Return old phone for upgrade

[Chatterboxing]

I'm trading in my old phone for an upgrade. I've received the new phone but no instructions on how to post the old one back. I was told I had 14 days to return it. But how? 

[Leanne_T]

Hi there @Chatterboxing 

Thanks for coming to the community. 

The returns pack will be sent to you after your upgrade, this will be delivered by Royal Mail usually within 5-7 days 🙂

If this time has now passed, please call us on 150 and the team will get this looked into for you. 

Leanne. 

[krissigalores]

Hello, 

is this still the case now? I got my phone yesterday & there’s a little cardboard thing in here that I can’t work out how to fold & nothing else much - so I’m hoping that the returns pack will be here soon & I will be less confused? 

[Ali_A]

Thanks for joining us on Community @krissigalores 

If you are returning an old phone as part of an upgrade, you'll receive a returns bag 5-7 days after receiving your upgrade. 

Just be sure to keep proof of posting until you have confirmation the device has been successfully delivered. 

Ali