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Frequently asked questions

To kick off with we’ve compiled a quick summary of what we get asked the most.

Then take a look through our questions below. Click on the one that best suits your query and you’ll be taken straight to the answer! If we don’t answer your question here, then email us at enquiries@fonesell.co.uk or call 020 3581 1991.

How do I send my device(s) to you?
When checking out you will be given the option to have a jiffy bag sent out to you or to print your own sales pack out. If you opted to have a bag sent out we will dispatch this within 1 working day. Typically this will be received within 1-3 days. With the pack will be a delivery note to include with your device as well as instructions to post the device using one of our postage options
Who pays for postage?
We provide a free (prepaid by us) tracked delivery option which has limited compensation of £50. If sending a higher value item we recommend that you opt for the ‘Special Delivery’ option to fully cover the device. This will cost between £6-£9. Please see the ‘postage instructions’ in the pack for further details.
What do I need to include with the device?
You can send any accessories along with the device (cases, cable, plug & boxes).
How quickly will you process my payment?
If you opted for bank transfer & the order meets the condition and network criteria under which it was sold, your payment will be processed & in your account the same day. Cheques are processed & sent out within 1-2 days.
How should I package my device?
You should adequately pack your device to prevent anything heavy from falling on top of it as well as prevent any corners or the frame being dented. The original box is great for this and you could include packaging within to prevent any movement in the post.
Has my device arrived?
We process handsets Monday-Friday & will let you know via email & SMS as soon as your handset is received, you should receive a further update later on in the day once the handset has been tested. You can also check the status of your order by going to ‘My Orders’ once you are logged in. Our freepost service takes 2-3 days but on rare occasions can take up to 15 working days to arrive.If we haven’t received your handset within 15 working days then it’s possible the item is lost. In order to make a claim you will need to contact the Royal Mail on 08457 740740 or visit their website for further information.
How do I change my contact details?
Go to My Account area of the site. Select the “Update my profile” option and change your details.
I can’t log in?
Please check that you are entering your username and password correctly. If you can’t remember your log in details you can check these against the email that we sent you when you first registered with us. Please note that the password is case-sensitive.
I’ve forgotten all of my log in details, how can I retrieve them?
If you have forgotten all of your log in details, please contact customer services on 020 3581 1991
How do I change my password?
Go to the My Account section of the site and log in to your account. Select the “Change my password” option to change your password. For security purposes this will ask you to also confirm your existing password.
I’ve forgotten my password, how can I retrieve it?
You can check your log in details against the email that we sent you when you first registered with us. If you no longer have this you can get a password reminder by going to the My Account section of the site. You can use either your username or the email address that is stored in your account to retrieve your password. Follow the on screen instructions to have your log in details sent to the email address stored in your account.
Fone Sell has told me that my mobile phone is blocked or stolen, what can I do?
We recommend that you contact your network service provider who should be able to unblock the mobile phone/device for you. All mobile phones/devices sold to Fone Sell are checked on the Recipero’s CheckMEND database which indicates if phones have been registered as blocked, stolen or lost. If a mobile phone/device has been flagged we are required to hold the mobile phone/device in quarantine for 28 days to give you the opportunity to get the red flag removed. Under no circumstances are we allowed by law to return the phone if it is flagged as stolen by the Recipero CheckMEND database. This is because we could have been sent what is potentially a stolen phone. If the block or red flag on the phone is not removed within 28 days then we are obliged by law to dispose of it. You can find out more about the Recipero procedures following the link below. http://www.recipero.com/
How do I register so that I can sell my mobile phone/device?
Click on My Account. If you haven’t used us before, select “I’d like to register for a new account” As it’s your first time, we’ll need a few details from you, just the usual stuff; name, address etc, so we can make sure you get your cash. Once you’ve done that, you’ll be up and running with an account that you can use again and again and again.
My mobile phone/device has £0 value, can I still recycle it?
Yes you can! If you are not selling us a phone but just wish to recycle one of £0 value, then send it to us at the address on our contact us page and we’ll make sure nothing bad happens to it and it doesn’t end up in a landfill! Please include a note stating ‘Please Recycle’ and make sure to pack the phone in a strong, rigid package, ensure that the battery is inside the phone and that phone is turned OFF, wrap the phone so that it cannot move or be turned on during transit. Packages must be taken to the local post office and handed in at the counter. Fone Sell do not cover the cost of sending £0 value phones so please make sure that you pay for the correct postage.
How many mobile phones/devices can I sell?
How many have you got?! You can sell up to 10 phones but if you have more mobile phones/devices to sell then call us on 020 3581 1991.
How can I find out the memory size of my iPhone?
