FAQ
General
Can I use my own jars?
Absolutely! On the Unlock Jars page, you have the option to unlock sustainable cotton bags instead of glass jars for the delivery of your produce. This allows you to transfer the refills from the bags into your own jars. While not all products can be delivered in cotton bags, some may require unlocking a jar. Our delivery preparation team will make the necessary adjustments to your delivery based on your selections to ensure a seamless experience.
What if I haven't finished the contents of a jar but want to order another product without paying for a new jar?
We understand that sometimes you may still have some product remaining in a jar while wanting to order additional items. To accommodate this, we offer a one-week grace period for returning the required jars. However, if the required jars are not returned upon the delivery of your next order, your account will require you to pay the jar unlock fee before placing any further orders. This policy ensures that we can continue to provide a sustainable and efficient service to all of our customers.
Ordering
How much must I spend before I can place my order?
We are currently in our testing period with a minimal product range so the current product minimum is £16.
What happens if I place an order for more refills than jars that I have unlocked?
If you order more refills than the number of unlocked jars you have, we'll include an additional jar(s) in your delivery to accommodate the extra items. You'll only be charged for the additional jar(s) needed.
How can I keep track of the jars I have unlocked to know what I can order?
You can easily keep track of your unlocked jars in your account. Simply log in and navigate to the "My Unlocked Jars" section, where you'll find a list of the jars you have unlocked, this feature will be updated soon to make keeping track of your jars easier.
What is the latest time I can check out my order for next-day delivery?
To ensure delivery at your selected slot, please place your order and complete the checkout process before our cut-off time, which is 22.00. Orders placed after the cut-off time will require you to select a new delivery slot.
Delivery
What happens if I miss my delivery?
If you aren't in for your delivery we will get in contact to reschedule a new delivery time but you may be subject to an additonal fee.
What if I won't be able to be at home for my scheduled delivery slot?
If you are no longer able to be in for the delivery slot you had selected please let us know as soon as possible. If it is not too late we will do our best to find you a new delivery slot when you are in but you may be subject to an additonal fee.
What happens if my delivery is late?
We strive to deliver your order on time, but sometimes unforeseeable circumstances like traffic can cause delays. Rest assured that our delivery drivers will do their best to inform you of any delays via a phone call. In case your order is delayed leaving our fulfillment center, we will notify you via SMS.
If you encounter any issues with your delivery, please do not hesitate to contact us using the form on our website.
Empty Jars Collection
What are the overflow bags I have been given?
The overflow bags are provided to accommodate any excess product that is still in your jars that you don't want to throw away to return the empty jar and not be charged. Simply place the overflow items in the provided bags, and we'll ensure they are collected along with your empty jars during the next collection.
Do I have to return all the jars I own when they are collected?
No, you are not required to return all the jars you own during the collection. We only collect the empty jars that correspond to the products you have ordered refills for. The jars you wish to keep can remain in your possession for future use.