FAQs

General

Why reuse and not recycle?

90% of all packaging is put in the bin after it’s used. Even when that’s the
recycling bin — thanks to complicated rules and regulations around what can
actually be recycled and what can’t — only 9% of recycled plastic is turned into
something useful. So, although recycling is a wonderful idea in theory, in
practice — it’s not quite there yet.

We’re making a conscious effort to move away from single use packaging, to
protect our future. And we’re refusing to compromise on quality when it comes
to the products we sell, so that when you realise the bottle is nearly empty, a
quick top-up becomes the obvious choice.

So you can select, savour and sleep soundly, safe in the knowledge that
you use refills, not landfills.

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 - unfortunately, we have really struggled to find a way to clean plastic. Plastic absorbs less heat and water is unable to efficiently evaporate which causes all sorts of problems when trying to reuse
  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 care 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?

The groundwork of sourcing brands from the inside out can be overwhelming. When you’re buying from Circla, you can be sure that every item in your shopping basket will be as good for the environment as they will be for you.

We wanted to make things as easy as possible - because we think buying
sustainably should be effortless. Simply choose the items you like the look
of, and when you’ve enjoyed them to the very last drop, we’ll collect your
empty bottles, clean and refill them.

(If you make one swap with us, that’s 10 units saved a year! Swap your
entire skincare routine, that’s 75!)

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 Circla Reward programme 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: 

  • 250 points for creating an account
  • 200 points on your Birthday
  • 300 points if you spend over £50
  • 250 points for a review with a photo
  • 150 points for a review 
  • Refer a friend and if they make a purchase, you will receive 500 points, they will receive a free Upcircle Hand Wash

We also give you 5 points for every £1 spent at Circla. 

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?

No, we don’t! Circla is a marketplace, collecting brands that tread lightly. We
take our research very seriously, and only extend an invitation to brands who
are working with purpose and respect, committed to quality, and conscious of
their impact on the planet. We’re confident in our curated selection of independent companies, so you can be too.

How do you assess the brands you partner with?

We developed an assessment process to assess the brands we partner with. This includes understanding things like how they source their ingredients, what their manufacturing process is 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%. 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

Orders & Delivery

How are my products delivered? 

We’re exclusively choosing bicycles and electric vehicles to keep the air as
clean as your conscience - you will very likely spot our founder Claudia doing the refill rounds!

How do I change my delivery instructions?

If you need to change your delivery address before a delivery, please email us at hello@circla.co.uk. You can also change your address in your customer account portal. 

Is there a delivery fee?

There is a £3.99 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.  

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.

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.