Simply go to Settings/General/About and under the Capacity section you will see the number of GB available for storage on your iPhone. Please note: this will always be up to 10% lower than the 8, 16, 32, 64 or 128GB advertised as the operating system is already pre-loaded onto the phone.
How do I cancel a sale?
Please contact the customer services team on 020 3581 1991 or email us enquiries@fonesell.co.uk if we can cancel the sale for you, we will.
Does the value of my mobile phone/device change?
Only if your phone is faulty/damaged. The value of your mobile phone/device firstly depends on the condition. We take the time to test each individual mobile so that you get an individual price. We’ll email you an offer, which if you’re not 100% happy with simply tell us and we’ll return your mobile phone/device to you free of charge. This way you can be sure you’re getting the best deal, the real price your mobile phone/device is worth! Secondly, the price we can offer you varies depending on market value and demand. The chances are that the sooner you sell your mobile phone/device to us, the more it will be worth.
How do I sell my mobile phone/device?
It’s easy! Search for your mobile phone/device by make and model in the search box on the home page. If you’re not too sure of the make then you can enter your IMEI number.
What on earth is an IMEI number?
The IMEI number is a unique number given to all mobile phones and tablets, that can be used to identify the device. If you enter *#06# your clever phone will make the 15 digit IMEI number magically appear on the screen! Or if your key pad is broken or battery flat remove the back and you’ll find it under the battery. If you’ve got an iPhone it may be on the SIM gate.
How can I be paid?
You can choose from: Cheque Bank TransferCheque You simply enter your name and we’ll make a cheque out payable to that name, which you then need to pop down the bank with. Bank transfer You provide us with your bank account details and we will pay directly into that account. We know people worry about entering their bank details, but you don’t need to.
I am not sure what the model of my mobile phone/device is?
Easy, just take the back off your mobile phone/device; the model is usually located under the battery. Alternatively you can enter your IMEI number into our search box and this will tell you exactly what make and model your mobile phone/device is. If you enter *#06# your clever mobile phone/device will make the 15 digit IMEI number magically appear on the screen! Or if your key pad is broken or battery flat for most mobile phones/devices, remove the back and you’ll find it under the battery. If you’ve an iPhone it may be on the SIM gate. Don’t worry though, if you do happen to sell us the wrong model, we’ll sort it all out for you at our end and inform you by email.
My mobile phone/device is not listed on the website?
We update our website all the time with new mobile phones/devices, so if it’s not listed, check back or email us at enquiries@fonesell.co.uk and we’ll try and find you a price.
I’ve sent the wrong mobile phone/device, how do I correct it?
Give our customer services team a quick call on 020 3581 1991 or email us enquiries@fonesell.co.uk and we’ll sort it out for you.
My mobile phone/device is damaged can I still send it in?
Absolutely! The price we offer you is really important, that’s why we put so much effort into getting it right. To most recyclers, it doesn’t matter what’s wrong with your mobile phone/device, if it’s classed as broken, there’s only one price. So really you’re paying for the faults on other peoples’ mobile phones/devices…. Mmmm sound fair? We don’t think so. So instead of offering a fixed price for a faulty mobile phone/device, we take the time to test each individual mobile so that you get an individual price. We’ll email you an offer, which if you’re not 100% happy with simply tell us and we’ll return your mobile phone/device to you free of charge. This way you can be sure you’re getting the best deal, the real price your mobile phone/device is worth!
The mobile phone/device I was going to sell has changed price, will you give me the old price?
Our value promise is that we will pay you the price offered at the time of your sale and hold this for 14 days. If you didn’t send us your phone within the 14 days we will offer you the current website price.
What is iOS / Activation Lock?
With iOS7 or later Apple introduced a new security measure called ’Activation Lock’, which is linked to ’Find my iPhone’. If the Activation Lock is still activated, the device will be locked to your iCloud account which is only accessible with your Apple ID and password. When we try to test it or resell the device, we will be unable to access any of the iPad or iPhone’s functions and the device will become inoperable.
Why do I need to remove my iCloud account?
If the Activation Lock is still activated, the device will be locked to your iCloud account, which is only accessible with your Apple ID and password. When we try to test it or resell the device, we will be unable to access any of the iPad or iPhones functions and the device will become inoperable. Therefore, we won’t be able to offer the full price for it as the device will be locked to your Apple ID and we will be unable to access the iPhone or iPad’s functions.
What if my device is faulty or broken?
Even if you can't access your device because it is faulty or broken you can still remove activation lock / iCloud account. Removing your iPhone via Find my iPhone is easy and it won’t affect your iTunes, Apple ID or anything linked to your iCloud account, it will only unlock the device. Simply Follow the steps below: 1. Go to icloud.com and enter your Apple ID and password. 2. Select Find My iPhone. 3. Select all devices and select your device from the list. 4. Select Erase ipad/iphone 5. Confirm Erase iPhone, then confirm again 6. Enter your Apple id password and select erase
What happens if I don’t remove my iCloud account?
