Frequently Asked Questions

What would you like to know?

Common topics

Using O2recycle.co.uk

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 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, Sunday 10am - 4pm).

How can I find out the memory size of my iPhone?

Go to Settings/General/About and under the Capacity section you will see the number of GB available for storage on your iPhone.

Please note: this will always be lower than the 8, 16, 32 or 64GB advertised as the operating system is already pre-loaded onto the phone and will take up 2-3 GB of storage.

I’ve placed an order for the wrong device model, am I able to update this?

Yes, please contact our customer service team by email to info@o2recycle.co.uk or call 0845 505 0202 (Monday – Friday 8am - 8pm, Saturday 9am - 5pm, Sunday 10am - 4pm) and they will be able to update this for you.

How can I cancel my order?

You can cancel your order by contacting our customer service team by email to info@o2recycle.co.uk or call 0845 505 0202 (Monday – Friday 8am - 8pm, Saturday 9am - 5pm, Sunday 10am - 4pm) and they will be able to update this for you.

How do I know if my device has been water damaged?

If your phone has been in contact with or submerged in water at any point then it will most likely be water damaged. The grading questions on the device page will give an estimation as to how much your device will be worth if it has been water damaged.

If you are still not sure, we will be able to check and confirm this when we receive the device and will update the value of your device accordingly. If you aren’t happy with this value we will return your device free of charge.

My device is faulty; can I still use O2 Recycle?

Yes, we are able to recycle broken or faulty phones. To see how much your device could be worth you can answer the grading questions on the device page which will give an updated value based on any faults.

How do I find out the IMEI number of my phone?

You can find out the IMEI number by dialling *#06# on your handset. Your IMEI number should then be displayed on the screen.

How do I track the status of my order?

If you created an account whilst placing your order you can login to your Recycle Account using your email address and the password provided.

From here you will be able to see the status of any order you have placed.

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.

Why is my device showing as blocked/CheckMEND fail?

CheckMEND is a database system that is used to check if a device is registered as lost or stolen.

Some information if your device 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 device for 28 days to give you the opportunity to resolve this matter after which it will be recycled responsibly.

iOS7 and Activation Lock

What is Activation Lock on iOS 7?

With iOS 7, Find My iPhone includes a new feature called Activation Lock, which makes it more difficult for anyone else to use or sell your iPhone, iPad, or iPod touch if you ever lose it. It starts working the moment you turn on Find My iPhone in iOS 7. With Activation Lock, your Apple ID and password will be required before anyone can:

  • Turn off Find My iPhone on your device
  • Erase your device
  • Reactivate and use your device

I have placed my device on ‘Lost Mode’ within iCloud, can I still remove Activation Lock?

If you have put your device on Lost Mode within your iCloud account, this will need to be taken off.
Please find instructions here on how to do this.

Once you have taken the device off ‘Lost Mode’ you can continue to follow our instructions to remove Activation Lock.

Does the iOS7 Activation Lock apply to my Apple device?

If you have an iPhone 4 or iPad 2 onwards you may have iOS 7 on your device. If you have an iPhone 5S/5C then this will come already pre-installed with iOS 7.

To find out which iOS your Apple device is on please follow the steps below:

Settings > General > About > Version

iOS 7 is Version 7.0.

How do I remove Activation Lock/iCloud from my device?

Before sending your device off please follow our step-by-step instructions.

I’ve already sent my device in; can I still remove Activation Lock/iCloud?

If you have already sent in your device, there is a way to remotely remove Activation Lock/iCloud. Step-by-step instructions can be found here.

In order for these instructions to work the device must be switched on. Please wait to hear confirmation from a member of our team once we have received your device and switched it on before carrying out these steps.

What if I have forgotten my Apple ID password?

If you have forgotten your password, you can reset it at appleid.apple.com or by contacting Apple Support and verifying your identity. Once your password has been reset, it will work normally with Find My iPhone and Activation Lock.

Sending your item

Can you show me how I should box, package and send my device?

Yes, please click here for our step-by-step guide on how to pack your order.

If you have chosen for your device to be picked up by a courier, you will be required to box and package your device before the device is picked up. We would recommend using the original packaging to ensure a safe transit.

box box package package package package phone assemble packaging packaging phone box

How long does the free postage take to deliver my device?

It can take 3-5 days for your package to be delivered to us using our free postage.

We will be in contact via email as soon as your device has been received and processed.

How do I data wipe my device before sending it to you?

How you data wipe your device varies from operating system to operating system, and sometimes even device to device. These are general instructions that should work with most devices; however, it's best to check with your manual or manufacturer just to make sure. You can download manuals for most makes and models of phone from the internet.

