Frequently Asked Questions
Frequently Asked Questions — Toya Shop
Updated: June 2026
Toya Shop (toyashop.ro) is the authorised Romanian retailer of Erbolinea Italian home fragrances, operated by RELAXITY S.R.L.
Can't find your answer here? Write to us at office@toyashop.ro or call 0744 334 507 (Monday–Friday, 09:00–17:00 EET).
Products & Usage
1. What does the volume (ml) of a diffuser mean? How long does it last?
The volume of essential oil in a reed diffuser determines how long the fragrance remains active in the room — not its initial intensity.
| Volume | Estimated duration | Recommended room size |
|---|---|---|
| 100 ml | ~4–6 weeks | Bathroom, hallway, small office (10–20 m²) |
| 200 ml | ~8–12 weeks | Living room, bedroom, office (20–40 m²) |
| 500 ml | ~16–24 weeks | Large spaces, open plan (40–80 m²) |
Duration varies depending on the number of reeds inserted, room temperature, air circulation, and humidity. Fewer reeds extend the life of the oil; more reeds intensify the fragrance in the short term.
2. How do I use a reed diffuser correctly?
- Remove the safety cap and insert the reeds into the bottle — 4–6 for a subtle scent, more for greater intensity.
- Flip the reeds after the first 24 hours to activate the fragrance quickly; after that, flip them once a week.
- Place the diffuser on a stable surface, away from direct sunlight and heat sources.
- Avoid placing it near ventilation systems or frequently opened doors — air currents accelerate evaporation.
- Lacquered or painted surfaces may be affected by direct contact with the oil — place the diffuser on a tray or stand.
3. How do I choose the right volume for my room?
A simple starting point: 10 ml per 1 m². If the space is open plan, has high ceilings, or has active ventilation, go one size up. If you prefer a stronger scent from the start, choose a larger volume and use more reeds.
Not sure? Write to us with your room's floor area and ceiling height — we'll recommend the right option.
4. Are refills available for the diffusers?
Yes. The Erbolinea range includes refill bottles compatible with the standard diffuser bottles in the collection. Refills are available in the same fragrances and let you reuse the glass bottle and stand, reducing packaging waste and cost per use.
How to use a refill: 1. When the bottle is empty, rinse it gently with warm water and allow it to dry completely. 2. Pour the refill into the bottle. 3. Replace the reeds with fresh ones — used reeds become saturated and no longer diffuse effectively.
Check the product page for compatibility — not all formats have a refill available. If the fragrance you want is out of stock, let us know.
5. How long does the fragrance last after opening?
Erbolinea products are formulated to maintain olfactory quality throughout their entire use, provided they are stored correctly:
- Away from direct sunlight — UV rays degrade essential oils.
- At room temperature (16–25°C) — excessive heat accelerates evaporation.
- With the cap on if you are not using the diffuser for an extended period.
The expiry period (PAO — period after opening) is indicated on the packaging by the open jar symbol with a number of months (e.g. "12M").
Orders, Delivery & Payment
6. How does delivery work and what are the costs?
We ship via GLS Romania, exclusively within Romania.
| Order value | Shipping fee |
|---|---|
| Over 250 RON | Free |
| Under 250 RON | 25 RON |
Estimated delivery times: - Orders placed Monday–Thursday before 15:00 → next working day - Orders placed Friday before 15:00 → Saturday or Monday - Orders placed Friday after 15:00 or at the weekend → Monday/Tuesday
You will receive an email with your AWB tracking number as soon as your order is dispatched. If it does not arrive within 24 hours, please check your Spam folder.
7. What payment methods do you accept?
We accept: - Bank card (Visa, Mastercard) — secure 3D Secure processing - Apple Pay - PayPal
All prices shown on toyashop.ro include VAT. There are no hidden charges — the amount in your basket is the final amount (plus 25 RON shipping if applicable).
We do not currently accept cash on delivery.
Returns & Warranty
8. Can I return a product if I change my mind?
Yes, within the statutory 14 calendar days from receipt of your order, without giving any reason — a right guaranteed by Romanian Law OUG 34/2014 and EU Directive 2011/83.
