Frequently Asked Questions

What products can I find at skuupm®?

skuupm® offers a curated selection of home fragrance and candle products, including scented candles, reed diffusers, wax warmers, fragrance accessories, and decorative aroma pieces designed for everyday home use.

Please check each product page for details such as fragrance notes, materials, size, color, capacity, and recommended use.

How can I contact skuupm®?

You can reach our customer support team at service@skuupm.com.

For order-related questions, please include your order number and a short description of the issue so we can assist you more efficiently.

How do I choose the right home fragrance product?

Consider where and how you would like to use the product.

Reed diffusers are suitable for continuous fragrance without a flame, while scented candles are ideal for creating both fragrance and warm ambience. Wax warmers can be used with compatible wax melts to change scents more easily.

We recommend reviewing the fragrance profile, product size, usage instructions, and room suitability shown on the product page before ordering.

If you need help choosing, contact service@skuupm.com and include links to the products you are considering.

How quickly are orders processed?

Most orders are prepared within 1–2 business days after payment has been successfully confirmed.

Orders placed during weekends or public holidays will normally begin processing on the next business day.

Order processing time is separate from delivery time.

How can I track my order?

Once your order has been shipped, tracking information will be sent to the email address used at checkout.

If you do not see the message, please check your spam or junk folder.

You can also contact service@skuupm.com with your order number if you need assistance locating your tracking information.

How long does delivery take?

Delivery times depend on your destination and the shipping service available during checkout.

The estimated delivery timeframe shown at checkout should be used as a guide. Once your parcel has been dispatched, the tracking page will provide the latest shipping updates.

Can I cancel my order?

If you would like to cancel an order, please email service@skuupm.com within 24 hours of placing it.

Please include your order number.

Cancellation requests submitted after this period may not be possible if the order has already entered preparation or shipping.

Can I update my shipping address?

Please contact us as soon as possible with your order number and complete corrected address.

We will check the status of the order and confirm whether the shipping details can still be changed.

Once an order has been processed or handed to the carrier, address changes may no longer be available.

What is your return period?

Eligible items may be returned within 14 days after delivery.

To qualify for a return, the product should be unused, undamaged, and returned in its original condition and packaging.

For fragrance products, candles, wax melts, and similar items, the product must not have been burned, melted, used, opened beyond reasonable inspection, or significantly altered.

Please review our Return & Refund Policy for complete return conditions and any product-specific exclusions.

Are opened fragrance products returnable?

For hygiene, safety, and product-quality reasons, certain opened or used fragrance products may not be eligible for change-of-mind returns.

Examples may include candles that have been burned, wax melts that have been used, reed diffusers that have been opened and used, or fragrance oils that have had their protective seal removed.

Eligibility will depend on the condition of the item and the terms listed in our Return & Refund Policy.

How do I request a return?

Email service@skuupm.com with:

• Your order number
• The item you wish to return
• The reason for the return
• Photos, if relevant

Our support team will review the request and provide return instructions when approved.

Please do not send products back before receiving return authorization. The return address provided by our team may be different from our registered business address.

Who pays for return shipping?

For standard change-of-mind returns, return shipping costs are generally the responsibility of the customer.

If the product is confirmed to be defective, damaged, or incorrect, our team will review the situation and provide the appropriate solution.

We do not charge a restocking fee.

When will I receive my refund?

Once your returned item has been received, we will inspect its condition.

If the refund is approved, it will normally be issued to your original payment method within 3–7 business days.

Your bank or payment provider may require additional time before the refunded amount appears in your account.

Original shipping charges are generally non-refundable unless otherwise required.

What should I do if my candle or diffuser arrives damaged?

Please email service@skuupm.com as soon as possible with your order number and clear photos of the product and packaging.

Examples may include:

• Cracked or broken glass containers
• Damaged candle jars
• Leaking diffuser liquid
• Broken lids, collars, or accessories
• Products damaged during transit

Our team will review the information and help arrange an appropriate replacement or other solution.

What if I receive the wrong fragrance or an item is missing?

Contact service@skuupm.com and provide your order number along with details of the incorrect or missing item.

Photos of the products received, product labels, and shipping packaging can help us verify the shipment more quickly.

How should I use scented candles safely?

Always place candles on a stable, heat-resistant surface and keep them away from curtains, paper, bedding, drafts, children, and pets.

Never leave a burning candle unattended.

Before lighting, trim the wick if required by the product instructions and follow any maximum burn-time guidance provided on the product page or packaging.

Allow the candle to cool completely before moving or handling it.

How do I use a reed diffuser?

Remove the protective seal or stopper, then insert the reed sticks into the fragrance liquid.

Allow the reeds time to absorb the fragrance and naturally disperse it into the room.

You may occasionally turn the reeds to refresh the scent, but take care to protect nearby furniture and surfaces from fragrance oil.

Always follow the instructions supplied with the product.

How should I care for wax warmers and wax melts?

Use wax warmers only as directed and with compatible wax products.

Keep the warmer on a stable, heat-resistant surface and away from flammable materials.

Do not overfill the wax dish, and allow melted wax and the warmer itself to cool before cleaning or handling.

Specific care instructions may vary by product, so please check the individual product page.

Where can I find fragrance and product details?

Each Shopify product page includes the available product specifications.

Depending on the item, information may include:

• Fragrance notes
• Product dimensions
• Capacity or weight
• Materials
• Candle burn guidance
• Wax type
• Reed quantity
• Recommended room use
• Care and safety instructions

If you need additional information before purchasing, email service@skuupm.com with the product name or product link.

How does skuupm® protect customer information?

Our Privacy Policy explains how customer information is collected, used, stored, and protected when you browse our Shopify store, create an order, or contact customer support.

For privacy-related questions or requests, please contact service@skuupm.com.