Contact us
We absolutely love to hear from our Inner Circle of LussoLovelies and new friends who are just as fanatical as us about making their homes feel wonderful and are curious about our products.
However, we must make you aware that we are just a small family business, and making products and getting orders out quickly for you will always take priority. This means we tend to respond to queries once a day, at the end of the day, to make the best use of our time, so please be patient with us. The more information you provide at the start, the easier it will be to resolve your query quickly.
How can we help?
Please include as much information as possible so we can help you quickly.
Frequently asked questions
When will my order be dispatched?
We make, finish and pack orders as quickly as possible. At normal times, orders are dispatched within a maximum of three business days of being placed. Our current dispatch timing and any temporary launch updates are always shown in the notice at the top of the website.
As soon as your parcel leaves us, you will receive a dispatch email with the available tracking information. This can go to your spam or junk folder, so please check there before contacting us. You can also log in to your account at any time. The status of your order will be shown alongside the tracking link once it has been dispatched.
Please do not contact us about the dispatch of your order until the current dispatch time has passed. Queries received before that time will be deleted automatically by our system to help us manage our time.
If you are contacting us about an order, please include your order number so we can find it quickly.
How do I use my candle?
Always place your candle on a stable, heat-resistant surface and follow the safety label. Trim the wicks to approximately 5 mm before each burn and allow the wax pool to develop evenly, without burning for longer than the label recommends.
On the first burn in particular, allow the entire surface of the candle to melt fully to the edges before extinguishing it. This prevents tunnelling, where the wax burns down around the wick but leaves the surrounding wax unmelted. Tunnelling can cause the candle to burn unevenly and may eventually drown the wick.
Once the melt pool has reached the edges of the candle, extinguish it after no more than one further hour and allow the wax to set and cool again. This helps you get the maximum lifetime from your candle. If the candle is left burning for too long, the wick can overconsume the wax and fragrance oil, causing the candle to burn down too quickly and the flames to become too large or unstable.
How do I order refills for my candle?
We currently offer two candle sizes: CLASSICA and GRANDE. Each candle product page includes a refill option. Simply choose your scent and select the refill option; it will be made to order to fit that exact FINALI candle jar.
Please use only a refill that we have confirmed is suitable for your FINALI vessel. If you purchase a refill for another jar, it is highly unlikely to fit and it has not been tested to work safely in other vessels or sizes.
Read our illustrated guides for CLASSICA candles and GRANDE candles.
How long do your reed diffusers last?
Our 100 ml reed diffusers are designed to fragrance for approximately 9 to 12 months. Room temperature, airflow, reed turning and placement all affect how quickly the oil is used. Warm rooms, direct sunlight and strong draughts can shorten the life of a diffuser.
It is best to avoid corners, high shelves, windowsills and radiators or radiator shelves, as these locations can make the oil evaporate and the reeds dry out too quickly. Reed diffusers work best where the air around them is frequently moved or disturbed by natural movement, and when the reeds are rotated occasionally to keep them moist.
How do I replace the bulbs in my electric wax warmer?
Switch off and unplug the warmer, then allow it to cool completely. Replace the bulb only with the exact type and wattage shown on the warmer or in its original instructions. Never exceed the stated wattage.
You can find the correct bulb for your wax warmer listed on the relevant product page on our website. We cannot advise on warmers that we do not provide. If you are unsure about a FINALI warmer, attach a clear photograph of the warmer and its specification label to the form above and we will help identify the correct bulb.
We advise purchasing replacement bulbs online, as this is usually the most affordable option. All warmers are supplied with at least one bulb to get you started. Bulbs are delicate by nature and should be handled carefully, ideally while wearing gloves or using a tissue to avoid degrading the delicate glass.
The bulb supplied with each warmer is provided as a courtesy to get you started and to demonstrate its correct placement. Because bulbs are delicate and can occasionally be damaged in transit, we cannot guarantee that the complimentary bulb will arrive undamaged. Replacement bulbs are inexpensive and readily available.
How do I change wax in my wax warmer?
Allow the wax to cool slightly so that the dish is no longer too hot to touch. The disc of wax will usually slip out easily in one piece if you hold a piece of kitchen paper in your hand and press gently on one side.
