FAQs

Delivery

We currently deliver twice a week, on a Monday and Thursday evening.

If you order by 12pm (noon) on one of our delivery days, you’ll get your delivery that evening. Order after 12pm, and you’ll get your delivery on the following delivery day.

Order on Thursday (after 12pm), Friday, Saturday, Sunday or Monday (before 12pm) and your order will arrive Monday evening.

Order on Monday (after 12pm), Tuesday, Wednesday or Thursday (before 12pm), and your order will arrive Thursday evening.

No, you don’t need to be at home in order to receive your delivery. If you aren’t going to be home, please provide us with a safe place to leave your order in the 'comments' section when checking out. Alternatively, if you would like us to delivery on the following delivery day, let us know in the same 'comments' section when checking out.

If you’re not in, and you haven’t asked us to leave your delivery in a safe place, we’ll try and deliver to you again on our next delivery day.

We charge a standard delivery fee of £5 on your order. If you are a subscriber, you get 50% off your delivery. If your order is £50 or more, delivery is free.

Your shop will arrive in our delivery bag made from up-cycled hessian coffee sacks. Inside it, you’ll find your food products in cotton bags, and liquids in plastic spout pouches. Some smaller products, such as spices may come in brown paper bags. We collect, clean and re-use all our packaging, hence the ‘zero-waste’.

We are currently delivering to parts of South West and South East London, including Battersea, Clapham, Balham, Stockwell, Brixton, Herne Hill, Camberwell, Dulwich and Peckham. To see a map of our current catchment area and for more information, please visit our delivery page.

If you live just outside our delivery area, please get in touch as we may be able to deliver to you.

Packaging

All the packaging items that get returned to us for reuse, such as the cotton bags and spout pouches, will have a red ‘Help Me Get Home’ stamp or label. When they’re empty, just put them all in the hessian delivery bag and we’ll collect it from you.

If you are a subscriber, we will collect the reusable packaging when we next deliver to you. Please can you leave your hessian bag - with the empty product packaging (cotton bags, spout pouches and bottles) inside the bag - either outside or in a safe place for us to collect. If we are unable to collect the packaging after 2 attempts, we'll charge you a £1.00 deposit per packaging item - this will be refunded once the packaging is collected.

If you are a one-off shopper, we will organise to collect the reusable packaging from you within 4 weeks. If we are unable to collect the packaging after 2 attempts, we'll charge you a £1.00 deposit per packaging item - this will be refunded once the packaging is collected.

If you want to permanently keep hold of the bags or spout pouches, that’s great. Just let us know and we’ll arrange payment for them. Alternatively, you can buy ones without the ‘Help Me Get Home’ stamps from our store.

Mistakes happen. You will not be charged for any damaged packaging but please let us know.

Managing your order

If you are a subscriber, you can pause or cancel your subscription at any time . You can also remove or add items to your basket in between deliveries. The frequency of your orders can also be modified at any time. You can do this all on the manage subscriptions page.

If you are a one-off shopper, please contact team@innzerowaste.com and we can modify your order together.

You can pause or cancel your subscription by visiting the manage subscriptions page.

You can make changes to either your whole subscription or to individual products by visiting the manage subscriptions page.

You can make changes to either your whole subscription or to individual products by visiting the manage subscriptions page.

Health and safety

If you, or anyone in your household/close circle suffer from a serious allergy, we politely request you do not shop with us. Given the nature of our zero waste operations, our products may contain traces of allergens due to cross-contamination.

Your health and safety are important to us and we understand that COVID-19 means that we need to change the way we operate.

We apply the following sanitary measures for deliveries and returns:

When preparing orders we use antibacterial gel before packing orders and disinfect our packing equipment after each packing session.

When delivering orders:

  • We wear masks during delivery and use antibacterial gel in between the delivery of each order.
  • We maintain a 2-metre distance during delivery and, if preferred, we can place your shopping at your doorway or in the specified safe area ensuring no contact is made.
  • If you are self-isolating, please provide us with details in the 'comments' section when checking out and let us know of a safe place to leave your order.
  • As proof of delivery, we take a photo of the delivery bag, with the door open (you don’t need to be in the photo), or in the specified safe place provided.

When receiving returned packaging:

  • The return of your delivery bag, cotton bags and spout pouches are done so following the same sanitary guidelines.
  • We will ask you to leave your delivery bag, with the empty product packaging (cotton bags and spout pouches) inside the bag, either outside or in a safe place for us to collect.
  • Upon return, all the packaging is thoroughly cleaned and sterilized.