Frequently Asked Questions


How to safely process recycling collections during Covid-19?

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Due to the Coronavirus outbreak and safety measures we’ve put in place to protect our customers, employees and partners, your box should be fully sealed with adhesive tape and stored securely for 72 hours before requesting a collection.

Please follow social distancing guidelines when handing your box to the collection driver.

Once boxes are decanted, we will store and aggregate the waste until we have the necessary volumes for processing.

We cannot accept any hazardous waste (sharp, flammable, reactive, corrosive, ignitable, toxic, infectious or pathogenic) or material contaminated with blood which presents a danger to the environment, or to people.

Are there additional measures for the collection of Personal Protective Equipment (PPE)?

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We can solely accept non-hazardous waste.

We cannot collect medical waste, which includes material contaminated with blood or bodily fluids, or waste that originate from health care facilities, hospitals, home care, physicians' offices, dental offices, blood banks, veterinary clinics, research laboratories etc.

We cannot accept homemade, fabric or paper face masks.

If you or any of your staff are self-isolating, quarantined or suspect COVID-19 contamination of the PPE, please do not use your box to recycle the material and follow Government guidelines on how to dispose of such waste.

We will quarantine any PPE waste coming into our facilities for a minimum of 72 hours for the safety of our operators. 

The PPE Zero Waste Boxes we refer to are as follows:

Disposable Face Masks

Safety Equipment

Disposable Gloves

Disposable Garments

Beard/Hair nets

Protective Eyewear

Mixed Beard Nets, Ear Plugs and Hair Nets


Which Zero Waste Box™ is right for me?

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You can browse all categories of Zero Waste Boxes™ here. Consider using an All-in-One Zero Waste Box if you have multiple waste streams that you would like to recycle. 

Find out which Zero Waste Box™ is right for you with this short quiz.

Still have questions? Feel free to reach out to our customer support team Monday to Friday between the hours of 9am-12pm and 2pm– 5pm.

Free phone number: 0146 5915 018


What sizes do Zero Waste Boxes™ come in?

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There are three (3) sizes of Zero Waste Boxes to choose from for most waste streams:

Small 25 x 25 x 46 cm

Medium 30.5 x 30.5 x 84 cm

Large 38 x 38 x 97 cm

How do I assemble and set up my Zero Waste Box™?

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Once received, start by unfolding the flat box. Next, fold and close the top lid and secure it with the cardboard flap. Press down on the perforated cut-out on the top lid. Remember to place your box in an easily accessible spot. That’s it! 

Click here to watch our Zero Waste Box™ setup video for step-by-step instructions.

How do I return my Zero Waste Box™ when it’s full?

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When your Zero Waste Box™ is full, simply tape the top opening shut. Your box will arrive with a prepaid return shipping label already attached on the back. All you have to do, is either call UPS on 03457 877 877 and provide them with the tracking number from the label (starting with “1Z”) or go to

If you decide to organise the pickup online, please follow these step-by-step instructions.

Where do you deliver?

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This service is only available in mainland Britain. 

We don’t operate in Northern Ireland, British Overseas Territories, Crown Dependencies (Guernsey Island, Jersey Island, the Isle of Man), the Channel Islands, the Hebrides/Shetland/Orkney Islands and the Isles of Scilly.

I am a business who wants to promote a take back recycling scheme using Zero Waste Boxes™, what am I allowed to communicate?

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If you are a business choosing to offer a recycling solution to your customers using Zero Waste Box™, we are looking forward to working with you and have put together a guide to help you promote your recycling efforts. 

Click here to access our guide.

Are Zero Waste Box™ shipments carbon neutral?

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Yes. On top of collecting and recycling waste that would otherwise be destined for landfill or incineration, we have made a commitment that Zero Waste Box™ shipments through UPS are carbon neutral. This means that whenever a Zero Waste Box™ is sent, the carbon emissions released during its transport will be offset. By offsetting the emissions, we neutralize the negative impact it has on the environment. 

With UPS help, we are investing in projects that reduce carbon emissions around the world. For example, we are supporting reforestation initiatives whereby trees are planted to absorb carbon dioxide emissions. This way, the carbon emissions are balanced out. 

Click here to know more.

Why is my box delivered in a plastic envelope and how can I recycle it?

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We use plastic mailing bags to protect boxes from bad weather conditions and to apply shipping labels on the outside of the package. We will recycle the plastic mailing bag if you place it inside your Zero Waste Box™. Our team is currently reviewing alternative ways to ship the boxes. We will inform you when a new method of shipping is available.

Is the actual box recycled when it arrives at the Materials Recovery Facility?

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Yes, the carboard and the plastic liner are manually separated, then recycled by a processing partner.

Are the boxes FSC® certified?

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Yes, our cardboard boxes are FSC® certified. FSC®  stands for 'Forest Stewardship Council'. It is is a certificate that guarantees that the materials are sourced from sustainably managed areas.


I need to cancel or return my order. How can I do this?

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You can view our returns and refunds policy in our Terms and Conditions (section 5).

I need to edit my order. How can I do this?

