Shipping policy

1. Where and when to send

The service is for customers across the UK. Submit your sale first and wait for the team to confirm the dispatch address, accepted device, sale reference, posting deadline and carrier instructions in your account. Do not send to a website host, a supplier, a competitor or an address found in an old message. A registered office is not automatically a device-receiving address.

There is no automatic prepaid label or collection generated by this website. If a label or collection is provided separately, its conditions will be confirmed in writing. If you are outside the UK or have an unusual shipment, ask before proceeding.

2. Charges, tracking and compensation

We pay for postage to send the agreed device to us. Wait for written instructions confirming the carrier/service and how postage will be provided or paid before buying postage yourself. We also pay return postage if you decline the final offer. The carrier/service and relevant loss/damage cover and exclusions must be confirmed before you post. Do not assume unlimited insurance or that independently purchased postage will be reimbursed without agreement. Check that used phones and their batteries are eligible for the selected service and compensation.

Choose an appropriate tracked service and keep the posting receipt, parcel weight, tracking number, device IMEI/serial record and photographs of its condition and packaging. Carrier tracking alone may not establish which device was enclosed or its condition. Do not put a full IMEI on the outside of a parcel.

3. Prepare the phone

• Back up data and transfer anything you need. Sign out of accounts and remove activation locks, including Find My.
• Remove SIM and memory cards; remove or transfer eSIM profiles as appropriate. Factory-reset and securely erase personal content.
• Switch the phone off and protect against accidental activation. Do not include loose batteries, chargers or other accessories unless expressly agreed.
• Use a strong rigid outer box with cushioning around the phone so it cannot move. Protect the screen and corners; do not rely on a thin envelope. Put the sale reference inside and seal the box securely. Follow the selected carrier’s rules for the installed lithium battery, labels, quantity and presentation.

4. Battery and transport safety

Do not post a phone with a swollen, leaking, damaged, defective or recalled battery through ordinary mail. Do not remove a built-in battery just to post it separately. Contact the team before sending; specialist handling may be required and a safe solution cannot be assumed.

Royal Mail restricts lithium batteries, including those installed in devices. Requirements vary by service and destination. Check the carrier’s current rules directly before dispatch; our general packing advice does not override them.

Check Royal Mail’s prohibited and restricted items ↗

5. Arrival and inspection

Add your tracking reference to the sale where available. A carrier’s delivery scan is not an inspection result or acceptance of a price. After the team checks in the parcel, we update the sale and begin inspection. Check your account for questions and the final offer.

Transit and inspection estimates depend on the agreed service and actual workload. After inspection and your acceptance of the final offer, we pay by bank transfer within two days. This payment period starts when you accept the final offer, not when you post the device. If the expected date in your instructions is missed, contact the team for an update.

6. Delayed, lost or damaged parcels

Tell us promptly, give the sale reference and tracking number, and keep receipts, photographs and packaging. If we arranged the carriage, ask us to investigate with the carrier. If you arranged it, the carrier may require you as the sender to start a claim; we can supply relevant receipt information.

The written carriage arrangement and applicable law determine responsibility. We do not automatically make every transit loss the customer’s responsibility, and carrier compensation limits do not exclude any legal liability we have. Read Returns & cancellation for devices being sent back.