Do I pay postage when I send my mobile phone?

No, we provide a freepost service for you to send your mobile phone to us. Simply place your mobile phone in the freepost envelope that we provide and post it back to us.

If you would rather send your mobile phone in a box simply attach one of the freepost address labels included in your welcome pack. If you do not have any address labels you can download one from the "Login" section of the website. It is essential that you use the freepost address labels because they include your unique barcode that we use to identify your account.

Please note that we recommend using recorded postage to ensure successful delivery as we do not take responsibility for any loss or damage sustained in transit. Unfortunately we cannot pay any additional recorded delivery charges for you.

I sent my mobile phone by freepost, has it arrived yet?

We will send you an email notifying you of receipt of your mobile phone. As freepost is handled by the Royal Mail it unfortunately can sometimes take up to 15 working days for items to arrive.

If we have not received your mobile phone within this time period then it may possibly be lost in the post. In order to make a claim you will need to contact the Royal Mail on 08457 740 740 or visit http://www.royalmail.com to find out more.

How do I get a welcome pack and freepost envelope?

We will automatically send you a welcome pack when you recycle your mobile phone with us. If you require an additional envelope to send us your mobile phone you can request one in the "Login" section of the site. Log in to your account and select the "Order welcome pack" option.

Please ensure that the address information we have for you is up to date so that we have no difficulty in sending you your welcome pack. Please allow up to 10 working days to receive your pack.