Terms & Conditions


Booking your collection and making payment:

  • Payment must be made in full at the time of placing your order.

  • Payments are processed using Worldpay e-commerce gateway.

  • Currencies we accept are GBP and all prices shown are in GBP.

  • We accept the following credit or debit cards, Visa, Mastercard and American Express.

  • We will contact you via Email with the next available collection date. Due to increased demand it may take up to a week after you place your order before we contact you with your collection date and then up to two weeks for your collection to take place. Please remember to check your junk folder.

  • If items are not outside and visible from the road for our crew, they will move on to their next jobs and you will need to contact us to request another collection date.

  • We won't go into properties, including garages, gardens and sheds. The waste will need to be left outside the front of the property for collection by our crews.

  • The collection team will not carry items up or down steps or from properties via lifts.

  • We don't currently offer a house clearance service.

  • If you have more than 10 items to dispose of please contact us at bulkywaste@fhl.org.uk


We cannot collect:

  • There are a number of items that cannot be collected, and you will need to contact a private registered waste carrier to have these removed. These include: asbestos, builders' rubble, fluorescent tubes (including in a sun bed), garden waste, oil tanks, car batteries and tyres, various liquids including pots of paint, full size snooker/billiard/pool tables, large organs and pianos.

  • We may refuse to take heavily soiled items especially mattresses.


Preparing items for collection:

  • Petrol mowers must be emptied of fuel and oil.

  • Oil fired boilers must be emptied of fuel.

  • All food should be removed from fridge/freezers and the doors should be taped shut.

  • Items such as carpets or broken furniture must be rolled, securely tied or bundled together and doors taped shut.

  • Items for collection should not be filled with other rubbish.

  • The collection team will not dismantle furniture, disconnect cookers (or other household furniture) or remove loose waste.


On the day of collection:

  • We will collect any time from 8am, up to 4pm.

  • The items must be outside your property awaiting collection by 8am, as near to the kerbside as possible, and should be clearly seen from the road and easily accessible for the collection vehicle. Please note the earliest items can be presented is the evening before collection.

  • You don't have to be home when we collect.

  • We will only collect the items you listed when you made your booking. If you add more items on the day of collection it is entirely up to the crew’s discretion whether or not they have room to collect them.

  • Gates should be left unlocked, dogs should be kept inside the property and parked cars should not obstruct items.

Cancellations and Refund Policy:

  • If you wish to cancel your collection, you need to inform us by 12 pm the working day before your collection is due. (For example; if collection is booked for the Monday we need to receive your cancellation by 12 pm on the Friday) 

  • If cancellation is received within this time a full refund will be given.

  • Cancellations after this time will not be refunded.

  • Refunds will not be given if a third party has collected the items, unless we have received a cancellation request within the timescale stated above.

  • Refunds will be processed using the form of payment used in the original transaction.

© Furniture Helpline Ltd

Registered charity no. 1128070 & a private company limited by guarantee no. 6751264