Question 1

How does the Refill service work?

Accepted Answer

We deliver refills straight to your door! You simply place your order online or directly with us via phone, WhatsApp or socials, and we’ll drop off your chosen eco products.

On your next delivery, we collect your empties and replace them with freshly filled ones - easy, low waste, and zero fuss. 
 
For a more detailed description of how things work around here, please explore our website or socials to get to know a bit about us and how we work.

Question 2

What does it mean to be a 'Conscious Consumer'?

Accepted Answer

Becoming a Conscious Consumer isn't just about shopping with us - It's about shifting the way we live, consume, and care for the world around us.

The perks of having an account & being a Conscious Consumer: 
- Track your Bottle Balance & Deposits with ease
- Access exclusive product updates and special discounts
- Early access to new refill drops and bundles
- Contribute to the evidence base that will inform the development of The Conscious Collective & the services we offer now and in the future
- Be proud knowing your choices are part of something bigger 
 
Thank you for choosing to live more consciously, shop more intentionally, and refill with purpose. We are so glad you are here.

Question 3

What areas do you cover?

Accepted Answer

We currently deliver across selected areas of the East Midlands including parts of Derbyshire and Nottinghamshire. Enter your postcode at checkout to check if we cover your area or check out our 'Where We Deliver' page on our website - We are always thinking about how we can expand and offer our services to more homes so we are hoping to add more locations soon!

Question 4

Do I need to be home for a delivery?

Accepted Answer

Nope! Just let us know a safe place to leave your order (a box, porch, or neighbour is perfect) when you place your order, and we’ll make the swap while you get on with your day. We will send you a picture so you know exactly what we have dropped off & picked up. 
 
We also know life is sometimes unpredictable so if things change, just drop us a message to let us know you wont be in so we know where to leave your order!

Question 5

What products do you sell?

Accepted Answer

From shampoos to surface sprays, washing-up liquid to white vinegar - we stock a thoughtful range of refillable home and personal care essentials. Everything is vegan, cruelty-free, and sourced from trusted UK-based suppliers. We also sell starter kits, soap dispensers, spray bottles and other bits and bobs that will help you to become a Conscious Consumer & to help you move towards a more sustainable way of living. 
 
We are always looking at expanding our range so make sure you follow us on socials & keep an eye on our website to stay up to date with exactly what we have on offer for your next order!

Question 6

How does the 'Bottle Deposit System' / 'Bottle Balance' work?

Accepted Answer

Each bottle has a small, one-time deposit that stays on your account until the bottle is returned. The idea is that you build your balance up to the amount of products you will refill time and time again so that money will just sit around as a just in case! If you ever stop using the service, just return your bottles and as long as the bottles remain in good condition, we’ll refund the deposit. 
You can view the amount of deposits made in your account via your individualised link to your Bottle Balance sent to you via email (if you need a new link just head to your account and fill in the form under 'Bottle Balance'. This balance will roll over for as long as the bottles are returned in good condition & you order another refill. 
 
We are a minimal plastic business, that is we limit the amount of plastic we have to use throughout our systems. Glass can be washed, sterilised, and reused endlessly without losing quality. Unlike plastic, which can degrade, and leach over time, glass stays safe and stable no matter how many refills it sees. Check out our blog, website & socials for more information on this.

Question 7

What if a bottle gets damaged or breaks?

Accepted Answer

Accidents happen! If a bottle is damaged or not returned, we’ll deduct the deposit to cover the replacement.
Then when you come to restock on your refills, just add an extra bottle on one of your products in your order. 
No hidden fees - just transparency. 
 
Any issues, just drop us a message!

Question 8

Are the actual products made by you?

Accepted Answer

We don’t manufacture the products ourselves. We carefully select trusted UK brands that align with our values. For full ingredient details or allergy info, we always recommend checking the original manufacturer’s website - You can find this information on our website.

Question 9

Can I use my own bottles to refill?

Accepted Answer

At the moment, within our delivery service, we only refill our own bottles to ensure safe hygiene practices and accurate product tracking. That being said, we are working on future solutions to offer even more flexibility. 
 
We are working hard in the background at making refilling more accessible in the East Midlands so keep your eye on our socials and website for exciting updates coming soon!

Question 10

Do you attend markets or pop-up events?

Accepted Answer

We are working hard to attend markets and pop-up events in the East Midlands soon. Keep an eye on our socials & website for exciting updates on this soon!

Question 11

I have more questions for you - how do I contact you?

Accepted Answer

We’re here to help! Send us a message through our Contact Page, on our socials, for example DM us on Instagram, or email us at the_conscious_collective@outlook.com. We’ll get back to you as soon as we can. 
 
We are so happy you are here & cannot wait to connect with you soon!

Frequently asked questions