FREQUENTLY ASKED QUESTIONS

Frequently asked questions

ABOUT US & OUR PRODUCTS

Who are your suppliers?


At No Way Jose we only stock products that we have tried and tested ourselves. After a long research, we have decided to source our products from a mixture of suppliers; Fill, Sesi and Miniml. Not only do they supply products that have been developed in an ethical, sustainable and environmentally friendly way, but also they have the capacity to deliver the products in high volume refill drums, and collect them when empty to be reused and kept in circulation. Fill: Fill range is made in their family run factory in Northamptonshire. They started in 2012 and they have been working on perfecting the range ever since, working closely with real chemists combining biodegradable ingredients to create simple, modern and effective cleaning, personal care and laundry products. Read more about them in https://www.fillrefill.co/about-us/ Sesi: In 2013 Paul and Rina started this social enterprise based in Oxfordshire. They supply sustainable detergents to shops, farmers markets, cooperatives and charity organisations. As a social enterprise, they re-inject funds into broadening their product list and branching out to create new partnerships and Refill Stations. Their focus is not profit, it’s to do good. Read more about them here https://sesi.org.uk/about-us Miniml: Founded by Emma and Scott, they make everything in their soap factory in Yorkshire Dales using water supplied from The Yorkshire Moors. They source all their ingredients as locally as possible to ensure they leave miniml impact on our planet. All Miniml products are formulated and developed by their in-house chemists and tested by their passionate team of minimalists. Read more about them here https://minimlrefills.co.uk/pages/about-us




Are your products ethical and eco-friendly?


We only work with suppliers that use eco-friendly ingredients - non-toxic, cruelty-free, vegan, and biodegradable.




What if I have allergies to ingredients?


Although some of the products we sell have obtained an Allergy Free UK certificate, which demonstrate that the products are free from allergens, we encourage people with specific skin care conditions or allergies to take their normal level of care in reviewing the ingredients list. Check each product page description to see certificate information.




Are your laundry products non-bio or bio?


Fill laundry products are deliberately designed to be non bio (enzyme free). Bio laundry detergents contain enzymes - these may sometimes cause skin irritations for those with sensitive skin. It’s generally acknowledged that enzymes can require higher temperatures to be most effective or that they need a longer period of time to work.




Where can I learn more about the ingredients used in the products you sell?


Information about the ingredients can be found on each products’ page, as well as a link to the suppliers’ page where you can find more information.




Why is No Waste Jose different to other zero waste delivery services?


We are not just an online zero-waste shop. We offer a plastic-free and closed-loop solution to home essential products. We use glass bottles for our refills, but we encourage people to use their own bottles if they want to refill more than the minimum amount we offer in NWJ glass bottles. Unlike other companies, we don’t use additional packaging to do the delivery. Although we know there are a lot of recyclable packaging options out there, our aim is to reduce waste over all.




Do you use the same bottles for non-food and food products?


We have a bottle/lid system so that we can refill the same product category always, avoiding cross-contamination. Silver lids = Personal Care Black lids = Cleaning Gold = Coffee Oils come in swing bottles with ceramic tops that can be washed and reused over and over again. Additionally, each bottle has a label that specifies the product type, which means we will keep refilling with the same product.




Why does the olive oil looks like it has 'bits' in it?


High quality olive oil has a comparatively high solidifying temperature, so yes, the 'bits' are just the oil solidifying!

You've probably already noticed, but leave it at room temperature for a day or so and it will start to clear.

It's also unfiltered, so some sediment will naturally settle over time. This is how raw extra virgin olive oil comes straight from the press!

The clear olive oil we're used to in the UK is usually unnecessarily put through -often bleached- paper filters, for no reason other than to make the oil look cleaner.





SUSTAINABILITY

Why glass bottles?


Our number one priority is to tackle single use plastic, glass is a great alternative to plastic as it doesn’t lose quality when recycled, so can be reused and repurposed endlessly.




What is a closed-loop system?


Is a system in which there is no waste, ensuring that the materials used remain constantly in use instead of being discarded. We offer a closed-loop delivery system, where every container is used and reused, again and again, avoiding it going to waste. Our circular mindset is extended to our suppliers. They work with closed-loop systems too, providing a fully zero-waste solution. When our refill drums are empty they pick them up, clean them, and reuse them. No waste in between!




What are you doing to reduce your carbon footprint?


We are minimizing CO2 emissions by sourcing all our products as locally as possible, delivering by bicycle or electric vehicle, using reusable containers and not adding any packaging for the delivery.




