Anwsers to your most frequently asked questions.
If you're still curious about something, feel free to get in touch.

General Questions

Why did you start Lavender & Lemon?

During Covid, I was researching what cleaning products I could use to keep my house as germ-free as possible. I was horrified to learn just how toxic cleaning products are - even those that are marketed to keep us safe and healthy. I spent the next year learning all about environmental toxins and how to formulate my own safe, eco-friendly cleaning products…and here we are! You can read the whole story here.

How long does the cleaning product scent last?

Lavender & Lemon products are scented with 100% pure organic essential oils. You will smell the beautiful oils as you clean, but they will not linger in your home or on your clothes because they do not contain Phthalates.

Phthalates are a group of toxic chemicals used (among many other things) to “fix” fragrance to a product. They are why your house smells clean hours after you’ve finished cleaning it or why you can still smell your clean laundry days after it’s been washed. Phthalates are linked to multiple serious health issues, including endocrine disruption, cancer and developmental and reproductive toxicity.

Of course, we want our home to smell clean and inviting, but it shouldn’t be at the cost of our health. You can enjoy the momentary scent of Lavender & Lemon products whilst you clean, safe in the knowledge that they will not harm your health or leave toxic chemicals behind.

Are your products safe for septic tanks?

Lavender & Lemon ingredients are plant-based, and biodegradable so they should be safe for septic tanks but please speak to your plumber if you are concerned.

Why do you ship water? Wouldn't a concentrate be more eco-friendly?

Water isn’t as simple as it seems, at least when it comes to cleaning and cosmetic formulas. 💧

Just-add-water concentrates rely on standard tap water, which generally contains small metal and mineral ions. It’s also likely to contain a combination of synthetic and natural chemicals used to treat the water, so it’s safe to drink. Unfortunately, those additions in tap water can react with ingredients in a formulation which can affect the PH level, quality, stability and cleaning power of the concentration, or worse, render the preservative ineffective. Of course, those potential issues may not be a factor or a concern for all manufacturers, but they are for us.

At Lavender & Lemon, we want to control every aspect of our formulas to ensure quality and stability, so our products are made with hi-grade deionised water. Simply put, deionised water is water that has been processed through a filtration system that removes nearly 100% of all elements other than the hydrogen and oxygen that form the water molecule. Essentially, it is completely pure water. Because all of the ions have been removed, it makes a great cleaning agent for a variety of surfaces and leaves behind no residue, spots, or stains on surfaces making it much more efficient than tap water.

With all that said, we are very mindful that our heavier products increase transport emissions which is why we invest in carbon removal projects that support the planet and undo the shipping carbon we emit. If you have a moment, you can read about our Environmental Ethos.

Hopefully soon you will find Lavender & Lemon stocked in your local refill shop which will decrease transport emissions even more.

Are your products safe around children and pets?

At Lavender & Lemon, the health and safety of our customers—and their beloved pets—are of utmost importance. Our products are classified under the stringent CLP Regulation (EC) No 1272/2008, ensuring high levels of protection for health and the environment. Each essential oil in our formulations is crafted to be safe for human use and follows the safety standards set by IFRA.

However, it’s important to note that these safety assessments are primarily based on human exposure and not specifically designed for pets. Our products come with clear warnings to keep them out of reach of children and pets. Many of our customers have pets and have reported no issues. Our products were developed in a pet-friendly home without any problems, but it's always wise to be cautious.

Here are some guidelines for using our products safely around pets:

- Never spray directly on your pet, their bedding, or near their food bowls.

- Birds, in particular, are sensitive to essential oils, so it’s best to move them out of the room while using these products.

- Essential oils in our products are highly diluted, used at less than 1% total concentration.

- Known allergens are listed on our website and product labels, so please use caution if using around children or animals with sensitive skin, allergies, or other health conditions.

If you have any concerns about using our products around your pets, please consult your vet. Your pets' safety is as important to us as it is to you. 

Where are your products made?

Lavender & Lemon products are formulated in small batches in Abergavenny, a beautiful Welsh town at the foot of the Brecon Beacons. We are an approved member of "Made In Britain".

Why do your products come with a warning?

Cleaning products are regulated under both the EU Classification, Labelling and Packaging (CLP) Regulation (EC) No 1272/2008 and the Detergents Regulation (EC) No 648/2004. It is a legal requirement that preservatives and allergenic perfume ingredients, including essential oils, include a precautionary warning statement. Lavender & Lemon labels include the < ! > warning symbol because our cleaning products contain very small amounts of naturally occuring allergens found in essential oils and preservatives that may cause an allergic reaction, irritate your respiratory system or irritate eyes. Legally, and for your safety, all cleaning products should be labelled appropriately and include accurate warning information.

If a cleaning product that you use contains essential oils and / or preservatives but does not include a warning symbol or claims that they are not required to, you may want to contact the manufacturer to enquire if all allergens and preservatives are listed and whether they conform with CLP and Detergent Regulations.

Can I fill any spray bottle or tin with Lavender & Lemon products?

