Refill FAQs

When will my order be delivered?  

Our delivery days are currently Tuesday evening and Friday afternoons, although these days are subject to change.  If you have provided us with a mobile number we will send you a text the day before your delivery day to confirm and to remind you to put your empty bottles out!

 

What if I forget to leave my empty bottles out from my previous order?

If you forget to leave your empties out, don't worry!  We can always knock and ask you for them!

 

Can you deliver to my apartment?

Yes so long as there is somewhere to leave your order or someone in to accept the order, we can deliver to most places.

 

Can I designate a safe place for you to leave my order rather than it be left on my doorstep?

Yes, at checkout you will notice a ‘notes’ section.  Just leave any delivery information in there for us. Make sure you leave any empty bottles in your safe place ready for us to collect!

 

Do I need to be at home at the time of the delivery?

Not necessarily.  Orders are normally left on doorsteps or designated safe places.  If you would prefer to be in when we deliver your order, then please just leave a note on the order for us to ring the doorbell.  If your order is large, we will use our initiative and ring the doorbell!

 

Can I collect my order instead?

Of course, just place your order as normal but pop a note on it to state it is for collection.  We will then email you with collection days and times once your order is ready.

 

Why do I need to pour the liquids into my own reusable bottles?

Our glass bottles are for delivery only, the products should be emptied into your own bottles to prevent any damages to the delivery bottles.  Once emptied pop the delivery bottles to one side and pop them out when we next deliver.

 

Can I order other non refill products off your website to be delivered with my refills?

Of course you can!  Just add any other products to your order and check out as normal.  If you have a large order, we would recommend you are either at home on your delivery day or that you designate a safe place for us to leave the order.

 

Is there any commitment?

Absolutely not.  If you don’t wish to place any future orders then just drop us an email at hello@theecofriendlylivingco.co.uk and we will arrange to collect your empty bottles and refund your £5 bottle deposit.

 

Why do you ask for a £5 bottle deposit?

The whole reason we do our refill service is to encourage people to ditch the plastic, this is why we refill our products in glass bottles rather than cheaper plastic bottles.  The deposit helps to not only cover this cost but is also an added incentive for customers to return them to us so it therefore helps us to reduce our waste.

 

What if I forget to add on the £5 bottle deposit?

Don’t worry, we will send you an invoice before delivery is made.  Unfortunately, we can not deliver your order before this deposit is received.  If your deposit is not received within 7 days after the invoice has been received we will refund your refill order.

 

How do I get my £5 deposit back?

If you have decided not to use our service any longer then its no problem!  Please just email hello@theecofriendlylivingco.co.uk with ‘Deposit Return Request’ in the header and we will send you further instructions.  Upon collection of your empty glass bottles, we will refund your £5 deposit straight away- no hard feelings!

 

Do I need to return all the bottles at the same time?

Not at all.  To avoid breakages, we recommend emptying the products out of our glass bottles and into your own bottles.  However, if you have not been able to for one reason or another, just leave out the bottles that are empty when we next come to deliver.

If you decide to no longer use our service then all the bottles we provided you with will have to be left outside in order for your £5 deposit to be returned.

 

Can I provide my own bottles to be refilled?

For safety and hygiene reasons, we only refill in our own bottles.

 

What covid protocols are in place?

All bottles are fully cleaned and sanitised before being refilled and we offer covid safe doorstep delivery so you don’t even have to be in when we deliver!

 

How do you choose the products you stock?

When I first launched The Eco Friendly Living Co in March 2020, I sold eco-friendly cleaning products in recycled plastic bottles but even the fact the bottles were made out of recycled plastic did not sit well with me so I stopped selling them.  Ever since, I have been looking for an alternative solution and refills is just that!  When I look at potential stockists they need to match up to our eco-friendly values:

- Products that are better for us, our families & the planet

- Reduced or no single use plastic

- Cruelty free

 

Do you have insurance?

We are fully covered with full public liability and product insurance up to the value of £2 million.  Please email hello@theecofriendlylivingco.co.uk should you wish to see the certificate.

 

Can I return or exchange a refill?

Unfortunately, due to safety regulations we cannot accept returns or exchanges on liquids or foods.  However, if you wish to return one of our other products then we will happily exchange it at your next order provided it is unused and still in the original packaging.  If we have mistakenly delivered the wrong product or there is a fault, we will happily exchange it or offer a refund.  Please just email hello@theecofriendlylivingco.co.uk with your order number and address to initiate a refund.