FAQs – Online Shop

Items we can’t accept

We appreciate all donations, but we are unable to accept items which we cannot sell and would require us to pay for disposal. ​ This includes anything dirty, damaged or with missing parts.

Clothing:

Nightwear without the label ‘Warning, Keep Away from Fire’ or ‘Low Flammability’

Children’s clothing or fancy-dress costumes without fire safety labels, including hand-knitted clothing   

Animal furs (also applies to non-clothing items) 

Used underwear   

Branded uniforms (working uniforms with logos, excluding school uniforms)

Used Swimwear

Children’s Items  

Cot Bumpers, pram mattresses, used mattresses, children’s pillows  

Repainted Cots and drop side cots

Used breast pumps, sterilisers 

Car seats or booster seats  

Children’s garments with drawstring hoods (we can accept this clothing if the drawstring is removed)

All inflatable armbands and rings worn as floatation aids   

Furniture and Homeware  

Used pillows, duvets, and mattresses   

Cushions and cushion covers without relevant fire safety label attached to outer cover or inner filling  

Furniture that does not comply with fire retardant standards or without relevant fire safety labelling (unless pre-1950s) 

Unboxed or partially burned candles

Blinds without original packaging and safety instructions 

Used hot water bottles 

Coat hangers (excluding wooden hangers)

Cooling tower/fans

Electricals   

Electric blankets 

Electric showers 

Sunbeds and tanning equipment 

Fridges and freezers 

Washing machines, tumble dryers, and washer dryers 

Sharps/Weapons  

Firearms of any kind, including airguns, ammunition (including replica guns, unless obviously toys)

Knives, daggers, stabbing or martial arts related weapons

Sharp gardening tools, axes, and scissors (except cutlery)

Swords, sword sticks, crossbows and catapults

We cannot sell dangerous items for legal and safety reasons. 

You can dispose of sharps or weapons via your local police station. 

Heating and Cooking Appliances 

Gas appliances, gas cylinders and oil-filled radiators   

Microwaves 

Storage heaters  

Oil and gas Agas 

Sports “Exercise” & Safety Equipment 

Buoyancy aids, life jackets, inflatable dinghies, and toys  

Safety helmets, harnesses, riding hats and crash helmets   

Climbing equipment  

Fire-fighting equipment and fire extinguishers 

Software and Hardware  

Home-recorded videos, CDs, DVDs, software, or games

Videos, CDs & DVDs which aren’t legally classified by the British Board of Film Classification   

Used Drives and SD cards/ USB sticks

Used mobile phones, PCs, Laptops, or tablets   

Miscellaneous 

Chemical/hazardous items such as cleaning agents, solvents, adhesives and poisons

Any form of smoking/vaping/drug paraphernalia, apparatus or accessory

Culturally insensitive items, such as ethnic caricature dolls

Pornographic or adult material and accessories  

Flammable items such as firelighters, barbeque lighting tools, spray paint, fireworks, fuel and fuelled equipment 

Prescription or general medication including vitamins

Any items made from ivory or items made from endangered species

Counterfeit (fake or imitation) products  

Plant seeds  

When your order is dispatched, we’ll send you an email confirming your tracking reference number. This reference is your unique tracking number for your order and is your first port of call to find out information such as where you order is coming from, which carrier it’s arriving with, when it was picked up, how many items it contains and its current status.

Please note – With so many of us are staying at home at the moment, we’re relying on delivery more than ever. This has put a huge amount of pressure on courier and delivery networks who are trying to keep up with demand while also ensuring their teams stay safe and healthy at work. This may mean your delivery is a tad slower than usual.

Don’t panic! The first thing to do is to have another look at the tracking reference number provided in your shipping confirmation email. This will be where the courier makes updates to the current status of your parcel. If it’s being returned to a depot, this often means that it will be dispatched on another delivery truck soon.

Our courier partners will usually attempt delivery on a subsequent delivery run. It may not be the very next day, and can be dependent on the local operations of the courier. But fear not, we will ensure you get your goodies safely!

If more than ten business days have passed since you placed your order and the delivery still hasn’t arrived, please contact us so we can investigate it for you. If we can’t track your order down, we’ll send you a free replacement right away.

It’s super helpful to include this information when you contact us, so we can confirm a few things immediately: