FAQ

Refilling? How on earth do you do that?

We're glad you asked! See how it works.

Is it cool to bring my own containers into the store to refill?

It’s very cool – we just ask that your containers are clean and dry to avoid any contamination issues. We also offer jars and bottles for purchase, or you can help yourself to our biodegradable paper bags. You can also drop & dash – leave your containers for us to refill, and we'll flick you a text when they're ready to collect. Too easy.

What if I bring plastic containers into the store?

No worries – reusable containers are sweet by us (we're just not fans of single-use plastics). Our vision is to eliminate single-use plastics in Aotearoa. So every purchase saves waste from entering our environment or landfill, i.e. offers customers zero packaging or packaging that is reusable, recyclable, home compostable. Kia ora to that.  

Can I get delivery?

You can! Get fresh pantry goods packed in compostable bags delivered direct to your door, or collect instore. We deliver throughout New Zealand in our eco-packaging.

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Do you guys sell reusable carry bags?

We do! Check out our cotton canvas totes or try them on for size instore. They're designed with a gusset to make them stronger and roomier for your containers.

Why is there a $5 fee for click & collect?

To pack an online order requires a bit more time and love. This fee helps cover the extra time it takes our team to personally pack and prepare your order.

How do I know how much to order?

All food items are priced per 100g online. Quantity 1 = 100g. So if you select 10 units this will be 1kg in total (10 x 100g). If in doubt, email or message us on social.

What happens if I order something and it is out of stock?

We will refund the out-of-stock item and process the remainder of your order.

Do you offer loyalty rewards?

Yes! Join our Refillers' Club instore or online here. You earn Refill Points every time you shop. Redeem with your next purchase, or save them up for a rainy day.

Can I compost/recycle your delivery packaging?

You can. Our tape and packaging is 100% recyclable and home compostable. Tear it up and put it into your compost, or reuse bags for lunches, etc.

Can I get oils, cleaning products, and other liquids delivered?

We're looking into it. Zero waste is the aim of the game. So we currently don’t ship liquids as the undesirable packaging required to do so only adds to the waste problem.

Do you have organic products?

We do! We offer a great range of organic and non-organic products, catering to everyone's budget and preference.

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Where do your products come from?

Many of our products are made and sourced in New Zealand, but we also like to get our hands on the best range, so some items come from overseas. You can find the origin details of our products in store and on the product pages of our website. 

What about my allergies?

While we take great care to minimise the risk of cross contamination, we cannot guarantee that any of our products are safe to consume for people with particular allergies.

The products we stock and sell may have been packed in an environment that contains allergens, traces of allergens, or bi-products of the following: soybeans and soy products, sesame seeds, seeds, wheat, rye, barley oats, spelt, peanuts, nuts, tree nuts, egg, pollen and bee products, preservatives, gluten and cereals containing gluten, dairy, fish, crustacea, and other products that may behave as allergens to certain people.

Unfortunately, these things are out of our control as much as we try to minimise them. 

What is the parking situ like at your store?

Awesome. We share a carpark with the supermarket, so there’s free off-street parking right outside our door for your car/scooter/bike! 

Can I bring my dog to your store?

We love dogs! You’re welcome to leash your friend outside our door so they can relax with fresh water while you shop. We have a sweet little range of treats and dry foods for both dogs and cats.

Is Refill Nation Kiwi owned and operated?

We’re proud to be 100% locally owned and operated! As locals, we get a real buzz out of serving our communities, and we love visitors from near and far. 

Are you guys opening more stores?

We are really excited about bringing waste-free shopping to more people throughout Aotearoa. We’re opening a new store in Titirangi April 2021 for all our Waitākere Refillers, located in the heart of Titirangi Village. Our flagship store is located in the heart of Te Atatū Peninsula – the first store of its kind in the West Auckland region.

Still got questions?

Feel free to get in touch