Help & contact

How much is your delivery charge?

The delivery fee for orders under £40 is £3.99. All orders £40 and over qualify for free delivery and are sent via DPD, DX, and Parcel Force for larger orders or via Royal Mail and Amazon shipping for smaller orders.
Delivery costs the same (free or £3.99) for subscribers, but you can save 20% off Bower and Bramley refills when you subscribe to them.

How long will it take for my delivery to get to me?

Your order should be with you within 3-5 working days. We'll keep you informed of dispatch updates and the estimated delivery date by email. Please get in touch via hello@bowercollective.com if you haven't received your order after 5 working days.

How can I track my order?

In your account, select View Order and you will be able to track your order once it has been processed and picked up for delivery.

Can I make changes to my next order?

In your account, scroll down the page to ‘Your next regular order’. From there you can see all the products in your next order, and can skip or edit products as you like.
If you would like to skip the entire order, you can just move the next order date back by up to 3 months and this will move all of your product subscriptions - it's completely flexible.
We also have a section at the bottom ‘Are you missing anything?’, suggesting other items you might want to add.

Can I make changes to my future orders?

In your account, the ‘Future orders’  section will show your next few orders. If you wish to change the quantity or frequency of any items in those orders, you can do so there.
Or, if you go to ‘Your subscriptions’ you can manage each product subscription individually and changes there will update all your future orders.

We're improving order management all the time, so if you have suggestions on how we can make it better or easier, please get in touch.

Can I change the quantity or frequency of specific products?

Yes, you can. Go to ‘Your subscriptions’. You can then click on the product and edit the quantity or frequency as you wish. At the moment you can’t switch the fragrance - you will need to add the new fragrance to your order and remove the one you don’t want.

How do I change my card details?

In your account, go to ‘Your details’ and you can add or edit ‘Your payment methods’.

I have moved. How can I change my address?

In your account, go to ‘Your details’ and you can add or edit your personal info here.

If you need your orders to go to two different addresses (like a second home or dependent parent or child), please create two separate accounts (we can help if you need assistance to do this).

When I try to log in it doesn’t recognise my email address. How can I access my account?

You may not be able to login because your account setup hasn't been completed and you still need to "activate" your account.

We send the activation email when you first subscribe or if you've tried to login unsuccessfully. Please check your email (including your junk mail) and look for an account activation email. If you need this re-sent or still can't login, please contact Customer Happiness at hello@bowercollective.com. 

Once this is resolved, you can then manage and adjust any subscription orders by logging into your account.

What's BowerPack™?

BowerPack™ is our reusable pouch with unique digital tracking and impact measurement built in.

Each pouch has it's own QR code on the back which you can scan to read more about the product and understand how many times it's been reused and how much carbon has been saved.

We trialled BowerPack in 2022 and will now be relaunching all of our refill products in this unique pouch which is designed to be reused over and over.

We're really proud of the effort that's gone into developing this evolution of our refill pouch. We hope that you get the refill "feels" when you dispense your products and send the pouches back to us - happy in the knowledge that you're getting the best natural products via a system that is 90% more carbon efficient than standard single use plastic packaging.

How many pouches can I fit in the pre-paid return envelope?

We recommend you put at least 4 pouches in but you are welcome to put in more (our record is 14!). Please make sure all the caps are tightly closed to avoid leakages. Then just seal it and pop it in the post.

Why should I return the pouch to Bower and not recycle it?

Sadly less than 10% of the plastic recycling placed in the green bin gets recycled in the U.K.

When you shop with Bower you can rest assured that you will never be contributing to the plastic waste problem. You return the pouches to us for free, and we ensure they are either refilled and reused or responsibly recycled here in the U.K.

How can I return my pouches?

You can put from 4 pouches up to 10 in our pre-paid envelope and then pop it in the post for free!

You can also attach a returns label to a plain envelope and pop it in the post box! If you don't have any returns envelopes or labels, you can request them at hello@bowercollective.com or send the envelope to this address:

Freepost RUCL–TSJT–LTHB
Bower Collective
6 Western Gate
Hillmead Enterprise Park
Langley Road
Swindon
SN5 5WN

How do I get a free returns envelope?

When you place an order on our website, the prepaid returns envelope will automatically be added to your cart.

Before October 2024, we also added envelopes automatically to scheduled subscription orders, however we found that customers were recieving too many.

Now, for scheduled orders you will need to log in to your account and add an envelope when you need one.