If the Activation Lock is not removed then we won’t be able to offer you the full price. You may request to have your device returned free of charge within the specified time period.
How can I check I have iOS7?
If you have an iPhone 4 or above or an iPad 2 or above then you may have downloaded the iOS7 software update. If you have a newer Apple device (e.g. iPhone 5s) then your device will automatically have it installed. To find out which iOS version your device is running, please go to: Settings > General > About > Version
How do I deactivate the Activation Lock / remove my iCloud account?
Removing it is simple and won't affect your iTunes, Apple id or anything linked to your icloud account, It will only unlock the device. Simply Follow the steps below: 1. Go to settings 2. Go to General 3. Select Reset 4. Select Erase all content and settings 5. Confirm Erase iPhone, then confirm again 6. Enter your Apple id password and select erase
I’ve already sent you my device and not removed my iCloud account
Don’t worry you can still remove remotely from your icloud. Simply Follow the steps below: 1. Go to icloud.com and enter your Apple ID and password. 2. Select Find My iPhone. 3. Select all devices and select your device from the list. 4. Select Erase ipad/iphone 5. Confirm Erase iPhone, then confirm again 6. Enter your Apple id password and select erase
How do I find my Apple ID?
If you’ve forgotten your Apple ID or want to find out more you can visit http://www.apple.com/uk/support/appleid/
How do I get a sales pack?
We’ll send a sales pack to the address you’ve given us as soon as you’ve finished selling your mobile phone/device to us on our website. It’ll take 1-3 days to arrive. If it doesn’t arrive in that time and you need another, please call customer services on 020 3581 1991.
Do I pay postage when I send my mobile phone/device?
No, it’s totally free. Fone Sell provide a freepost service for you to send your mobile phone/device to us. When you order your sales pack, simply pack your mobile phone/device in the packaging provided and post it back to us. Postage is free and the tracking number insures your phone for up to £50, but if it’s worth more, we recommend you send it Special Delivery.
Do I have to send it in the packaging provided?
No, but you do need to send it in a sealed, strong, rigid container. Royal Mail recommends you pack your phone up carefully. Wrap it in 1cm of cushioning e.g. bubble wrap and pop it in a box, you could use your original box or anything that makes it strong and rigid so it doesn’t move about. Then go to the Post Office to send it. Simply attach one of the freepost address labels included in your sale pack.
How should I package my tablet?
When sending tablets we will not provide packaging. The Royal Mail recommends you pack your device up carefully. Wrap it in at least 1cm of cushioning e.g. bubble wrap and pop it in a box, you could use your original box or anything that makes it strong and rigid so it doesn’t move about. Then go to the Post Office to send it.
What shall I NOT include with my mobile phone/device?
The SIM card!! We don’t want this so please don’t send it! We will not accept liability if SIM cards are sent with the handset/device and we will not be responsible for any charges which are incurred before or after receipt of your handset/device, so please ensure you take it out before you send it. We will not accept liability if memory cards are sent with the handset/device and we will not be responsible for any loss of data before or after receipt of your handset/device. We can’t send SIM or memory cards back to you once they have been received.
I sent my mobile phone/device by freepost, has it arrived yet?
Once you’ve taken your package to the post office you’ll be given a proof of postage receipt and tracking number. This tracking number insures your phone for up to £50 and it also tracks your parcel online to our closest delivery office. It does not track it directly to our offices so please be aware that your mobile phones/devices will get to us 1-2 days after it says ‘delivered’. We’ll send you an email as soon as we receive your mobile phone/device. You can also check for updates on your mobile phones/devices progress by logging onto My Account. Chances are it’ll be making its way through the Royal Mail system. If we have not been in touch confirming receipt of your phone after 7 days, get in touch with us and we’ll help you sort it.
I sent more than one mobile phone/device but I have only received notification of some of them being received, where are the others?
If you sent us your mobile phones/devices in separate envelopes then they can often be received at different times. For each individual envelope we receive, we will send you an email. If you sent the mobile phones/devices all in one envelope you will only receive one email detailing the make and models of the mobile phones/devices in that envelope.
How do I data wipe my device before sending it to you?