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Unfortunately, we are unable to make edits to the contents of an order, including changing the payment method used. If you ordered an incorrect item or need to change your payment method, please reach out to or call 0146 5915 018.

When will my order arrive?

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Your order should arrive within 5 to 7 working days. Deliveries are carried out by UPS Monday to Friday between 9am and 5pm. After your order has been dispatched from our warehouse, you’ll receive an email with your tracking information.

Important: Our service is only available in mainland Britain. 

We don’t operate in Northern Ireland, British Overseas Territories, Crown Dependencies (Guernsey Island, Jersey Island, the Isle of Man), the Channel Islands, the Hebrides/Shetland/Orkney Islands and the Isles of Scilly.

How do I correct a delivery address after I have placed an order?

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Delivery addresses may be edited before your order has shipped by reaching out to However, once an order has shipped, the address can no longer be changed. Please note that some orders ship in under 24 hours, so we cannot guarantee that your shipping address can be changed after the order has been placed.

What payment options are available?

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We accept most major debit and credit cards: Mastercard, Visa and American Express (Amex). We also accept payments from Apple Pay.


Is TerraCycle a registered waste management company?

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Yes, we are a registered waste management company.

The TerraCycle® supply chain is covered by the following waste permits/licenses:

- Waste dealer/broker license for England, Scotland and Wales.

- Warehouse waste storage permit for TerraCycle®'s third party MRF (Materials Recovery Facility).

- Waste carrier license for TerraCycle®'s third party parcel transporter UPS for England, Scotland and Wales.

How do the National Recycling Programs work, and how do they differ from the Zero Waste Box™ system?

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At TerraCycle, we offer two main recycling solutions for people and companies based in the UK: Free National Recycling Programmes and Zero Waste Boxes™.

The Zero Waste Box is a different product and recycling service, separate to the free Recycling Programmes. Zero Waste Boxes provide solutions for waste that cannot be recycled through your local council or traditional recycling companies. 

TerraCycle free Recycling Programmes are funded by brands, manufacturers and retailers to help you collect and recycle your hard-to-recycle waste. Simply choose the programmes you’d like to join on TerraCycle website; start collecting in your home, school, or office then take the waste to drop-off locations near you. To read more about TerraCycle Free Recycling Programmes, please click here

Important: You do not need to purchase a Zero Waste Box™ if you are signed up to a free Recycling Programme. 

For more information about the programmes, please contact our customer service team on 0146 5915 018 or email

Why does a Zero Waste Box™ cost money when many of the National Recycling Programs do not?

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The cost of recycling can be broken down into three main parts: transportation, processing, and recycling. Your local government manages typical kerbside collections. With the Zero Waste Box™ system, the collection is built into the price.

With National Recycling Programs, the sponsoring brands and retailers pay for these expenses.

With Zero Waste Box™, you have the power to take matters into your own hands and recycle everything. To learn more, please visit this page.

Zero Waste Boxes™ are not in our budget. Is there something we can do?

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The price of a Zero Waste Box is based on the current shipping and recycling costs for each material type. We understand this service may not be a fit for all customers at this time. We recommend checking out TerraCycle’s National Recycling Programs, which offer free recycling solutions.

I want to recycle everything and do more to reduce my impact. What else can I do?

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That’s the spirit! Follow us on social media for daily tips and tricks and refer to the links below for more information on ways you can eliminate the idea of waste.

National Recycling Programs

TerraCycle Do-It-Yourself Projects

TerraCycle Community Blog

Recycled products by TerraCycle®

Can I order only one coaster?

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Unfortunately not, the coasters are sold in sets of two and cannot be sold individually.

How will the products be packed?

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Your products will arrive plastic-free! They are safely packed inside a cardboard box, made of recycled paper.

Where are the products made?

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The products are brought to life in a small workshop in France.

How are the products made?

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The creation process is described below:

- First designed and made for TerraCycle® in a small workshop in France

- The packaging is cleaned

- Then shredded into plastic flakes - this is where the beautiful colours and unique composition comes from, so no product is ever the same

- The plastic flakes are heated and compressed

- The material solidifies and is cut into individual pieces

- The pieces are assembled together, to create the product and voila! the process is complete

How long will it take for the products to be delivered?

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The delivery normally takes 3 to 5 working days, however please be aware this could take longer due to COVID-19.

If I order a Zero Waste Box™ and TerraCycle®’s recycled products together, will they arrive at the same time?

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If you place an order for a Zero Waste Box™ and TerraCycle®’s recycled products together, we cannot guarantee they will arrive at the same time, as they will be shipped separately.

Why do my products look different compared to the ones pictured?

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Each product is made from a different selection of packaging and so the colour pattern will naturally vary. This ever-changing mix of recycled material gives the products their unique composition and surface patterns.

What type of recycled material is used to make the products?

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The soap holder is made from approximately 4 pieces of beauty packaging (including, but not limited to; hand cream tubes, moisturiser pots, pumps and makeup wipe packets).

The coasters are made from approximately 10 coffee capsules each.

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