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Frequently Asked Questions

Last updated: January 14th, 2026

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To ensure safe and efficient transport, we ask you to follow these size and weight guidelines:

  • Books: Pack books in sturdy boxes, no larger than a standard moving box (approx. 54 × 33 × 31 cm), with a maximum weight of 10 kg per box. Boxes must be strong enough to be stacked without collapsing.
  • Clothing: Use plastic bags no larger than 60 liters, with a maximum of 10 kg per bag.

It's important not to exceed the recommended size and weight limits. This helps protect the health and safety of our team and ensures smooth transport. When in doubt, smaller and lighter is always better than too large or heavy.

The app always reflects the most up-to-date list of accepted item categories in your area. If you don't see a specific category listed, it means we currently do not collect those items in your geographical area.

This is usually due to high logistics costs or low resale/reuse value, which unfortunately make certain categories not sustainable for us to process at the moment.

The number of boxes or bags you can donate depends on your location. If you'd like to donate more than the maximum shown in the app, please contact our Customer Service at info@byewaste.app and share what you'd like to give away.

Due to our limited storage capacity, we may not be able to accept all types of items in large volumes. In some cases, a small collection fee may apply — extra convenience may come with a small cost.

Our couriers collect items from the ground floor, next to the entrance door. If you're unable to bring the items downstairs yourself, we kindly recommend asking a friend, neighbor, or family member to help you.

If this is not possible, please email us in advance at info@byewaste.app. Our Customer Service team will do their best to accommodate your situation.

⚠️ Please note: If items are not placed on the ground floor and you haven't contacted us in advance, the courier has the right to abort the pickup.

There are two possible situations:

1. Less than 24 hours before pickup

We lock pickup changes 24 hours before the scheduled time, as our couriers need time to organize their routes. If you're trying to change your pickup with less than 24 hours' notice, it won't be possible through the app. In this case, please contact our Customer Service team to let us know about the change.

2. More than 24 hours before pickup

If you're still more than 24 hours away from your scheduled pickup, you can reschedule directly in the app:

  • Tap the icon in the top-right corner of the main screen
  • There you'll see a recap of your scheduled pickup with the date and time
  • Tap again to edit and select a new date and time

If you're still having trouble, don't hesitate to reach out to our team for help.

If your items weren't collected as scheduled, please email our Customer Service at info@byewaste.app. Make sure to include the pickup date and time, along with your name and address. Our team will get back to you as soon as possible to help resolve the issue.

In some cases, we partner with trusted third-party organizations to ensure efficient collections in specific areas. For example, in Rotterdam, our partners may reach out to you directly via email or phone to coordinate your pickup. This collaboration helps us provide the most reliable service possible in your local community.

We are so glad to hear that! We rely on our happy users to help our service expand to new areas. If you want to help us grow, please feel free to reach out to us at info@byewaste.app. We can:

  • Share flyers with you to help distribute in your neighborhood.
  • Help you organize a community event to raise awareness.
  • Provide you with resources to share our mission with friends and family.

Still have questions?

If you can't find the answer you're looking for, please don't hesitate to contact our Customer Service team:

info@byewaste.app