Questions & Answers

If you have the old style large clear sack with the lines and Genie logo on it, you will need to request a new Genie Recycling Pack as the courier will no longer collect this size of sack and we are unable to provide a payment for any clothing returned in these sacks, due to the fees charged by the couriers.

The new packs we send out, contain two smaller sacks that are approximately half the size of the old style sack we used to provide.
The new sacks will hold 30kgs+ of clothing between them, just like the old style sack. Both sacks in the pack will have the same reference number, to make it easier to book your collection.

The two smaller sacks we now provide, will have the weights added together in your valuation email.

if you are only using one of the two sacks provided, please return the unused sack within your first sack, so that it can be recycled by ourselves.

This change was necessary, due to changes within the courier collection industry.

We apologise for any inconvenice this issue may cause.

If your clothes collection is booked for collection today and it is necessary for you to leave your premises prior to the collection being attempted, firstly, please contact our Customer Support Team on 08432 897 442 as early as possible to help deal with your enquiry. You then have two options available to you:

1) The clothes collection that day can be cancelled and a new collection can be booked at your earliest convenience via our "request a collection" page.

2) Your Genie Collection Sacks can be left outside for the courier to collect! However, we recommend you do not leave your clothes collection sacks outside due to the increasing amounts of rogue 'charity collectors' stealing clothing sacks from outside peoples homes.  Changeable weather conditions that may also result in your unwanted clothing becoming unacceptable due to wet/dampness.

IMPORTANT: If you choose to leave your Genie Collection Sack outside for collection you MUST inform a member of our Customer Support Team on 08432 897 442 as instructions are required  for our National Couriers to successfully collect your clothing.

If you are a first time customer to GenieRecycling.com you are only able to order ONE Genie Recycling Pack & that pack must be valuated prior to requesting more packs!

If you believe you require MORE than ONE FREE Genie Collection Pack you MUST contact a member of the Customer Support Team on 08432 897 442 between 10am-4pm Monday - Friday (excluding public holidays).

We suggest that each customer only request ONE Genie Recycling Pack at a time to make sure that each pack is filled at least 10kgs or more for processing. Please note that each Genie Collection Pack can hold over +30kg (approx. 8 full bin bags) of clothing and is very strong and will not rip or tear.

IMPORTANT: We only accept clothing that has been delivered using the specific Genie Collection Sacks that we provide. We DO NOT accept black bin bags.

Your order reference number can be found on your Genie Recycling Pack welcome letter or on any of our our confirmation emails (example FGR657JU). Your courier tracking number is sent to you via email in the collection confirmation email that we send after booking your collection.

IMPORTANT: If you can not find your order reference number or have misplaced your welcome letter, please email the Customer Support Team stating your full name (forename & surname) and your postcode. We will then email the relevent information to you.

Need to change the date of your collection or want to arrange a collection from an alternative address?

Please contact our Customer Support Team via the support page or call 08432 897 442 (10am - 4pm, Monday to Friday) to have someone personally deal with your enquiry.

Please allow 48 hours between your support request and the date of collection.

We will require the following details:

1. Your order reference no.

2. The new collection address including postcode.

3. The date of your collection (Monday-Friday).

Once we have the following information your collection will be booked and confirmation provided via email.

Please note: Your confirmation email will state your original address for payment and NOT the new collection address provided unless you have moved house, where the old address will be replaced.

Our Genie Collection Packs hold an estimated 30kg of unwanted clothing, shoes and accessories quite comfortably. If you think you have managed to fill your collection pack with more than 30kg of textiles please do not worry!

Our National Couiers are excellent and if neccessary will collect packs that are over 30kg in weight.

Firstly, apologies for the missed collection by our National Couriers! All National Couriers do have a 98% success rate for collections but like ALL national couriers cannot 100% guarantee that collection times will not be missed due to external factors such as weather conditions, traffic problems, delays at prior collection addresses and national holidays.

Please understand that the missed collection has been an issue with the service provided by the National Couriers and not a fault on our behalf. We will send you an email on the next working day (once we have been informed of your missed collection by the National Couriers) to ask you to arrange a new date for collection.