Mandatory conditions for return: - The product is unused, unsealed, and in its original intact packaging — with labels and seals intact. - It is accompanied by the original invoice or receipt. - You have notified Toya Shop by email before dispatching the parcel.
Unsealed or used products cannot be returned — by their nature (home fragrance), once opened they cannot be resold. This exception is explicitly provided for in Article 16(e) of OUG 34/2014.
How to initiate a return: Send an email to office@toyashop.ro with your order number and photos of the product and packaging. We will respond within 2 working days with shipping instructions.
Return shipping costs are borne by the customer (voluntary return). If the product arrived defective or incorrect, we cover all costs.
Authenticity & Authorised Retailer
9. Are the Erbolinea products on toyashop.ro genuine?
Yes, 100%. Toya Shop is the authorised retailer of Erbolinea (Italy) in Romania. All products are sourced directly from the manufacturer, delivered with compliance documentation and original factory-sealed packaging.
We do not sell counterfeit, grey-market, or reconditioned products. If you have any concerns about the authenticity of a product you have received, contact us immediately — we will investigate and resolve the matter.
10. Why do prices on toyashop.ro differ from other websites or marketplaces?
As an authorised retailer, our prices reflect: - Guaranteed authenticity — original products direct from the manufacturer - Real after-sales service — returns, statutory warranty, and support - Full tax compliance — a VAT invoice issued for every order - Local stock in Romania — no lengthy import times or surprise customs charges
Significantly lower prices on other platforms may indicate counterfeit, expired, or refilled products.
Longevity & Tips
11. How long does an Erbolinea scented candle last? How should I care for it?
Burn time depends on the candle's weight and conditions:
| Weight | Estimated burn time |
|---|---|
| 150 g | ~30–35 hours |
| 250 g | ~50–60 hours |
| 450 g | ~80–100 hours |
Tips to extend the life and quality of your candle: - First burn: Burn the candle until the entire surface layer of wax has melted (2–3 hours). This prevents tunnelling and ensures even burning throughout the candle's life. - Trim the wick to 5 mm before each use — an overly long wick produces black smoke and uneven burning. - Do not burn for more than 4 consecutive hours. - Never leave a burning candle unattended.
12. The fragrance seems weak after a few days — what can I do?
This is a normal phenomenon of olfactory adaptation — your nose gets used to the scent in your own space and perceives it less acutely. A few solutions:
- Flip the reeds (for a diffuser) — a fresh flow of oil immediately reactivates the fragrance.
- Air out the room for 10–15 minutes and come back — the contrast with fresh air restores your perception.
- Check the number of reeds — if you have few and the room is large, add 1–2 more.
- If the diffuser bottle is empty or nearly empty — it is time for a refill or a new bottle.
If the fragrance has completely disappeared and the product is new or nearly new, write to us at office@toyashop.ro — we will assess the situation.
Your Rights & Contact
Alternative Dispute Resolution (ADR/ODR)
If an issue remains unresolved after contacting the Toya Shop team, you have access to:
- ANPC (Romanian National Authority for Consumer Protection): anpc.ro | SAL complaints: reclamatiisal.anpc.ro
- EU ODR Platform (Online Dispute Resolution): ec.europa.eu/consumers/odr
Contact
Toya Shop Email: office@toyashop.ro Phone: 0744 334 507 Hours: Monday–Friday, 09:00–17:00 EET
RELAXITY S.R.L. VAT No.: RO30533870 | Reg. No.: J05/1309/2012 | EUID: ROONRC.J5/1309/2012 Registered address: Strada Vlădeasa 14, Oradea 410222, Bihor, Romania IBAN: [TODO: confirm from Gossip] | Bank: [TODO: confirm from Gossip] VAT registered: [TODO: confirm from Gossip — yes/no]
Toya Shop is the authorised Romanian retailer of Erbolinea Italian premium home fragrances, operated by RELAXITY S.R.L.