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General
Our Scents
Shipping & Delivery
Sustainability

General

How do I get a personalised discovery set?

If you have an invite code from one of our partners, start your discovery journey here and enter the code when prompted.

If you don’t have a code, you can buy your personalised discovery set directly from our home page.

How does your AI assistant work?

Our pioneering in-house AI is called YENA - Your Expert Nose Assistant. YENA builds your unique scent profile based on the scents and styles you've worn and enjoyed before. They also want to know what you think of the Diem scent samples we send you to try. Scent is personal: the most important thing is what YOU think. The more you tell us, the smarter YENA gets in their recommendations so you have fun experimenting with fragrance. YENA also comes up with ideas of new scents our community might enjoy - and just don't know it yet.

How can I use my discovery set voucher to redeem a 30ml bottle?

Once you've rated your scents on your personal dashboard you can redeem the cost of your discovery set against your full-sized bottle of 30ml fragrance. Simply use your email address to access the dashboard, leave your scores and the credit will be unlocked upon checkout.

How can I get in touch with your customer support for further assistance or questions?

You can contact our customer support team via email (charlotte@diemscents.com), through the contact form provided on our website, or via our live chat here.

Can I find your fragrances in physical stores, or are they only available online?

To enable us to make sure that we can deliver the best quality product at accessible prices, we’re cutting out the retailers and third party distributors which means currently, we only sell online.

Our Scents

How do I choose the right fragrance for myself?

Fragrance choice often depends on personal preferences and body chemistry. We suggest you try our discovery set, which our AI assistant personalises to you based on your taste in scent. This gives you five scents to try at home so you can find one you love. By understanding what you like, we’ll be able to create new scents inspired by your feedback.

Are your fragrances high quality?

Absolutely, every one of our fragrances has been created by a world class perfumer at our fragrance house, who creates scents for some of the biggest brands in the world. All scents are exclusive to Diem. They are not constrained by price, we just want the best quality.

Are your fragrances cruelty-free and vegan?

Yes, our fragrances are cruelty-free, and contain no animal products.

How long does a 30ml bottle last?

On average, depending on how often you apply it, a 30ml bottle of fragrance can last for approximately 2 to 4 months. However, if you use it more generously or apply it daily, it may last closer to 1 to 2 months.

What is the longevity of your fragrances on the skin?

The longevity varies, but our fragrances are designed for lasting performance. Check individual product pages for more information. All fragrances last longer if sprayed on moisturised skin.

Are your fragrances hypoallergenic or safe for sensitive skin?

Yes, our fragrances comply with the rigorous regulations that all cosmetics sold in the UK adhere to. We list the known allergens on the label but if you do have sensitive skin, we recommend trying a sample first. You may prefer to spray the fragrance on an item of clothing but do be careful as some fragrances can stain lighter fabrics.

Shipping & Delivery

When will my order be dispatched?

Orders placed before 2pm GMT Monday to Friday will be dispatched on the same day and delivered within 3 - 5 working days. All orders placed outside those times will be shipped on the following business day.

Discovery sets are shipped using Royal Mail 48 untracked. Once dispatched, they should arrive within 3 - 5 working days.

30ml bottles are shipped using Yodel's 24 or 48 hour shipping service. Please allow up to 2 working days for the 24hr service and 3 working days for the 48 hour service.

Sample packs are shipped using Whistl's 48 hour untracked service. Once dispatched they should arrive with you in 3 - 5 working days.

Can I order your fragrances internationally, and what are the shipping costs?

Unfortunately, we do not currently offer international shipping but if there is enough demand, this is something we will explore in the future.

Can I change or cancel my order?

Please email us immediately at: support@diemscents.com. Unfortunately, once an order has been placed, we cannot guarantee that it can be amended or cancelled.

Do you accept returns?

We want you to love every scent you purchase. If you have bought a 30ml bottle directly, we accept returns within 30 days of delivery using our pre-paid return labels provided by our Customer Care team.

Simply contact customercare@diemscents.com and we will send you a prepaid label. Please note that all items must be returned unused, with authentic labels and in original packaging. If goods returned are not in a re-sellable condition, we may not accept your return.

Sustainability

Are your ingredients ethically sourced?

Yes, we prioritise ethical and sustainable ingredient sourcing to create our fragrances.

Are your products available in eco-friendly packaging?

We are committed to sustainability, and our products come in eco-friendly packaging. At the moment our caps aren’t recyclable but we are working on a solution for this. Please see our sustainability page for more information on our initiatives now and in the future.

Are Diem’s scents 100% natural?

No, we do not exclusively rely on 100% natural ingredients. We hold a deep appreciation for botanical components, valuing the richness, complexity, and dimension they bring to our fragrances. Yet, in our pursuit of becoming a genuine fine fragrance brand, we firmly believe in providing our perfumers with a comprehensive array of ingredients, materials, including synthetic compounds.

Furthermore, we may opt for synthetics in order to safeguard endangered botanicals, thus contributing to a more sustainable and responsible approach.

Still Need Help?

If you cannot find the answer to your question above, please feel free to ask us on the live chat function of the website or drop hello@diemscents.com an email.

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