Follow these 6 easy steps to send us your device safely. Your prepaid Royal Mail return is free, and most parcels reach us within 1–3 working days.
We can only inspect and pay for a device that is fully signed out. Follow the steps for your phone below.
Go to Settings > General > Transfer or Reset iPhone > Erase All Content and Settings. Enter your Apple Account password when asked — this switches off Find My and Activation Lock.
Can't access your device?
Go to icloud.com/find:
Important: after a remote erase you must also “Remove from Account”, or Activation Lock stays on and we can't process your device.
First remove your Google account: Settings > Accounts > Remove account. Then go to Settings > System > Reset options > Erase all data (factory reset).
Samsung: Settings > General Management > Reset > Factory data reset.
Can't access your device?
Go to android.com/find (Google Find Hub):
Important: removing your Google account first avoids Factory Reset Protection locking the phone after the reset.
Fully charge the battery, then power the device off completely before packing it.
Take out any SIM and memory (SD) card — we can't return cards left in devices.
Use the original box if possible and pad it well. Put the delivery note inside, then place it in the envelope provided.
Your label is in your pack — or attached to your order email — and includes tracking (for example KB123456789GB). Follow it at royalmail.com/track-your-item.
Hand it over the counter and ask for a free proof-of-postage receipt.
Important: keep the receipt until you've been paid — it's required for any loss or damage claim.
Device worth more than £150? We recommend upgrading to Special Delivery at the Post Office counter so the full value is covered.
Royal Mail rates from April 2026 — may change.
Our team can walk you through any of these steps.