If your old phone is worth more than your remaining contract, you’ll get the extra value back. If it’s worth less, you can still upgrade early – all you need to do is pay the difference.

We aim to be as transparent as possible with pricing. Once you have identified your device and told us what condition it is in, the quote for the value of the device that we offer is guaranteed for 14 calendar days. If our assessment differs from your own, we’ll contact you immediately with the new price.

After confirming your Trade up with our sales team, you will receive a jiffy bag within 2-3 days. You then have 14 days to return your old phone. For higher value items, we would strongly recommend using Royal Mail’s Special Delivery service.

Please allow 2-3 working days for Royal Mail to deliver your device to us. We’ll send a text to you the day we receive it. In some cases delivery can take longer, so if you don’t hear from us within 5 working days of sending, you should contact Royal Mail on 0845 774 0740.

If you don’t want to accept our revised value you can ask us to return your device. Should you choose not to accept the revised offer and decide not to continue with your new device you have 14 days from the date you reject the revised value or after the expiration of 5 days from the date we sent the revised value to return your new device to us and cancel the contract for your new device.

To allow time for your Trade Up Order to be processed, your direct debit date will be moved out 30 calendar days from the date your Trade Up order is placed. You will be notified of any changes to your payment schedule by email.

With Trade Up, if you do not send your old phone back to us, you will still need to pay off the remaining Freestyle amount. This will start a second loan to pay off the outstanding balance of the old phone. For Trade In, if you do not send your old phone back to us, you will still not recieve any cash back. Your new phone will not be affected.

It will either be recycled (broken down into bits that are then recycled) or reused (refurbished and sold to auction houses or insurance companies). The Terms and Conditions can be found here.

If you’re not sure you can find this under the battery, or type in *#o6# to find your IMEI number.

We subscribe to the Recyclers Code of Practice because we only want to provide a service to legitimate phone owners. If your device is identified as lost, stolen or blocked when we run our checks we won’t process your order until the block has been removed. Should this happen you will receive an email detailing how to resolve this through CheckMEND.

Before deleting any data please ensure that any data you wish to keep is saved elsewhere. A factory reset will erase all data on the phone usually. You should also ensure the device doesn’t have PIN codes and applications such as ‘find my phone’ are disabled.

If you purchased an iPhone 7, iPhone SE, iPhone XR, iPhone 11 or iPhone 11 Pro between 16th October and 8th November 2020, you can claim up £50 in addition to the value of the handset you trade in. If you purchased an iPhone 12 or iPhone 12 Pro between 16th October and 8th November 2020 you can claim up £100 in addition to the value of the handset you trade in. You’ll receive an SMS from us 21 days after you receive your new handset, along with your unique redemption code and instructions on how to redeem your cash back.

Yes, the device you are trading in will need to be reset and for iPhones must have the ‘Find My iPhone’ function disabled. This is essential as the device cannot be accepted with this still active and will impact the value. For help removing this please refer to the Apple Support website.