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Finalists in 2018 for the National Awards of Excellence in Recycling and Waste Management

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FAQ's

FAQ's
Your frequently asked questions answered here, if you're still unsure, please contact us.

Contact us

Is there a guarantee you'll take the items I’m donating?

Although we don't have the capacity to accept every donations on offer, we do have a great track record of been able to collect almost 90% of goods offered to us, meaning we're more likely to collect than other charities.

Can I choose a time for my donation to be collected?

We will work with you to establish the best time that suits you and our logistics system. We cannot guarantee a specific time but will endeavour to give you as many options as possible.

How do I qualify for the discounted prices?

It's really easy! All we need from you is a letter that shows you receive some sort of means tested benefit. This could be Council Tax, DLA/PIP or Working tax.

I was issued a refund for the items I bought but I wasn't refunded the delivery charge, why?

If the delivery had already taken place then the delivery service you paid for had been fulfilled and this is why it wouldn't qualify for a refund.

FREE COLLECTIONS

We collect your donated household goods for FREE!
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Without your donations of quality household goods we could not operate.

Do you sell white goods?

Yes we do! However we now only sell new white goods with manufacturers’ guarantee. We no longer sell used white goods.

What is Gift Aid?

Gift Aid allows us to claim 25% of the overall sales value of the goods from HMRC. This means if you donated a double bed and it sells in our stores for £100, then HMRC will give us £25 back. Your £100 donation turns into a £125 donation at no cost to you.

How many shops do you have?

We have three - Stockton, Middlesbrough and Darlington.

Do I have to be in receipt of benefits to shop with you?

No! Everyone is welcome to shop with us. If you are in receipt of means tested benefits, or are on a low income, then you may be eligible for discounts up to 25% of all used items we sell.

I have been issued a voucher from the council. Can I use it in any of your stores?

Yes of course! Just let the manager know upon arrival which council issued you the voucher.

What happens to my donation?

Once we've collected your donated items, dependant on the local store i.e Stockton, Middlesbrough or Darlington they will be sold in that particular store with discounts available for people on low incomes. All money raised from your donations goes towards the running costs of the charity.
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01642 608791
Frade, Registered charity number 1020725, Registered waste carrier 19586, Company limited by guarantee number 2797811
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