What is your Return Policy?
If there is an issue with your product and the seal is still not broken, we will happily accept your return. Please send a message to firstname.lastname@example.org and we’ll get you sorted!
What Is Your Refund Policy?
If you’re not happy with our awesome products please send us an email email@example.com Due to the nature of the products we can only accept products that are unused with the seal intact.
Why don’t you use refill pouches?
For a myriad of reasons. Yes refill pouches use less plastic however they do not solve the underlying problem of single-use waste. All we are doing is replacing one container for another ☹ These plastics are also very tricky to recycle and need a specialist partner to properly dispose of, otherwise they’ll likely end in landfill or be incinerated. Secondly, refill pouches are made from plastic #7, the ‘other’ category. This is a mix bag of plastics that are typically multi-layered resins, including polycarbonates which in some cases could have trace amounts of hormone disruptors such as BPA amoungst others. This being said, we are always on the hunt for new materials and methods to distribute refills, if you know of any that are not harmful to humans or nature, do not add to the waste culture and do not need specialty conditions or partners to dispose of, please do let us know! We would love to investigate.
How do I use a discount code?
During the checkout process, you will come to a box that asks for your discount code. Please enter it in there :) If you’re having issues please do send us an email, firstname.lastname@example.org
How do I change my payment method?
You can update your payment method via your personal account portal. Go to your accounts page, under the payments section you can edit your payment details.
How do I change my delivery instructions?
Your delivery instructions can be changed in your account page. Go into your account portal, select the section the delivery section, here you can edit your address.
How do I input special delivery instructions:
If you would like to leave special delivery instruction or a ‘safe’ area to drop your products, please do so in your account portal under delivery instructions.
Do you have a phone number?
At this stage, we can only offer email support. You can get in touch with us about anything and everything. Please email us at email@example.com
I’m a brand and I’d love to partner, how do I get in touch?
We would love to hear from you if you are a sustainable brand, cruelty free and independent. Please contact us at firstname.lastname@example.org .
How do I unsubscribe from charrli’s emails?
You can unsubscribe from our emails by clicking the ‘Unsubscribe’ link at the bottom of our emails. Let us know at email@example.com if there are any issues.
Please note that you can’t unsubscribe from emails that are important notices regarding your subscription.
Why should I subscribe to charrli?
You are saving the world from waste. We use minimal packaging that gets reused. Each year the average person goes through 6000 single use bottles. Now we’ve all seen pictures of over-flowing landfills, the Great Pacific garbage patch and plastic literally everywhere, by refiling and reusing packaging you are not contributing to the problem. It’s time to start fresh on how we see packaging, let’s make it part of the solution.
Are your products organic?
As we have consciously curated some amazing natural brands for you, they all differ in their certifications. Some of the brands we offer are organic, some use organic ingredients so please check the information section for each product.
Are your products vegan?
As we have consciously curated some amazing natural brands for you they all differ in their certifications. Some of the brands we offer are vegan, a few are not as they use honey in the ingredients list. Please check the information section for each product.
Are your products tested on animals?
No, that is just gross! None of the products we offer are tested on animals. We love animals and don’t want them harmed.
How many times are the bottles reused?
Every time we get bottles back from you they go through an inspection process and are deemed fit for refill or not fit, If not fit we put them in the recycling bin. We reuse our glass bottles until they are classified not fit for use. Bottles are used upwards of 25x or more!
How do you clean the bottles?
We have a thorough cleaning and sterilization process to make sure every bottle we get back is fully rinsed and sterilized. We start by rinsing each bottle individually to get out the remaining product that still might be left in there. We then put the containers in an industrial glasswasher which goes up to a very high heat to kill any bacteria on the bottles. They are dried and refilled.
What happens to damaged products?
When a product is damaged we will complete a damaged product report to find out what happened. Please email as much information to firstname.lastname@example.org with the subject line ‘Damaged Product’ and we will come back to you as soon as we can.
What happens if I want to keep my bottle?
Our aim is to keep our packaging in circulation, so we encourage you to return the bottles for re-use.
However, you can keep your bottle (they’re pretty sleek aren’t they but you will lose your deposit (10%) put down on the bottle.
Do I need anything else to use my products?
Don’t forget to buy a dispenser - a pump or spray nozzle, we sell this separate from the bottles. Why? We want to cut down on waste, they are perfectly good to reuse indefinitely so just buy once or use your own.
How do you pick your brands partners?
We do a lot of research! We have key attributes we look for – sustainability, look at the ingredients list, meet with the brands owners and visit their workshop amoungst others. We make sure we have the same principals as our dedication to removing waste and being pro plant and pro humans is integral to us.
Why do you only partner with independent brands?
Independents have lovely people behind them and stories of passion that are so unique and inspirational. We aren’t looking for big corporate brands, they feel soulless and are more focused on mass production. It’s just not us. We want to partner with brands that bring joy to people’s lives through the products they make, these are the change-makers.
When will I be charged?
You will be charged on the day of your delivery date.
