FAQ
Everything you need to know about ordering, shipping and our products.
Orders & Shipping
How long does delivery take to the UK?
UK orders are typically delivered within 8-15 business days from the date of your order. This includes 1-2 business days for processing and 7-12 business days for shipping. Once dispatched you will receive a tracking number by email.
How long does delivery take to Europe (EU)?
EU orders are typically delivered within 7-15 business days from the date of your order. This includes 1-2 business days for processing and 10-15 business days for shipping. A tracking number will be sent to you by email once your order has been dispatched.
Do you offer free shipping?
Yes! We offer free standard shipping on all orders - both to the UK and across Europe. No minimum spend required.
Can I track my order?
Yes. Once your order has been dispatched you will receive a tracking link by email. Please allow up to 48 hours after dispatch for tracking information to become active.
Do you ship to the whole UK?
Yes, we ship to all addresses across England, Scotland, Wales and Northern Ireland.
Which EU countries do you ship to?
We ship to all EU member states, including the Netherlands, Belgium, Germany, France, Spain, Italy, Austria, Sweden, Denmark and more.
Will I be charged import VAT as an EU customer?
Orders shipped to EU countries may be subject to import VAT upon arrival. Any applicable charges are determined by your country's customs authority and are the responsibility of the recipient. This is typically a percentage of the order value and is collected upon delivery.
Products
Is the Rain Cloud Humidifier safe to use overnight?
Yes. Both models feature an automatic shut-off that safely powers the unit down when the water level runs low, so you can leave it running while you sleep with complete peace of mind.
Can I use essential oils?
Yes! Both humidifiers are aromatherapy-ready. Simply add a few drops of your favourite essential oil to the water for a relaxing, spa-like atmosphere.
Do both models come with a remote control?
Yes - both the standard and the Pro 500ml model include a remote control in the box, so you can adjust rain intensity, mist and lighting from anywhere in the room.
What is the difference between the two models?
The standard Rain Cloud Humidifier is USB-powered, compact and ideal for desks and bedside tables. The Pro 500ml features a larger water tank with 12+ hours of run time, comes with a UK 3-pin plug and is perfect for living rooms and bedrooms.
What plug does the Pro model use?
The Pro 500ml comes with a UK 3-pin plug included - ready to use straight out of the box, no adapter needed.
How many colour modes are there?
Both models feature 7 ambient colour modes so you can match the lighting to your mood or room decor.
Returns & Support
What is your return policy?
You have 14 days from the date of delivery to return your item, in line with UK and EU consumer law. Items must be unused and in their original packaging. Return shipping costs are the responsibility of the customer. See our full Return Policy for details.
What if my item arrived damaged or is defective?
We are sorry to hear that. Please email us at PureDropsCo@proton.me with your order number and a photo or short video of the issue. We will arrange a full refund or free replacement - no need to return the item.
When will I receive my refund?
Once your return is received and approved, your refund will be processed within 5-7 business days back to your original payment method. You will receive a confirmation email once it has been issued.
How do I contact support?
Email us at PureDropsCo@proton.me and we will get back to you within 24 hours, Monday to Friday.