FAQs

General

Why reuse and not recycle?

99% of beauty and toiletry packaging is thrown away after just one use, and a huge majority of it is made from plastic. The problem with plastic is that hardly any of it has ever been recycled. In fact, only 9% of plastic has ever been recycled. A statistic so shocking, it was made statistic of the year in 2018! Non recycled plastic ends up in landfill or in our oceans, where it pollutes our environment for hundreds, or even thousands, of years.

Refill = less landfill = less ocean plastic.

Why are you bottles made of aluminium and glass?

Aluminium and glass are not perfect and we have some big plans to upgrade our packaging in the future. The below explains why we have chosen glass and aluminium for now:

  1. Both can be reused - every tried to put a plastic shampoo bottle through the wash? 
  2. Both are infinitely recyclable - in fact 75% of aluminium ever produced is still in use today. Obviously, we want all our bottles to be reused and not recycled but in case they don’t make it back to Circla HQ, the packaging has a high chance of being recycled. Both glass and aluminium bottles are made from at least 70% recycled content. 
  3. The infrastructure to recycle both materials is widely available - whilst there are lots of cool new packaging materials the truth is that the infrastructure just doesn’t quite exist to recycle it properly

P.s we purchase all our packaging from UK suppliers

Is that a plastic pump I see?

As of today, we haven’t found a way to clean and re-use the pumps nor are there any viable non plastic options available. We are currently working with designers, engineers and manufacturers to launch a bespoke Circla bottle which will remove the requirement for a pump. In the meantime, please hold onto your pump and when you can no longer reuse, just return them to us in your Circla bag and we will take of the recycling. 

All refills will arrive with aluminium lids. If your pump breaks, gets misplaced, the dog eats it, just let us know in your order notes and we can add individual pumps to orders.

How do you clean the bottles?

Once the bottle is empty, we proceed to wash, sterilise, dry them and voila! Squeaky clean and ready to be used again and again. When the bottles or jars are too dented to be reused they are recycled - though we currently expect that each bottle and jar can be used over 20 - 50 times.

Why should I join Circla?

Every year, UK manufacturers produce 2.1 million tonnes of plastic waste, and for too long we’ve been led to believe that we can recycle our way out of the mess. As UK consumers, the consequences of the choices we make every day are increasingly obvious, but making a change seems overwhelming, especially when all of the responsibility is being placed on the individual.

At Circla, we’re taking back that responsibility, we’re cutting the big business B.S and making waves not ripples when it comes to social and environmental impact.  We source the best brands, promote reuse over single-use and we’re always finding new ways to make the most responsible choice the most convenient choice - to help you make a positive impact, starting today. 

What are your future plans?

We are big dreamers and passionate doers at Circla and we have so many exciting plans for the future. This includes launching our bespoke Circla bottle, expanding our delivery service outside of London, launching new brands and products and adding an individual impact calculator so that you can see exactly how much plastic, water and carbon you are saving by being part of our community. We are also in the process of partnering up with an incredible charity who is working to remove plastic waste from the Ocean. Stay tuned. 

If you have any feedback, or suggestion please drop us a note at hello@circla.co.uk

How does the Be More Circla Reward program work?

At Circla we're all about reciprocity. That is why for every bottle you return we will give you give you 100 points which you can redeem on your next order. To access the rewards program you will need to activate your customer account. 

You can add extra points: 

  • 500 points on your Birthday
  • 150 points for sharing Circla on Facebook
  • 150 points of sharing Circla on Instagram
  • Refer a friend and if they make a purchase, you will both receive 500 points. 

100 points = £1 

What is your return and refund policy?

In accordance with your rights under the Consumer Rights Act 2015, if the goods you purchase are damaged or faulty, we will be happy to offer you a refund, up to 30 days from date of purchase. Due to the nature of the products we can only accept products that are unused. 

Please email us on hello@circla.co.uk to request a refund. In your email, please provide us with the following information:

  • Reason for return
  • Proof of purchase
  • First Name
  • Last Name
  • Email
  • Phone Number
  • Full Address

More information can be found here.

How to contact us?

We love hearing from our customers, please drop us a line on hello@circla.co.uk. You can also follow us on social media.

Products

Do you make the products in your bottle?

Nope! Our focus is on being an enabler and a gatherer rather than a maker. A bridge between amazing brands and consumers. We want to try and improve what already exists, by working with brands who share our values and are committed to making the planet a better place. You can click here to check them out.

How do you assess the brands you partner with?

In partnership with some smart consultancy folk, we developed an assessment process to assess the brands we partner with. This includes understanding things like how they source their ingredients, what’s their manufacturing process like, what steps have they taken to reduce their waste, water and carbon footprint. To make it easier and simple for you to understand the environmental credentials of each brand and product, you will find icons alongside each product. If you want more detail, drop us an email: hello@circla.co.uk

Are you products organic?

All the brands we work with differ in their certifications. Some of the brands we offer are organic, some use organic ingredients - please check the information section for each product. One important thing to note is that for many small independent brands, certifications are incredibly expensive but what we can guarantee is that even if you don’t see the organic symbol we have fully assessed each brand we work with to ensure it meets our high standards.

Are your products vegan?

At the moment, all of our products are vegan.

Are you products tested on animals?

No, never. Gross.

Will you be adding more brands and products to Circla?

100%. Our business was turned slightly upside down due to Covid-19 and we have now pivoted our business from providing refills to businesses in the hospitality industry to lovely customers like you. We are always on the hunt for new brands. If you are a brand and would like to join Circla: please drop us a note at hello@circla.co.uk

Refills

How does your auto-replenishment service work?

Our service was built to make your life easier, and to ensure that you always have what you need when you need it. All your products will be on an individual auto replenishment frequency. This means you don’t have to wait for everything to finish before you receive a refill. We will send you notifications when your refills are due and you can either skip, pause, change or cancel your order anytime. We just need 48 hours notice.

Can I cancel?

You can cancel anytime, no strings attached. Simply click on subscriptions in your account and hit the “cancel” button next to the item or items you no longer need.

How can I delay my refill delivery?

If you haven’t finished the product or maybe you are going away, you can skip, pause, change or cancel your order anytime, we just need 48 hours notice. We will send you notifications when your refills are due.

How can I change my order?

In your account portal, you can pause, cancel, change, add a product at any time! If you are having difficulty with this, please email hello@circla.co.uk

I hate subscription services, is there another option?

We hear you, you want to be your own boss. Order the products you need and when you want a refill just order again online, letting us know in the comments box at checkout it is a refill. You can still take part on our rewards program, which will award you points for every bottle you return. 

I need a new pump!

All refills will arrive with aluminium lids. If your pump breaks, gets misplaced, the dog eats, just let us know in your order notes and we can add individual pumps to orders.

Delivery

How to change my delivery instructions?

Delivery instructions can be changed in your account portal. Simply go to the delivery section, edit your address or ‘safe’ place.

Is there a delivery fee?

There is a £2.50 delivery fee per order, we are working super hard to remove this fee. The more people sign up, the quicker we can remove this. So if you know someone who should be using Circla, refer a friend and receive extra credit to your account. Boom.

My order didn’t arrive? Part of my order is missing?

Oh dear! Email hello@circla.co.uk, with the subject line “Missing Delivery” and we will reply ASAP.

My order is damaged?

We are so sorry about this. Email hello@cirla.co.uk, with the subject line “Damaged Delivery” and we will sort it out pronto. If you could include any photos in the email that will be super helpful.

How will I know when my order has arrived?

We will send you an automated email / text message once your order has been delivered.