Of course you can, on your account page you can easily adjust you frequency in increments of 2 weeks.
How can I view my past orders or get an invoice?
You can view your past orders and print invoices by logging into your account and selecting the ‘Delivery History’ tab.
You are able to unsubscribe from our emails by clicking the ‘Unsubscribe’ link at the bottom of our emails - you can either unsubscribe to all or only certain emails. Let us know at email@example.com if there are any issues.
How often can I have a delivery?
You can adjust your subscription to suit your schedule. If the order is coming too early, don’t worry you can skip the delivery in the accounts page just make sure to do this before the cut-off date.
How does my flexible subscription work?
Once subscribed, you will start receiving your products on its individual auto-renew frequency. You can skip, pause, change or cancel the box anytime as long as you do it before the cut-off. Cut off times are 48 hours in advance of your delivery days.
How often can I change my order?
You can make as many changes as often as you’d like to your subscription as long as they are made before your cut-off time. These changes include: pausing, adding or removing a product, changing the frequency etc. If you are having difficulty doing this online in your account for any reason, please email us before your cut-off time at firstname.lastname@example.org and we will take care of this for you. The cut-off is mid-day the day before your delivery.
Are all your products on a subscription basis?
No, we do have some one-off purchase products such as accessories and bars of soap. For all our household staples, they are offered on an auto-renew plan so we can collect the empties and bring you refills that way you never run out and no waste in the process. You can cancel anytime, our subscription is totally flexible.
When is the latest I can change my order?
You are able to change your order until a minute before your cut-off.
If your delivery day is Tuesday you can make any changes your order until 11:59 pm on the Saturday.
How can I reactivate my subscription?
Of course you can, happy you are back to refilling!
To reactivate go your Account Page an change your account page from Pause to Activate. If you are having any issues please email at email@example.com
How can I pause my subscription?
If you are going on holiday or for whatever reason need to pause your subscription for an extended time. , go into your account page and press “Pause” on your subscription. Remember to unclick pause when your back from your holiday (go anywhere nice?).
Why should I refill with charrli instead of buying new products?
Each year the average person goes through 6000 single use plastic bottles. It’s shocking and creating havoc. By refiling you can significantly minimize your level of waste and your impact on the world resources. Your weekly shop has never been more sustainable!
How can I un-skip my delivery?
You are able to un-skip your delivery by logging into your account and selecting the ‘Deliveries’ tab. You can ‘unskip’ to the right of the desired delivery as long as this is done before the cut-off for your chosen week. Cut off is 48 hours ahead of your expected delivery.
Adjusting your next ship date
If you'd like to cancel or remove products, just hit the "cancel" button next to the item you no longer need. We'll ask you a few questions about why you
Is there a delivery fee?
Nope! It’s all included! Wahoo!
I can’t find my order / order is missing?
Please email firstname.lastname@example.org with the subject line ‘Missing Delivery’ as soon as you think your delivery is missing and we will get to it as soon as possible.
My box has been delivered and looks damaged who should I contact?
Oh no, so sorry about this. No problem please email email@example.com and we will sort this out for you. Please put “Damaged Delivery” and we will get to it as soon as possible. If you could also include any photos in the email that would be super helpful!.
Something is missing from my box, what should I do?
Oh no! Sorry!! Please email firstname.lastname@example.org with the subject line ‘Missing Product’ as soon as you notice something is missing in your delivery and we will get to it as soon as possible.
Is there a way to choose a time-slot for my delivery?
Unfortunately, we can't guarantee a specific delivery time but they’ll be between 7am and 7pm.
How to know that the box has been delivered?
We deliver between 7pm and 7am on your designated delivery day. Please leave specific instructions on a safe place to leave your charrli goodies. We will send you an automated email when the order has been delivered.
Can I change/choose the day my box is delivered?
In order to keep our routes efficient and keep our delivery costs down we’re unfortunately not able to change your delivery day.
When does charrli deliver?
We deliver on your designated delivery day based on your postcode. Please check on our post code checker if we deliver to your area.
Do you deliver to my area?
You can check if we deliver to your area at the top of the page.
Why don’t you deliver to my area?
Thanks so much for your interest in the fight against packaging waste! We are a small team and expanding as fast as we can! If we don’t yet deliver to your area and you’re interested in the service, please let your name, email and a short note (with your post code) at the bottom of the home page and we will let you know when we expand to your area ☺
Which charities do you work with?
We have chosen to partner with charities that align with our core values. We have chosen Beauty Banks / Hestia as we believe everyone should have access to hygiene products – it’s vital for mental health. As we stock these products we know we can help and make a difference. We also think it’s important to understand the plastic problem, Just One Ocean contributes to understanding the plastic problem we are dealing with and educating the public on this matter. As we grow we hope to sponsor more great causes in these fields.
Is there a way I can get involved?
Glad you asked! We have included links to their respective Just Giving Pages, they will welcome the donation, everything counts!
You can also find their Just Giving pages below: