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.