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FAQs

Can I cancel?

Of course, you can cancel at any time. Click on subscriptions in your account and hit the "pause" button next to the item you no longer need and that product will be cancelled.

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 angels@charrli.com 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 angels@charrli.com Due to the nature of the products we can only accept products that are unused with the seal intact.

What is your phone number?

+44 0745 396 4055 — Call us anytime, we'd be happy to assist!

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 up 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, amongst others. That 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 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 there :) If you’re having issues please do send us an email, angels@charrli.com

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 delivery section, here you can edit your address.

How do I input special delivery instructions:

If you would like to leave special delivery instructions or a ‘safe’ place to leave your products, please do so on the cart page in the 'Special Delivery Instructions' box right before you check out.

Do you have a phone number?

You can get in touch with us about anything and everything. Please email us at angels@charrli.com or call 07453964055

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 hello@charrli.com.

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 angels@charrli.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 overflowing landfills, the Great Pacific garbage patch and plastic literally everywhere, by refilling 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’s just horrible! None of the products we offer are tested on animals. We love animals and don’t want them harmed.

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 glass washer 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 angels@charrli.com 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 reuse.

However, if you really want to, you can keep your bottle (we don’t blame you, they’re pretty sleek), but keep in mind this means you won't get any juicy Charrli credits, and those juicy credits make your order cheaper...

Do I need anything else to use my products?

Don’t forget to buy a dispenser (a pump or spray nozzle)! We sell these separately from the bottles. Why? We want to cut down on waste and they are perfectly good to reuse indefinitely, so just buy one once or use your own.

How do you pick your brands partners?

We do a lot of research! We have key attributes that we look for & and a mission rooted in sustainability is vital. Then, we look at the ingredients list, meet with the brand's owners and visit their workshop. We make sure we have the same principles 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, with real ingredients - these are the change-makers.

When will I be charged?

You will be charged on the day of your delivery date.

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.

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 order anytime as long as you do it before the cut-off. The cut off is 6pm the night before your delivery date.

How often can I change my order?

You can make changes to your subscription as often as you’d like as long as they are made before your cut-off time. These changes include: pausing, adding or removing products, changing the frequency etc. If, for any reason, you are having difficulty doing this online in your account, please email us before your cut-off time at angels@charrli.com and we will take care of this for you. The cut off is 6pm the night before your delivery date.

Are all your products on a subscription basis?

No, all our products are offered as either a one-off purchase OR on a subscription basis! If you’re trying a new product, you might want to buy it as a one-off purchase to test out if it’s right for you, but if you know the item is something you love, having it on a subscription basis will mean you never run out - zero waste, zero hassle! Also, remember that 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 and the cut off is 6pm the night before your delivery date.

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 angels@charrli.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 you're 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's 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. The cut off is 6pm the night before your delivery date.

Adjusting your next ship date

If you'd like to cancel or remove products, simply hit the "cancel" button next to the item you no longer need. We'll ask you a few questions about why you no longer want the product.

Is there a delivery fee?

Yes, we charge £3.75 for delivery and we deliver by bike or e van! Not contributing to London pollution is very important to us.

I can’t find my order / order is missing?

Please email angels@charrli.com 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 order has been delivered and looks damaged. Who should I contact?

Oh no, so sorry about this. No problem please email angels@charrli.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 angels@charrli.com, with ‘Missing Product’ as the subject line, 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 it will be between 12pm and 6pm.

How will I know my order has been delivered?

We deliver between 12pm and 6pm 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 the day my order is delivered?

Yes, you can, but this is store dependent. Amend your delivery date in your accounts page according to this information.

When does charrli deliver?

Our delivery date is dependent on your location. Please check our postcode checker, or the 'How we Work' page, to find out more about if/when 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 or on the How we Work 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 believe it’s important to understand the plastic problem, Just One Ocean contributes to understanding the plastic problem we are dealing with and educates the public on the 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:

https://www.justgiving.com/hestia

https://www.justgiving.com/beautybanks