Help and support
100% online Help & Support
You should have got an email from us with your estimated delivery date and a tracking number. You can use that number to track your delivery to your door.
For more info on where your order is, or for further help - click the chat bubble in the bottom right hand corner, enter your email address you used to place your order and all of the information will be in there.
If you can't find what you need, you can reach our support team there too.
We use Royal Mail or DPD because we trust them and we know they’re reliable. And we always track everything to keep your stuff safe.
When you send devices back to us to sell, we either use Royal Mail or DPD. If you choose a paid service (24 or door collection) it comes with insurance cover on anything you return to us. It’s worth paying the extra if you can, because we can’t cover anything that gets lost or damaged in transit. DPD also offers a green delivery service that’s less harmful to the planet. Find out more at green.dpd.co.uk.
Obviously it depends how far away you are, but we aim to deliver all UK orders the next day, if you order by 2pm. We’ll give you an estimated delivery date when you checkout. It can sometimes take up to 24 hours to process your order before it ships out, but we’ll send you an email as soon as it’s left the building, with a tracking number.
At the moment we only ship within the UK (same applies to our 'sell a phone' service).
We've invested a huge amount of time, research and energy to make sure our packaging is as sustainable and planet-friendly as it can be.
Our work is never done here. We'll never stop looking for greener ways of doing everything we do, including our packaging.
Buying a refurbished phone
For our first drop, we’ll be focusing on iPhones 7 to 11 (multi GB sizes), and a few Samsungs. If all goes to plan, we’re looking at branching out into iPads and other gadgets in 2022.
Everything you’d expect from a new phone and more. A charging cable, a microfibre cloth. Plus 12 month warranty. Please note our phones do not come with a wall adapter, just a cable.
No. We think you should be free to choose whatever network you want. So all our phones are unlocked. All you have to do is pop in your SIM, on any network, and you're good to go.
Returns and guarantees
Absolutely. All our phones come with a 12 month guarantee – you get 6 months automatically, then 6 more months free when you register. Click here to register your phone now. Or check out the full terms and conditions here.
What the warranty covers
Faults caused by parts or materials
What it doesn’t cover
Cracked screens or cases
Replacing any parts you’ve added yourself
If your reboxed phone isn’t working like it should, email us at email@example.com or hit the chat button on our website.
No. All our phones are unlocked, so they’ll work on any mobile network. All you have to do is pop in your SIM and you're good to go.
Sorry to hear you’re not happy, but returning your phone couldn’t be simpler. Just pop everything back in the box, print off the return label, stick it on the box and post it back.
We have a 30 day money back guarantee, as long as the phone is in the same condition as when you bought it. If you aren’t 100% happy, just send it on back and we’ll find it a good home. No quibbles. No strings. But you can read all the details here (links to T&C)
Nope, if you bought it from us then the return postage is on us, too. Or if you’re in the neighbourhood, you can also drop it off at our HQ in Brixton.
You can check that by using the tracking number we gave you. But we’ll let you know as soon as we’ve received and inspected it, so we can sort out your refund or exchange as quickly as possible..
You can contact us through our contact page! We will be happy to assist you.
Selling your used phone
Simple. First, run our TechCheck app on your phone. That'll tell us what kind of nick your device is in. All you need to do is answer a few simple questions on the handset. Then we'll quote you our best price. Start here.
The TechCheck app gives you a price for your device. It's a 70 point state of the art diagnostic, backed by our expert tech engineers. Basically, it means we can pinpoint the precise condition of your phone so you get a better price when you sell.
We're still in beta testing mode right now, which means we can only buy so many devices, and only in certain areas. Once we've given you a quote and put you on our waitlist, the offer we've made you will stay valid for a limited period. See our terms and conditions for more on that. We'll get in touch with you again when we launch, to see if you still want to sell.
No. We only buy the makes and models that you see on our website. But we’re always trying to add more to save as many devices as we can. So keep checking back and sign up for updates on email or social media.
We aim to verify your TechCheck score the same day it hits HQ, so we can get you paid. If the score turns out lower, we’ll give you a new quote and 7 days to say yes or no. If you say no or we don’t hear from you, we’ll send it back without charging you a penny. We’ll do our best to honour the offer we’ve made you when we launch, but our prices are based on our TechCheck and pricing algorithm, so they will change over time.
