Got a query? Need some help? Most of the questions we get asked are contained below.
Please browse through our support questions to find the answer.
The first stage is to obtain an indicative value for your phone by selecting the make, model and condition. If you wish to send us your phone, you can then click on “Add to basket” which will take you to the next step, the sales basket.
If you have already registered with us, simply log in by entering your user name and password.
If you’ve not registered before, you will be asked to submit information about yourself and your contact details, as well as information required to set you up as an account user. Once you have completed the details page and you have checked that those details are correct, you can click “Continue” to proceed to the next stage.
You will then be asked to “Finish” your sale. Carefully check the information shown on the “Finish” screen which sets out the name of the payee and address to which payment will be sent) and will also confirm the payment method which you have chosen, the phone which you have chosen to send in and the indicative value.
It is important to check the details at this stage as this is the last stage in the process at which you can correct any errors. If any errors are included then please go back and correct them. Please check this information very carefully.
Once the details are correct, you will be asked to confirm that you agree to these Terms and Conditions by ticking the box which appears next to the Terms and Conditions link. It is important to read these Terms and Conditions, in full before agreeing to them as you will be bound by them.
You can then confirm your sale by clicking the “Finish” button.
You will then see a screen, thanking you for your sales order and explaining that you will receive a sales pack in the post. We will also send you an e-mail confirming the details of your sales order and explaining the next steps. Print a copy of the sale confirmation and keep it for your records. Once we send that confirmation, the contract between us is formed.
There is no limit to the number of mobile phones you can sell to us.
To check that you are trading in the correct model of mobile phone, take the back off and the model number is often located under the battery. However, it may also be visible on the front, back or inside of the mobile phone.
It is not possible to list every mobile phone on the site but if your phone is less than five years old it should be on the site. If it is not listed, let us know the make and model and we will see if it can be added; this can take up to two weeks so please keep checking the site.
Yes, we will recycle your mobile phone free of charge to help protect the environment. If this applies to you, please include a note stating ‘Please Recycle’ and post them to:
Envirofone Ireland
Unit 6B Westgate Business Park
Ballymount Road Upper
Ballymount
Dublin 24
Please contact the customer services team on 1800 550 112 and we will do our best to help.
Please contact the customer services team on 1800 550 112, if we can cancel the sale for you, we will.
Yes we can offer a value for a mobile phone that is damaged/faulty. However, we cannot tell you how much a damaged/faulty mobile phone would be worth without seeing it. Once we have received and tested your mobile phone we will make you an offer by email; if you want to accept the offer simply click the appropriate link provided in that email.
If you do not inform us of your decision within 3 days of us sending the email to you, we will automatically accept it and issue the revised payment in the form originally requested. Under no circumstances can mobile phones be returned after this period.
In general over 90% of all mobile phones sold to us do meet our terms and conditions. For the other 10% offers vary from zero to 85% of the indicative value. If we cannot offer you a value for your mobile phone we are still delighted to recycle it for you free of charge.
Unfortunately we cannot be held responsible for damage sustained in transit.
We will send you an email with your new offer; if you want to accept this please click the appropriate link provided in the email.
Alternatively you can contact us on 1800 550 112 and inform us of your decision.
We will send you an email with your new offer; if you do not want to accept this then please click the appropriate link provided in the email to have your mobile phone returned to you.
Alternatively you can contact us on 1800 550 112 and inform us of your decision.
Please allow up to 14 days for your mobile phone to be returned.
Please look up your mobile phone on the site; this will tell you how much your mobile phone is currently worth.
Our pricing can change frequently depending on the market value and demand. We cannot predict when this will happen but mobile phones can increase as well as decrease in value.
If you haven’t received a sales pack confirming the old price then sorry we cannot. Our value promise is that we will pay you the price offered at the time of your sale and hold this for 14 days. This is because the mobile phones that we collect are re-used on the open market and prices do vary according to market forces.
No, we provide a freepost service for you to send your mobile phone to us. Simply place your mobile phone in the freepost envelope that we provide and post it back to us.
If you would rather send your mobile phone in a box simply attach one of the freepost address labels included in your sale pack. If you do not have any address labels you can download one from the “My Account” section of the website. It is essential that you use the freepost address labels because they include your unique barcode that we use to identify your account.
Please note that we recommend using Special Delivery postage to ensure successful delivery as we do not take responsibility for any loss or damage sustained in transit. Unfortunately we cannot pay any additional recorded delivery charges for you. If you do use Special Delivery, please ensure you also include the label in your sales pack.
Using the freepost envelope provided, please include the mobile phone you have sold to us and any accessories you may choose to send. Please note that we do not pay any more for accessories but we can recycle or re-use them.
Please ensure you remove your SIM card before sending us your mobile phone as SIM cards contain personal details. We will not accept liability if SIM cards are sent with the handset and we will not be responsible for any charges which are incurred before or after receipt of your handset. Unfortunately once we have received SIM cards we are unable to return them.
Please note that we recommend using Special Delivery postage to ensure successful delivery as we do not take responsibility for any loss or damage sustained in transit. Unfortunately we cannot pay any additional recorded delivery charges for you.
No, please ensure you remove your SIM card before sending us your mobile phone as SIM cards contain personal details. We will not accept liability if SIM cards are sent with the handset and we will not be responsible for any charges which are incurred before or after receipt of your handset. Unfortunately once we have received SIM cards we are unable to return them.
No, please ensure you remove the memory card before sending us your mobile phone as Memory cards contain personal details. We will not accept liability if Memory cards are sent with the handset and we will not be responsible for any loss of data before or after receipt of your handset. Unfortunately once we have received Memory cards we are unable to return them.