IMPORTANT: Our National Couriers DO NOT automatically rebook a missed collection for a next day pick up. New collections MUST be rebooked via our online or Customer Support Team services.

Please be aware that our National Couriers are unable to contact you directly due to the volume of collections that take place each day. If our National Couriers calls at your premises and no-one is available to give the sack to the driver, a card will normally be left (due to data protection a card will not be left at unsecure premises, for example, flats and student accommodation) to informing you that a collection attempt was made.

To request a new collection either visit the Request A Collection page with your order reference number. If you are having difficulties, please call the Customer Support Team on 08432 897 442 (10AM - 4PM Monday to Friday) to have someone personally assist you.

Please Note: Our National Couriers provides GenieRecycling.com with evidence, in the event that if you are not available to sign for the collection of your clothing sack. This service removes any doubt as to whether the National Couriers have visited your premises.

To change your payment method, please contact a member of the Customer Support Team and we will be happy to assist you in changing your payment method.

PLEASE NOTE: YOU MUST INFORM A MEMBER OF THE CUSTOMER SUPPORT TEAM VIA EMAIL OR TELEPHONE (08432 897 442 10AM-4PM MONDAY - FRIDAY) IF YOU HAVE NOT SELECTED THE SACK OUTSIDE OPTION WHEN BOOKING YOUR COLLECTION!

You can leave the sacks outside your home for collection but you are required by law to have a note on the door for the courier that includes:

1. Your full name
2. What the courier is collecting (white clothes collection sacks)
3. Where the sacks are, example, “Dear courier the sacks for collection is behind the bin.” Even if it's obvious you MUST state where the sacks are!

The note acts as authorization for the courier to accept collection of the clothes sack without you the customer being present.

Please note: We will not accept responsibility for the loss or damage (stolen or dampness) of your clothing until it has been taken by the courier!

The maximum number of FREE Genie Recycling packs that can be requested at once is TWO!

This is the maximum number of packs a courier will collect in one go as it helps prevent large quantities of textiles that are either damaged or stained being collected from trade sources, such as, charities, house clearances and/or trade stock items that we are unable to process.

If you believe you require MORE than one Genie Recycling Pack you must contact a member of the Customer Support Team on 08432 897 442 between 10am-4pm Monday - Friday, in order to allow our database to generate the required number of sacks.

Multiple sacks requests that are made via the online form will simply be removed automatically as a precaution to spaming.

PLEASE NOTE: Our specific Genie Collection Packs can hold +30kg of textiles, the equivalent to around 8 black bin bags. We can only accept clothing returned in th specific sacks that we provide.

To use PayPal as a method of payment you MUST use the email address that your PayPal account is registered with when requesting your clothes collection pack, otherwise you will not receive payment.

We do not accept responsibility for payments made to PayPal with incorrect email addresses as we ask for confirmation of your email address, including payment details and any changes that are required to be made via our confirmation emails on the four separate occasions prior to payment being processed.

For more information about registering your email address with PayPal please visit this link.

You may have to validate your PayPal account for any payments made to your PayPal account to show in your account. For further assistance in validating your account, please visit this link as we are unable to offer assistance in verifying your account.

If you do not complete the PayPal registration process within the 30 day period as stated by PayPal, which is necessary to receive payment, PayPal will return the payment to GenieRecycling.com. Please visit this link for information on receiving a payment.

As stated in the terms and conditions (7.3) online:

"We do not accept responsibility for payments made to PayPal with incorrect email addresses. The address provided when requesting your clothes collection pack is used to process payment with PayPal. As stated by PayPal, if a transaction is not claimed after 30 days, unclaimed transactions are automatically cancelled and payment will not be processed a second time by GenieRecycling.com."

This rule is necessary as we deal with hundreds of payments on a daily basis with multiple payment methods available to our customers, with each payment being checked on a daily basis. If all our customers wanted to change their payment method we would not be able to cope with the costs incurred from the time taken to change and check such details and charges associated with the payment being returned.

GenieRecycling.com does not have any control over any fees charged by PayPal for the use of their service.

