Fonebank Frequently Asked Questions

Fonebank is a mobile phone trade in site allowing you sell your mobile phones for cash. You can also sell Apple iPods, iPads, Tablets and Games Consoles.

Simply search for your mobile phone and add them to the cart, just like you would if online shopping. You then create an order and post your mobile phones to Fonebank. On receipt of your mobile phones, payment is issued by Cheque or BACS. Visit the ‘ How it Works’ page for full details.

Type in your mobile phone model number or IMEI in one of the Search boxes or go to ‘Sell Now’. Click on the picture of your mobile phone, go to 'checkout' and then create an account as prompted. You will then receive an order number. Include your order number with your mobile phone, your name and address and post it to us. Postal options and instructions are given once you have finished placing your order.

Recycled mobile phones are sold and re-used in developing countries. In many of these countries, fixed landlines can be expensive or simply not available. Second hand mobiles are an affordable and sustainable means of communication that help businesses to run more efficiently and families to stay in touch more easily.

Yes, simply create a company account when you check out. If your company, organisation or charity has 5 or more mobile phones then please feel fee to call us on: +44 (0)207 404 6440 to arrange a free courier collection. Please complete your order before calling and have your order number to hand. If you have a large quantity of mobile phones we will be happy to provide you with a quote.

No, you must live in the UK to sell to fonebank.com.
If you live in Spain you can sell your mobile phone to www.fonebank.es
If you live in France you can sell your mobile phone to www.fonebank.fr
If you live in Croatia you can sell your mobile phone to www.fonebank.hr
If you live in Ireland you can sell your mobile phone to www.fonebank.ie
If you live in Greece you can sell your mobile phone to www.fonebank.gr
If you live in Australia you can sell your mobile phone to www.fonebank.com.au

If you are interested in purchasing bulk quantities please email Jack Pollit: [email protected]. You can buy individual iPhones, iPads, Smartphones and tablets from www.smartfonestore.com

You can use the search box on the right of this page. Simply type your model number or IMEI in (usually found under your mobile phones battery) and press the arrow. Click on the correct model to find its value. Alternatively click Sell Now on the Menu Bar and search by manufacturer.

We accept working and Damaged/Faulty mobile phones. If your mobile phone is eligible it will be listed on our website.

Yes, fonebank classifies your mobile phone as either working or Damaged/Faulty and offers a different price for each. You can determine whether your mobile phone is working or not by reading our Terms and Conditions.

Working Mobile Phones
Each mobile phone sold should match the make and model in the sale order and meet the following conditions:

• It must switch on and off.
• Be complete with all battery covers and bodywork.
• The integral bodywork should have no cracks, missing plastics / metal and there should be no missing buttons.
• The bodywork should not be hanging off the main body of the phone in any way.
• The LCD must be working and power up correctly and fully beyond the network ‘Welcome Note’.
• The LCD must have no lines or missing pixels.
• The screen must be intact with no cracks.
• There should be no liquid damage.
• A white screen does not constitute a working phone.
• If the phone has a touch screen the touch screen must be fully functional.
• The stylus must be included if originally sold with the mobile
• Slider mechanisms must function correctly.
• Apple iPhones and iPads – All standard functionality and software must be in working order.

Damaged/Faulty Mobile Phone(s)

If your mobile does not adhere to the working conditions it will be classified as Damaged/Faulty. Damaged/Faulty mobiles should meet the following conditions:

• It must not be crushed.
• It must not be broken in half or bent in any way.
• There must not be liquid damage.
• No integral parts such as camera, LCD etc should be missing.
• No integral parts should be detached from the main body of the phone in any way or be missing.
• Apple iPhones and iPads must have ALL components and buttons still attached to the handset.

Working Apple iPhones

Each Apple iPhone sold should match the make and model in the sale order and meet the following conditions:

• It must be on a UK network
• It must switch on and off.
• It must be complete with SIM tray and all buttons.
• All buttons must function correctly
• The integral bodywork should have no cracks, missing plastics, screws or metal.
• The LCD must be working and power up correctly and fully beyond the ‘Welcome Note’.
• The LCD must be intact with no cracks, lines or missing pixels.
• There should be no liquid damage.
• A white screen does not constitute a working iPhone.
• The touch screen must be fully functional.
• All standard functionality and software must be in working order.

Damaged/Faulty Apple iPhones
If your Apple iPhone does not adhere to the working conditions it will be classified as Damaged/Faulty. Damaged/Faulty Apple iPhones should meet the following conditions:

• It must be on a UK network
• It must not be crushed.
• It must not be broken in half or bent in any way.
• There must not be liquid damage.
• No integral parts such as buttons, camera, LCD etc should be missing.
• No integral parts should be detached from the main body of the phone in any way or be missing.

