Top Question

Do I need to operate the refill fountain myself?
Our beauty advisor will assist on the refill process as we require customers to not touch the refill machine to ensure the cleanliness, safety and quality of the product you are refilling. Our beauty advisors have been specially trained to use the machine and know where are the sensitive areas to avoid, in order to prevent any possible contamination of the products refilled.

WHAT ARE THE REFILL REQUIREMENTS?

What bottles can I use at the refill fountain?

It is recommended to use the L’OCCITANE forever bottle which you can purchase from our refill fountain stores or L'OCCITANE bottle of the same product (subject to inspection of suitability by our Beauty Advisors).
 
What is the difference between the forever bottles and plastic bottles from your brand?

Our forever bottle is made of aluminium, which is significantly stronger and can be used in a bathroom setting for a much longer time. Aluminium bottles are also recyclable again and again, making them an eco-friendly option. Our plastic bottles are made with recycled plastic and are recommended to be refilled for only up to 3 times before recycling. This is to ensure the strength, safety and quality of the bottle as well as of the product inside. By buying a forever bottle once, you are assured of the quality of the bottle in the long run and will use much less plastic over time.
 
Can I bring compatible bottles from another brand or a new unused compatible bottle (e.g. from a household store?)

To ensure the safety and quality of the product you are refilling, we are unable to accept bottles from any other brand due to the small possibility of residue in the bottle. Our refill fountains' nozzles are also specially calibrated to specifically fit our forever bottles as well as bottles from our brand.
 
Why do I need to change the plastic bottles and how often should I change it?
Our plastic bottles are made with recycled plastic and are recommended to be refilled for only up to 3 times before recycling. This is to ensure the strength, safety and quality of the bottle as well as of the product inside. The possibility of residue in the bottles could affect the safety and quality of the product you are refilling.
 
I have a bottle of another L'OCCITANE product that I would like to refill. Can I refill my bottle with other products since they are all stored in bottles from your brand, which you are able to sanitize?

To ensure the safety and quality of the product you are refilling, we are unable to accept bottles from another range due to the small possibility of residue in the bottle. Our sanitization chamber is only able to kill bacteria with UV light, it is unable to remove any residual product in the bottle.
 
If I am refilling the same product, why do I still need to clean the bottles?

The presence of any residual product in the bottle has the possibility to affect your refill's antiseptic ability, stability, quality and safety.
 
Can I fill two 250ml bottle when I purchase a 500ml refill at the fountain?

As the system is air-tight, the refill fountain is unable to stop dispensing the product once the refill amount has been set. If you would like to refill two 250ml bottles instead, you will have to purchase two 250ml refills.
 
Can I customize the volume of refill?

No. The volume of refill is already pre-set at 250ml or 500ml.
 
How do I know if the volume of refill is accurate?

The volume of refill is controlled by our refill fountain, which is regularly calibrated to ensure that the right amount of product is refilled.
 

HOW TO CLEAN MY BOTTLES?

What is the recommended way to clean my bottle?

Fill up your bottle halfway with warm water, seal the bottle by screwing on the pump and shake thoroughly. Pour out the water and repeat until no more bubbles are formed. Finally, rinse with cold water and leave the bottle upside down to air-dry.
 
What is the recommended way to clean bottle for products like conditioner or shower oil?

We recommended soaking the bottles of our conditioners and Almond Shower Oil for one day before washing. This allows the formula to dissolve for easier cleaning.

Why can't I refill bottles that are not completely dry?

The presence of any water in the bottle has the possibility to dilute the formula of the product you are reflling, which could possibly affect its antiseptic ability, stability, quality and safety.
 
How are my bottles sanitized?

The sanitation chamber uses an extremely strong pulsed UV light to effectively kill bacteria and instantly destroy surface microorganisms. It can kill over 99% of bacteria, viruses and microorganisms, including COVID-19, yeasts and mould.
 
