Norwich Refill Service FAQs

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Can I use my own bottle/jars/containers?

Absolutely! We should all aim to recycle and upcycle as much as possible whenever and wherever we can! 

For safety, we would ask and encourage you to label your containers clearly with your name and what you'd like in the container to save any mix ups. We can email the product safety sheet (including ingredients list) to you upon request. 

My bottle is 450ml, can I refill this?

Yes you can. We have a 50ml option in each refill product. For a bottle of 450ml simply add a 400ml quantity to cart as well as a 50ml quantity.

We use scales to fill containers working on a 1ml = 1g policy.

I work during the day, do I have to be at home during my delivery time slot?

You don't have to be at home, just make sure you leave your clean bottles somewhere safe for us to pick up and refill by 8am. We'll drop them off in the same spot the next day.

Please leave a note on the cart page with any information we need to know (safeplace location).

What happens if I forget to leave my bottles out?

If you are getting refills and you haven't left your bottles outside from 8am on your pickup day, we will refund your order but not your delivery fee.

You will then need to reorder your refills.

If you're ordering new bottles and plastic free products, if we have your instruction to do so, we will leave your order in a safe place.

Will I be able to buy extras when you're at my door?


Unfortunately not at the start. Unlike our Saffron Walden service, we will not be carrying any stock with us when picking up and dropping off refills.

I have skin allergies, are these products safe for me?

While our products are free from nasty toxins and are allergy safe, please email or message us on social media and we will do our best to accommodate.

I like to smell products before I commit to buying, is this allowed?

In the current situation with COVID, we will not be able to let customers smell the products prior to buying. This is something we will do in the future via little testing jars!

I'm just outside the postcode areas, can I still use this service?

We want to help as many people as possible reduce plastic waste! While there has to be a limit, we will always try to accommodate. Please email and we will see what we can do.

If you are outside our local delivery radius, we have a nationwide refill service which may be helpful! This works on a closed loop system too.


Given the current situation, how will you ensure I'm safe? 

We will wear our reusable masks for deliveries and will make sure we sanitise between visits and when refilling back at base.

All our high standard, normal hygiene procedures will also be followed. 

You use a non-electric car, what about emissions?

Unfortunately, as a small independent business, the cost of an electric vehicle that would fit our needs is too high at the moment. We will keep a close eye on the market and it is our goal to eventually offer carbon neutral deliveries.

As a result, we are still planting one tree for every order over £10 with our partners TreeApp

By delivering to certain areas/postcodes on different days, and by planning our route efficiently, we will always try and keep our miles to a minimum. 

If you have any other questions, please feel free to drop us a line at