Frequently Asked Questions

We recommend checking the delivery immediately for any noticeable damage. If you notice that product(s) are not in acceptable condition or any other irregularities, please contact the customer service team immediately.

Please contact the customer service team.  When contacting the customer service team, please quote your order number and provide a full description of the compliant (and where possible provide photos of the issue) and the quantity affected. 

This will enable the customer service team to resolve your issue as quickly as possible.

Glass is 100% recyclable and can be recycled endlessly without loss in quality or purity.

Glass is made from readily available domestic materials, such as sand, soda ash, limestone and “cullet,” the industry term for furnace-ready recycled glass. The cullet glass percentage used is 10%-40%. Glass that is coloured or glass that is colour sprayed can also be recycled, however, it is advised for the customer to check with their local waste authority for further advice & to ensure they have the capabilities to collect & recycle the glass. Most waste authorities will issue separate glass recycling bins.

Currently, our closures and lids are made up of an assortment of both single and mixed material items.  For example, the pipettes we supply are made from multiple materials (cap, bulb, and glass), therefore in this case, each of these items needs to be disposed of separately.  While not all our closures/lids can be recycled at this time, we are always looking at possible alternatives so that we can provide more sustainable options in the future. [I am looking into this in more detail and will be able to provide more information in future)

We do not test products or ingredients on animals, or commission other organisations to do so on its behalf.  We do not purchase or use any materials from any company that tests anything on any animals for any purpose (except for the unavoidable case of needing to meet the requirements of REACH legislation).  We operate on a Fixed Cut-off Date of 1st June 2007, after which ingredients and products supplied to us should not have been tested on animals by any of its suppliers (REACH came into force on 1st June 2007, which is why we have chosen this cut-off date).  We encourage suppliers that must test for safety, to use alternative testing methods and to fund the development of non-animal testing methods.  We do not use ingredients and products that contain animal derivatives that are unsuitable for vegetarians.

We can confirm that all clear and amber glass bottles and jars, as well as all food-grade caps and lids, meet the applicable UK and EU food contact legislation. This includes compliance with the Materials and Articles in Contact with Food (England) Regulations 2012, Regulation (EC) No 1935/2004, and all subsequent amendments — as confirmed by our suppliers.

However, it remains the responsibility of the Customer to ensure that all vessels are thoroughly cleaned and free from contamination prior to filling. This ensures that the final packaged product fully complies with all relevant regulatory standards. This applies whether the filling is done by the Customer directly or by any third-party contractors.

To greatly reduce the risk of thermal shock, we recommend the following:

• For hot filled product we would recommend that the containers are filled at ambient temperatures, therefore allow the glass to reach room temperature before filling.
• Heating and cooling should be gradual, by slowly taking the glass up to the required temperature and then slowly cooling it back down.
• Freezing should be slow, ensuring sufficient headspace in the vessel to allow the product to expand without unduly stressing the container.  Thawing should be natural and not under assist from a heat source.

Shipping costs are calculated based on the weight and destination of your order.

Rates start from £4.77 for parcels up to 1kg, and up to £70 per pallet for larger shipment.

Your exact shipping cost will be automatically calculated at checkout, once your order is ready.

Please note: Larger, heavier, or more complex shipments may require a separate shipping quote, which we’ll provide promptly.

We currently offer Next Day Shipping as our standard delivery service. At this time, we do not offer alternative or lower-cost shipping options.

Please note: Our dispatch time is typically between 2 to 3 working days, and your order will be shipped on a next-day service once it has left our warehouse. Tracking details will be automated through our courier.

Yes, we do ship internationally.

Shipping rates to many destinations, such as Norway, Germany, and France, are available to view at checkout.

For regions further afield – including China, Africa – shipping is offered on a price on request basis, due to varying international carrier rates.

To arrange international delivery to these regions, please contact our customer support team, who will be happy to assist with a personalised quote.

At this time, we’re unable to offer an expedited service beyond what’s already in place.

All orders are dispatched within 2-3 days and sent via our Next Day Shipping service once they leave our warehouse.

