Shipping policy

This policy explains how we send the phones we sell, how you send devices to us for trade-in or repair, and who is responsible for a parcel while it is in the post. It forms part of our Terms & Conditions.

1. Where We Deliver

We deliver to addresses in the United Kingdom — England, Scotland, Wales and Northern Ireland. We do not ship outside the UK.

2. Phones We Sell

Every phone we sell is sent by Royal Mail Special Delivery: tracked, signed for and insured. Order before 2pm on a working day and we dispatch the same day; orders placed after 2pm, at the weekend or on a bank holiday are dispatched on the next working day. You receive a tracking number by email as soon as the parcel is sent. Most orders arrive the next working day; a few remote postcodes take a day longer.

Delivery is free on orders over £50. For smaller orders the delivery charge is shown at checkout before you pay.

Special Delivery needs a signature. If nobody is in, Royal Mail will leave a card so you can arrange redelivery or collect the parcel from your local delivery office. If a parcel arrives damaged, please tell us as soon as you can — it helps us claim from Royal Mail.

A phone remains our responsibility until it is delivered to you. If a parcel is lost or arrives damaged, we replace the phone or refund you in full, and we deal with Royal Mail ourselves.

If you are within 20 miles of Guildford we can also hand a phone over in person, by appointment — ask us before you order.

3. Sending Us a Trade-In

Once your offer is agreed we email you a free pre-paid Royal Mail label. Print it, or take the QR code to any Post Office and they will print it for you — there is nothing to pay. The service depends on what the device is worth: Tracked 24 as standard, Special Delivery (fully insured) for devices we value at £150 or more, and Tracked 48 for devices sent in for free recycling.

Before you post: back up your data, sign out of iCloud or your Google account, remove your SIM and any case, switch the device off, and pack it so it cannot move inside the box. Keep your Post Office receipt — it is your proof of posting.

While a device is travelling to us on our label it is our responsibility. If it is lost or damaged on the way, we make the claim with Royal Mail and still honour the agreed offer. Postage back to you is also free if we cannot agree a price — unless the device was materially not as described, in which case return postage is charged at cost (see our Terms, section 5).

4. Postal Repairs

We cover postage both ways for repairs, on the same services as trade-ins: Tracked 24 as standard, Special Delivery (fully insured) for devices worth £150 or more. We email the label once the repair is confirmed and return the device the same way once it is done. Most postal repairs are back with you within 3–5 working days, door to door.

5. Returning a Phone to Us

For a fault or warranty claim we email you a pre-paid label, so return postage costs you nothing. For a change-of-mind return within 14 days you arrange and pay for the postage yourself: use a tracked, signed-for service and insure the phone for its value, because it is your responsibility until it reaches us. We give you the returns address as soon as you tell us you are sending something back. Your rights are explained in our Refund Policy.

6. Questions

Email sell@celldevices.co.uk or message us on WhatsApp on +44 7577 545706 and we will help.