Contact Us
Do you have questions about an order?
Start a chat
Tap the chat bubble on the bottom-right of our website. Guests should check the tracker first and review our Shipping Policy.
Chat available Mon–Fri, 9:00–17:00 (UK time)
All help topics at a glance
Select a topic below to get quick answers.
Order & account
Track my order
Fastest way to see live status (no account required).
Open Order Tracker
Log in to my account
View all orders in one place.
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Guests: please check the tracker first and review our
Shipping Policy before starting a chat.
Order lookup widget: coming soon (email + order number).
Design & photo rules
No proofs for individual customers (keeps speed). Proofs only for
bulk/company orders.
Please follow our Image Guidelines.
Minimum 1000×1000 px, well-lit, subject not cropped. Prints can appear ~20% darker than your screen.
No text — reverse side is mirrored, so text appears backward.
If your photo is low quality, we still manufacture as provided; please ensure it meets the guidelines.
Product & scents
Printed double-sided, approx. 1.5 mm thick. String colour: white.
Scents: see product pages; some fragrances are naturally more yellow and may slightly discolour the image.
Longevity: typically about 1 week once opened (varies by scent/environment). Reseal between uses to prolong.
Processing & production
Standard processing time: 3–9 business days from order (Mon–Fri).
We operate 5 days/week; no weekend or public-holiday production.
No rush service for individual orders (company orders: start a chat).
Shipping & delivery (Royal Mail / USPS)
UK: Royal Mail Tracked 24. US: USPS Ground Advantage.
There is a handover step from our facility to the carrier depot; this can take 2–3 days.
Free shipping: UK £30+ (else £3.30), US $35+ (else $4.50), Rest of World £10 flat.
PO Boxes & BFPO/APO/FPO: Yes. Split shipments: No. Signature: No. Please ensure your address is correct.
Tracking & handover
After dispatch, tracking may show “not yet handed to Royal Mail / USPS” for 2–3 days while the parcel travels to their depot — normal.
If tracking hasn’t updated 3–4 business days after the shipping email, please start a website chat.
“Lost”: no delivery 10 business days after the upper estimate (UK/US) or 20 business days (international).
Address & delivery issues
Address change: contact us in chat; we’ll try our best if it hasn’t shipped yet.
Returned parcels (wrong address/failed delivery): you’ll need to pay for the product and shipping again for reshipment.
Delivered but not received: check neighbours/household and contact the carrier; we’ll assist case-by-case.
Returns & replacements
Personalised items: no change-of-mind returns.
Damaged/faulty/incorrect: chat within 7 days of delivery with a photo; we typically send a replacement first (where allowed).
Customer error (wrong photo, etc.): chat with us — discounted reprint may be possible.
Payments & taxes
Shopify Payments + PayPal (Apple/Google Pay where available).
UK prices include VAT; US taxes calculated at checkout.
Safety & compliance
Hang responsibly — do not obstruct driver vision; keep away from airbags.
Not a toy or food. Keep away from children and pets. Avoid contact with vehicle surfaces (fragrance oils may mark).
Use in well-ventilated areas. Flammable — keep away from heat/open flames.
Fragrances sourced to comply with applicable standards (e.g., EU REACH where applicable). Use at your discretion.
Bulk / B2B / White Label
Company/bulk orders with proofs available:
Promotional Air Fresheners
Print-on-demand partner:
odemly.com
Start a chat to discuss quantities, timelines and packaging.
Data & privacy
Uploaded photos are kept for up to 1 month to facilitate re-orders. Ask in chat for early deletion.
Chat & support
Support language: English. Chat hours: Mon–Fri, 9:00–17:00 (UK time).
Email fallback:
support@freshenify.com (may take a few days; chat is fastest).