FAQ's & Support

• The next working day after you upload the order we will send you a freepost jiffy bag (You get an email and text telling you this).
• Royal mail should take 1-2 days to get it to you.
• When you post it back to us FREEPOST can take anywhere from 1-5 days (Same with ALL Recyclers and FREEPOST).
• As soon as it arrives we will tell you by email and text that the phone has arrived.
• We will then add it to the queue of phones to be tested. Testing currently takes about 3 days.
• When it is tested we will email and text you telling you that it has passed / failed testing and that a cheque / bank transfer has been sent to you.
• We send all cheques by 1st Class Royal mail standard post (1-5 days).
• Bank Transfers / BACS actually leaves our account within 24 hours of you getting the payment text / email. It can be in your account within 48 hours but if you are with another bank or building society it can take up to 5 working days to actually reach your account depending on the way that that handle the payment, this is out of our control I am afraid.

Yes we agree that this process is a couple of days longer than for example Mazuma, but if you check we pay A LOT MORE money than Mazuma and the other recyclers.

i.e Blackberry 9700 We pay: £180, Mazuma Pay £140 (prices correct Sept 2010)
Blackberry 8310 We pay: £39, Mazuma Pay £20

So we think that the couple of extra days wait is well worth the extra money!

Quite simple, as we refurbish and resell the phones we get in the UK market, we are able to pay more for the phones that we want. 99.9% of the "other recyclers" simply put them in a very large box and ship them to Africa or China to be reused out there.

ABSOLUTELY NOT, we checkmend every phone we get, any found to be Stolen / Barred / Blacklisted will NOT be paid for. Your details will be passed to Wiltshire Police and your phone WILL NOT be returned. The phones will remain with us and are available to the authorites if they wish to take them away for prosecution. We DO NOT sell these phones or export them (like some other recyclers and in the news Aug 2010)

On the homepage, put the model of your phone into the search box i.e 8520. When it finds the model simply follow the onscreen prompts.

Yes we accept all phones working or faulty. When you upload the phone it will ask you if it is working / faulty. If you upload it as working and it is faulty when we test it we will email and text you to tell you and to offer you a different amount. Brand New Boxed phones are paid a lot higher than working, again just tell the website it s brand new boxed when you upload it.

As many as you have!

For Working phones, we need the phone and battery. You can send other stuff like the charger but we do not pay extra for them. Brand New Boxed phones need to have the box and all the parts like the mains charger and manuals etc.

An IMEI is a 15 number "registration number" of a mobile phone. You can get it out of the phone by typing *#06# into the phone or by taking the battery out of the phone and looking on the label underneath.

It will speed up the payment process as we will be able to assign the phone to your account quicker. It also allows us to check the status of the phone via www.checkmend.com

We will honour the price for 14 days after you uploaded the phone. After that we reserve the right to lower the price to the current market value. So send them QUICKLY!

ALL the information you need to send your phone to us is either emailed to you when you upload an order. OR is in the information pack that is sent to you within the FREEPOST JIFFY bag.

No the postage to get the phones to us is FREE, We pay this for you. The only time you would have to pay a little bit is if you send them by recorded delivery (75p) or if you send them Special delivery insured upto £500

We use FREEPOST service from Royal Mail. It comes with a Certificate of Posting (CoP), make sure you fill it in and get it stamped from the Post Office and keep it safe. A stamped CoP will enable you to cover up to £39 in case of any loss.

For phones of value over £39, we strongly recommend you use Special Delivery from a Post Office, which will ensure cover of your phone in the event of loss up to £500.

In case of loss, to make a claim you will need to contact the Royal Mail on 08457 740 740 or visit www.royalmail.com to find out more.

However, we cannot be responsible, nor pay for any loss and damage, to mobile phones within mail transit.

When a phone is received you are automatically emailed and text (To your registered mobile phone number) to tell you it has arrived. Please note though FREEPOST takes longer than normal post so please do not chase to see if you phone has arrived until 7 days after sending it.

When we send you payment, you are automatically emailed and text to tell you this.

When you upload the order and on the emails you get you are told to get at least a proof of posting or pay a little bit towards getting the items sent by recorded / special delivery. How to send phones securely and insured is also included in the "How to" leaflet sent to you. So if a phone has been lost in the post after we have explained how to avoid this then I am afraid we are unable to pay you for any phone not arrived. By their own admission Royal mail lose 80 MILLION items a YEAR!

There could be several reasons for this:

1) The phone may be lost in the post, please check the tracking information on the phone you sent.

2) You may not have included the paperwork with your phone, so we have no idea who you are - Please email us with the phones IMEI number and tracking reference

3) We may have the phone and it was tested as faulty or an incorrect model. We will have emailed you information about this, please check your email (including your SPAM FOLDER!)

4) We will have emailed you to say a cheque has been sent, Royal mail would not consider this lost until 15 working days after sending. Please contact us after then if it has still not arrived.

Bank Transfers / BACS actually leaves our account within 24 hours of you getting the payment text / email. It can be in your account within 48 hours but if you are with another bank or building society it can take up to 5 working days to actually reach your account depending on the way that that handle the payment, this is out of our control I am afraid.