What do you do with all the packaging you receive from your suppliers


We always try to send it back for them to reuse again, when that’s not possible we try to recycle and reuse ourselves as much as possible.





HOW DO WE WORK

How do you clean and reuse NWJ bottles, after I have used them?


When your bottles arrive back with us we will check that they have no cracks. Once we are happy that the bottles can be reused, we will wash them using a glasswasher. We do this with new bottles and between each refill.




How do I clean my own bottles for refill?


Please rinse the bottles with hot water and soap to get out the remaining product that still might be left in there and let them air-dry. Please make sure you put the lids on the bottle when returning.




What is the minimum and maximum quantity you refill?


Liquid refills: We use 500ml and 1L glass bottles. For thick liquids, such as body cream we use 250ml and 400ml wide neck jars. Powder refills: We use 300g and 500g wide neck jars. Coffee refills: We use 500ml and 1L glass bottles. The weight capacity is 200g and 400g accordingly. Oils refills: We use 750ml swing top glass bottles. You can request higher quantities if you use your own containers. Please note: If your refill weight comes to less than the maximum amount we sell in NWJ glass containers, we will notify you and offer delivery of the product in NWJ containers instead.




Can I keep the glass bottles?


Our aim is to keep our packaging in circulation, so we encourage you to return the bottles for reuse, however, If you want to keep hold of the bottle/jar just let us know and we’ll arrange payment for them.




Do you keep track of the containers I have and return?


In order to keep our containers in circulation, we keep a record of bottles per customer. This allow us to know how many bottles you will need to return to keep them in circulation. If you owe a growing number of containers we will contact you to arrange pick up. The less bottles we need to buy to serve our customers, the more we are reducing our carbon footprint.




What happens if a container get damaged or lost?


Don't worry, we know accidents happen. Just let us know so that we can update our records. We won't charge for damaged bottles unless it becomes excessive.




Do I have to return all bottles/jars when my next order is delivered?


Ideally yes please! that will allow us to keep the bottles in circulation.




How do empties get collected?


When we deliver your next order, we will swap your empty bottles for full refills. If you haven’t placed an order in a while, either you can contact us or we will contact you to arrange collection of empties when we are next passing by.




How are you handling COVID 19 sanitary measurements?


We currently offer a totally contactless delivery service. however, if you are happy to open the door for a delivery, we will use the 2m rule to keep safe by standing back and allowing you to collect the products; and vice versa for us to collect empties. We are following strict social distancing and hygiene protocol at our premises and when out and about, so that we minimise risk both to you and to ourselves.





ORDERS MANAGEMENT

Can I cancel or change my order after it’s been placed?


You can cancel or change your order by noon before your delivery day. To do so please go to the contact us page.




What is your return policy?


For any undamaged product (unopened and in the same condition as received), simply return it within 14 days of the date you receive the product, and we will exchange it or offer a refund based upon the original payment method. In addition, please note the following: (i) No Waste Jose LTD. has the right to decline a refund of the product if the item is not received in perfect conditions and cannot be resold, and (ii) Any fees associated with the cost of returning an item to No Waste Jose Ltd. will be covered by you.




What method of payment do you accept?


All major cards and PayPal.





DELIVERY

How do you deliver my order?


We deliver by electric vehicle or cargo bike. Reducing CO2 emissions all around.




Is there a charge for delivery?


There is a £3 delivery charge per order. For orders above £40 delivery is free of charge.




Where do you deliver to?


We currently deliver to W3, W4, W6, W11, W12, and part of W2, W8, W10, and W14. If you're close to these areas contact us, because we may be able to deliver to you.




When do you deliver?


We deliver on Tuesdays and Fridays from 9 am to 3 pm. Please order by noon the day before your preferred delivery day.




Do I need to be at home for the delivery?


No you don’t need to. Leave a comment in ‘Not going to be in?’ section when checking out to confirm your safe place. You can also leave a message if you want us to deliver on the following delivery day.




Do I get confirmation of the delivery?


Yes, you will receive an email the evening prior your delivery.




I won’t be in! What can I do?


Don’t worry, you can contact us the day before delivery if you forgot to mention your safe place at check out. Otherwise, we will attempt to deliver the next delivery day. For the latter, we will confirm over email to you.




How do you deliver my products?


As we are trying to be as zero-waste as possible, we don’t use any packaging to deliver your order.





CONTACT US

How do I get in contact with you?


Use the contact us form in the contact us page.





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London, England

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