Yes, you can use any container you prefer. However, we recommend you use a properly labelled Lavender & Lemon bottle or tin as they meet strict Classification, Labelling and Packaging (CLP) regulations and list all of the ingredients in case you ever need to refer to them.

How many times can I refill the bottles or tins?

We chose aluminium containers because they can be reused indefinitely. There is no limit to how many times you can refill them.

Do all containers come filled with product?

Yes, all containers will arrive filled with whatever product you have ordered.

Can refill containers be recycled?

Yes, refill packaging is either cardboard or aluminium and can be fully recycled with their labels at the curbside.

How do I take care of the spray trigger and pump?

We have invested in high-quality spray triggers and pumps, so they should require very little maintenance. If for some reason they clog, run under warm water to clean.

Return & Refill Scheme

What is a Return & Refill Scheme?

The Return & Refill Scheme celebrates the positive impact we can make towards sustainability. By returning your empty 1 litre bottle to be refilled, you'll earn 10 loyalty points for each refill, contributing to a significant reduction in waste and carbon footprint. This initiative is part of our commitment to a greener future, where every effort counts towards making a meaningful difference, no matter how small. 

You will alos receive an additional 15 points for every undamaged empty bottle you return. 

How do I return my bottles?

A FreePost label will be included with every order that includes a 1 litre bottle. Use the FreePost label to return your empty bottle to be refilled for your next order.

You can also include any additional undamaged empty bottles you no longer need. 15 loyalty points will be added to your account for every bottle we can reuse.

Can I return bottles from other brands for refilling?

Only bottles purchased from Lavender & Lemon are eligible for refill to ensure quality and compatibility with our refilling process.

Do I get a discount when I refill a bottle?

You'll receive 10 Lavender Loyalty Points for every bottle you refill and an additional 15 points for every undamaged empty bottle you return. These points can be redeemed for discounts on future orders.

What products can I refill?

You can refill any Lavender & Lemon product.

How are bottles cleaned before refilling?

We request that customers clean bottles with warm soapy water and allow to dry before returning to us. All returned bottles undergo a rigorous sanitization process using eco-friendly methods to ensure they meet our high standards of hygiene.

How do I redeem loyalty points?

For every bottle you refill, 10 loyalty points will be added to your Lavender Loyalty account. These points can be redeemed against future purchases. You can track and redeem your points through the website.

Is there a limit on how many bottles I can return or refill?

There is no limit. You can return and refill as many bottles as you like.

What are the environmental benefits of this scheme?

By participating, you help reduce waste, conserve natural resources, lower carbon emissions, and support a more sustainable and circular economy. It also reduces the need for new packaging and minimizes our overall environmental footprint.

Are there any additional costs for participating in the scheme?

No, there are no additional costs. In fact, you save money by earning loyalty points each time you participate that you can redeem for future discounts.

What happens to bottles that are no longer usable?

Bottles that can no longer be refilled are responsibly recycled or repurposed, minimizing any environmental impact. If you have a bottle that is damaged and can't be returned to us, you can place it in your curbside recycling or repurpose it.

We use old bottles to water plants and in the winter we fill them with warm water to use as a hot water bottle when for cold days outside at the market!

Can I refill my 1 litre bottles if I have a subscription?

Yes, absolutely! If you're subscribed to 1 litre refill products, you can still participate in the Return & Refill Scheme. Simply return your empty bottle to us, and we will refill it for your next subscription order. This way, you can continue enjoying your regular discounted deliveries while being part of our sustainability efforts.

Refill Subscriptions

How do refill subscriptions work?

Refill subscriptions are a great way to ensure you save money and never run out of your favourite Lavender & Lemon cleaning product! Select your delivery schedule from the product page, and we'll automatically send your refill when it's due.

You can read the Subscription policy here.

Am I automatically subscribed to a subscription when I make a purchase?

No. On the product page you have the option to purchase an individual product (this is selected by default) or sign up to a subscription. The choice is yours before you complete your purchase.

There are no hidden subscriptions.

How do I change or cancel my subscription?

To manage your subscription, log in to your account and click Subscriptions. From there, you will be able to edit and cancel your subscription.


What is your return policy?

We have a 14-day refund & return policy which you can read in full here.

How long will it take for my order to arrive?

All orders are shipped via Royal Mail Tracked48. You will receive an order confirmation email on purchase and another notification when your order has shipped with your tracking number. The aim is to post your order within three business days of receiving it. You can read the full shipping policy here.

As a small artisan business who makes all products by hand, it's impossible to compete with the likes of Amazon when it comes to shipping times, but rest assured your order is posted as quickly as possible. Thanks for your understanding and support. ♥️

Do you ship outside of the UK?

No, we only ship within the UK, and we only work with suppliers in the UK who share our social and environmental ethos in order to keep transport emissions as low as possible.

How is your carbon neutral shipping calculated?

Every month, the Shopify Planet app tracks the total emissions generated by Lavender & Lemon shipped orders.  The app automatically calculates our monthly carbon removal cost—through either natured-based or high-tech-based solutions. The carbon removal credits we purchase ensure that all orders for the month are truly carbon neutral.