Frequently Asked Questions
FAQ
Welcome to the SillAura London FAQ page. We’ve compiled answers to the most common questions to help you with your order and experience.
Order Enquiries
I haven’t received any emails or updates about my order.
Please check your junk or spam folder first. If there’s still no email, contact us and we’ll resend your tracking information.
I’m trying to place an order, but the website keeps crashing.
We occasionally update the site. Please try again after an hour. If the issue continues, email us and our team will assist you.
I changed my mind after placing an order. Can I get a refund?
If your order hasn’t been dispatched, we can cancel it. If it has been dispatched, you must return it unopened to qualify for a refund.
I was charged twice for the same order.
This is likely a PayPal processing error. Please contact PayPal directly to resolve duplicate charges.
Shipping & Delivery
Why is delivery taking so long?
We ship via Royal Mail 1st Class Signed For. While they aim to deliver next working day, it can take up to 10 business days. If it hasn't arrived after 10 days, contact us for a resend.
Can you contact Royal Mail about a delay?
Unfortunately, we have the same tracking access as customers. Please contact Royal Mail directly for location-specific details.
My tracking says 'Delivered', but I haven’t received it.
Due to Royal Mail COVID policies, they may sign on your behalf. Please check with neighbours or household members. If still missing, contact Royal Mail for GPS delivery info.
I entered the wrong address. Can it be changed?
If your order hasn't been fulfilled, we can update it. If it’s been shipped, we’ll need to wait for it to be returned before resending it to the correct address.
Do you ship internationally?
Yes, we offer worldwide shipping. Please note that import/customs fees are the responsibility of the customer.
What shipping service do you use?
We use Royal Mail 1st Class Signed For, which usually delivers next day within the UK, depending on dispatch time.
Why hasn’t my tracking updated?
Royal Mail updates tracking only when a delivery attempt is made. If there’s no update, your parcel is still in transit.
Product Issues
I received the wrong item(s).
Please email us a photo of the items received along with your order number. We’ll arrange a replacement promptly.
My bottle is leaking.
You can return the leaking bottle for a replacement, or we can send a 3ml bottle to compensate for the loss, along with a new label.
My bottle arrived broken.
We’ll replace any damaged bottles. Please send a photo of the damaged item.
The roller has no ball/stick. Can I get a replacement?
Yes, we’ll send you a new roller insert if needed. Just email us with details.
My roller isn’t working.
The rollers may be tight from transit. Press the roller firmly on a hard surface to loosen it. If it still doesn’t work, contact us for support.
My label is poorly applied or damaged.
As our labels are applied by hand, imperfections may occur. We can send replacement labels or offer a bottle exchange if necessary.
Fragrance Questions
Why is my 12ml bottle weaker than the 3ml?
We use the same oils in all bottles. The 3ml bottle has a larger applicator, so you may be applying more at once.
Why does the scent fade quickly?
Perfume oils need warmth to activate. Apply generously to pulse points for best longevity.
Why is the oil colour different between bottles?
Batch colour may vary due to seasonal ingredient differences. The scent, however, remains consistent.
I don’t like the scent I ordered. Can I return it?
We don’t accept returns on opened products. Try our Discovery Collection before purchasing larger bottles.
Can I swap scents in the Discovery Collection?
No, the Discovery Collection is a fixed set. You can buy individual 3ml samples separately.
My 12ml smells different from my 3ml.
We use the same oil, but if you suspect an error, send the bottle back and we’ll inspect and replace if needed.
Are your perfumes vegan and cruelty-free?
Yes. We use a mix of natural and synthetic ingredients, and all products are 100% vegan and cruelty-free.
Other
I’d love to leave a review — how can I do that?
We’d love that too! You can leave a review on:
Need further help?
📧 Email: sillauralondon@gmail.com