Frequently Asked Questions (FAQ)

It's very easy! You find your product on our website in the search box, and if you're happy with what we're offering for it, you go through the checkout process. We’ll send you a welcome pack (Subject to a minimum value of £25) and a QR Code to take to the post office. Pack your item, take it to the Post Office, and send it! Once we receive the item, we'll process it and send you the money! For more info, check out our full Trade-In Blog.

Since 1999, The Big Phone Store has been at the forefront of mobile recycling, making the selling process as easy as possible while offering top prices—because that’s what matters to you. We combine unbeatable prices, a smooth process, and fast payment to be the better choice. Don’t just take our word for it—check out what our customers have to say!

Absolutely. Your item is insured during transit up to £100, (but if its worth more, we recommend you send it with Special Delivery). We are one of the most trusted and reputable trade-in services in the UK, and we encourage you to try our service and decide for yourself!

Most of our customers prefer payment via bank transfer, as we process payments the same day we receive your order. Orders arriving before 12 p.m. (Monday to Friday, excluding holidays) are paid the same day and cleared in your account the next working day. For orders arriving after 12 p.m., payment is sent the following working day and cleared the next. PayPal payments may take an additional 24 hours to process.

We aim to get your money to you as quickly as possible. In fact, we recently broke our own record, paying out in just 5 minutes and 43 seconds after receiving an item—now that's fast! Check our Terms & Conditions for more details.

We offer payment via bank transfer or PayPal.

If your device matches the description you gave at checkout, we’ll honour our offer. But if, say, the model is wrong or we weren’t told about any major faults (like significant cosmetic imperfections), we’ll email you a revised offer. You can accept or decline- the choice is completely yours! 

Once you have checked out, you will have 14 days to send your phone to us. After that, our offer will expire, and you will have to go through the process again. However, we cannot guarantee that you will get the same offer as prices change all the time.

Not a problem! If you're just browsing our site and don't think it's for you, then we appreciate that. If we have made a revised offer for your device because we found a fault or there were issues stemming from the checkout process and you're not happy with it, we can return the item to you. We try to be as reasonable and transparent as possible and don't want to mess anyone around.

Once your order arrives, our trained technicians will test it to confirm it matches the condition you selected. If it doesn’t, we’ll revalue the device and email you a revised offer outlining the reason for the price change. You’ll then have 7 days to accept or decline.

If you accept before 2 p.m., payment will clear the same day. If you accept after 2 p.m., it’ll clear the next working day. If you decline the offer, we’ll return your device to you—no hassle!

Firstly, we hope you'll accept our sincerest apologies and please let us know. Our customer service team will try and resolve the issue as soon as possible. Always Contact us if something goes wrong with payment.

The Big Phone Store provides a free postal service for all orders over £25. We will even send you a handy Welcome Pack with step-by-step instructions.  Simply pack the device securely with the QR code we provide and take it to your nearest Post Office. Royal Mail will then create a label for your parcel and send it to us.  There is no need to print any labels yourself. If your order is less than £25, then you simply arrange your own postage.  It's super simple! For more details on trade-ins, check out our Blog.

Postage is free for orders over £25, and the tracking number insures your pack for up to £100. If your pack is worth more, you can always upgrade to Special Delivery (which we strongly recommend). Just remember to get proof of postage from the Post Office in case any issues arise.

You can only include 2 phones per package. If you have more than 2 phones to send to us, then you can request additional QR Codes for each box again, free of charge!

The tracked service provided via the pre-paid label takes 2-3 days, but if you choose to upgrade to Special Delivery, this will be a next-working-day service. Please note that all delivery times are approximate, and we cannot be responsible for any delivery delays.

If you are sending a used mobile phone, all we need is your device, its battery (if removable), and your order ID so we know who the item is from. You do not need to send any chargers, SIM cards, or memory cards. If you are sending a new phone or anything other than a mobile phone, then we may need everything that came with it in the original sales pack (including but not limited to batteries, chargers, cases, etc.).

No. The value on the website is for the handset only. You are welcome to send accessories with the device, but this will not increase the value quoted. If you are sending a new phone or anything other than a used mobile phone, then we need everything that came with it in the original sales pack.

We have helpfully provided a step-by-step guide for both Android and iPhones, so simply follow the instructions, and you're good to go. It is essential that you remove your account otherwise, the device will become unusable once we receive it. Therefore, we won’t be able to offer the full price.

Within reason, we'll buy anything that you're looking to sell. While we do focus on electronics and their accessories, we will always consider an item. If you have something that we haven't got listed on our site then feel free to ask for a valuation.

That's not a problem. Contact us, and we'll get back to you with an offer as soon as possible!

Absolutely! It’s what we do best. Our engineers will repair your device and give it a second life by finding it a new home. If a new home isn’t possible, we’ll recycle it responsibly, fully complying with WEEE regulations.