Option 1 You can request that we send you a free postage envelope in the post. You will be asked whether you require an envelope to be sent during the check-out process. Please remember though that this will mean that your order will take a few days longer to process.

Option 2 Print or write an address label yourself. You will be given the address at the end of the check-out process. The address we give you is a Royal Mail FREEPOST address so will not cost you anything, but you cannot use the address with a 3rd party courier.

Option 3 You may already have one of our envelopes. Use this, but please ensure that you have completed and enclosed the tear-off slip for your name and reference number. You will be given the reference number at the end of the checkout process.

(See also the important note on insurance below)

Yes, you can trade in any mobile phone you want as long as it is on our data base. If your used mobile phone is not listed, the chances are we no longer buy that model.

You can send as many mobile phones as you want, although you can only send 3 phones in any one order. If you intend to send us more than 10 mobile phones, you can contact our specialist teams using the email us form on the contact page.

Used Phones
Your mobile phone, the battery and the stylus ( if applicable). You do not need to send in the accessories, chargers, manuals and packaging.

The used handsets are thoroughly checked by a technician to assess their condition. The mobile phones in good working order are sent to areas around the world to be reused. If the mobile phones cannot be economically repaired, they can still be used for parts or recycled according to environmental requirements.

We can accept no liability for items which fail to arrive, or are damaged in transit. We recommend that customers use Royal Mail "Special Delivery" which offers £500 compensation in the event of damage or non-delivery.

The amounts stated here are subject to change by Royal Mail without notice and should be used as a guide only.

The address is on the free postage paid envelope or label provided.

Once we have received and inspected your phone we will make your BACS payment or activiate your gift card payment in 24 - 72 hours.

If you request a Vodafone BuyBack envelope there is a unique bar-code which is how we track your phone.

If you use an Vodafone BuyBack label generated from the web site the unique reference will be pre-printed.

Yes. We do pay a reduced amount for phones that are not working.

The model of the mobile phone is found on a barcode label under the battery on most models. Take out the battery and look carefully at the label.

• The phone must be complete with no missing, damaged, or cracked parts. If your phone has a stylus for instance send that in too.
• The phone should be fully functional. It should power up, be free from PIN locks and be able to make and receive a call.
• All keypad and additional buttons should work, as should functionality features like Bluetooth, Camera and Wireless.
• The display should be clear and fully intact. There should be no fading, no pixels missing, no cracks and no bleeding on the screen. Touch-screens should be free from major scratching.
• The phone must be free from water damage. Remember, condensation from weather or taking your phone with you in the bathroom could cause water damage.
• If the phone has a flip or slider mechanism, it should open and close properly.
• If you are in any doubt, you are advised to contact Vodafone Buyback first before sending in your phone.

If your phone does not meet these requirements, the quote price may alter but we will always contact you with the adjusted price before making payment. See the full terms and conditions for a more in depth summary.

We still may pay a reduced amount for your phone if it is not in full working order. Importantly though, we will ensure that it is either repaired so that it can be used again or recycled responsibly.

Any liquid that gets inside your phone will cause serious permanent damage. Sometimes a phone will continue to work after liquid has got in but more than likely it will stop working within 1 or 2 months. There are tell-tale indicators on some phones alerting engineers to water damage.

You should bear in mind that your quote is only valid for 14 days. If your phone arrives outside of this period you may be offered a lower price if the market price for this phone has fallen. Please also note that sometimes when phones arrive they are not in full working order. In this case we make an estimate of how much it will cost us to repair the phone and we deduct this cost from the original quote when we make our offer to you.

There are 3 different types of display damage we inspect for. In all of these cases we will have to replace the display which is a very expensive item:

1. If the display is cracked (it will look as though it is bleeding).

2. If the display is feint or patchy, so either the whole screen is difficult to read, or parts of the display are blank or there are pixels missing.

3. If, on touchscreen phones, there is deemed to be excessive scratching which means that the touchscreen will have to be replaced.