FAQs

 

FAQs, top shopping tips and delivery

We get a lot of questions about how to shop with Lil so we thought we would try and round them all up here for you. If there’s some else you would like to know pop it in the comments below and we’ll get back to you.

Where’s your shop?

The Lil Refill Shop is at 10 High St, Haddington. Pop in for all your plastic free, planet friendly products, refill food, detergents and toiletries, grab a gift and join the Lil Community. everyone is welcome (but furry friends need to stay outside, sorry!).

Mondays Closed

Tuesdays Closed

Wednesday 9.30am - 2pm

Thursday 9.30am - 2pm

Fridays 9.30am- 4pm

Saturday 10am- 4pm

Sunday Closed

If you would like to volunteer in the shop please contact hello@dolilthings.org

But can I get refills online?

Absolutely!

We use preloved plastic and glass bottles for liquid refills, and for pantry refills you can use paper bags (for 20p) or pay a totally refundable deposit for our closed loop cloth bags.

How do deliveries work?

We usually compile orders on a Monday and Thursday. If you need it urgently, let us know in your delivery notes.

All our products are available for delivery. You can receive your order a number of ways:

  • by post or courier (special rate for EH & FK1-16 postcodes

  • via click & collect at the shop during opening hours or East Saltoun.

  • via Phantassie Organics with your veg box delivery

Post

During checkout you will be asked how you would like your order shipped. For posting, you can choose Royal Mail 1st of 2nd Class post. This will calculate the postage charge and add it to the total. For orders over 3kg we would recommend selecting a courie as its better value..

Courier

As above choose the courier option

Click & Collect

This free service is only for East Lothian and surrounds. You can collect from

  • The Old Castle, East Saltoun anytime.

  • The Lil Refill Shop, 10 High Street, Haddington.

    We will email you when your order is ready for collection

Please pop a note in the additional comments box and tell us where you wish to collect from.

Veg box deliveries

If you’re a regular Phantassie Organic customer, your Lil order will arrive with your next delivery as long as you made the order deadline of midnight on Friday. This gives us chance to pick, pack & deliver your order to Phantassie. If you’re not a regular Phantassie customer but ordered a fruit/veg/eggs box via Lil, then Phantassie will deliver your parcels (on its next run, assuming you made the deadline of noon Monday). See our blog post here for more info.

I love the idea of zero waste coming to me, but aren’t I supposed to bring jars to you?

We love that idea too, and you can do that at the Lil Hub, but we know that doesn’t work for everyone. We’re not close enough, or you simply don’t have the time to wait for everything to be filled. Our best solution is online.

We love our reusable cotton bags. These are free to use, but require a £2 deposit that will be refunded when we receive them back. Please return them via your delivery method, whether that’s a collection partner, or post. (Of course, if you’re going to use the bag, you’re welcome to keep it too.)

We offer some items in preloved jars. We find this works best for items like ground almonds, spices, and hot chocolate.

Preloved bottles can be used for liquid refills, and you can pay for a prettier bottle with a deposit system too.

Are you a social enterprise?

We are indeed. Lil is a Community Interest Company. This means EVERY SINGLE PENNY of profit from Lil is used to fund community sustainability projects, behaviour change and education about our environment. See our events page for the kind of things we do.

Every pound we spend is a vote for the world we want to live in

Each product we sell delivers a benefit to people and the environment itself plus the profit on that product contributes to further benefits. So THANK YOU.

How do you package orders for delivery?

We reuse packing material and boxes that our deliveries come in or people give to us wherever possible (almost always) and use plastic free paper tape to seal them.

Where do you source your products?

We choose the products we stock carefully. Each one is selected to have at least one beneficial impact and most have several. With our range we aim to:

  • remove single use, disposable plastic items;

  • reduce packaging, particularly plastics;

  • remove synthetic chemicals, focussing on natural, sustainable ingredients;

  • support local producers and makers where possible;

  • support other social enterprises so that our purchasing also gives back;

  • choose ethical products in terms of their production and transport - considering workers, the environment in the place of production, avoiding air freighted products etc.

  • offer practical, beautiful and affordable things and delicious, nutritious foods.

We believe our way of living shouldn’t cost the earth. That doesn’t mean we stop washing (although reducing laundry/showers/hair washing is a sustainable move for the planet and your time - the “is it really dirty?” test - but I digress). We believe in stylish, sustainable products that don’t cost the earth.

We love working with other social enterprises, like our Jerry Bottles that give profits to clean water projects. Or the Hey Girls! range, fighting to end period poverty through a buy one, gift one scheme - and they’re East Lothian based too.

We try to source locally wherever we can, and where it’s appropriate. Bamboo grows really well in Asia - that’s where the products are likely to be made, and we work up the supply chain to push for workers’ rights, minimise packaging and negative environmental impacts.

I have an allergy to…

We are sorry but we are not well placed for accommodating allergies. The Lil pantry is stocked with many allergens, including stock that arrives from producers/wholesalers with advice that it may have already come into contact with allergens.

We use clean scoops for every product and ensure allergens are stored, air-tight, separately. Customers with allergens who prefer to shop with us are advised to let us know in the delivery notes, and we will ensure that packaging and other materials have also not knowingly come in contact with allergens.

The Lil Pantry contains products with WHEAT, GLUTEN, NUTS, PEANUTS, LEGUMES, LENTILS, DAIRY, MILK, SULPHUR DIOXIDE and others. Our wholesalers handle PEANUTS, TREE NUTS, SESAME SEEDS and also products containing CELERY, LUPIN, MUSTARD, SOYABEANS.

My gift card/ discount code is not working

Make sure your subtotal value is equal to or greater than the value of of the gift card/discount code where this is a value in pounds sterling.

Double check that you have entered the code correctly, particularly number zero 0 and letter ‘o’. Likewise for number 1 and letter ‘i’.

if this does not evolve your problem please email us at hello@dolilthings.org with your code and we will investigate and issue a new one if necessary.

What is your returns policy?

1. We hope you are happy with your purchase. However, we do understand that sometimes you may change your mind, so should you wish to return an item, we will be happy to offer a refund or exchange provided the item is unused and in the same condition as you received it, including any product packaging (not postal packaging).

2. Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 7 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods you wish to return, and the original postage and packaging charges made. 

3. Please note that unless the item is damaged or faulty or there was an error on our part, the costs of returning the item are non refundable.  We cannot accept responsibility for goods in transit or returned goods that do not arrive.  We recommend that you obtain proof of posting from the Post Office, or use a signed for service.

4. Once the item has been received and inspected by us we will refund the price of the item using the same method originally used by you to pay for it, or exchange the product if an exchange has been requested. 

5. We regret that the following items are non-returnable for hygiene reasons, unless faulty; menstrual cups and pants, razors and blades,  toothbrushes and other oral products.

6. None of the above conditions affect your statutory rights when goods are faulty, or not as described.

A different question?

Please drop us a line at: hello@dolilthings.org and we’ll get back to you pronto!