Frequently Asked Questions

We’ve answered some of the questions we think you may have about recycling you device.

Popular

Our most popular questions about Aerial Recycle.  

Posting

Everything your need to know abut posting your device.

Selling

Questions you may have about selling your phone to us.

Payment

Questions about when and how your payment will be made.

What is Aerial Recycle?

Aerial Recycle is a mobile phone and tablet trade service which allows you to sell your devices for cash, discounts and more.

How does it work?

Simply let us know what device you wish to recycle and we will send you a quote for the device with instructions about how to send it to us. You can contact us by calling 0330 0969 410 or by emailing recycle@aerial-direct.co.uk.  When we receive and check your device, payment will be sent to you via your chosen method.

What happens to my device?

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

Can companies, organisations and charities use this service?

Yes, simply contact us on 0330 0969 410 and we will be happy to help you with your enquiry.

What are the opening hours at Aerial Direct?

Our Customer Services team is available Monday to Friday from 9am until 7pm and Saturday 10am until 2pm. If you want to contact us outside of these hours please dial 02392 603055 and leave a message. Our advisors will return your call as soon as possible.

Can I choose any handset I would like?

Yes, we stock all the leading brands. If you would like more information on our range of handsets, please contact our Customer Services team on 02392 603055.

Selling

How do I find out the value of my device?

Simply call 0330 0969 410 or email recycle@aerial-direct.co.uk and we will be happy to provide you with a quote for your device.

How do I know if my device qualifies?

We accept working, damaged and faulty mobile phones and tablets. You can find out more about our device classification by reading our Terms and Conditions.

Does Aerial Recycle buy broken or damaged devices?

Yes, we classify your mobile phone as either working or damaged/faulty and we offer a different price for each. You can find out more about our phone classification by reading our Terms and Conditions.

How do I know if my device is classed as working of damaged/faulty?

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 Device(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

  • 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.

How do I know what mobile phone I’ve got?

Most mobile phones have the model number printed on the product label usually found under the battery.

What should I send with my mobile phone?

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

How many devices can I sell?

You can sell as many mobile phones as you wish using Aerial Recycle.

My mobile phone has a cracked screen, is this classed as working?

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

My battery is flat, can I sell the mobile phone as working?

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.

What is an IMEI number?

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#.

My mobile phone is brand new and boxed, can I get more money?

No, we will only pay the amount quoted to you. If you have a large quantity of brand new mobile phones then please call us on 0330 0969 410 and we will provide you with a quote.

What if my mobile phone is registered stolen or barred?

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.

My mobile phone is Network locked; can I sell it to Aerial Recycle?

Yes, we accept network locked mobile phones.

Do you accept fake mobile phones and tablets?

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

How long is my order valid?

We will pay the price quoted at the time you made your order as long as we receive the mobile phone within 14 days. After 14 days, the value of the device may change and we cannot guarantee it will be the same as the price you were initially quoted.

Do you return devices?

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

Posting

How do I send my mobile phone?

There are a few different postage options; Special Delivery, Free Tracked Returns, Free Collection (for 5 mobiles or more).

Where do I send my mobile phones?

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

Aerial Recycle,
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.

Where's the envelope?

We don’t issue any form of envelope. You will be able to purchase a jiffy bag or padded envelope from the Post Office.

I’ve forgotten to enclose my order number, what do I do?

Please email recycle@aerial-direct.co.uk 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.

Is postage free?

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

Aerial Recycle,
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.

Do I send the charger?

No thanks; we only need your device and battery.

Do I include the SIM card?

Please remove the SIM card from your device before sending it to us.

We only need your device 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 cancelling 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.

I forgot to remove my Memory/SIM card, what do I do?

If the order has been processed, it is unfortunately impossible to return your SIM/Memory card, as they will have been destroyed. If your order is still pending, call 0330 0969 410 and we will try our best to save the cards when they are processed. Aerial Recycle will be happy to return your Memory/SIM card by First Class Post.

How do I know if my mobile phones have arrived?

You will be notified by email when your mobile phones have been processed.

I sent my mobile phones Special/Registered Delivery, how do you know if they have arrived?

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.

Payment

How is payment made?

Bank transfer is made the same day we receive your mobile phones and will take up to 48 working hours to reach your account.

I have sent several orders sent together, will I receive several payments?

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

When will I receive my payment?

Once we have received and checked your mobile phones, payment will be issued by Bank Transfer on the same day that we receive your mobile phones.