Trade in

Yes, it’s fine to trade in a device that’s been used on another network.

You can, but it will depend on the terms and conditions. We recommend contacting your network provider if you need further information. If that’s Three, you can contact us here. 

If you’re still paying off a device loan, you can trade in and use the trade-in value to help pay off that loan. If you trade in without paying off the loan, you’ll still have to keep making payments until the loan is repaid.

Yes, you can trade in your device by visiting one of our stores.

IMEI stands for International Mobile Equipment Identity. It’s a unique serial number that’s given to electronic devices, like smartphones and tablets.

Here’s how to find your IMEI. 

We’ll email you with everything you need to know. We’ll send pre-paid packaging to you in the post, which you can use to send your device to us. You can also print a pre-paid label and pack your device yourself if you prefer. Make sure you take note of your IMEI and get a postage receipt when you post your device. 

You’ll need to send your device to us within 14 days from your order confirmation date. If you’re buying a device on pre-order or back order, you’ll need to send your trade-in device to us within 14 days of when you receive your new one.

When your device arrives, we'll grade it for quality. If the device is as you've described, we'll confirm and process your trade-in.

If we've graded your device with a lower or higher value, we'll send you an email with a requote.

If you’re not happy with the requote, you must contact us to reject it within 48 hours. We’ll send your device back to you within 5 working days. 

Don’t worry if you’re contacting us over a weekend, we’ll still get your message.

If you accept, you don’t have to do anything and we’ll automatically process your trade in.

• Remove any tracking or activation apps, like Apple Find My Phone and Samsung Find My Mobile  
• Make sure you back up your personal data
• Perform a factory reset to delete your personal data. Here's how to perform a factory reset
• Remove your SIM card and memory card, if you use one 

It’s very important to perform these steps prior to sending your device to us. If you forget, your trade-in could be rejected and we may return your device. 

It usually takes 6 working days after we receive your device for it to be graded and the payment to be processed.

Yes, you can make a difference by recycling your device with Three Reconnected. 

Please get in touch so we can look into this for you. It’s also worth checking your spam folder, in case any of our emails have landed in there. 

Make sure you make a note of your device IMEI and get a postage receipt before you send your device to us.

You can use your postage receipt to track your order with Royal Mail. You should hear from us within 3 working days after we receive your device. 

Once your device is received and graded, payment usually reaches your bank account within 6 working days.