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FAQ’s
We commonly receive questions about how the process works, what do I need to do?, etc. So we’ve compiled a handy list of the most common questions we get asked with the answers below.
We hope you will find the answer you’re looking for here, but if not just send us a quick email using the form below and we’ll be happy to help further.
General Questions
Have you received my device yet?
We will send you an email once it arrives with us, but you can track your item too using the tracking number on your Post Office receipt, or by logging in to your account to get its latest status.
I've made a mistake - Can I edit my order?
Of course, you can! Just drop us a quick email and we will amend any details needed.
What's an IMEI Number?
The IMEI number is the phones unique identifier. It is used to check the model and background of the phone. You can find it by typing *#06# in to your keypad and a 15 digit number will appear on screen. You can also find it under the battery or SIM trays of some phones.
Do I have to pay the postage?
We pay the postage for your device and send you a free Royal Mail tracked 48 label. This is insured up to £100. If your device is worth more than this, you might want to consider using Royal Mail Special Delivery instead.
Selling Questions
How do I find out how much I can sell my gadget for?
All you need to do is to simply type in your model into the search box on the top of any page on our website or you can browse our catalogue. Once you find your gadget, you will see an instant quote.
What is my IMEI number and how do I find it?
The IMEI number is the phones unique identifier. It is used to check the model and background of the phone. You can find it by typing *#06# in to your keypad and a 15 digit number will appear on screen. You can also find it under the battery or SIM trays of some phones.
Why do you need my IMEI number?
We use your IMEI number to firstly check the correct model number when we receive it. We also use it to match your order up with our online database so there are no delays in your payment being made. Most importantly we use it to run a background check on the gadget to ensure it is not reported lost or stolen or is not network barred.
Does my gadget need to be unlocked?
No, we accept gadgets that are from any UK network. We also pay a little bit extra for certain gadgets that are unlocked.
Do you accept stolen gadgets?
No, we don’t like thieves and we will not trade with you if you want to sell a stolen gadget. We check all gadgets with the GSMA database, and if we find a gadget to be registered lost or stolen we will quarantine the gadget and it will be handed on to the police for them to investigate and hopefully return it to the rightful owner. We will also pass your details to the police if they need them to aid in their investigation.
My phone is blocked / barred, can I still sell it?
Sometimes mistakes happen, so if we receive a gadget that is found to be network blocked or barred we will contact you to inform you of this with the details. We will then quarantine the gadget for up to 28 days to give you a chance to contact the network to have this corrected if it is an error. If the network lifts the block then let us know and then that is fine we can trade, however if after 28 days you haven’t contacted us and the device is still blocked or barred then we are required by law to dispose of the gadget and no payment will be made.
The price you quoted has changed, what happens now?
With the never ending release of new technology every week gadgets do inevitably gradually decrease in value all of the time. However if you have registered your sale with us we will honour that price for 14 days, so make sure you get your gadget to us fast.
My device is personalised, Can I still sell it to you?
We still accept devices that are personalised (names or personal messages engraved etc) however these devices will be typically deducted £10. This will automatically apply during processing. The rest of the device must fully work in accordance with our checklist and terms and conditions.
Postage & Sending Questions
Do I need to pay the postage?
We pay the postage for your device and send you a free Royal Mail tracked 48 label. This is insured up to £100. If your device is worth more than this, you might want to consider using Royal Mail Special Delivery instead.
How do I send my gadget to you?
During the checkout process you have the option to get a free sales pack sent out to you or you can create one yourself for free over at Royal mail’s website and use your own packaging. This is the fastest option and speeds up the process and gets you your money faster!
I haven’t received my sales pack – What should I do?
If you chose the “create label” option on the checkout page, then you will find the link on the success page of the checkout. The link will also be in the confirmation email you receive when you register your trade in. If you chose the postage option these are slightly slower and take around 2-3 days to arrive. If you haven’e received it after five days, then please contact us and we will send out a new one.
What do I need to send with my gadget?
Unless stated on the product page, all you need to send is the gadget itself – including the battery. You are welcome to send any chargers or accessories if you wish but we don’t pay any extra for these. For some devices we do require a working charger – this is stated on the product page. Fitbit and smartwatches must have their straps included.
Please remove any SIM or memory cards and ensure you have deleted all of your data. We are unable return any SIM cards or memory cards, boxes, chargers or other accessories sent to us in error.
I’ve sent my device – Have you received it?
We will send you an email once it arrives with us, but you can track your item too using the tracking number on your Post Office receipt. You can also use our Trade In Tracker to get the latest update on your device.
How do I get paid?
We offer two payment options for your gadgets, Direct Bank Transfer or PayPal. You can choose which one you prefer at the checkout page.
How long does it take for me to get paid?
We understand that no one likes waiting around for their money and that’s why we send payments within one day of receiving your gadget and have checked it over. Both Bank Transfer and Paypal are almost instant however this does depend on your bank supporting faster payments.
You are asking me to enter my bank details, is this safe?
We understand people are naturally cautious when entering sensitive information online. However with GadgetReclaim you can be rest assured that your details are 100% secure. We have a full 128bit SSL secured site which means when you send your data over the internet to us we are the only ones that can see it. If you are still apprehensive of entering your bank details then please choose the PayPal option and all you have to enter is your PayPal email address.