Frequently Asked Questions

Here are some of the most common questions about recycling your mobile phone, camera, iPod or sat nav. If your question isn’t on this list, email info@o2recycle.co.uk or call 0845 505 0202 (Monday – Friday 8am - 8pm, Saturday 9am - 5pm and Sunday 10am - 4pm).

Can I use O2 Recycle if I’m not on O2?

Yes. Anyone on any network can use O2 Recycle.

How much is my device worth?

Find out if your device is listed and how much it’s worth here or call 0845 505 0202 (Monday – Friday 8am - 8pm, Saturday 9am - 5pm and Sunday 10am - 4pm)

Can you show me how i should package my item(s)?

Yes, please click here for our step-by-step guide.

My device isn’t on the list. What can I do with it?

Unfortunately, if your device isn’t on the website we are unable to recycle it for you at this time.

How do I know if my device is in ‘working order’?

It’s in working order if you can switch it on and off, the screen isn’t damaged, and it hasn’t been damaged by water.

If in doubt please utilise the option to obtain a more specific valuation if your item is damaged.

Please note for your assurance all devices are thoroughly checked upon receipt of delivery and you are notified if damage is found.

How do I find out the manufacturer and model details?

If it’s a phone, take the cover off and look under the battery. The details are usually on a sticker there. For anything else, look on the outer case.

If you can’t find the right details, email info@o2recycle.co.uk or call 0845 505 0202 (Monday – Friday 8am - 8pm, Saturday 9am - 5pm and Sunday 10am - 4pm).

Do I need to send any accessories too?

Mobile phones: Send the phone and battery. We don’t need the charger, manual or anything else.

Digital cameras: Send the camera, battery and charger. (If you don’t send all three, we can’t pay you as much money. Read our terms and conditions).

iPods: Send the iPod and charger.

Sat navs: Send the main unit, any holder or cradle, charger, battery and manuals. (If you don’t send everything, we can’t pay you as much money. Read our terms and conditions)

Any accessories sent will not be returned

How do I know I am getting the best price?

We are confident we can offer you the best price for your phone. If you see your item advertised for a higher price on competitor websites within 7 days of placing your order with O2 Recycle we could match it for you.

Claim a Price Match.

Do I need to send the sim card?

No. Take the sim card out before you send it to us. If you send us a sim card, we can’t send it back to you. Make sure you transfer everything you need from your phone or device before your send it to us.

Do I need to pay to post my device to you?

We cover the cost of packaging and labels but recommend you send higher-value items by Special Delivery. The cost of doing this will depend on your item.

If you are concerned about your items being lost, stolen or damaged in the post we recommend you to send it by Special Delivery.

Please note: Royal Mail recently introduced new guidelines regarding shipping products containing lithium batteries. Find out more information about the guidelines and how they impact you here.

What’s the best way to send my device?

Royal Mail recently introduced new guidelines regarding shipping products containing lithium batteries. Find out more information about the guidelines and how they impact you here.

If your device is worth more than £39, we recommend you to send it by Special Delivery (from the Post Office). This means you can track your item and you are also insured for any loss or damage. Please note Special Delivery is charged by the post office.

If you are using our free pack please ask for Royal Mail Packet Post from the Post Office.

We (O2 or Redeem) can’t accept responsibility for any devices we don’t receive.

Please note: we may be unable to return any additional packaging you send us with your device.

I selected to print a Packetpost Returns address label and use my own packaging but now I can’t click back to the order confirmation page to print it. What can I do?

Don‘t worry, we‘ve sent you a confirmation email with the Packetpost Returns address label and the order summary that you need to put inside the packaging with your item(s). If you have any difficulty in getting your order confirmation number email or call us: info@o2recycle.co.uk or call us on 0845 505 0202 (Monday – Friday 8am - 8pm, Saturday 9am - 5pm and Sunday 10am - 4pm).

Will I get confirmation of receipt of my device(s)?

We’ll send email or text confirmation (depending on the option you’ve selected) to let you know that we’ve received your items. This also confirms when your payment will be made.

I haven’t posted my order yet, but I still want to recycle. What should I do?

You can still recycle! The price we offered you when you placed your order will remain the same for 14 days. If it has been over 14 days since you placed your order, you can simply place another order and use your new order number.

Will the price you have offered change between placing my order and receiving my payment?

The price we have offered you when you placed your order will remain the same for 14 days. Your gadget will be graded upon arrival and if there is any damage that affects the price we have offered, we will contact you. You will then have two days to accept our new offer or get your gadget returned free of charge.

What if I’m not happy with my revised offer?

