Frequently asked questions
Refill Collective offers a unique way to shop for everyday essentials, and we know you may have questions as you get started. We’ve answered the most common ones below, but feel free to message us if you need anything else.
Refills
How do I order a refill?
Each refill product will give you options of different refill quantities. We can refill partially empty containers.
Try to estimate how much you need but don't worry if you order too much, we'll issue a store credit for your next order if we can't deliver the amount that you have ordered.
Tip: Unsure of your container's capacity? Fill it with water, leaving space for the nozzle, then pour the water into a measuring jug to see how much it hold.
My containers aren’t empty yet, can you still refill them?
Yes, we’ll top you up (as long as it's the same product) so you never run out! But don't worry, you'll only pay for what you need.
Do my containers need to be labelled?
It's very helpful to our delivery drivers if you can label your containers, especially if you have ordered multiple refills. Chalk pens, permanent marker pens or sticky notes are perfect for this. If our driver isn't sure what to do, we’ll try to get in touch with you to check.
How do you accurately weigh refills on the doorstep?
We have digital weighing scales in our van which we use to supply the amount of product ordered. So you'll always get what you've paid for!
What if I forget to leave my containers out on delivery day?
Don’t panic! We carry some sanitised pre-loved containers in the van which we’ll use if you forget. Please return these containers to Refill Collective on your next delivery day or recycle them.
What if it’s raining or windy when you deliver?
Most orders can handle a bit of rain, but if your safe place is exposed or it's windy, please consider leaving out a waterproof bag or box for your delivery.
At times, we may also use pre-loved plastic packaging to protect your items – please re-use or recycle it afterwards.
Starter bottles
I'd like to buy a Starter bottle size or closure type which is not listed on your website.
We’ve created Starter bottles which we think will meet the needs of most households, but if you’d like a smaller/bigger bottle, or different closure type (e.g. a screw cap instead of a pump), feel free to send us a message and we’ll do our best to meet your requirements.
Why do you provide plastic Starter bottles – isn’t the idea to reduce plastic use?
Plastic isn’t always the enemy – it’s a low cost, non-breakable and hardwearing material that can last for a lifetime.
Our closures (pumps and sprays) are made from a single material and so are much easier to recycle when they come to the end of their life.
We are on a mission to reduce single use plastic waste and so these products support our mission as long as they are re-used.
What happens if the bottle pump or trigger spray need replacing?
Our pumps and trigger sprays are built to last, but we will provide a free replacement if you do experience any problems. Just send us a message and we’ll deliver a new one as quickly as possible.
Products
Where can I find the ingredient lists for each product?
Our ingredients page provides information about all our products.
Ingredients are also detailed on the relevant product pages for refills, starter bottles and samples.
How have you chosen your product range?
We have carefully selected products from suppliers who are committed to completely removing single use plastic from the supply chain, without compromising on product quality.
We’ve tested every product ourselves and we love them, but we always welcome your feedback. Feel free to send us a message.
I'd like to buy a refill product which you currently don’t offer.
We’d love to hear from you!
Send us a message to tell us about products which you’d like us to deliver and we'll do our best to find a zero waste supplier to put your ideas into action.
Many food products come in single use plastic - why aren't these available for delivery?
We’re always looking to expand the products we can offer through our refill delivery service. Dried food goods are high on our list, and we look forward to exploring them as we grow.
Delivery
How much do you charge for delivery?
Nothing! Delivery is completely free for every order, no matter the size. We never want our customers to run out of product and be forced to buy a new plastic bottle.
If possible, we kindly ask that you try to consolidate your purchases as much as possible. This helps us cover delivery costs and keep the service sustainable for everyone.
What areas do you deliver to?
We currently deliver to all addresses in LS16, LS18, LS19 and LS21 in the north of Leeds, West Yorkshire. Delivery slots are available every Monday and Friday.
Why are there no delivery slots available?
This means that all our delivery slots have been booked already. Please send us a message to let us know so that we can introduce more delivery slots and/or additional delivery days to meet demand.
Do I have to be at home when you deliver?
No, just leave your empty containers in your designated safe place by 9am and they’ll be waiting for you (nicely filled up!) when you get home.
Will you knock on the door when you arrive?
No, we won’t disturb you. We’ll just collect your empty containers, take them to our van to fill them up and then pop them back where they were. You’ll receive an email to confirm delivery.
Who will be delivering my order?
As a small local business, your order is most likely to be delivered by Becky – the founder of Refill Collective!
Our van is branded so it will be easily recognisable. If a different delivery driver delivers your order, please be reassured that all our drivers are fully insured and DBS-checked to keep you and your property safe.
Changes & cancellations
Can I change my order?
Yes, please follow these instructions.
Add an item to an existing order: Place a second order with the additional item(s). Use the discount code: FREEDELIVERYADDON so that you are not charged for delivery if the value of items is less than £10.
Remove an item from an existing order: Send us a message to cancel and refund your existing order. Then place a new order with the items you require.
Can I cancel my order?
Yes. Just send us a message at least 24 hours before your delivery and we’ll issue a full refund.
Can I change my delivery day?
Yes. Just send us a message us at least 24 hours before your delivery with your preferred delivery date and we'll update your order for you. Please be aware that it could be up to 7 days before we are next scheduled to deliver in your area.
Complaints
There’s a problem with my order.
We’re really sorry to hear this, please send us a message and tell us what’s gone wrong so we can put it right as quickly as possible.
Still got a question? Send us a message!