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General Questions
How do I send my phone(s)? 1-9 handsets (post)
Once you have placed an online sell order, we will post you a pack within 48hrs. Your pack will include a sales confirmation, delivery note, posting instructions and a freepost bag. Simply place the handset(s) and delivery note into the bag and post.
How do I send my phone(s)? 10+ handsets (courier)
Once you have placed an online sell order, we will post you a pack within 48hrs. Your pack will include a sales confirmation, delivery note, courier instructions and a Parcelforce bag. Simply place the handset(s) and delivery note into the bag and choose to either drop off at a post office (which offers Parcelforce delivery service) or arrange a collection.
I've placed an online order but have not received a sale pack?
Once your online order is placed, we'll post you a sale pack within 48hrs. If you have not received this pack within 5 days, it may have been lost in the post. Please check that we have your correct address and contact us to arrange another pack to be sent.
Do I pay for postage when sending my phone(s)?

We have various free posting options for you to choose from. These options are all explained in the posting instructions leaflet that is included in the sale pack that we send you.

Please see posting instructions for further details.

Unfortunately, we cannot accept responsibility for non-delivery of phones. We recommend that you upgrade our freepost bag to Special Delivery for track, trace and signed for delivery.

Registered deliveries should (please) be sent to us at Zextons Main office:

Zextons
Zextons Tech Tech
27 Church Street
St Helens
Merseyside
WA10 1AX

IMPORTANT! If you trade in 10 or more phones in the one order, you will be given a free courier collection service.

Option 1

Freepost

No cover

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Please affix posting label onto Zextons postal bag or your own packaging if preferred. Please post at your nearest post office or post box.

Estimated time of delivery

2-5 Working days (from Mainland)*

Cost of this service

FREE (Postage is prepaid by us)

Loss or damage cover

£0.00

Option 2

Registered

Up to £2500 Cover

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Please affix posting label onto Zextons postal bag or your own packaging if preferred. Please post at your nearest post office and upgrade to Royal Mail Special Delivery Guaranteed by 1pm® for next day delivery with insurance.

Estimated time of delivery

1-2 Working days (from Mainland)*

Cost of this service

Approx. £8.50.

Extra cover available for additional insurance.

Loss or damage cover

Up to £500 (Standard) or up to £2500 (Extra cover)

* Estimated time of delivery is based on an uninterrupted service provided by RoyalMail and is subject to delay in busy periods such as Christmas.

Do I need to send the charger or accessories?
No, we just need the handset with its battery.
Do I need to send the SIM card with my phone?

No, we only require the handset and battery.

Please make sure your SIM card is removed.

We accept no liability in the event that any phone that has been sent with its SIM card and charges are then incurred. You shall continue to be responsible for such charges.

Do I send the Memory card with my phone?
No, we only require the handset and battery.
Is the plastic freepost bag safe enough to send my phone in?

Our freepost bag has been specially designed to ensure fast and safe delivery. We recommend that you protect any delicate handset screens by wrapping them in tissue or bubble wrap.

Please see packaging instructions for further details.

Packaging Instructions

  • Insert battery into phone and make
    sure the phone is switched off
  • Pack phone into a box and secure
    phone against movement or accidental
    activation
  • Place box and Delivery Note into
    Zextons postal bag and securely seal
  • Complete sender details on Zextons postal bag
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Recommendations

  • Any small box or cardboard packaging can be used
  • Original manufacturer box is ideal for packaging phone in
  • Please use a suitable size box or packaging to fit in the postal bag provided
  • Multiple phones can be packed into a single box provided each phone is wrapped in tissue or bubble wrap
  • Only handset and battery is required
  • Remove and retain any SIM and memory cards (All cards received are non-returnable)
I sent my phone, has it arrived?

We will send you an email on the day your phone arrives. Our freepost service should take 2-4 working days to be delivered to us from most Mainland. Non Mainland areas, may be a few days more, with remote regional areas typically taking 7+ days.

If we have not received your phone within 15 working days then it may possibly be lost in the post. In order to make a claim you will need to contact the Royalmail Helpline no. 03457 740 740 or visit RoyalMail for more information.

I sent my phone(s) but my order is now expiring?
Don't worry, provided you posted your phone(s) on time, we will not penalise you for the delay.

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