How much should I send in?

This depends on how much you’d like in return. For a 1kg Swap, please send us 1kg of clothes. For a 2kg Swap, please send us 2kg of clothes. If you send us less (for example 1.5kg) we will send you less back (for example we’d send you 1.5kg back.) For a Fill Your Own Swap, you’ll get five items in return, and we ask that you send us five items. If you'd like to send us more than you'd like to get back, that's fine too! We're happy to take any extra items as donations. 


What should I send in?

We accept all clothes and accessories as long as they are in a good, wearable condition. We do not accept knickers or underpants. If an item is in such bad condition that we are unable to send it to other swappers, we will not accept this as part of your swap and therefore we will send you less in return, but we’ll always get in touch to chat about this with you. If you are unsure about the items you’re sending in, feel free to email us with photos.


Are there any clothes you do not accept? 

We will not accept: 

- Damaged items (ie: with stains, rips, tears, discolouration or hardware that needs replacing). 

- Underwear such as socks, knickers and bras. We will accept braletts and corsets. 

- Swimwear without the hygiene label 

- We will not accept kids clothes in exchange for adult clothes, but if you're unsure on this feel free to email us and we can discuss your individual swap with you.

If we cannot accept an item in your swap, this will not count as part of your swap as we will be unable to rehome it.As it will not count as part of your swap, you will receive less items in return. We will be unable to refund you money for this as our staff will have spent time unboxing your swap and relocating the damaged items.  

What countries do you ship to? 

As of January 2022, we currently only ship to the UK. We are working on setting up international bases too, so keep an eye out on our socials for updates on that!  

What sizes do you go up to? 

We have an every size guarantee, which means we will always send you a Swap in your size - no exceptions! Check this out for more info.


What clothes will I get sent?

That’s up to you! After checkout on our ‘Bespoke Swaps’ you’ll be sent a style form asking for more info about your style and size preferences and we will handpick clothes which we think will suit you. If you don’t really like the surprise element of this, then you can pick a bundle for yourself with our Fill Your Own Swaps and you can claim available items on our Instagram (@bigsisterswap) where we regularly post photos of our favourite pieces.

Will the clothes I get sent be the same calibre as the clothes I send in? 

Yes, we'll try to match the quality of clothes you send in where possible. Ie: if you send in a bundle of designer/high end/ vintage items, we'll try our best to send you a bundle of similar quality items. Please note: this may not always be possible as we are a second-hand service but we always do our best to pick the highest quality items. If you send us a bundle of lower-quality clothes, it is unlikely you will get designer items in return. If you're unsure on this, feel free to email us any questions.

How does the postage work?

After checkout, you'll be sent a link for a pre-paid postage label through Royal Mail to get your unwanted clothes to us. Then, for our selection for you, we'll pay the postage to get it back to you! 

How should I wrap my clothes?  

We don't mind if you use a box or a bag! Just make sure the clothes are well wrapped, with your name and address clearly identifiable. Don’t worry about what packaging you use- we reuse all packaging so it won’t be wasted!

We are not responsible if your package of unwanted clothes does not arrive with us. We recommend you send your clothes with tracking to avoid disappointment. We will not send out our selection until we have a package of your swappable clothes first. 

How long will it take to get my Swap? 

Our turnaround can vary, but as of April 2021, the turnaround is currently  7-10 weeks from us receiving your parcel to you receiving your handpicked clothes. We will update this if this changes. If you have asked for something very specific or something we do not currently have in stock, this may take a bit longer whilst we locate the items for you.

What about washing clothes? 

We do ask that you send us clean clothes, out of respect for the team. In order to limit the environmental impact of washing clothes en masse, we do not wash every item before sending it out. We only wash items that clearly need a wash (ie: they are stained or smell). Therefore, we do recommend washing your entire swap when you receive it if you are concerned about this. 

What is the returns policy?

You can send anything back to us within two weeks of you receiving your Swap. Although you do have to pay to get the clothes back to us, we will not charge you extra to pick out a new selection for you, and we will pay to get the replacement clothes back to you.


Can I donate clothes and not receive anything in return? 

Yes absolutely! Drop us a message or email and we can tell you the address to send your donation to. And if you have a lot of quality clothes to send, and you're worried about the postage costs, we'll be happy to cover it. Just get in touch and we can see what we can do! 


If you don’t see your question listed here, feel free to drop us an email:


  • 1. Order Your Swap

    We have a range of swap options available to suit your wardrobe needs. Choose a 1kg for a few fresh items, or a 5kg for a whole wardrobe redo. You can also mix & match the options to get to the desired weight for your swap!

    Order Your Swap Here 
  • 2. Tell us what you're looking for

    Check your emails for a link to our style form. You can give us as much or as little info as you'd like, and you can attach reference photos too. Your stylist will use this to select clothes for you.

  • 3. Send us your unwanted clothes

    We'll send you a prepaid postage label for you to post out your unwanted clothes to us, hassle free. We take any and all clothes, shoes & accessories as long as they're in a good condition.

  • 4. We handpick clothes for you!

    As soon as we receive your unwanted clothes our stylists begin handpicking items for you, based on your personal preferences.

  • 5. You receive your new-to-you clothes!

    You receive our selection in the post, with a personalised note from your stylist. By not buying new, you've saved over 20,000 litres of water!

  • 6.... and your preloved clothes are sent to new homes

    Your clothes get to extend their lives with Swappers all over the UK! By Swapping, you've saved these clothes from going to landfill.