If the dish is removable, a brief, gentle warm wash will clean it fully. Do not scrape or scour the dish, as this can cause damage. Our wax is soft and natural, so any residue should wash away easily.
Alternatively, while the wax is liquid, absorb it carefully with cotton pads before wiping the cool dish clean. Never use a knife or sharp tool, and never pour wax down a sink.
See our wax melt guide for more help.
What tealights should I use in my wax warmer?
Use a standard, unscented four-hour tealight only, unless the warmer instructions specify otherwise. Using a larger or scented tealight can create a fire risk by causing the burner to overheat or the fragrance oil in the wax to become flammable.
Do not use oversized, stacked or eight-hour tealights, as the additional heat can damage the warmer and create a safety risk. Keep the burner within sight and follow all safety instructions.
All wax burners should have a gap of approximately 10 cm or more between the base and the dish where the wax melts. If this distance is significantly less, the wax may melt too fiercely and the burner may present a fire hazard.
What is the best place to put a reed diffuser?
Choose a stable, protected surface where natural air movement can carry the fragrance through the room. Hallways and living spaces often work beautifully. Keep the diffuser away from direct sunlight, radiators, open windows and delicate or polished surfaces, and always use a protective coaster.
Read our reed diffuser guide for placement and care.
How do I look after my mist diffuser?
Unplug the diffuser before cleaning. Empty any remaining water, wipe the reservoir with a soft, damp cloth and gently clean the mist plate according to the product instructions. This usually involves covering the base of the reservoir with a solution of equal parts water and white vinegar. Do not turn the diffuser on while this solution is inside. The solution helps dissolve oil residue that can stop the small vibration plate from creating mist.
After 10 minutes, gently pour the solution away from the side opposite the vent to prevent water from splashing into the inside of the unit. Rinse, refill with fresh water and stay below the maximum fill line. Never immerse the electrical base. Regular cleaning helps prevent oil residue and limescale from affecting the mist.
If you overfill the unit, knock it over, or water enters the inner vent and leaks into the interior, unplug it and empty it immediately. Place the base upside down on kitchen paper and allow it to dry for at least 24 hours before attempting to use it again. This may help prevent damage to the internal components.
My mist diffuser has stopped working. What do I do?
First unplug the diffuser, empty and clean the reservoir and mist plate, then refill it with fresh water below the maximum fill line. Check that the lid is seated correctly and that the power connection is secure.
If it still does not work, use the form above and attach a photograph or, ideally, a short video showing the problem, together with your order number, and we can advise further.
Something is wrong with my order. What do I do?
If one or more items are wrong or missing from your order, please do not worry. Use the form above and send us a photograph of your delivery parcel that clearly shows the items inside the box, together with your order number.
Our packing station records both video and photographs of every order during packing and before the box is sealed. This means we can easily confirm any error we have made. We do occasionally make mistakes because we are human, just like you, and we will put things right quickly by arranging a replacement or refund.
If an item is faulty or damaged, you must photograph the packaging, the product box and the outer parcel as delivered and when first unpacked. This evidence is essential for us to investigate transit damage and raise a claim with the delivery company. Without it, we may be unable to establish when or how the damage occurred.
If an item is faulty, we will replace, repair or refund it promptly. Please complete the form above and include all the requested details and photographs so we can resolve the issue quickly.
My parcel has not arrived. What do I do?
Please use your tracking link to check where your parcel is. Sometimes a delivery has been attempted without you being aware, or the parcel may be waiting in your designated safe place. All parcels are tracked and are normally scanned with a geolocation and photograph at the time of delivery.
If your order is shown as delivered but you have not received it, please contact the delivery service used for your order, usually DPD, Royal Mail or Evri depending on your location, and provide your tracking number. This is normally the quickest way to begin an investigation. If the carrier declares the parcel lost, they will provide a lost-parcel reference. Send this reference to us using the form above and we can replace your order using the insurance included with every shipment.
To find your tracking link, check the email address used for your order, including your junk and spam folders. You can also find the tracking information in the account area of our website. If you have placed an order previously but have not yet created an account, create one using the same email address. Previous orders placed with that email address will then be available to view, together with their status and tracking information.