All of your data should be deleted before you send your phone to us. A simple way to do it is:
For iOs devices:
Go to your device settings -> general -> reset (before doing it, don’t forget to back your data up on the iCloud)
For Android devices:
Settings -> type “reset” in the settings
Once your phone reaches us, we use accredited data wiping software (it has a military approved stamp), which clears any remaining data.
When it comes to TechCheck - no biometric data is collected or stored during the process.
We use our very own diagnostic and pricing algorithm called TechCheck®. We ask you a few questions about the condition of your device. Then our TechCheck app scans your phone and generates a scientific score and price, based on its precise condition. We then make you an offer ‘in principle’, which we’ll confirm once we’ve actually got your phone and had a chance to inspect it ourselves. If the final quote ends up being lower, you have three working days to say yes or no. If it’s no, we’ll send it back to you within 7 days, without charging you a penny.
Removing your iCloud account is quick and easy. You can do it either directly from your device or from the iCloud website.
TO REMOVE ICLOUD:
1. Tap ‘Settings’ on your home screen -> your name.
2. Tap iCloud, scroll down and tap on 'Find my' -> switch 'Find my iPhone' -> switch it off
3. Enter your Apple ID password and turn off.
4. Tap ‘Apple ID’ in the top left corner then go back.
5. Scroll to the bottom and tap Sign out.
6. Enter your APPLE ID password and tap
TO REMOVE ANDROID
1. Go to Settings, then tap ‘Cloud and accounts’.
2. Select ALL accounts including Google and Samsung accounts.
3. Tap the three dots in the top right corner and click ‘Remove accounts’.
4. Tap ‘Remove account’.
It's really important to remember to remove your iCloud account from your device before sending it to us, or we won't be able to process your order and it'll take you longer to get your money.
You can unlock your phone in a few different ways. The easiest one is by contacting your network provider and asking them to unlock it for you. Another way to do it is by purchasing an unlock code or visiting a phone repair shop.
Remove all PIN codes and password
Remove iCloud, find my iPhone
Google and Android accounts
Removal personal data (pictures, contacts, emails etc)
Remove the SIM card and memory cards
Charge and switch off your device before packing it up
Pack it securely in our rehoming pack
Choose post or pick-up
You’ve got three options. One is our free, eco-friendly 48 hour service. Or we have two speedier options, which cost extra –– one by post, the other by a doorstep collection
Estimated time : 4 - 6 working days
Cost : Free
Insurance and loss cover : up to £100
Maximum devices : 1
Delivery service : Royal Mail tracked 48
Estimated time : 1-3 working days
Cost : £4.99
Insurance and loss cover : up to £750
Maximum devices : 1
Delivery Service : Royal Mail Special delivery tracked 24
Estimated time: 1-2 days DPD home collection 24
Insurance and loss cover: £750
Maximum devices : 1
Pick up service: DPD
No, you shouldn’t send your accessories with your phone.
If it's a Royal Mail service, we’ll send you a pick-up pack, with everything you need ready to go. All you need to do:
1. Put your device only (no chargers or cables) into the sleeve, with the order slip.
2.Put the protective sleeve into the bio bag and seal it up tight.
3.Stick the postage label firmly onto the bio bag.
4.Drop it off at your local post office.
5.Keep your receipt, with
your 13 digit tracking number.
Once you’ve given us all your details, our delivery team will email you to give you an exact pickup time.
Our experts will run the TechCheck at your door, before confirming the final price. If you’re happy to go ahead, we’ll transfer the money to your bank account on the spot.
If the final price is less that your online quote, you can choose not to sell it and we won’t charge you anything for our trouble.
After you’ve got your quote online, you can either book an appointment to drop off your device (we’ll send you instructions on how to get here), or book a free pickup from your home or office.
Either way, we’ll WhatsApp or email you to confirm your appointment.
When you come to us or we come to you, we’ll do a quick TechCheck and transfer the money to your bank on the spot.
With our free 48 hour delivery, you only get £100 cover. If you pay for 24 hour delivery or our speedy special delivery through DPD, you get up to £750 of cover
Reboxed doesn't take liability of your device until the point of your quote being paid.
We will always work out your quote based on the condition of the device when it arrives.
Our packs include a protective sleeve which will fully protect your device when you send it in to us. In the rare instance your device has been damaged in the post, you can resolve this with Royal Mail directly.
As a reminder, Royal Mail offer the following on the two postal services we offer:
Next day Royal Mail - £4.99 - Special Delivery Up to £750 Cover Post at your nearest post office via ‘Special Delivery’ and obtain a proof of posting receipt.