Android: For versions before Android 4.0, press the Menu key from the Home screen and select Settings/Privacy/Factory data reset. You'll get a warning screen. Scroll toward the bottom and tap "Reset phone." If you also have an SD card in the phone (and don't want to use the data in your next phone), also make sure to check the box next to "Erase SD card."

For Android 4.0 or later, go to Settings and look for "Backup and reset." Tap that, and then, on the next screen, tap "Factory data reset." You'll get a warning screen along with a list of all the accounts you are currently signed into.

iOS (iPhone and iPad): Go to Settings/General/Reset and then tap "Erase all Content and Settings." (This is specifically for Version 5; the process may differ slightly for other versions.)

Windows Phone 7: Go to the Home screen, then tap the Application Menu Key and select Settings/ System/About/ and tap the "Reset your phone" button.

BlackBerry: Head to Options/Security options/General settings, and then tap menu. Then select Wipe Handheld.

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)

Tablets: Send the tablet and power cable.

Any accessories sent will not be returned

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.

For more information on postage and packaging please read our step-by-step guide.

I can’t click back to the order confirmation page to print my free postage label. 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 device(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, 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.

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

No, there is no limit to the number of devices you can send but you should only send 2 items in each pack you send us. For more information on postage and packaging please read our step-by-step guide.

What security checks do you carry out on items received?

All items are checked on a database system called CheckMEND against a list of stolen/lost devices.

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.

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

What’s the best way to send my device?

For more information on postage and packaging please read our step-by-step guide.

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.

We also offer a courier collection service which will cover all lost items up to a value of £200. Unfortunately we are unable to cover any damage incurred when using the courier service. To avoid any damage during transit we also recommend devices are packaged adequately using protective wrapping.

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.

If I choose the courier option, who will be picking up my device?

Our courier collection service is provided by UKMail.

What happens if I miss my courier collection slot?

If you need to change your collection date or time please call our customer service team on 0845 505 0202 (Monday – Friday 8am - 8pm, Saturday 9am - 5pm, Sunday 10am - 4pm) for assistance.

If you are not there in order for us to collect your order we will re-attempt at the same address and time slot 24 hours later.

If you are not there on the second attempt we will be forced to cancel your order.

Pricing

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, Sunday 10am - 4pm)

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 Top Price Promise.

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.

Payment

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 to the next monthly bill. Please note: if your bill is printed within 3 days of your payment confirmation, the credit will appear in the following months bill. Bill credit will be applied as Airtime Credit for O2 Refresh customers.

Please note: Bill credit will be applied as Airtime Credit for O2 Refresh customers.

Can I update my payment choice after placing my order?

Yes, contact our customer service team by email to info@o2recycle.co.uk or call 0845 505 0202 (Monday – Friday 8am - 8pm, Saturday 9am - 5pm, Sunday 10am - 4pm) and they will be able to update this for your providing the payment hasn’t already been processed.

What is O2 Refresh?

O2 Refresh is a brand new contract from O2 that lets you change phones as often as you want. With O2 Refresh, your monthly bill is split into a phone plan (the cost of the phone), and an airtime plan (your data, minutes and texts).

More information on this tariff can be found at http://www.o2.co.uk/refresh

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 10 years after the date the gift card was issued.

Who can use O2 Recycle

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

Yes. Anyone on any network can use O2 Recycle.

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.

Think Big & O2 Recycle benefits

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 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.

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

Further help

Can't find what you're looking for?

Email us at info@o2recycle.co.uk or call 0845 505 0202

(Monday – Friday 8am - 8pm, Saturday 9am - 5pm, Sunday 10am - 4pm)

*Amazon.co.uk is not a sponsor of this promotion. Amazon, Amazon.co.uk, the Amazon.co.uk logo, and the Smile logo are trademarks or registered trademarks of Amazon EU SARL or its affiliates. GCs may be redeemed on the Amazon.co.uk website or affiliated website Javari.co.uk towards the purchase of eligible products listed in our online catalogue and sold by Amazon.co.uk or any other seller selling through Amazon.co.uk. Purchases are deducted from the GC balance. To redeem or view a GC balance, visit “Your Account” on Amazon.co.uk. GC’s cannot be reloaded, resold, transferred for value, redeemed for cash or applied to any other account. Amazon.co.uk is not responsible if a GC is lost, stolen, destroyed or used without permission. See www.amazon.co.uk/gc-legal for complete terms and conditions. GC’s are issued and © 2012 by Amazon EU Sarl.

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