Frequently Asked Questions

BAGS

Can I have more than one bag?

We really need quality not quantity, so we can only send you one bag when you first join up to The Clothes Line. This is because we’d prefer you to have one bag which you can fill to the brim with lots of good quality stock for us to sell in our shops, rather than lots of bags full of lower quality items which unfortunately we can’t sell.

Can I order a bag over the phone?

Yes, we’re happy to issue bags over the phone – you’ll be asked to acknowledge your acceptance of our terms and conditions, so please make sure you have read them before calling for a bag.

I’ve used my own bags – can you collect them?

No, we’re afraid not. Clothes in bin liners or other bags tend to burst in transit. Please contact us so that we can send you a specially-made, durable bag.

I would like to run a charity collection for my school/youth group/club. Can you collect large quantities of clothing donated by our members?

If it’s the first time you’ve used The Clothes Line we can only send you one bag (see above: can I have more than one bag?). If you’re a regular customer, please do get in touch to see if we can arrange this – we’ll do what we can to help.

I’d like another bag. How can I order one?

Log in and click on “get your free bag”. As long as you don’t already have a bag which has yet to be collected, a new bag will be sent to you. If you have a bag which still needs to be collected, you will be directed to the online collection

My garment isn’t listed on the “what we would like” page – how do I know whether it will be ok?

Feel free to give us a call on 0300 777 1970 or email hello@theclothesline.org.uk with questions about specific items of clothing.

Are you able to return any clothes which you're not able to sell?

Sadly, we’re not able to return items which we are unable to sell. We have this clothing recycled (nothing goes to landfill).

ACCOUNT

I have lost my password and can’t log in. What now?

Follow the I have forgotten my password link, when logging on. Your password will be sent to the email address you provided when registering.

If you can’t access your emails, please call 0300 777 1970 to speak with a member of our Team, who will verify your identity and reset your password.

I have changed address/name/phone number. How can I change my details with The Clothes Line?

Simply login and click on “my details” and the “edit my details. You can then update any of your personal details here.

Please note, if you change your address before booking a collection, your collection will still take place from your previous address.

If you’d like your bag to be collected from an address other than the one with which you registered, you can add another address to your account online or please call 0300 777 1970 and we’ll be happy to arrange this for you.

My bag hasn’t got an address label on it – how will it be delivered to you at the right address?

Don’t worry – we’ve teamed up with DPD to create one label which can be processed by both of us and which the driver will bring with them on the day of collection. This label is used to ensure your bag is delivered to the right address and to identify you as its owner.

COLLECTION

I am already registered and would like to request my collection. How can I do this?

As a registered customer, you can request a collection by logging in or by using the “request a collection” button at the top of any page. We can also book a collection over the phone so just call us on 0300 777 1970.

I work full time and can’t wait in for the courier. Can I still organise a collection?

Yes! We’re happy to collect from outside your house, from another address or wherever is easiest, Just call us on 0300 777 1970 or at hello@theclothesline.org.uk to let us know the details.

Can I book a collection for any time of day?

Unfortunately we can’t specify a collection time at the point of booking but if you provide a mobile number when registering with us, we will pass this on to our courier, DPD, and you’ll receive a text message on the morning of collection giving you a one hour time window on the day of your collection. You have the option at this point to cancel or rearrange your collection.

If you forgot to give us a mobile number when providing The Clothes Line with your details, then don’t worry. Just call 0300 777 1970 and we will add it for you.

My bag was collected but I haven’t heard anything. What should I do?

First, check your junk mail and any other email addresses you have. An email will be sent confirming receipt of your bag. You can also login to check the delivery status of your bag. Alternatively give us a call on 0300 777 1970 or email hello@theclothesline.org.uk with questions about specific orders.