Working Gadgets
Each gadget sold should match the make and model in the sale order and meet the following conditions:

• It must switch on and off and the battery must retain charge.
• Be complete with all battery covers and bodywork.
• Have no missing or broken parts
• The integral bodywork should have no cracks, missing plastics / metal and there should be no missing buttons.
• The front and back casing must not have any dents or gauges
• The bodywork should not be hanging off the main body of the gadget in any way.
• The LCD and screen should be undamaged with no lines or missing pixels.
• The LCD must be working and power up correctly and fully beyond the ‘Welcome Note’.
• The screen must be intact with no cracks.
• There should be no liquid damage.
• A white screen does not constitute a working gadget.
• If the gadget has a touch screen the touch screen must be fully functional.
• All mechanisms must function correctly.
• All standard functionality and software must be in working order.
• Scratches or light cosmetic wear and tear are acceptable

Damaged/Faulty Gadgets
If your gadget does not adhere to the working conditions it will be classified as Damaged/Faulty. Damaged/Faulty mobiles should meet the following conditions:

• It must not be crushed.
• It must not be broken in half or bent in any way.
• There must not be liquid damage.
• No integral parts such as camera, LCD etc should be missing.
• No integral parts should be detached from the main body of the gadget in any way or be missing.
• ALL components and buttons still attached to the gadgets.

Most mobile phones have the model number printed on the product label usually found under the battery. If you can’t find it try matching your model against the images listed on our site.

We only need the mobile phone and battery. Please keep chargers, SIM and memory cards or any other accessories.

You can sell as many mobile phones as you like. If you have 5 or more mobile phones (that have a value on our website) then please feel fee to call us on: +44 (0)207 404 6440 to arrange a free courier collection. Please complete your order before doing this and have your reference number to hand.

Any cracked screen covers or damaged LCD’s will be classed as Damaged/Faulty and we will therefore pay the Damaged/Faulty value.

If you cannot test your mobile phone as the battery is flat and there is no obvious damage to the mobile phone, you can list it as a working mobile phone. We will test the mobile phone with fully charged batteries on arrival and will only downgrade it to the Damaged/Faulty value if it does not switch on.

The International Mobile Equipment Identity (IMEI) number is a serial number unique every mobile phone. This is usually printed on the back of the mobile phone or under the battery. You can display the mobile phone’s IMEI’s on the screen if you enter *#06#.

No, we will only pay the amount quoted on the website. If you have a large quantity of brand new mobile phones then please call us on 020 404 6440 and we will provide you with a quote.

We do not accept stolen or barred mobile phones. We check all received mobile phones via www.checkmend.com a crime protection database, to ensure that each mobile phone is not barred or registered stolen.

Yes, we accept network locked mobile phones.

We do not accept any fake or counterfeit mobile phones. If you think you may have a fake mobile phone please do not send it to us as we will not return it to you and will hand it to the Police.

Please us our Data Removal Tool

Your mobile phone is either obsolete or of no value to fonebank.

Fonebank cares about the environment and by recycling your mobile phone(s) you will be helping prevent potentially harmful substances ending up in landfill. If it is a new model and believe it may be worth something, please email us or call 020 7404 6440 and we will see if we can add it to the website.

We will play the price quoted at the time you made your order as long as we receive the mobile phone within 14 days. After this time we reserve the right to pay you the value listed at the time of processing.

Fonebank will only return mobile phones under certain circumstances such as if there is a dispute over the condition of the handset.

If you have incorrectly listed the mobile phone we will amend it to the correct model and pay the current price. We will also amend the value if you have got the condition wrong (we may upgrade your mobile phone to working from Damaged/Faulty). If you think the mobile phone may be Damaged/Faulty, but are unsure then list it as working, but please be aware we may downgrade it to Damaged/Faulty.

There are a few different postage options; Special Delivery, Free Tracked Returns, Free Collection (for 5 mobiles or more). Please visit the How to Post page page for full details.

If you have chosen to post your mobile phones, please use one of the following addresses after completing an order:

Special Delivery - recommended
We recommend sending the parcel special delivery to the following address:

Fonebank.com,
3 Long Yard,
Holborn,
London, WC1N 3LS

Special Delivery means your phone(s) are insured up to a value of £500.

Recorded Delivery
You can also use the same address for Recorded delivery which insures you to up to a value of £40.

