Q. Is this a deposit?
Yes it is a deposit and should you wish to pull out of the return system you can at any time. Just let us know, return your jars and we will refund you.
Q. What area do you cover?
We are based in Whangarei and can service anyone within this district. Even if you are rural, that's ok! We are looking to introduce a monthly delivery & jar collection in Auckland - so is this is something you are keen on let us know!
Q. How do I know if I am a lite, medium or heavy user?
Don't worry if you aren't sure on your usage, you can always upgrade if you need to later down the line, just send us an email.
If you are a pro at returning your jars then this will help keep you within your threshold. If you want more flexibility to return jars later when you have a bigger collection - then we recommend the medium or heavy user type.
Customers that order a handful of items each shop, would be best suited to our Lite User.
Our Medium Users, are those who do a bigger shop but maybe for only 1 -3 people.
Heavy Users, are our full family shoppers or those that love Forward so much they get almost all of their shopping from us. These are also the shoppers who use a lot of our higher priced amber bottles.
Q. What happens if I reach my user threshold?
You don't need to worry, we will keep a track of how many jars you order and return. Should you be coming close or go over your user threshold, we will email you to let you know you need to return more on your next order or upgrade to the next user type.
Q. Do I need to clean the jars before I return them?
No, we sterilise every jar that is returned to us. If you want to rinse it out, then by all means do so, this saves us a little time - but you don't need to.
Q. How do the reusable bags work?
We have the option to select a reusable bag in the bakery section, this will soon be extended to other products also.
Our reusable bag refill service, is only available for our Forward Whanau Return System MEMBERS.
Members can send their reusable bags in with their empty jars and select the 'MEMBERS - refill my reusable bag' option on the packaging drop down.
As we can't sterilise these bags, they can't be used for other customers and thus they are NOT a part of your members credit. This means you will need to buy bags separately or you are welcome to send in bags you already own! Please note, you need to send them in to us in a clean, ready to be filled state and ideally with your name on.
If you can't remember how many bags you have returned to us and want to check before you place an order, just flick us an email or text.
Q. What if I break some of my jars?
That's ok, it happens! This just means that when you decide to leave our return system you won't be able to return all the jars that our records show you have. We will just deduct this from the amount that we refund you.
Q. What if I am purchasing gifts and won't get the jars back?
If you are planning on giving any items as gifts and will not be planning on returning the jars, we recommend you pay the jar price so it doesn't eat away at your user deposit.
Q. Which courier service do you use for the return service?
We are super lucky to have partnered with local's Michal & Will. They run an iPad hire service, but love Forward's kaupapa and were keen to get involved! As we need a courier that will treat our jars with care and pick up the empties - we are super stoked to have Michal & Will offering this great, personal service.
Q. I have jars from the physical store, can I return these?
Yes you sure can, but you will need to join the return system. Dependent on your usage and the amount of jars you have at home - the lite plan might be suitable for you in this case. We will note all the jars you return to us, so your extra jars will just put your account in a surplus.
Q. I'm still not sure, can I talk to someone about it?
Sure, please do not hesitate to contact us if you have any questions. Our email is: firstname.lastname@example.org and contact number is 0204 080 6650.