The receipt will include a 13 character reference which can be used to track your parcel on www.royalmail.com.
48 Hours tracked - [eco friendly] - Free Tracked Returns Up to £100 Cover
Post at your nearest post office and obtain a proof of posting receipt. The receipt will include a 13 character reference which can be used to track your parcel on www.royalmail.com.
Estimated time of delivery 2-4 Working days
If a device(s) are flagged in our system as lost, blocked, or stolen then It can’t be returned as part of the home mobile device recycling code of practice. We won’t pay you anything for it.
Yes, but please let us know quickly. There may be additional costs required. We offer next day services, which cost our business money. If you can’t make the pick-up, have decided to keep your device after all, or changed your mind on price or delivery, just let us know by emailing firstname.lastname@example.org with your order number or start a live chat with us on our website.
Every device has a unique 15 digit code called an IMEI number, like a fingerprint.
There are a few different ways you can find it:
-By entering *#06# on your device's dialer
-By checking your device settings
-By looking on the back of your device, beneath the battery, or on the SIM tray
-By asking the the company or network you first bought it from
-By checking the original invoice or receipt from when you first bought it
-By checking the original box, if you still have it.
You can, but you’ll need to place a separate order for each one.
Nope, that’s on us.
Yes, of course. If your phone is beyond repair, you donate it and we’ll make sure it gets recycled properly.
We’ll spot the difference, and give you a new quote. You can go ahead and accept the offer, or reject it and we’ll send your phone back to you within 7 days, no charge.
If your pick-up pack hasn’t arrived within 48hours, let us know and we’ll do our best to get it sorted for you, or send out a new one.
Sorry, no can do. For your own safety, we remove and destroy any memory or SIM cards we find, so your info can’t end up in the wrong hands. Make sure you take them out before you send your phone in.
The first offer we made you was based on what you told us about the condition of your phone. But sometimes, when our engineers actually inspect it themselves, the condition isn’t as good. If that happens, we’ll call or email you to quote you a new price, and explain why. If you’re not happy, we’ll send your phone back for free, no questions asked.
If your final quote ends up being lower than your original quote, you’ll get an email which allows you to “accept offer” or “reject offer”. If you reject it, we’ll send your phone back to you within 7 days, no charge whatsoever.
No, sorry. Once you say yes, it’s a done deal.
We’ll send your device back within 7 days.
We’ll get it back to you within 7 working days.
We're in Brixton, South London.
For the time being, you'll need to book an appointment before you visit. That's the easiest way for us to make sure we only have so many people here at a time – not only to be COVID safe, but so we can offer you the best service we can. Just drop us a line at email@example.com if you want to swing by.
We’ll make the payment on the same day we receive and diagnose it.
We pay you the same day we’ve received and diagnosed your device. Your money should hit your account the next working day (excluding weekends and bank holidays).
If you haven’t received your payment, it might be because:
-You haven’t “accepted” or “rejected” the offer in the email we’ve sent you
-Your bank details were wrong
Depending on how you chose to get paid, some payments take slightly longer to reach your account.
About reboxed, refurbished phones and the Circle
The whole reason we set up reboxed is to make the process of buying or selling used tech safer and more trustworthy. It's why all our devices come with a 12 month guarantee. It's why we developed our state-of-the-art 70 point TechCheck diagnostic. And it's why we hold ourselves to the strictest standards in the industry.
reboxed® refurbished phones have been quality checked by our 70-point TechCheck® certification process and include a 12-month warranty, so that you can shop with confidence.
This covers the following types of phones:
• Old phones that are used butmay have beenrepairedwith new parts.
• New phones that people have simply opened and sent back to be sold again.
• Brand new phones that had technical issues from the manufacturers, but look brand new so were sent back to be sold again after beingrepaired
Don’t panic. If you've forgotten your password, just:
1. Click 'forgotten my password' on the sign-in page.
2. Type in your email address.
We'll send you an email with a link that’ll let you reset your password.
If the email doesn’t arrive, check your spam or junk folder. And if you're still stuck, reach out to us and we’ll try to sort it at our end.
When you buy or sell through reboxed, you're not just getting a phone or a bit of extra cash. You're joining a community of people who are all trying in their own small way to use less, waste less and re-use more. We know that rehoming a few phones won't save the world. But little by little, our actions add up. And the bigger the Circle grows, the bigger the impact.
And once you're in the Circle, you'll get access to special discounts and deals, like first dibs on our latest phones.