The customer support team is not available today due to staff training. We apologise for any inconvenience this issue may cause.
Before you request support, please make sure you have checked our Q & A’s page for an answer to your query.
Any support requests sent via email will be replied to within 24 hours. However, emails provided over the weekend will be replied to first thing Monday mornings (excluding public holidays).
Alternatively if you wish to speak to a member of the Customer Support Team personally, please call 08432 897 442 (Calls to this number will cost 7p per a minute from a BT Land Line, some providers (including mobile providers) may levy an additional access charge or charge additional fees).
Our Customer Support telephone line opening hours are Monday – Friday 10:00am – 4:00pm, excluding public holidays.
Most common answers to your questions
How much do you pay? – We pay 50p per kilo for acceptable clothing items. Please see the “What Genie Buys” page for more information.
If a collection has been missed/late today, firstly we apologise for the inconvenience caused by our courier, but we DO NOT receive confirmation from the courier, including a reason why the collection has been missed, until the following business day. We will send instructions the next business day via email to assist you in requesting a new collection date once the issue of the missed collection has been addressed.
- Had a failed / missed collection?
- How to change collection details (date / address) for a booked collection.
- Can I order more than one Genie Collection Pack?
- Lost your order reference / tracking number or your welcome letter?
- I think my collection sacks weighs more than 30kgs… now what?
- When will I get my cash?
- No one in / leaving your sack out for collection?
- PayPal Issues
IMPORTANT: Please provide your FULL NAME and ORDER REFERENCE NUMBER to help process your support request efficiently. If you have lost your reference number, please provide your postcode instead.