We understand the excitement of receiving your order and always do our best to get it to you promptly!

We aim to process all orders within 2–3 business days. Please note that we do not process orders over the weekend.

During busy periods – such as holidays or special launches – processing times may be a little longer. If there are any delays, rest assured we’ll keep you informed every step of the way.

Yes, absolutely. Once your order is dispatched, tracking details will be sent automatically to you via email from our dedicated courier. Alternatively, you can quickly track your delivery using our chat box in just a few clicks..

We’re pleased to share that we’re working towards offering a warehouse collection service for our customers. In the near future, you’ll be able to collect your orders directly from our warehouse in Chichester. We’re putting everything in place to make this option available soon and look forward to offering you even more flexibility and convenience.

If your expected delivery date has passed, don’t worry — we’re here to help.

Here are a few steps to take:

• Check your tracking information – This will give you the most up-to-date status on your parcel.
  
• Still need help? - Please don’t hesitate to get in touch with us via our support chat or email. Our team will be happy to assist and look into it for you promptly.
  

Yes — as long as your order hasn’t yet been dispatched, we’re happy to help.

Please contact us as soon as possible via our support chat or email, and we’ll do our best to update your shipping details before your parcel leaves our warehouse.

If you’re not in when delivery is attempted, the courier will leave a calling card or try to redeliver. Sometimes, your parcel may be left in a safe place or taken to a nearby collection point, depending on the courier’s policy.

If you would like your parcel left in a specific ‘safe place,’ please add this note to your order at the time of purchase. This ensures the correct delivery instructions are selected when your order ships from Chichester.

Please note that our courier partner, cannot take delivery instructions from us if the wrong option has been chosen automatically in their system, so adding the note at checkout helps avoid any confusion.

If you’re ever unsure about your parcel’s status, feel free to contact us — we’re here to help.

Yes, occasionally deliveries can be delayed due to factors beyond our control. This may include adverse weather conditions, courier service disruptions, or increased demand during busy seasons.

Please be assured that we always aim to deliver your order promptly and will keep you informed if any delays arise. We appreciate your patience and understanding as we work hard to minimise any inconvenience.

When products are delivered outside of the UK, unless we have specifically agreed to include these in our delivery costs, you are responsible for any customs duties, import taxes, and handling fees.

Customers will receive a notification when their order has been dispatched and scheduled for delivery. You will also have the option to request delivery to a safe place.

Please note, if leave in a safe pace is selected , you the customer will accept full liability for the shipment.

If the first delivery attempt is unsuccessful, a calling card will be left with details, and the customer will receive a notification to reschedule with the delivery hub. The courier will attempt a maximum of two deliveries. After two unsuccessful attempts, the order will be returned to Colorlites. To have your order re-delivered, it will need to be rebooked, and additional delivery charges will apply.

If you request for your order to be left in a safe place, the courier will leave the parcel in the designated location, and proof of delivery will be available. Please note that the security of the safe place is the customer’s responsibility. Colorlites cannot be held responsible for missing items once the order has been delivered to the safe place with proof of delivery.

Yes, unused and undamaged items can be returned within 14 days of delivery for a full refund. You must return them at your own expense to: Unit 5, Gravel Lane, Quarry Lane Industrial Estate, Chichester, PO19 8PGin their original packaging where possible.

Yes, customers are responsible for the cost of returning unwanted items.

No, personalised goods – including decorated or painted glassware made to your specification – are non-returnable unless they are faulty or damaged.

Please contact us as soon as possible. We’ll discuss your options for a return or replacement.

We aim to process all orders within 2–3 business days. Please note that we do not process orders over the weekend.

During busy periods – such as holidays or special launches – processing times may be a little longer. If there are any delays, rest assured we’ll keep you informed every step of the way.

No, we do not guarantee glassware is suitable for specific purposes such as holding cosmetics. If you require sterile or clean glassware, it is your responsibility to clean or sterilise it after receipt.

Once we receive your returned items in unused and undamaged condition, we will process a full refund via your original payment method.