Frequently Asked Questions

Shipping FAQ’s

How long does it take for packages to ship?

  • Orders are typically fulfilled within 24-48 hours and delivered within five days after shipping.


I entered the wrong shipping address what do I do?

  • Please email us at immediately. We will attempt to change your shipping address. However, once your order has been shipped, there is nothing that we can do.


Can I schedule a delivery time?

  • We cannot schedule delivery times. Please make sure that there is someone home to bring your package inside once it is delivered. Once the shipping carrier has delivered your package, it is your responsibility to bring it inside safely. We are not responsible for stolen packages.


Why didn’t I get free shipping?

  • To get free shipping, your subtotal must be over $100 after promo codes are applied and before taxes are added.


How can I track my package?

  • Once your order ships, we will e-mail you a tracking number to track your order via the shipping carrier's website.


Returns/Exchanges FAQ’s

What is OHF’s return and exchange policy?

  • You have 30 days to request a return or exchange after receiving your item(s). To be eligible, your item(s) must be in the same condition as you received them, unused, and in original packaging. To find out if you are eligible for a return or exchange, please email with your order number and the details of your return. You are responsible for return shipping fees on returns and exchanges.


What is OHF’s refund policy?

  • Once we receive your returned items, we will inspect them to ensure that they are in the same condition as when we sent them to you. If they are returnable, we will initiate a refund for the amount of the returned item, plus taxes if applicable, to your account. Please allow up to 7 business days for it to post to your account. Shipping will not be refunded, and you are responsible for return shipping fees.


How do I cancel my order?

  • To cancel your order, please email within 24 hours of receiving your order confirmation so we can cancel your order before it ships out. If your order has already shipped out, please begin our return process.


Missing/Damaged Package FAQ’s

My package is missing, what do I do?

  • If your package is missing, please email us your shipping address and order number to We will obtain proof of delivery from the carrier. If the carrier confirms that your package was delivered to the wrong address or lost in transport, we will send you a replacement.


I think my package was stolen, what do I do?

  • If you believe your package was stolen, please email us your shipping address and order number at We will obtain proof of delivery from the carrier. If the carrier confirms that your package was delivered to the correct address, we will not send out a replacement. Once the carrier has delivered your package, it is your responsibility to bring it inside safely.


My Orleans products were damaged during delivery, what do I do?

  • If your products were damaged in transit, please take photos of the damaged products in the original shipping box and email them to with your order number and shipping address. Once we have confirmed your order details, we will send you a replacement or issue you a refund.


Sales/Promotions FAQ’s

Why isn’t my promo code working?

  • Please ensure that you enter your promo code once you proceed to checkout, where it says, "Gift card or discount code". If you enter the promo code in the “notes” section before checkout, the promo code will not be applied. If your code still isn't working, please double-check that you are entering the code with the correct spelling and capitalization, using a code for an active sale, and that all fragrances or products apply to the sale. If you are still having trouble with your promo code, please email


Can I use multiple discounts or promotional offers on a single order?

  • Unfortunately, no. Only one promotional offer can be added to each order. This does not include the automatic free shipping on orders $100 or over.


Are there any products I can't apply promos to?

  • Yes, the Signature Fragrance Bundle and the Signature Fragrance Bundle with Body are excluded from all promos (excluding free shipping promos) since they are already discounted.


Retail FAQ’s

Where can I buy OHF products near me?

  • For retail locations, please send an email to with a specific zip code, and one of our customer service representatives will send you a list of retail locations near you.


Holiday FAQ’s

When is the last day to order for my order to be delivered by Christmas?

  • The last day to ensure your order is delivered by Christmas is December 12th. Orders placed after the 13th may arrive after the 25th.


General Information


  • We ship with FedEx and USPS to ensure that your orders are delivered safely to your home, with the ability to obtain proof of delivery.

Order Confirmation

  • Once we have received your order, you will receive an order confirmation email. Please make sure that you receive this email. If you cannot find your confirmation email, it may have ended up in your spam folder. If you did not receive a confirmation email, please email

Order Note

  • Before submitting your order, you can add an order note. This is not where you insert your promo code, this is where you can add a note to your order for a friend or our shipping team. A note on your order will appear at the bottom of the packing slip. Prices may appear on the slip. Please note if you would like us to discard the packing slip before your order is shipped.


  • Orleans Home Fragrances is a cruelty-free brand. We do not test on animals.