Support
How Can We Help?
Choose the path that fits you. Home customers and commercial accounts each have a dedicated team.
Home Customers
Support for Your Home
Orders & Shipping
Order status, delivery times and shipping questions.
Product Support
Help with your Mistella diffuser or system.
Using Your Diffuser
Setup, intensity settings, scheduling and app control.
Fragrance Questions
Notes, coverage, compatibility and refills.
Returns
How to start a return and what to expect.
Warranty
Coverage details and how to make a claim.
Business Customers
Support for Your Property
Business Support
Dedicated help for commercial accounts.
Maintenance Requests
Schedule service or report an equipment issue.
Commercial Accounts
Account management, replenishment and programs.
Contact Mistella
Reach our team — we respond within one business day.
FAQ
Questions, Answered
The questions we hear most from home customers and commercial clients. Can’t find what you need? Send us a message and we will respond within one business day.
What does Mistella Scents offer?
Mistella provides premium scenting for homes and commercial properties. Home customers can order diffusers and fragrances online. Businesses receive a complete managed scenting program: consultation, scent selection, system design, professional installation, fragrance replenishment and ongoing maintenance and support.
How do Mistella diffusers work?
Our systems use waterless technology to release fragrance as a fine, dry mist, so there is no water to refill and no residue. Coverage depends on the system and the space: each product page lists the environments it is designed for, and for larger properties we recommend the right equipment during a consultation.
Which fragrance should I choose?
Start with the mood you want the space to have. Our collection is organised into families such as Fresh, Floral, Woody, Warm, Citrus, Clean, Relaxing and Hotel Inspired, and every fragrance is presented with its notes, suggested environments and compatible systems. Explore the Fragrances page, or ask our team for a recommendation.
Can I use the same fragrances at home and in my business?
Yes. Consumer sizes are available to order online for Mistella home diffusers. For commercial properties, fragrance is supplied as part of a scenting program, matched to your equipment and replenished on schedule.
What is included in a commercial scenting program?
Everything needed to keep your property scented consistently: a consultation and property assessment, scent selection, system design and placement, professional installation, scheduled fragrance replenishment, and maintenance and support for the equipment. Programs are customised to your property and reviewed with you before anything is installed.
Can you scent a large property or a whole building?
Yes. Alongside standalone systems for individual rooms and full environments, we offer large commercial and HVAC-connected solutions for hotels, casinos, senior living facilities, large offices, multifamily buildings and large retail spaces. A consultation determines the right coverage for your space.
How do I get a consultation or commercial pricing?
Use the consultation form on our Business Solutions page or send us a message below. Tell us about your property and goals, and we will respond within one business day. Larger systems and managed programs are priced by consultation.
How can I check on my order or delivery?
Your order confirmation includes the details of your purchase and delivery. If anything looks wrong or you need to change something, contact our home support team with your order number and we will help.
How do I start a return or make a warranty claim?
Contact us using the form below with your order number and a short description of the issue. Our team will confirm what is covered for your product and walk you through the next steps.
What if my diffuser or system isn’t working properly?
Home customers can reach our product support team for help with setup, intensity settings, scheduling and troubleshooting. Commercial clients with a scenting program can submit a maintenance request, and Mistella takes care of service and equipment support.
Contact Mistella