Can you sanitize my plastic bottles?

The sanitation chamber uses an extremely strong pulsed UV light to effectively kill bacteria and surface microorganisms, and is made specially for our Aluminium forever bottles. This UV light affects the strength of plastic, making them fragile and unsuitable for use after sanitation.
 
Can I sanitize my bottles with alcohol or other disinfectants?

The presence of any alcohol or disinfectant residue in the bottle will affect the antiseptic ability, stability, quality and safety of the product you are refilling. The use of alcohols and chemical disinfectant to clean our aluminum bottle is also not recommended, as it might affect the structure of the bottle. We recommend cleaning the bottle with soap and water, then air-drying it thoroughly.
 
Why must I buy a new pump each time for certain products (such as Conditioners and Almond Shower Oil)?

Certain products have a thicker consistency, which means the pump is more difficult to clean thoroughly after use. This could affect the safety and quality of the product you are refilling, so we will require you to purchase a new pump each time you refill. We will send your pump for recycling on your behalf.
 
What is the recommended way to clean my pump?

Fill up your bottle halfway with warm water, seal the bottle by screwing on the pump and pump out the water. Repeat until the water that is pumped out is clear and not soapy.
 
How can I ensure that my pump is clean and dry?

We recommend separating the pump and the tube, thoroughly rinsing them and air-drying them individually.
 
Can we disinfect a used pump?

Our sanitation chamber is only able to sanitize the aluminium forever bottle and not the pump that comes with it. Thus, it is recommended that you clean and dry your pump thoroughly before bringing your bottle in for refill, to ensure the safety and quality of your product. For certain products with a thicker consistency that is difficult to clean thoroughly, we recommend buying a new pump for each refill.

Do we need to disinfect the new pump?

Our team of experts have thoroughly tested the use of brand new pumps with our refill fountain. You can rest assured that the safety and quality of the product is not affected.
 

WHAT ABOUT THE QUALITY OF THE REFILL PRODUCT?

What is the shelf life of my refilled product?

Products from the refill fountain have a shelf life of 12 months after it has been dispensed into the refill bottles. A label will be printed with every refill to indicate the shelf life of the refilled product.
 
What is the shelf-life of the product while it is inside the fountain?

Our refill fountain is stored in an air-tight vacuum inside the machine, which ensures its safety and quality for 12 months. We also have a designated system that manage our inventory in the fountains to ensure the safety, quality and shelf-life of the product.
 
How is the quality and shelf life of the product in the refill fountain tracked and ensured?

We have a designated system that manages our inventory in the fountains to ensure the safety, quality and shelf-life of the product. There are also strict protocols in place to ensure that the products we offer at our refill fountain are well witihin its 12-month recommended shelf life.
 
 
L'OCCITANE COMMITMENT ON REDUCING WASTE

What is the difference between Eco-Refills and products from the refill fountain?

Eco-Refills offer our customers an easy way to refill their L'OCCITANE favorite, as and when they need it at home. After it has been refilled into our bottles, products from both the refill fountain and Eco-Refills have a shelf life of 12 months. Eco-Refill packs have a shelf life of 36 months when unopened.
 
Why is there only a limited selection of products offered with the refill fountain?

We are always offering our customers more ways to reduce waste with us. With your support, we will be able to offer more products at our refill fountain in the future. For now, you can shop our extensive Eco-Refill range, which uses up to 97% less product packaging than the original containers.
 
Why do you continue to produce plastic bottles and Eco-Refills?

We understand that not every customer is able to commit to using only the refill fountain, which is why we continue to offer our products in other eco-friendly packaging. Our products are currently already housed in recycled plastic, where possible. Our Eco-Refills take it one step further by using up to 97% less packaging, and uses only recycled plastic. Our brand commits to using 100% recycled plastic in our packaging by 2025. In the meantime, we also offer our customers an easy way to recycle their beauty empties with our Big Little Things recycling program.