To do this, view your next order, find the message that says "Do you need any returns envelopes for your empty pouches?" and click the "Add to order" button.

The item I received isn't as I expected it to be. Can I return it for a refund?

We are sorry to hear that you wish to return your products to us.

To be eligible for a refund, you must get in touch via hello@bowercollective.com to let our Customer Happiness team know. Then, please send any unwanted items back to us using the below address:

Bower Collective
6 Westerngate
Hillmead Enterprise Park
Swindon SW5 5WN

You should then return the product within 30 calendar days of your purchase and the product must be in the same condition that you received it. It must also be undamaged in any way unless this is the reason for your return.

To make a return, please use our Returns portal linked here and take it to your local post office. Please package your items securely and write your order number (found in your confirmation email) on the outside of the box.

After we receive your item, we will inspect it and process your refund, which will be refunded to the original payment method you’ve used during the purchase. For credit card payments please allow up to 10 business days for a refund to show up on your credit card statement. Please note that we are not able to compensate for shipping costs of the original order or returns.

If you have initiated the return after 30 calendar days have passed, you will not be eligible for a refund. If you are unhappy with the product and are not eligible for a refund, please do contact us at hello@bowercollective.com and we will happily discuss this with you to find a resolution.

Are returns free of charge?

For returns of unwanted products, we are able to refund your items but we cannot compensate shipping costs. For damaged or otherwise unusable product returns, please feel free to contact us at hello@bowercollective.com and we can help you with the next steps!

I have a discount added to my order, but it won’t let me add another one. Can I add more than one discount to an order?

Unfortunately, you can only apply one discount per order.
Gift cards cannot be used in conjunction with discount codes - but they can be used with items on sale - check out our bundles for 15% off.

Do you do physical gift cards?

We do offer digital gift cards which can be emailed directly to your friend, colleague or family.

However, we do not have physical cards. If you would like us to do them please let us know at hello@bowercollective.com.

Are the deliveries Carbon Neutral?

Yes, we offset the carbon emissions for our entire business including the deliveries.

We work with Climate Partner to measure, reduce and offset the carbon we produce. We believe first and foremost that carbon reduction is the priority. Whilst we are working towards reducing our impact to zero, we are investing in carbon offsetting.

Is Bower a BCorp? What does that mean?

Yes! Bower Collective is a B Corporation. B Corps are companies that meet high standards of social and environmental performance, accountability, and transparency.

The B Corporation certification is an independent validation that Bower Collective is using business as a force for good. The certification process involves independent verification of our company’s impact on 5 Areas: Governance, Workers, Environment, Community and Customers. As part of the process towards becoming a B Corp, Bower Collective changed its foundational legal documents (the Articles of Association), to include a commitment to the 5 impact areas as well shareholder returns.

Find out more about our partnership with CleanHub

With every Bower order we work with our partners CleanHub to prevent ocean-bound plastic waste. We have committed to stop 10,000 kgs of non recyclable plastic from entering our oceans this year.

The contribution supports clean environments and creates sustainable jobs in the global south. CleanHub connect ocean-loving brands with local communities in the global south and facilitate the collection and safe processing of plastic waste.

They work with Green Worms Waste Management to run door-to-door collection services to intercept plastic waste before it can enter the environment. They help build these direct waste collections from households, providing communities with access to waste management for the first time to prevent open dumping.

Every financial contribution helps to expand the model across India and creates stable and dignified jobs for local communities in coastal regions.

After the waste has been collected, it is sorted into different categories so each material can be disposed of correctly. Recyclable plastic is sold to local recyclers, non-recyclable plastic is processed in the most environmentally sustainable way available.

We track all the plastic recovered through the CleanHub app. The collection and recovery efforts are in motion. Track here, how much plastic waste has already been recovered.

My dispenser stopped working. Can I get another one?

Our Bower dispensers come with a warranty guarantee of 2 years from the date of purchase. If you purchased your dispenser within this timeframe and it has stopped working with normal use, please send us a message at hello@bowercollective.com with some details about the issue and we'd be happy to help!

If you're outside of the warranty timeframe, don't fret! We have the option to purchase individual replacement pumps or replacement triggers for your broken dispensers, so you can still continue to use the dispenser without having to purchase a whole new one.

If you're not sure if your issue is covered under warranty, please reach out to us at hello@bowercollective.com and we will happily review this with you.