Frequently asked questions

Cold-air diffusion turns fragrance oil into an ultra-fine, dry mist without water or heat. This distributes the fragrance evenly without diluting the oil.

The Pure One uses fragrance oil directly instead of mixing it with water. It is cordless, rechargeable and designed for controlled scenting with less daily preparation.

The Pure One is designed for rooms up to approximately 100 m². Results vary with the layout, ceiling height, ventilation, placement and selected intensity.

Yes. The diffuser is designed for quiet everyday use.

Charge the Pure One with the included USB-C cable, then use it cordlessly. The remote controls the diffuser and lets you select a 1, 4 or 8-hour timer.

Choose a diffuser on its own if you already have a suitable Pip & Wells fragrance oil. A complete set gives you everything needed to begin. The exact fragrances included are shown on the selected product page.

Pip & Wells offers a growing collection of hotel-inspired fragrances, from fresh and airy to warm, deep and elegant. The fragrance collection always shows the current range.

Start with the atmosphere you want to create. Fresh, airy fragrances suit light and open spaces, while warmer, deeper fragrances feel more intimate. Compare the scent notes and descriptions to find your preference.

No, we do not currently offer samples or scent testers. To help you choose, every fragrance page includes a detailed description of its scent profile and notes. If you want to experience several fragrances at home and start with a complete set, we recommend the Pure One Gift Set: the Pure One aroma diffuser with three of our most popular hotel fragrances. This lets you experience different scent directions in your own space and calmly discover which fragrance feels right for you. Still unsure? Our customer service team will gladly help you choose based on the atmosphere and scent notes you prefer.

With typical home use, a 120 ml bottle usually lasts approximately 2 to 4 months. The exact duration depends on room size, intensity, timer, ventilation and frequency of use.

We recommend Pip & Wells fragrance oils. Oils with a different viscosity or composition may diffuse poorly, affect performance or damage the device.

You can change fragrances, but we do not recommend mixing different oils in the same bottle. Follow the cleaning and fragrance-change instructions before inserting another scent.

Keep the diffuser upright, use suitable fragrance oil and clean the internal fragrance feed as described in the manual. Regular care helps prevent build-up and keeps diffusion consistent.

Yes, this is completely normal and safe. These white flakes or crystals can occur in our The One fragrance and are caused by a natural citrus-derived component in the fragrance oil. Temperature changes can cause this component to crystallise, so the particles may float freely in the liquid or lightly settle together. This is a completely natural process and poses no risk to your health. The particles will not clog your diffuser, so you can continue using the bottle as usual. Our other fragrances do not contain this component and therefore do not show this effect.

Yes. Our fragrance oils comply with the applicable IFRA Standards for their intended use in waterless aroma diffusers. We maintain the relevant IFRA compliance documentation for our fragrance formulations.

You will receive an order confirmation by email after a successful checkout. Check your spam folder if it has not arrived after a few minutes.

Contact us as soon as possible with your order number. We will try to change or stop the order, but may be unable to stop a parcel once processing starts. This does not affect your statutory right of withdrawal; see our Return & Refund Policy.

Contact us immediately with your order number and the correct address. We will try to update it, but this is no longer possible once processing or shipment has started.

If an ordered item unexpectedly becomes unavailable, we will contact you about an alternative, an adjusted shipment or a refund for the affected item.

Orders are shipped from the Netherlands. Delivery timing depends on destination and availability. See Shipping & Delivery for delivery information. Shipping costs are shown at checkout.

You will receive tracking information by email once your order has been dispatched. It can take a few hours before the carrier shows the first update.

Notify us within 14 calendar days after delivery if you wish to withdraw, then send the goods back within 14 days of notifying us. You pay return postage when you change your mind; we cover necessary return costs for incorrect, damaged or faulty goods covered by your rights. You may inspect the goods as you would in a shop; excessive handling may reduce your refund. See our Return & Refund Policy. Your statutory rights remain unaffected.

Contact us as soon as possible with your order number, a short description and clear photos of the parcel and products. We will review the issue and arrange an appropriate solution.

The Pure One includes a 1-year Pip & Wells warranty against manufacturing defects, starting on delivery. Damage caused by unsuitable oils, liquids, drops, incorrect use or normal wear is not covered. Your statutory rights remain unaffected. Any longer warranty promised when you purchased remains valid.