You can either post it to us in a pre-paid returns pack or drop it off in any of our stores.
Return by post
If you choose to return your eligible phone to us by post, we'll send a pre-paid returns pack with returns instructions to your address. Just follow these instructions, place your phone in the returns pack provided, and take it to your nearest Post Office within 14 days of receipt.
We recommend you take a photo of your eligible phone with its IMEI (serial number) showing on screen before you post it to us. Just enter *#06# on the keypad to bring up the IMEI on screen.
Unfortunately, we can't accept responsibility for any loss or damage during transit. Please ask the Post Office for proof of postage. If you'd prefer to return using a tracked and insured returns service, just ask at the Post Office when you return your phone - additional costs will apply. If you decide to do this, you must still use the returns pack provided.
Once your phone arrives at our Warehouse, we'll check that it's in a condition which meets our eligibility criteria. If it is, we'll send you a text to confirm. If it isn't, we'll return your phone and you'll have to pay the early upgrade fee in full. You'll also need to pay this fee if we don't receive your phone within the expected 20 days.
Drop off in-store
If you upgrade and collect your new handset in store, you can return your old eligible phone to us at the same time. Bring your phone with you to our store, we'll check it over and send it off to our warehouse.