For five years, we ran a successful packaging returns scheme for 99% of our range. Customers would purchase refills, send back their empty packaging using a Freepost label, and we’d sterilise and refill them at our London warehouse. Since launching the scheme in 2020, we’ve invested heavily in growing it: hiring dedicated staff, covering return shipping, offering 20% off all refills, and ensuring it was widely accessible and promoted. Refills quickly became a big part of our customer care (30% of all customer care enquiries related to refills) and community - and we’re proud of the impact it’s had.

However, as the scheme grew, so did the challenges. Many returned jars arrived unclean, smashed, with no information, incorrect jars were sent, or were over-packaged using lots of plastic, making safe, timely and sustainable processing increasingly difficult. Being UK-based also limited our ability to scale the system internationally. That’s why we’re evolving. We’re currently developing a new at-home refill system using biodegradable, plastic-free pouches - suitable for our full product range. It’s taken time to get the material just right, but we're excited about a promising solution in testing now. While we’ve had to pause our existing scheme during a move to a new warehouse, we hope to launch our next-generation, global refill option early next year.