Free Tracked Returns
Once you’ve completed your order you can select a Free Tracked Return service. You will need to print off a pre-paid postage label and take the parcel to your local Post office to obtain a tracked returns receipt that will include a 13 character reference allowing you to track your parcel at www.royalmail.com

Please note; We strongly recommend choosing Special Delivery as it insures your handset(s) if lost or damaged. Recorded delivery should only be used for orders under £40.

Please don't post phones through our letter box, we can't accept responsibility for phones that go missing if you do. Please hand your phones to a receptionist and request a receipt.

We dont issue any form of envelope. Please visit the How to Post page page for full details.

Yes you are very welcome to visit our central London office. We are open Mon – Fri 9.30am - 5.30pm, our address is:

Fonebank, 3 Long Yard, Holborn, London WC1N 3LS View Google Map

Please place your order online at www.Fonebank.com before coming in and then bring in your mobile phones along with the order number given to you online.

Please email [email protected] and state your order number, the method of postage was used to send the mobile phones and what date they were posted. If you sent the mobile phone Special Delivery then also include the Royal Mail tracking number.

Special Delivery - recommended
We recommend sending the parcel special delivery to the following address:

Fonebank.com,
3 Long Yard,
Holborn,
London, WC1N 3LS

Special Delivery means your phone(s) are insured up to a value of £500.

Recorded Delivery
You can also use the same address for Recorded delivery which insures you to up to a value of £40.

Free Tracked Returns
Once you’ve completed your order you can select a Free Tracked Return service. You will need to print off a pre-paid postage label and take the parcel to your local Post office to obtain a tracked returns receipt that will include a 13 character reference allowing you to track your parcel at www.royalmail.com

Please note; We strongly recommend choosing Special Delivery as it insures your handset(s) if lost or damaged. Recorded delivery should only be used for orders under £40.

Please don't post phones through our letter box, we can't accept responsibility for phones that go missing if you do. Please hand your phones to a receptionist and request a receipt.

No thanks; we only need your mobile phone and battery.

Please remove your mobile phone’s SIM card before sending it to us.
We only need your mobile phone and battery. Any SIM or Memory cards received by us will be destroyed. We accept no liability or responsibility for charges incurred in the event that any mobile phone that has been sent with its SIM card. You shall continue to be responsible for such charges. You are responsible for canceling any airtime contract linked to each mobile phone. We are not responsible for any call costs that may be incurred arising before, or after, receipt of your mobile phone, or arising from any other circumstances whatsoever.

No thanks; we only need your mobile phone and battery.

If the order has been processed then it is unfortunately impossible to return your SIM/Memory card, as they will have been destroyed. If your order is still pending then call 020 7404 6440 and we will try out best to save the cards when they are processed. Fonebank will be happy to return your Memory/SIM card by First Class Post.

You will be notified by email when your mobile phones have been processed. Alternatively you can check the status of you account by logging in to My Account.

All Special or Registered deliveries are processed on the day of arrival. If you wish to check if they have arrived safely please use Royal Mail’s Track and Trace service, or log in to My Account.

We offer Bank Transfer or Cheque payment. Cheques are sent First Class on the same day the order is processed to the address entered in your account. Bank transfer is made the same day we receive your mobile phones and will take up to 48 working hours to reach your account.

If your orders are received on the same day then these will be accumulated in one Cheque or Bank Transfer.

Once we have received and checked your mobile phones, payment will be issued by cheque or Bank Transfer on the same day that we receive your mobile phones. You can check the status of your order at any time by logging in and viewing My Account.

If you have lost your cheque please email [email protected] with your order details. Please allow 7 working days from when your order was completed before contacting us.

You can deposit your cheque into the bank you hold an account with.

Click on My Account. This is on the top of the home page.

Please contact us if you are having problems completing your order online and we will try or best to help you.

Login to your account. All your pending, completed and cancelled orders are viewable.

Login to your account, find the relevant order and click the cancel order button.

Login in to your account and then click ‘Amend your details’.

Click on 'My Account’ enter your email address and then click the ‘forgotten password’ button .We will email it to you.

Please email us at [email protected] or phone us on 020 7404 6440 with your reference number and we will retrieve it for you.

Fonebank Schools is a website allowing you to donate your unwanted mobiles for payment by cheque. Fonebank is part of the CMR group: www.cmrecycling.co.uk

If you are an individual, company or organization, please use our main website: www.fonebank.com. If you are a charity and would like to set up recycling scheme please visit www.foneclub.org.uk