Refill FAQs

Can I use my own containers?

Absolutely. In fact, we encourage it. Recycle and upcycle as much whenever and wherever possible! 

For safety, we would encourage to label your containers clearly to save any mix ups. We can email the product safety sheet (including ingredients list) to you upon request. 

My container is 350ml, can I still use it?

 

Of course! We have a 50ml option in each refill product. For a container of 350ml simply add a 300ml quantity to cart and a 50ml quantity to cart.

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

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 refill and put back.

We will always knock when we arrive/ finish refilling unless we know you're not in or you've told us not to disturb you!

What happens if I miss my delivery?

If you are getting refills and you haven't left your bottles outside from the start of your two hour window, we will refund your order but not your delivery fee.

You will then need to reorder your refills.

If you're ordering bottles and/or 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?

You can! We have a card terminal which allows us to accept all major payment cards at your door, including Apple and Android pay apps.

During this time we will not be taking cash to minimise risk. 

Let us know when we're there if you'd like anything else. We will also carry a small amount of stock from our online shop (beeswax wraps, bamboo toothbrushes etc.) so just ask and we will see if we've got it on board!

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 understand that postcode maps can get a little confusing! Some of our delivery areas may be further away from our CB11 hub, but maybe we haven't included your postcode. If this is the case, please feel free to drop us a line with your full address and we will get back to you as soon as we can.

Please note: we will be delivering within reason to areas surrounding our CB11 hub. 

I need a delivery slot outside the times on the website

As much as we would love for this to be our full time job, both of us have regular day jobs (Dan even has two!). If you do desperately need a slot, we might be able to accommodate, so it's always worth emailing in case we can fit you in!

Please note: you do not need to be in for us to refill - as long as you let us know and there is a safe place for us to return your refilled bottles to.

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

As mentioned previously, we will not be accepting cash, only card payments for extras bought ad hoc.

We will wear our reusable masks for deliveries and will make sure we sanitise between visits. 

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

We want to be open and upfront about our decision to buy a non-electric van. Unfortunately after scouring the web, there were no electric vans that would cover the mileage we would propose to cover and in our price-range.

As a result, we are still planting one tree for every order with our partners TreeApp. We have also chosen a smaller van with a smaller engine size to keep emissions as low as we can. 

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 www.greenpeareco.com