Returns pack received but no phone

[Laurenberry1234]

Hi 

I have recently upgraded online and chose the trade in option. My phone is currently being processed, but not yet received. I have received a returns pack, followed by a final reminder that if I don’t send my old phone back I will lose the discount. I cannot do this until I receive my new phone. Can someone please help? I am worried I will lose the discount / phone has been lost in post. 
thanks in advance

[Katie_B]

Hello @Laurenberry1234. 

Welcome to the community. 

You will not be expected to send your old phone back to us till you have received your new one. 

If you wish, for peace of mind our customer care team can leave a note on your account. If you want this to be done please give us a call on 150. 

Katie 🙂