Changes to the fees incurred by PayPal are at their discretion, fees charged are dependent upon the terms and conditions that you have signed with them at the time of our transaction being made.

For more information about PayPal fees, please click "fees" at the bottom of any PayPal page.

At present, NO UK courier service including that of Royal Mail, provides a weighing service from their vans at your address. All collections are weighed at the courier depots on scales calibrated by the Department of Transport. As we are paying for the free collection, we must also check the weight that we are being charged for by the National Courier and therefore we also weigh the sacks upon delivery at our processing depot!

Firstly, request your FREE Genie Recycling Pack by filling out the simple form on the right of each page of the website. Once you have received your Genie Collection Pack, place all your clothes, footwear and/or accessories in the sacks provided along with your Welcome Letters. Using the tie wraps provided, securely fasten and seal the top of your sacks.

The requirement of providing a certain amount of clothing to process for FREE UK collection and payment is something that is not just applicable when using online services, but also when using the "white van man" textile collectors. Minimum amounts are requested in order to cover the costs generated in the collection of the textiles in the first place and prevent the collection of single items of clothing!

Yes, however, all clothing that is sent to GenieRecycling.com is determined to be second hand clothing with the maximum pay out being 50p per kilogram.

Not at all! Returning your clothes to us is completely FREE of charge as your Genie Recycling Pack has already had the collection fees paid. As long as you fill your Genie Recycling Sacks over 10kgs per recycling pack of clothing then you will receive a payment for your unwanted clothing...it is that simple! We do ask that you read the "What Genie Buys" page and the terms and conditions prior to ordering your Genie Recycling Pack.

In instances where we have to reject items sent to us due to them showing signs of damage, wear or tear (read our "What Genie Buys" page), we reserve the right not to pay for rejected items. Unfortunately rejected items cannot be returned due to the costs involved so please ensure you follow the what we buy guidelines carefully.

We are 100% recycling company and nothing we receive goes to landfill. If textiles are found to be rejected and cannot be used as good quality second hand clothing, these items are then sent for shredding into textile waste for use in other products, for instance, for use in sound proofing or the upholstery trade.

We remove all items that we do not accept and weigh the remaining items to provide your valuation! We then process your payment within 24 hours and provide you email confirmation. Please remember our valuation figure is final!

Firstly, remember your clothing will be recycled for other people to wear, so therefore the clothing has to be of a certain standard... would you wear clothing with stains, holes or that smells? Where possible we will try and pay you but if the item of clothing does do not meet our general "What Genie Buys" criteria this cannot be guaranteed.

No, we treat all clothing as second hand with the maximum pay out for quality clothing being 50p per kilogram.

The clothing we accept is exported to the developing world and Eastern Europe! The clothing is then resold as second hand clothing and therefore still needs to be in good, quality condition... would you wear clothing with stains, holes or that smells?

We do not accept clothing that shows any signs of damage, wear or tear, including; tears, rips, stains, holes, missing buttons/badges/labels/, worn or broken stitching, dampness, faded colours/logos/prints, broken zips/buckles, bobbling, deodorant/aftershave/perfume stains, tired/aged clothing, socks, dressing gowns, personalised clothing (e.g. Stag T-shirts), or that are worn/scuffed. We do not accept bedding, curtains, books, cd's, games, towels, rugs/carpets, or soft toys! Please visit the "What Genie Buys" page for the latest information on what we buy.

Due to the large number of Genie Collection Sacks we receive daily it is not possible for us to store certain unaccepted items to be reclaimed in the future. Furthermore, due to the weight of clothing we are unable to cover the cost of posting back certain items of clothing. Please note, items that are found to be unacceptable are in the majority of cases simply wet/damp and have therefore increased the cost of the postage we have incurred from the collection of your clothing. All unacceptable items are sent for recycling, through being "ragged" (torn up) and then utilised in product fillings such as sound proofing or upholstery. We are a zero waste company and non of the textiles that we collect are put to landfill.

If you believe you require MORE than ONE Genie Collection Pack please contact a member of the Customer Support Team on 08432 897 442 between 10am-4pm Monday - Friday.