If your item receives a reduction we will contact you by email or text. You will then have 48 hours to get in touch with us so we can arrange for the free return of your item.

How do I get paid?

We can pay you by either cheque, bank transfer, amazon gift card or bill credit (bill credit only applicable to O2 customers). Whichever you choose, as soon as we receive and process your order you'll get paid within 5 working days. Bill credit customers will have their account credited for the next bill following that month

I selected Amazon gift card, when do I receive my card?

Typically you will receive an email with your e gift voucher within 24 hours of your order being processed. This process can take up to 5 working days but we will send this to the email address you used when you registered your order as soon as we can.

How do I redeem my Amazon gift card?

Simply visit amazon.co.uk and enter your eVoucher code at the checkout.

Is there an expiry date on Amazon gift card?

The expiration date is 3 years after the date the gift card was issued.

I live in Republic of Ireland - Can I still participate?

O2 Recycle can only be used by people in the UK or Northern Ireland but Irish nationals can recycle at our dedicated Republic of Ireland website. visit www.o2.ie/recycle.

Is there a limit to the number of items I can send?

No, there is no limit to the number of items you can send but you should only send 2 items in each pack you send us. This is because Royal Mail recently introduced new guidelines regarding shipping products containing lithium batteries. Find out more information about the guidelines and how they impact you here.

What security checks do you carry out on items received?

All items are checked on a database system called checkmend. Please refer to question 25 for further details

What happens to my device once I have sent it in?

If your device is in good working order it’ll be refurbished and sold on for reuse as an affordable means of communication, mainly in developing countries. Things that can’t be repaired are sent to be "end of life" recycled. The precious metals and other components that can be reused are extracted and any remaining materials are smelted for energy recovery.

O2 is committed to comply with the WEEE directive. Where possible O2 will ensure the reuse of old mobiles. If this isn’t possible, we’ll make sure they’re 100% recycled.

What is the WEEE Directive, and how does it affect me?

Did you know that in the UK we are increasing the amount of wasted electrical goods we throw away by 5% a year? Historically, much of the WEEE ended up in landfill, where toxins within it could cause soil & water contamination. The UK’s Waste Electrical and Electronic Equipment (WEEE) Regulations came into effect in 2006 with the aim to make producers and suppliers of electrical goods pay for the collection, treatment and recovery of waste electrical equipment. It seeks to encourage all of us to recycle our waste electrical goods, and it requires retailers to allow customers to return unwanted items free of charge. O2 has been doing just that for several years.

Find out more information on how you can recycle

What are the environmental benefits of recycling my device?

When devices are thrown away they end up in landfill sites. They don’t breakdown or biodegrade and might pollute the surrounding soil or waterways, damaging plants and wildlife.

O2 Recycle makes sure that every device is 100% recycled and doesn’t use landfill.

What is Think Big?

Setting up a local football team. Painting a community centre. Running a campaign to educate young people about knife crime. Young people are full of great ideas. They’re full of energy and enthusiasm. But they need help to turn it all into action. Training. Support. Money. Think Big is our programme to challenge young people to make positive changes in their community. If they’ve got a great idea, we’ll help them get going. We’ll give them support, training and funding to make it work.

To find out more visit www.o2.co.uk/thinkbig

What’s the best way to send my device?

Please view posting and packing instructions.

Why is my item showing as blocked / CheckMEND fail?

Some information if your item is showing as blocked:

We are governed by the recycle code of practice details of which can be found on www.checkmend.com/uk/recycle

We are unable to return or pay for items which have failed Checkmend. If you believe this may be an error on Checkmend’s behalf please contact www.checkmend.com quoting your report ID number.

If you are able to resolve this block please contact us at info@o2recycle.co.uk quoting the above reference and we will continue with your recycle order.

We will hold your item(s) for 28 days to give you the opportunity to resolve this matter after which the handset(s) will be recycled responsibly.

Can I Recycle at my local O2 Store?

Yes, you can place your recycle order at your local O2 store. However, if you have already placed your order online you will have to go through the order process again in store.

Find your local O2 store

How do I delete data from my iPhone?

To delete data from your iPhone please follow the instructions below:

1. From standby select Menu > Settings >General > Reset
2. Select Erase All Content and Settings
3. Press Erase iPhone
4. Press Erase iPhone

Handset will switch off and restart. This may take several minutes. Please do not switch handset off during reset.

O2 doesn't take
a penny

You get a great deal & help the environment.

Any money that O2 makes from O2 Recycle is donated towards our Think Big initiative to help turn around lives of young people.

Find out more about Think Big.