How you data wipe your device varies from operating system to operating system, and sometimes even device to device. These are general instructions that should work with most devices; however, it's best to check with your manual or manufacturer just to make sure. You can download manuals for most makes and models of phone from the internet. Android: For versions before Android 4.0, press the Menu key from the Home screen and select Settings/Privacy/Factory data reset. You'll get a warning screen. Scroll toward the bottom and tap "Reset phone." If you also have an SD card in the phone (and don't want to use the data in your next phone), also make sure to check the box next to "Erase SD card." For Android 4.0 or later, go to Settings and look for "Backup and reset." Tap that, and then, on the next screen, tap "Factory data reset." You'll get a warning screen along with a list of all the accounts you are currently signed into. iOS (iPhone and iPad): Go to Settings/General/Reset and then tap "Erase all Content and Settings." (This is specifically for Version 5; the process may differ slightly for other versions.) Windows Phone 7: Go to the Home screen, then tap the Application Menu Key and select Settings/ System/About/ and tap the "Reset your phone" button. BlackBerry: Head to Options/Security options/General settings, and then tap menu. Then select Wipe Handheld.
How many mobile phones/devices can I include in one freepost envelope?
You can only include 2 phones per package. If you have more than 2 phones registered on your account, you will need to contact Customer Services on 020 3581 1991 to order your extra return packs. Make sure your mobile phone(s) are packaged safely and you use/include the freepost address label so we can identify you. Royal Mail recommends you pack your phone up carefully. Wrap it in 1cm of cushioning e.g. bubble wrap and pop it in a box, you could use the packaging that we provide, your original box or anything that makes it strong and rigid so it doesn’t move about. Then pop to the Post Office to send it.
How should I package my mobile phone?
You can only include two phones per package. If you have more than two phones registered on your account, please call customer services on 020 3581 1991 to order more return packs. Envirofone provide a freepost service for you to send your mobile phone to us. When you sell your phone we’ll send you a box and a bag (unlike most recyclers we don’t expect you to look for a box!) You just pack your phone, go down to the Post Office and get your proof of postage and tracking number. Postage is free and the tracking number insures your phone for up to £50, but if it’s worth more, we recommend you send it Special Delivery.
What do I need to include when sending my mobile phone/device?
*The mobile phone/device would be a good start! Probably best to switch it off! *Make sure you leave the battery in and the back on! We need those! *Please unlock any PIN codes or passwords that you may have on the mobile phone/device. You can do this by using the data delete tool that we have or resetting to factory settings. *If you like you can send us the accessories (headphones, charger etc.) but unfortunately we can’t pay more for them. *The ‘freepost address label’ from the sales pack (either on the envelope you’re sending or in the pack if you have used alternative packaging) That’s about it. Keep reading for what not to send! When sending devices we will not provide packaging. The Royal Mail recommends the following: Surround with at least 5cm of rigid cushioning e.g. bubble wrap, polystyrene chips or blocks to protect from knocks and vibration. Place items in a strong, rigid outer container e.g. a box and cushion to avoid movement. Packaging must be of adequate size and securely sealed. Because of its value we recommend you send via Special Delivery
Do I have to send accessories in with my mobile phone/device?
Yes you can send any accessories with your device
I sent my mobile phone/device by recorded or Special Delivery, has it arrived yet?
We send an email as soon as we receive your mobile phone/device. The beauty of Special Delivery means you can track it and see exactly where it is! (A bit like stalking, but for mobile phones/devices.) You'll have received a tracking number when you sent your mobile phone/device. Use this to go onto the tracking facility on Royal Mail’s website and track your mobile phone/device.
What are the payment options?
"You can choose from: Cheque Bank TransferCheque You simply enter your name and we’ll make a cheque out payable to that name, which you then need to pop down the bank with. Bank transfer You provide us with your bank account details and we will pay directly into that account.
Can I change my payment option?
Yes, as long as the payment has not yet been processed for your mobile phone/device sale. You need to call us on 0208 518 6353 to do this.
I’ve not been paid for all the mobile phones/devices I sent?
When we receive your mobile phone/devices they are processed separately regardless of whether they were sold or sent in at the same time. Some mobile phones/devices take longer to process and test than others. We pay you as soon as the mobile phones/devices are tested so sometimes there can be a little delay. If you log onto My Account you can check the status of each of your mobile phones/devices and details on payment status.
I’ve lost my cheque, can I get a replacement?
Yes but unfortunately we charge £5 to cover the costs we incur to cancel and reissue the cheque. Email us at enquiries@fonesell.co.uk
Have I been paid yet?
You can find out online at My Account when you’ve been paid. We also send you an email to confirm that it’s on its way. If you have received an email from us to say that your mobile phone/device has tested faulty, you will need to go to My Account and accept or decline the revised offer or use the link in the email.
When will I receive my money in my bank account?
If you select same day (faster) payment, we can make payment by faster payment transfer directly into your bank account on the same day we process your device (please see our Terms and Conditions for full details).