We suggest that each customer only request ONE Genie Collection Pack at a time to make sure that the sacks are filled at least 10kgs or more for processing (please note: new customers are only able to order ONE Genie Recycling Pack and must have that pack valuated prior to requesting more packs). Each Genie Collection Pack (each pack contains two white sacks) can hold over +30kg (approx. 8 full bin bags) of clothing and is very strong and will not rip or tear. New customers to GenieRecycling.com can only order one pack to begin with. Once you have used the system and received a valuation of the returned pack, you will then be able to order a new Genie Collection Pack.

Each Genie collection pack needs to be ordered separately via the online request form as each pack has to have its own unique reference number (this is necessary for its tracking and insurance, whilst in transit with the couriers) and the terms & conditions box needs to be ticked as accepted. If you have any queries, please don't hesitate to contact a member of our Customer Support Team.

IMPORTANT: We only accept clothing that has been delivered using our own specific Genie Collection Sacks. We do not accept black bin bags.

Your order reference number can be found on your Genie Recycling Pack welcome letter or on any of our our confirmation emails.

If you can not find your order reference number or have misplaced your welcome letter, please email the Customer Support Team stating your full name (forname & surname) and your postcode.

We will then email the relevent information to you.

PLEASE NOTE: YOU MUST LEAVE A NOTE ON YOUR FRONT DOOR IF YOU ARE LEAVING YOUR SACKS OUTSIDE TO BE COLLECTED!

You can leave the sacks outside your home for collection but you are required by law to have a note on the door for the courier that includes:

1. Your full name
2. What the courier is collecting (two white clothes collection sacks)
3. Where the sacks are, example, “Dear courier the sacks for collection is behind the bin.” Even if it's obvious you MUST state where the sacks are!

The note acts as authorization for the courier to accept collection of the clothes sacks without you the customer being present.

Please note: We will not accept responsibility for the loss or damage (stolen or dampness) of your clothing until it has been taken by the courier!

At present, NO UK courier service including that of Royal Mail, provides a weighing service from their vans at your address. All collections are weighed at the courier depots on scales calibrated by the Department of Transport. As we are paying for the free collection, we must also check the weight that we are being charged for by the Courier and therefore we also weigh the sacks upon delivery at our processing depot!

All Genie Collection Packs requested through GenieRecycling.com are sent out ant collected for FREE for our customers.

Need to change the date of your collection or want to arrange a collection from an alternative address?

Please contact our Customer Support Team via the support page or call 08432 897 442 (10am - 4pm Monday to Friday) to have someone personally deal with your enquiry.

Please allow 48 hours between your support request and the date of collection.

We will require the following details:

1. Your order reference no.

2. The new collection address including postcode.

3. The date of your collection (Monday-Friday).

Once we have the following information your collection will be booked and confirmation provided via email.

Please note: Your confirmation email will state your original address for payment and NOT the new collection address provided unless you have moved house, where the old address will be replaced.

Firstly, apologies for the missed collection by our National Couriers! Our National Couriers do have a 98% success rate for collections but like ALL national couriers cannot 100% guarantee that collection times will not be missed due to external factors such as weather conditions, traffic problems, delays at prior collection addresses and national holidays.

Please understand that the missed collection has been an issue with the service provided by the National Couriers and not a fault on our behalf. We will send you an email on the next working day (once we have been informed of your missed collection by the National Couriers) to ask you to arrange a new date for collection.

IMPORTANT: Our National Couriers DO NOT automatically rebook a missed collection for a next day pick up. New collections MUST be rebooked via our online or Customer Support Team services.

Please be aware that our National Couriers are unable to contact you directly due to the volume of collections that take place each day. If our National Couriers calls at your premises and no-one is available to give the sack to the driver, a card will normally be left (due to data protection a card will not be left at unsecure premises, for example, flats and student accommodation) to informing you that a collection attempt was made.

To request a new collection either visit the request collection page with your order reference number or call the Customer Support Team on 08432 897 442 (10AM - 4PM Monday to Friday) to have someone personally deal with your enquiry.

Please Note: Our National Couriers provides GenieRecycling.com with evidence, in the event that if you are not available to sign for the collection of your clothing sack. This service removes any doubt as to whether the National Couriers have visited your premises.

