When you place your order and complete the process, we will email you a confirmation. This will include an attachment PDF document which has all the instructions for sending your device to us. It will also include a pre-paid label via Royal Mail for you to use (unless you selected to use your own courier.

If you dont receive the email within about 10 minutes then please check any spam filters or folders you may have. If you find the email there then please add our email hello@ur.co.uk to you allowed list so you can get updates as we send them.

If you requested a mailing pack to be sent to you then we will send this out - usually within 24 hours of your order. If you have packaging, you can still send your device using the pre-paid label in the PDF we sent on the order salespack email.

You can track your delivery on the Royal Mail app or website by entering your tracking reference: https://www.royalmail.com/track-your-item

If we have received your device you can find out the latest status of your sales order here https://sell.ur.co.uk/orderstatus

If you have checked the tracking and can see we have received your device but have not yet received a confirmation email from us please check your junk or spam folder for any updates or feel free to contact us at hello@ur.co.uk or call us on 0333 222 6595.

The insurance cover on the freepost label is up to a maximum value of £150. If you do require further insurance we would always recommend purchasing an alternative shipping method.

Just the device itself - please do not send any accessories/cases/charges etc - these will not add additional value to the device.

Any that you do send will not be returned if they are sent with the device.

The process takes 1-2 days to complete from when we receive your device. We will keep you updated throughout via email.

You make your order initially online, choose your model/memory and category your device comes under and fill out the required details.

Once complete you will receive a confirmation email from us stating your order has been placed and we will send you a pre-paid label via email or if you have requested a sales pack this will be sent out to you.

Once you receive your sales pack you just need to ensure your device is free from any iCloud / Google accounts and passcodes. If we receive a device with an account or passcode still active on it this may result in the device being returned as we will be unable to process it.

Once we receive your device you will receive a confirmation email from us notifying you we have received it and that it will now be processed.

Your device will be fully inspected and tested by our highly trained technicians. If the device for any reason does not meet the chosen category an amended offer may be sent otherwise your order will go straight to payment.

An amended offer will always come with an explanation and an accept or decline option. If you are happy to accept you can click the link in the email. This will change the status to accepted and your payment will then be processed that day.

If you wish to decline to amended offer you can do this by selecting the decline option on the email, this will then change the status of your order and your device will be returned to you at no cost.

If you decide to reject the offer and wish for your device to be returned, we cannot unfortunately guarantee your device will be returned in the same packaging/box or with any accessories the device was sent with so we do advise not sending accessories.