Frequently asked questions
The things people ask us most. If yours isn't here, send us a message.
Is the item really free?
Yes. Everything listed is donated and priced at $0.00. The only charge is $8.50 flat-rate shipping, which covers the courier label, packing and card fees.
Why do I have to enter card details for a free item?
The card pays the $8.50 shipping, nothing else. Your order summary shows the full breakdown before you confirm, and the total never changes after checkout.
Can I claim more than one item?
You can put several items in one cart and they ship together for the same $8.50. We do ask you to leave duplicates of the same item for other people.
How long does delivery take?
Most parcels arrive in two to five working days after the order is confirmed. Larger furniture can take longer, and we'll say so on the listing.
Where is my tracking number?
It's in your confirmation email under Order details, and it appears on the tracking page as soon as the courier scans the parcel. Enter either the order number or the tracking ID to look it up.
What condition are the items in?
Every listing carries a condition label that we assign after inspecting the item. Anything with damage worth mentioning is described and photographed on the product page.
Can I collect instead of paying shipping?
If the donor is local to you, yes, and collection is free. Message support with your order number and we'll arrange a pickup slot.
What if the wrong thing arrives, or it's broken?
Contact us within seven days with a photo. We'll refund the shipping charge and, where we can, find you a replacement.
Can I cancel a claim?
Yes, any time before the parcel is dispatched. After dispatch we can't stop it, but you can refuse delivery and we'll refund the shipping.
How do I donate something?
Email support with a photo and a short description. We take working electronics, furniture, books, kitchenware and tools. We can't accept mattresses, car seats, opened cosmetics or recalled goods.