Unfortunately GenieRecycling.com is only able to send out FREE Genie Recycling Packs to the UK at present (Not including Northern Ireland, Isle of Man, Isle of Wight, Jersey, Gurnsey, Isle of Skye).

GenieRecycling.com provides a FREE National Courier collection service for our Genie Collection Sacks. You must use our specific sacks when returning your clothing and in doing so you will receive;

• FREE, INSURED & TRACKABLE +30KG CLOTHES COLLECTION SACKS
• DAILY CLOTHES COLLECTIONS BETWEEN 8AM - 6PM
• TRACK THE DELIVERY STATUS OF YOUR CLOTHES USING YOUR UNIQUE TRACKING NUMBER

All our Genie Collection Sacks are fully trackable and insured with our National Couriers! If the courier loses your collection sack then our Customer Service Team will make a claim for reimbursement! Please understand that a lost/damaged sack has been an issue with the service provided by the National Couriers and not a fault on our behalf.

Once we have been informed that a collection sack has been lost/damaged, we will investigate your loss with our National Couriers and once it is confirmed that your Genie Collection Sack has been lost (within five business days) we will then provide payment.

As stated in our terms and conditions and these Q & A's, if the National Courier is able to provide a weight of the Genie Collection Sack prior to the sack being lost, we will make a payment based upon the weight provided by them. If the National Courier are unable to provide a weight (lost prior to being weighed), as the maximum weight that a Genie Collection Sack can hold is 30kg (98% of all sacks returned weigh 30kg or less, with an average return weight of 21kg), we will send you the maximum amount a Genie Collection Sack can earn, which is £15.00 (30kg x 0.50p = £15.00).

If you require any more assistance or wish to speak to a member of the Customer Support Team please call 08432 897 442 Monday - Friday, 10am - 4pm. 

Yes! Each Genie Collection Sack is insured to cover for accidental loss or damage.

Our FREE collection service with our National Couriers uses a next day delivery service (Monday - Friday) for the transportation of your clothing back to our processing facility. Unfortunately, it is beyond the control of GenieRecycling.com that on some occasions the courier service can take longer to deliver.

We currently pay by BACS, Cheque or PayPal only.

Once we have processed your clothing, a confirmation email we will be sent within 24 hours stating the weight of clothing received and your payment amount. All payments (BACS, cheques and PayPal) will then be processed with in 1 business day!

BACS payment is the FASTEST & SECURE way to receive your CASH! PayPal payment is fast and the funds can be used to purchase items online. Cheques (old & slow) will be mailed via Royal Mail 2nd class post which may take between 3-5 business days to be delivered.

EXAMPLE: If you receive your valuation email on a Tuesday your cheque will be posted out no later than Wednesday. Therefore your cheque could be with you as early as Friday that say week, but it should be NO later than Tuesday of the following week (5 business days).

Upon delivery of your sacks to our facility by the courier (1-2 business days) you will receive email confirmation that your sacks are about to be processed and an estimation of when a valuation email will be sent dependent upon the amount of clothing delivered that day.

At present our average delivery is around 4000 - 5000kg  per day! However, depending on how busy we are this may take up to five business days. Early in the New Year, seasonal changes in the clothes worn or external factors such as bad weather, delayed deliveries and/or bank holidays can mean processing may take longer.

We aim to process all Genie Recycling Sacks as soon as possible, normally within TWO business days (48 hours) after being delivered, however this can take longer during very busy periods.

Please note: You will not receive confirmation that your sacks are in processing until we retreive your welcome letters/reference no. within the sacks, as it 100% guarantees that the clothing is yours within the sacks! Tracking labels that are placed onto the outside of the sacks by our National Couriers can become damaged, ripped off or even transferred to another sack while in transport!

After processing, a valuation email will then be sent informing you of your payment amount and weight of clothing provided. Your choice of payment will then be made within 24 hours after processing your clothing.

At GenieRecycling.com we pay 50p per kilogram for quality modern clothes, footwear and accessories. Good conditioned clothing will show no signs of damage, wear or tear (see the What Genie Buys page).

