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.
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 0345 505 0202 (Monday-Friday 9am-8pm, Saturday 9am-5pm).
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 0345 505 0202 (Monday-Friday 9am-8pm, Saturday 9am-5pm) 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.