The questions we get most, answered plainly. If yours isn't here, email hello@fernwellco.com — we answer Monday to Friday and aim to reply within one business day.
Ordering and delivery
Where do you ship?
Australia and New Zealand. Shipping is free to both, with no minimum order. If you are somewhere else and want one, email us and we will let you know when we can get to you.
How long will my order take?
Orders are packed and on their way within 1 to 3 business days. From there it is 8 to 16 days to Australia and 6 to 14 days to New Zealand. Those windows cover the whole journey, from the moment you order to the moment it is at your door, and most orders arrive nearer the start of them.
Why weeks rather than days?
Orders are sent directly from our supplier rather than routed through a warehouse in Australia. That is the honest reason, and it is why we would rather publish the real window than a hopeful one. More on the shipping and delivery page.
Do I get tracking?
Yes, on every order. You will get an email with the link as soon as it is on its way, so check your junk folder for the first one. Tracking can sit still for a few days early on while a parcel moves between carriers. That is normal and it usually catches up.
Can I change my address or cancel?
If it hasn't shipped yet, email us straight away and we can almost always fix the address or cancel and refund you in full. Once it is in the post we can't pull it back or redirect it, so it is worth checking your details at the checkout.
The Fernwell Mist Diffuser
How long does it run on one tank?
Eight to twelve hours on a full 300ml tank, which is enough to run from dinner until well after you have fallen asleep without a refill. There is a timer for 1, 3 or 6 hours if you would rather it stopped sooner, and it shuts off on its own when the water runs low.
How much essential oil should I add?
Three to five drops in a full tank is plenty. More doesn't make the scent last longer — the oil and the water go out together, so a heavy dose mostly gives you an overpowering first twenty minutes. Our guide to using a diffuser covers this properly.
Is it quiet enough to leave running beside a bed?
That is what it was chosen for. It is ultrasonic, so it vibrates water into a cool mist rather than heating it. Nothing gets hot and there is no fan noise, just the occasional soft trickle as the tank settles.
Does it need an app or Wi-Fi?
No. Two buttons on the unit and a small remote. Nothing to pair, nothing to set up, and nothing that stops working if an app is discontinued. It runs on USB-C.
Which finish should I pick?
Light Oak, Dark Walnut and Speckled Stone. All matte, all the same rounded shape, roughly the size of a small teapot. Light Oak disappears against pale timber and white walls, Dark Walnut reads as furniture on a darker bedside table, and Speckled Stone is the quietest of the three next to ceramics and linen. If you are torn, email us and tell us where it is going. We would much rather spend two minutes on that than have you end up with the wrong one.
Is it a humidifier or an air purifier?
Neither. It scents the air and adds a little moisture close by. It will not change the humidity of a room and it does not filter anything.
How do I clean it?
Empty the tank and wipe it dry every few days, and rinse it with warm water once a week. No detergent, and nothing abrasive on the matte finish. Tap water is fine; if yours is hard, filtered water will keep the ceramic disc clear for longer.
Does it help with sleep or stress?
It is a diffuser, not a medical device. It does not treat, cure or prevent anything, and we make no health claims for it or for any oil used in it. What it does is make a room smell like something you chose, at the hour you would like to slow down. People find that a useful signal. That is as far as we will put it.
If something goes wrong
It arrived damaged or faulty
Email your order number and a couple of photos. If the box took a knock in transit, a photo of the box helps too, and if the fault only shows when it is running, a short video saves a lot of back and forth. Something small and we will repair or replace it. A serious fault and you choose: a replacement, or your money back in full. Get in touch within 14 days of it arriving for transit damage, as carriers are much easier to deal with inside that window. Later than that, still write to us — genuine faults aren't on a countdown.
It hasn't turned up
If tracking hasn't updated in a week, or the delivery window has come and gone, email us the order number and we will chase the carrier. If it is genuinely lost we will send another one or refund you in full, whichever you prefer.
Can I return it because I changed my mind?
No, we don't take change-of-mind returns. Every order ships individually and a returned item can't go back on a shelf we don't have, so taking them would mean charging everyone more to cover it. That is exactly why we would rather you emailed before ordering if you are unsure about a finish. Faults are a different matter and are covered in full by our returns policy.
When do refunds land?
Back to the card or account you paid with, usually within 5 to 10 business days of us processing one, depending on your bank.
Getting in touch
How do I contact you?
Email hello@fernwellco.com, or use the form on our contact page. Monday to Friday, usually within one business day.
Who are you?
Fernwell Co, a small store run from Brisbane. There is more on the about page.