The value on the website is for the handset only. However, if you want to send any accessories in with your package this will not increase the value but they will be either recycled or re-used.
We will automatically send you a sale pack when you sell your mobile phone with us. If you require an additional sale pack to send us your mobile phone you can request one in the “My Account” section of the site. Log in to your account and select the “Order sale pack” option.
Please ensure that the address information we have for you is up to date so that we have no difficulty in sending you your sale pack. Please allow up to 1-3 working days to receive your sale pack.
If it has been longer than 1-3 working days since your sale pack was sent there has likely been a problem in the sale pack reaching you.
Please ensure that the address information we have for you is up to date. To do this log in to your account in the “My Account” section of the site. Your address will be displayed; if it is incorrect then please update it. You can then select the “Order sale pack” option to request a replacement sale pack to be sent to you. Please allow up to 1-3 working days to receive your sale pack.
If you require an additional sale pack to send us your mobile phone you can request one in the “My Account” section of the site. Log in to your account and select the “Order sale pack” option.
Please ensure that the address information we have for you is up to date so that we have no difficulty in sending you your sale pack. Please allow up to 1-3 working days to receive your sale pack.
We recommend no more than four mobile phones depending on whether you include any accessories.
If the freepost envelope we have sent is not big enough please find an alternative size padded envelope or package and stick on one of the freepost labels that is included in your sale pack. It is vital you make sure your mobile phones are packaged safely. If you need an extra freepost envelope you can either request a sale pack by logging in to your account and clicking on “Order sale pack”. If you do not have any address labels you can download one from the “My Account” section of the website. It is essential that you use the freepost address labels because they include your unique barcode that we use to identify your account.
Please note that we recommend using Special Delivery postage to ensure successful delivery as we do not take responsibility for any loss or damage sustained in transit. Unfortunately we cannot pay any additional recorded delivery charges for you.
We will send you an email notifying you of receipt of your mobile phone. As freepost is handled by the Royal Mail it unfortunately can sometimes take up to 15 working days for items to arrive.
If we have not received your mobile phone within this time period then it may possibly be lost in the post. In order to make a claim you will need to contact the Royal Mail on 08457 740 740 or visit www.royalmail.com to find out more.
We will send you an email notifying you of receipt of your mobile phone. If we have not received it yet it may be necessary to check with the carrier though whom you sent your mobile phone (e.g. Royal Mail) to investigate its status.
You can find this label once you complete your sale, or in the ‘My Account’ section of the website. You will need to cut out the label and attach securely to your padded envelope. Make sure you use adequate packaging so that your phone is protected on its way to Envirofone HQ.
If you don’t have a printer and you need to send your phone in using your own packaging you can carefully write the address label onto your padded envelope. Make sure you write your sales reference number onto the envelope so we can identify that the pack belongs to you.
If you sent us your mobile phones in separate packages then it may be that some have arrived and the others have not. We will send you an email notifying you of receipt of your mobile phone as soon as we receive it.
Also, all mobile phones are processed individually regardless of whether they were sent in the same package or not. If you have already received notification of receipt of a mobile phone and you know others were in the same package then it is likely then that we simply haven’t processed the other mobile phones yet.
Yes, as long as the payment has not yet been processed for your mobile phone sale.
You can change your payment option by logging in to your account in the “My Account” section of the site. Select the “View sales” option and select the payment option of your choice.
Please log in to your account and check the status of your sale before considering the following:
All mobile phones sold to us are processed separately regardless of whether they were sold or sent in at the same time. Therefore, as some mobile phones take longer to process than others we may dispatch payment for some of your mobile phones before others.
Please log in to your account and check the status of each of your sales.
Cash payments are made by Bacs or PayPal which is made payable to the name stored in your account and then sent to the address stored in your account.
Payments made in Argos credit is via an Argos ecard which will be sent to you in the post. This ecard can then be used in any Argos store to purchase items.
Users who select Argos credit as their payment method will then receive their credited ecard through the post when the payment has been processed.
Once you have received your ecard you will need to keep this ecard for future Argos credit to your ecard.
Your Argos ecard can be used in any Argos store across the UK but not online
Unfortunately your ecard cannot be used online.
We have been informed by Argos that ecards can also be used in Homebase stores.
We will send you an email to let you know when your ecard has been credited and the value it has been credited with. Alternatively call the number on the back of the ecard and follow the instructions; this will then read you your balance.
If there is no credit on your ecard please remember to allow 7 days from the day we emailed you for the credit to appear on your ecard.
Please call the number on the back of the ecard and follow the instructions; this will then read you your balance.
Please contact us on 1800 550 112 to order a new ecard. Once we have been informed that you require a new ecard please allow 14 days for it to be delivered.
Please log in to your account through the “My Account” area of the site. Select the “Update my profile” option and change your details accordingly.
Go to the “My Account” section of the site and log in to your account. Select the “Change my password” option to change your password. For security purposes this will ask you to also confirm your existing password.
Please check that you are entering your username and password correctly. If you can’t remember your log in details you can check these against the email that we sent you when you first registered with us. Please note that the password is case-sensitive.
You can check your log in details against the email that we sent you when you first registered with us. If you no longer have this you can get a password reminder by going to the “My Account” section of the site. You can use either your username or the email address that is stored in your account to retrieve your password. Follow the on screen instructions to have your log in details sent the email address stored in your account.
You will need to contact us on 1800 550 112. A member of our customer services team will them ask you a series of security questions to confirm your identity and access your account. For security reasons your password is encrypted and can never be seen by anyone else so the customer services representative will only be able to give you your username. You can then use this to get a password reminder through the “My Account” section on the site. As this system sends the log in details to the email address stored in your account you will also need to ask the customer services representative to confirm your email address. If this has changed they will be able to update this for you.