We’re here to help! Reach out to us any time:

• Email: charlotte@diemscents.com
• Contact Form: Available on our website
• Live Chat: Chat with us instantly here on the site!

We’ll get back to you faster than you can say “fragrance fan!”

Our fragrance finder algorithm encodes modern fragrance knowledge from leading industry experts into a digitised recommendation engine, providing key insights based on customer input to identify
suitable fragrances that match consumer interests. The system uses multiple data points to correlate preferences with DIEM’s fragrance offering, providing a personalised and unique start to fragrance discovery.

Right now, we’re 100% online! By cutting out third-party retailers and distributors, we can keep our prices accessible while delivering the highest quality products directly to you. This means no long lines, no in-store hassle—just pure fragrance fun from the comfort of your home.

Yes, 100%! All of our fragrances are cruelty-free, and we don’t use any animal-derived ingredients. So you can smell great and feel good, too.

Our fragrances are designed for lasting power, so you’ll smell fabulous all day. All our fragrances are Eau de Parfum with a minimum 20% concentration. While longevity can vary depending on the scent, we suggest applying your fragrance on moisturised skin for the best results.

Absolutely! We believe in luxury without compromise. All of our fragrances are crafted by world-class perfumers at a renowned fragrance house, who create scents for some of the most famous brands out there. And here's the kicker: every fragrance we offer is exclusive to DIEM. No price tags holding us back—just the finest quality fragrances we can bring to you!

Great question! A 10ml vial should last about 4 to 6 weeks on average, depending on how often you apply. If you like to use it more generously or apply it daily, it could last closer to 4 weeks. But don't worry, you'll be enjoying it every step of the way!

Yes! All of our fragrances meet the stringent regulations required for cosmetics sold in the UK. We list any known allergens on the label, but if you have sensitive skin, we always recommend testing a sample first. If you’d prefer to avoid direct skin contact, you can also try spraying on an item of clothing—but just a heads up, some fragrances may stain lighter fabrics.

When you join the CLUB DIEM, you'll first receive a CLUB Starter Kit.

This includes;

• a fragrance case of your colour choice
• one or two of your chosen 10ml
• plus two 2ml samples of new scents for you to try.

After your CLUB starter kit you’ll receive a 10ml refill of your choice delivered to you based on the order frequency you have selected. You can update your scent preferences and order cadence at any time from your account dashboard here.

It’s all about you! When you sign up you can either select the scents yourself or you can answer a few questions about yourself and our fragrance finder will recommend fragrances that match your unique taste.

Our fragrance finder algorithm encodes modern fragrance knowledge from leading industry experts into a digitised recommendation engine, providing key insights based on customer input to identify
suitable fragrances that match consumer interests.

The system uses multiple data points to correlate preferences with DIEM’s fragrance offering, providing a personalised and unique start to fragrance discovery.

You can update your preferences at any time, and you'll also have the option to try new samples regularly to discover new favourites.

Absolutely! You’re in full control. You can pause or skip a month anytime through your DIEM dashboard here and click on the subscription tab.

When you pause, you won’t be charged, and your deliveries will pick up where they left off once you reactivate.

No hassle here! Just log into your DIEM Dashboard here, go to the subscription management section, and hit cancel. Your subscription will be cancelled right away, and you won’t be billed for future shipments.

If you have a delivery scheduled within 14 days, it’ll still be sent to you unless you cancel before the shipment cut off date.

You can easily update your scent preferences at any time by logging into your DIEM account and navigating to the preferences section. Here, you can adjust your fragrance profile based on your changing tastes, ensuring that you always receive scents that match your current preferences. Access your account dashboard here.

We want you to love every scent you get! If you’re not a fan of your latest fragrance, let us know within 14 days. We’ll help you exchange it for something that better fits your vibe, or we can offer you a credit towards your next purchase. We’ve got your back!

If you’ve changed your mind or need to make a tweak, shoot us an email at charlotte@diemscents.com as quickly as possible. Please note that we can’t always guarantee changes once the order’s been placed, but we’ll do our best to help.

To ensure you receive your desired products, any changes or cancellations to your order must be made at least 48 hours before your next scheduled shipment. If changes are made after this time, they will apply to the following shipment instead.

We love the idea of going global, but right now, we only offer shipping within the UK. If there’s enough demand, we’ll definitely look into expanding internationally in the future—so stay tuned!

We want you to love your DIEM fragrance! If you’ve purchased a 10ml bottle directly from us and you’re not in love, we do accept returns within 30 days of delivery. Here’s how it works:

1. Contact charlotte@diemscents.com.
2. We’ll send you a prepaid return label.
3. Return your unused item, with the labels and packaging intact, and we’ll take care of the rest.

Just a heads up: if the item isn’t in re-sellable condition, we might not be able to process your return

We’re on a journey to make our packaging as eco-friendly as possible. While we’re not perfect yet, we’re constantly improving and exploring sustainable options to reduce our environmental footprint.

Less Packaging, More Impact

We’ve designed out excess wherever possible:
✔️ Club box: Combines an outer mailer and tray, cutting down on unnecessary packaging.
✔️ Fragrance cases: Ship without extra packaging—they’re built to travel without it.
✔️ Ongoing improvements: We’re actively exploring more sustainable solutions for pumps, caps, nozzles, and refillable options.

We know there’s always more to do. If you have ideas or solutions, we’d love to hear from you. Email charlotte@diemscents.com to share.

Materials We Use

• 10ml Vials: 100% glass & fully recyclable.
• 10ml Boxes: FSC-certified, made from 100% post-consumer recycled paper.
• 10ml Lids: 98% aluminium & recyclable, but contain plastic washers—we’re working on a better alternative.
• Postcards: Fully recyclable, wood-free paper made with FSC-certified, elemental chlorine-free (ECF) pulp.
• Club Box: Fully recyclable, FSC-certified cardboard.
• Padded Mailer: 100% compostable, 100% recyclable, Plastic Free, Water Based-Inks
• Fragrance Case: 95% aluminium. It currently contains a plastic insert, and we’re actively working on a more sustainable alternative.