Contact information

Do you have questions about an order?

Track your order

Follow progress and see real-time status updates.

Log in

View all orders at a glance and manage details.

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.

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Track my order

Fastest way to see live status (no account required). Open Order Tracker

View all orders in one place. Log In

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).