Issues with returning a ThriftBag

We have answered the most common questions for the ThriftBag return process below. 

If this article doesn't answer your question, please feel free to contact us.

Collect+ Store has refused to accept my parcel
Dropping off your ThriftBag should be easy - and we're sorry if this hasn't been the case for you. We are having customer feedback that certain stores will not accept ThriftBags for one of the following reasons:

1) The ThriftBag is too large
2) The label will not scan
3) The store does not have printer
4) The store does not have plastic wallets

If this has been the case for you, please click here to help us resolve this.

My Collect+ Barcode has expired

Collect+ Barcodes expire after 30 days. To generate a new one, please get in contact.

There is a problem with the InPost locker 

If you have any issues at a parcel machine, you can contact InPost directly on 0330 335 0950 (Monday to Friday 8am – 9pm, Saturday, Sunday & Bank holidays 8am – 8pm)

Please note, you can only put 1 parcel per locker, so will need to create and scan separate QR codes for multiple ThriftBags. 

If you need any further help when not at a locker drop off, you can visit If you email you will receive a response within 24 hours. 

My DHL collection hasn't arrived
Unfortunately we don't have access to the DHL systems to check on your collection. Sometimes, DHL can be late,  but if they don't turn up, you can re-book by calling them on: 0844-248-0844. If you have any trouble getting in touch with DHL, please let us know and we will be happy to help.

I want to Cancel/Change my return method, but the system won't let me
If you want to change your return method, please let us know.
If you have already booked a collection, you will need to cancel this by clicking here.

Thrift+ isn't listed on the Collect+ website
To generate your Collect+ label, you need to find the order in your account, where you can then access your unique returns link. Here is the FAQ.
Please only use the Collect+ website to locate your nearest store, and not to generate a label.

The return form is having trouble:
... with my phone number
The phone number needs to be in +44 format.
So - if your phone number is 01234 123123 then you need to convert this to be:
+441234 123123
...with my building number
The form needs a building number. If you don't have one, just put "0"

The return instructions are confusing
Unfortunately, we cannot customise some of the Collect+ and DHL return instructions: these are standard across all retailers. Here are the two most common confusions:

- "Include the original invoice" - please ignore! We are paperless :)

- "Print 4 pages" - please ignore! There are only 2 pages. One of the labels is to be attached to the bag. The other has the instruction at the top to "hand to the driver" (the smaller label).