What it costs
Shipping is $8.50 per order, regardless of how many items are in it or where in the country it is going. The item itself is $0.00 and there is no tax on a donated good.
The charge covers the courier label, packing materials and the card processing fee. We do not add a margin.
How long it takes
Orders confirmed before 14:00 on a working day are packed the same day. Most parcels arrive within two to five working days after that.
Bulky items such as furniture are booked with a separate carrier and can take up to ten working days. Where that applies, the product page says so before you claim.
Local pickup
If the donor is near you, you can collect the item instead and pay nothing at all. Place the claim as normal, then message support with your order number and we will arrange a slot and refund the shipping charge.
Tracking
Every order gets a tracking ID when the courier first scans the parcel. You will find it in your confirmation email, and you can look it up any time on the tracking page using either the order number or the tracking ID.
Delays, damage and wrong items
If tracking has not moved for five working days, contact us and we will open a case with the courier.
If the parcel arrives damaged or contains the wrong item, send us a photo within seven days of delivery. We refund the shipping charge and, where a replacement exists, we send one.
If nobody is home, the courier leaves a card and attempts delivery twice more before returning the parcel to us.
Cancelling
You can cancel any time before dispatch and the shipping charge is refunded in full. After dispatch we cannot recall the parcel, but you can refuse it at the door and the refund follows once it reaches us.