubleshoot the problem.
Troubleshooting
This is usually a simple fix. The most common cause is that the head of the diffuser hasn't been screwed on properly - this is where the connection is made, so ensuring it is firmly and securely in place is the first thing to check.
If that doesn't resolve it, simply unplug the device, wait a moment, and plug it back in.
If the issue persists, please don't hesitate to reach out to our team at shop@lumascent.au and we'll be happy to help.
Start by holding the on button on your remote and checking the indicator light.
If the red light is flashing, this simply means the battery has been inactive for a while and needs a moment to reactivate. Hold the on button for 5–10 seconds, leave it for a few minutes, and it should be good to go. If this doesn't resolve it straight away, simply repeat the process and it should come good.
If the red light is holding steady but the diffuser isn't responding, try unplugging the device, waiting a moment, and plugging it back in.
If you're still having trouble after trying both of these steps, please reach out to our team at shop@lumascent.au and we'll be happy to help.
Smart Scent Diffuser
Yes, the Lumascent diffuser is plug-in powered - no batteries required. Designed to cover a large area, there's no need to move it from room to room. Simply find your preferred spot and leave it to work.
No - the Lumascent diffuser is waterless by design, using oils only. This means no water refills, no dilution, and no mess. You get a cleaner, more consistent scent experience without the upkeep that comes with traditional water-based diffusers.
Many customers have had success using third-party oils with their Lumascent diffuser. That said, we highly recommend using oils that have been specifically designed for cold air diffusers to ensure the best performance and longevity of your device.
Yes. Unlike most traditional diffusers, the Lumascent diffuser operates at a very low 5 volts and uses cold atomization technology - meaning no heat is required at any point. This makes it a safer option for everyday use and gives you the confidence to leave it running as part of your daily routine.
Fragrance Oils
Generally yes, however it's important to keep in mind that all pets are different and some may react differently to certain scents. We recommend monitoring your pet when introducing a new fragrance and ensuring the room is well ventilated. If you have any concerns, we suggest consulting your vet before use.
This can vary depending on your usage settings and the size of your space. Most customers find they need a refill around the 5 week mark, however in smaller spaces a single bottle can last up to 2 months. We recommend adjusting the intensity settings to find the balance that works best for your home.
Our fragrance oils are proudly made in Australia, vegan, cruelty free, and free from parabens and phthalates. We use high quality ingredients so you can feel good about what you're bringing into your home every day.