Yes we can reissue it! However, a £12.00 charge will apply and will be deducted from the valuation price of your clothing in order to cover the fee we are charged by our bank to cancel the incorrect cheque if it is due to customer error, in that they signed up using an incorrect name for payment to their bank (incorrect spelling, nickname etc). The £12.00 will not apply if the incorrect name is due to a mistake on our behalf! If the valuation of your clothing does not cover the fee for reissuing your cheque then no other cheque will be issued and your clothes will be processed without payment.

Yes we can reissue a replacement cheque as long as the information is the same as the previous cheque. We can only reissue cheques 10 working days after they were originally posted. If after 10 working days your cheque has not arrived we will issue you with a new one – please contact our Customer Services Team. If you receive the original cheque after you have requested a reissue please ensure that you return it to us as it will be cancelled and invalid. If you attempt to cash this cheque you may be charged.

You can deposit your cheque into any UK bank that you hold an account with. It should normally take 3-5 working days for the cheque to clear.

IMPORTANT: To use PayPal as a method of payment you MUST use the email address that your PayPal account is registered with when requesting your clothes collection pack, otherwise you will NOT receive payment.

Genierecycling.com does not have any control over any fees charged by PayPal for the use of their service.

For more information about PayPal fees, please click Fees at the bottom of any PayPal page.

If you currently have a PayPal account with a different email address to the email address you used when requesting your clothes collection pack, you can add this email address to your PayPal account very easily.

All you need to do is log in to your current paypal account, then go to your profile. Once on your profile settings, click update email. Then click add. Once you have added This email address is being protected from spambots. You need JavaScript enabled to view it. to your paypal account and confirmed the email address for paypal security, you will then see any payments sent to the new email address in your paypal account.

To change your payment method, please contact a member of the Customer Support Team and we will be happy to assist you in changing your payment method.

Your clothing is shipped for re-sale to the developing world and Eastern Europe. In doing so we have helped reduce the impact which includes, non-decomposition, increased landfill space and the production of methane gas, that waste clothing has in landfill sites on the environment, whilst also helping less fortunate populations in these developing economies.

Your FREE Genie Collection Pack should be delivered to you within 1-2 business days using Royal mail 1st class post, after receiving our confirmation of postage email. If however you don’t receive it within 5 working days please either email our Customer Support Team or call 08432 897 442 to reorder another Pack.

Cannot find your order reference number or your welcome letters?

Your order reference number can be found on your welcome letter or on any of our our confirmation emails. If you cannot find your order reference number or have misplaced your welcome letter, please email the Customer Support Team stating your full name (forename & surname) and your postcode.

We will then email either your order reference number to you or ask you to print out a confirmation email which states your details which then can be placed in the Genie Collection Sacks before collection.

If your original Genie Recycling Pack is eventually received by you please do not use it until you have informed the Customer Support Team. Each Pack is unique and has its own reference No.

Failure to inform our team about your original pack may mean that your clothing is lost when being processed. GenieRecycling.com takes no responsibility for lost clothing in the case of this matter!

GenieRecycling.com may pass information onto only our affiliate companies. We will never pass your personal information to anyone else, except where we are required or permitted to do so by law.

You can contact the GenieRecycling.com Customer Support Team by visiting the support page or via telephone on 08432 897 442, Mondays - Fridays, 10am - 4pm.

Firstly, please make sure that you fill in ALL your details accurately when requesting a Genie Recycling Pack from GenieRecycling.com or you may NOT receive your pack to begin with!

If you DO NOT receive a confirmation email once you have requested a Genie Recycling Pack, please first check your security settings and your spam folder. If you cannot see or fully read the links in our emails please make sure you have allowed your computer to "download content" in order to make the links visible!

If you cannot find a confirmation email please contact our Customer Support Team and request to have your details checked! Once we have amended any mistakes a new confirmation email from GenieRecycling.com will be sent.

If you require further assistance in requesting a Genie Recycling Pack, requesting a FREE collection or viewing a clothing valuation please go to our Customer Support Team page and send a support request.

We are happy to help!