Trade-in

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  How do I get in touch about my trade-in order?

  If you’ve already submitted a trade-in (when you bought a new mobile from us), please contact E-Giant - our trade-in partner - on 0333 241 2884.
  
  If you just want to get more information about our trade-in service before you buy, please call us on 0345 413 6299.
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  What does a 'working' condition mean?

  
  

  Your device should:

  - be fully functional (both the hardware and software);

  - have all buttons and sensors still working;

  - include its battery;

  - be able to make and receive calls;

  - have no cracks on the front or back (slight scratches and scuffs are OK);

  - be removed from any iCloud / Google / Samsung accounts.

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  What does a 'faulty' condition mean?

  
  

  Your device should:

  - be intact (not crushed or snapped in half), but may have a cracked or smashed screen;

  - not have any missing parts or components;

  - include its battery;

  - be able to power up;

  - be removed from any iCloud / Google / Samsung accounts.

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  Is it free to post my device?

  It sure is. You’ll receive a Freepost pack once your new mobile is delivered to you, which will include a tracked pre-paid envelope via DPD or Royal Mail. Just pop your old mobile in the envelope and send it off from your local Post Office (remember to get proof of postage). We recommend considering using Royal Mail Special Delivery, or another fully insured postal service, if your device is high value.

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  How long do I have to send in my trade-in device?

  Your trade-in quote is valid for 14 days from your original order. We recommend positing your device as soon as you can to make sure you get your quote!

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  Can I trade in any device?

  We accept loads of mobile phones and tablets, from all sorts of manufacturers like Apple, Samsung and many more. Use the trade-in mobile selector on any handset page for a full list of accepted devices.

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  How many devices can I trade in?

  While you can only apply one trade-in per new mobile phone order online, please feel free to include any additional devices in your Freepost pack to receive a valuation quote on them. We recommend sending no more than three devices per envelope, and make sure each one is insured and securely packaged.

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  When will I receive the payment for my device?

  Payments are processed within five working days of you accepting the offer for your device.

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  How do I post my device?

  Once you receive your Freepost pack, simply pop your old device in it and post it via your local Post Office.
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  What should I send?

  Include your old device and its battery. There’s no need to include the charger or accessories, as we cannot return them if you request to get your device back.
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  Why have I been offered a revised price?

  Your original quote is secured for 14 days. After that, the valuation of your old device may change. The valuation may also change if your device doesn’t meet the condition criteria it was originally valued under.
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  Can I trade in a broken device?

  
  

  We accept faulty devices, but they must:

  - be intact (not crushed or snapped in half), but may have a cracked or smashed screen;

  - not have any missing parts or components;

  - include its battery;

  - be able to power up;

  - be removed from any iCloud / Google / Samsung accounts.

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  Do I need insurance when I post my device?

  We recommend you insure and adequately protect your old device before posting it, as we cannot be held responsible for any devices that have not been received, or are damaged in transit. The Tracked Response envelope that is provided is insured up to £100 so long as you have proof of postage. If your device is valued higher than £100, we recommend considering using Royal Mail Special Delivery, or another fully insured postal service.

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  What address do I post my device to?

  The address will be detailed on the Freepost pack.
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  Do I need to reset my device before I post it?

  Please remove any iCloud / Google / Samsung or other accounts, as well as any pin locks. Once you’ve done that, please factory reset and erase your device in the settings.
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  How do I remove my iCloud account?

  On your iPhone or iPad, go to Settings > General > Reset > Erase All Content and Settings > Erase Now.
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  How do I remove my Google account?

  On your Android mobile or tablet, go to your user & accounts settings and remove your Google account.
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  What storage size is my iPhone?

  To check, go to Settings > General > About and look under Capacity.
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  Do I have to pay return postage if I change my mind?

  Nope - you’ll get your old device returned free of charge.
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  Can I change my mind and keep my old device?

  If you get offered a revised price, you can choose not to accept it and get your old device returned to you for free.
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  Who provides the trade-in service?

  We’ve partnered with E-Giant, the globally-renowned phone-recycling experts, in order to save you money on your next mobile purchase, by trading in your old, unwanted device.