Frequently asked questions
Q. How is The Village Refill maintaining health & safety during the COVID pandemic?
Due to the nature of our business, we always follow stringent hygiene procedures. We have hand-sanitiser in our vehicle and use it before and after each delivery. We ask our customers to help us also, by doing the following:
- To decrease person-to-person contact, please ensure that you provide us with details of a safe place to leave your order.
- Please rinse your empties in hot, soapy water before leaving them out for collection.
- If you, or anyone in your household, have any symptoms of coronavirus please do not leave you empties for collection until 14 days after your symptoms have passed.
Q. Where do you deliver?
We deliver locally to the Oxfordshire villages of:
Begbroke, Bladon, Bletchingdon, Cassington, Charlbury, Combe, Cutteslowe, East End, Enslow, Freeland, Islip, Long Hanborough, New Yatt, North Leigh, Stonesfield, Tackley, Kidlington, Kirtlington, Wolvercote, Woodstock, Woodleys, Worton, Wootton, Wytham, Yarnton and the villages between.
We also deliver to Oxford, via pedal power within the Oxford ring road and to the following postcode sectors outside the ring road:
OX2 8**, OX3 9**, OX3 8**,OX4 4**
Q. Do you post?
This is a local doorstep service, we do not post our products as this goes against the ethos of zero waste, including zero emissions.
Q. Can I collect?
Yes, you can collect from our shop in the Yarnton Home and Garden Centre. Order by midday for same day collection between 12-3pm.
You will received an email or text when the order is ready for collection at your convenience.
Q. Do you have a physical shop?
Yes, we have a shop in the Yarnton & Garden Home Centre. All of our products, and more, are stocked in the shop.
The shop is open 7 days a weeks. Monday to Saturday 9am - 5.30pm, Sunday 10.30am - 4.30pm.
The shop is self-service, but should you need any help we offer one-to-one assistance between 12-3pm daily.
Q. Why do you charge for returnable containers?
To cover the initial cost of the containers we charge a deposit. The deposit is credited to your customer account on return of clean empty bottles. You will need to open a customer account to receive the credit. Credit can be used against your next order with us.
Q. How much is your service and do you charge for delivery?
We charge a flat rate of £1 per order to handle and prepare all orders (free for orders over £30). There is a £5 minimum order.
Deliveries to Oxford City (via pedal & post) are subject to a courier charge of £3.50 for all orders under £30.
Q. Are your products Vegan?
Yes, where possible. It is important to us that our products are vegan, cruelty-free and ethically sourced.
We we try our best to have a vegan alternative for all our products.
Q. What about carbon emissions?
We use a combination of 100% renewable electricity from the grid and our own locally generated solar power.
We either cycle or deliver in our dedicated electric van for zero emission deliveries.
Q. Where are your products made?
Wherever possible we use products manufactured as locally in the UK. We are constantly looking for new products and suppliers to achieve this. Where we cannot source a UK made product we try to source as close to the UK as possible.
Q. Will you add more products?
We are constantly looking for new products. If there is anything you would like use to stock please let us know.
Q. How do you fill your bottles? Do you create waste in the process?
All of the refill products we purchase are bought in bulk in reusable containers. When we receive our deliveries the supplier collects the empty containers and re-fills them.
Q. Are you completely plastic free/zero waste?
We aim to help you reduce your waste by not delivering anything to you that you will put into landfill, and any of our product packaging can be returned to us for reuse. If you can't provide a dry location for your doorstep delivery we will use a repurposed plastic bag to protect your order, these are made from recycled plastic.
Q. Do you clean the bottles?
Yes, all bottles are washed at 65 degrees and fully dried before reuse. We do this with new bottles and between each refill.
Q. Can I refill my own containers when collecting?
Yes, we can refill your own containers when collecting, by appointment. This service is only available at the refill hub, as stock is not kept at the other collection points.
Q. I haven't received an order confirmation after submitting an order?
Please check your junk/spam folder and if there is no sign of the email send us a message via the contact page.
Q. Do you produce the products?
No. We do not produce any of our own products.
Q. Can I decant my liquid refill products in to any container I want?
Yes you can, however make sure the container is suitable and do not use food or drink containers. In all cases, stick the product label on the container to avoid confusion. Your containers must be clean and dried before use.