Frequently Asked Questions

Read our frequently asked questions – if you can’t find the answer to your query below, then please contact us on 01634 405662 or fill out our enquiry form.

  • I’ve received an email confirmation that payment has been made but I’ve not received it?

    We post all payments via 1st recorded post. If your payment has not arrived within 5 days, it may have been lost in the post. In this case, please contact our customer support team and we’ll reissue payment.

  • When do I get paid?
  • What payment methods do you offer?
  • What if my phone is blocked?
  • Do I get a higher price for a new handset?
  • Does my handset colour affect the price?
  • How can I tell if my phone is working, poor or faulty?
  • What must I include with my handset?
  • How do I delete my personal data & Activation Lock from my device?
  • Is my phone classed as ‘working’ if it works but has a broken screen?
  • I sent more than one FREE returns pack bags together but only one has arrived?
  • I sent my device, has it arrived?
  • Do I need to send the SIM card with my phone?
  • Do I need to send the charger or accessories?
  • What if my FREE returns pack becomes lost or stolen during transit?
  • Do I pay for postage when sending my devices?
  • I’ve placed an online order but have not received a FREE returns pack?
  • Is my order tracked when sent to you?
  • Why do we only offer £50 maximum insurance for FREE return pack?
  • How do I send my devices to you?
  • What is Activation Lock?
  • Do you buy broken phones?
  • Do you accept stolen, blocked or barred devices?
  • Do you accept fake/counterfeit phones?
  • Is there a limit to the number of phones I can send to you?
  • My phone is not worth anything, can I recycle it?
  • What is an IMEI number?
  • How do I find out what model my handset is?
  • What makes and models of devices do you recycle?
  • How do I find out how much my phone is worth?