We use Collect+ and DHL to get our customer ThriftBags returned to us. Whilst the vast majority of bags make it back to us, some do get lost on the way.
We understand that this is really disappointing. It is disappointing for you, for your charity and also, for us!
Collect+ as standard provide £25 compensation when a bag goes missing. We top this up to be £50.
If your bag hasn't arrived to us after 14 days, your bag will be counted as missing and we will raise a case with Collect+ to try and locate your bag. After a further 7 days, we will process the compensation.
This can be split 50:50 between Thrift+ credit and your chosen charity, or be donated 100% to charity.
Again, we are really sorry if this does happen to you.