Upgrade trade in

[Cwinterbone97]

I upgraded my phone to the (iPhone 13 Pro Max 256gb-graphite) online last night and my order has been confirmed, and the order involves me trading in an old phone that qualifies for the offer and I would like a rough idea when I’ll receive my pre-paid envelope so I can send my old phone off? As I worry incase it takes a while to arrive and I end up getting charged my monthly bill without the £12 discount (trade in offer).

[Chris_B]

@Cwinterbone97  You’ll not be charged any extra so don’t worry about that,  it’ll take a few days for the pre paid packaging to arrive to you.  You have 14 days in which to return the old device. 

[Cwinterbone97]

14 days from now? Or do I have 14 days from when my new phone has arrived to send the old one?

[Jon_K]

Hi @Cwinterbone97.

It's usually 14 days from when you requested the packaging to be sent.

If the returns packaging doesn't arrive within the allocated time, you'll need to let our Customer Care team know so they can make a note on your account.

Jon

[Cwinterbone97]

Did the pre paid envelope get automatically requested when I ordered my new upgrade (trade in upgrade) on Thursday (6th January)? 

[Jon_K]

If you completed a trade in upgrade, it should have been sent, @Cwinterbone97.

If you would like to double check this, our Customer Care team will be able to access your account and check for you.

Jon

[Cwinterbone97]

The phone I upgraded to (iPhone 13 Pro Max 256gb-Graphite) is currently on back order confirmed in the email I received to confirm my order and on the site it says “Available to order-usually despatched within 1 day”, so is it possible that the pre paid envelope will arrive before my new phone? If so will I be able to send off my trade in phone before my new one arrives?

(The phone I’m trading in is my iPhone X that I kept as a spare phone so I won’t be phoneless as I’m using my iPhone 11 Pro Max until my new phone arrives)

[Jon_K]

Thanks @Cwinterbone97.

Our Customer Care team can leave a note on your account to explain this.

They will be able to advise when the new phone should be expected and when to send your old one to us.

Jon

[Cwinterbone97]

I’ve received my new phone and returns pack, when I send my old phone, do I also send the iPhone box the phone came in when I got it from new? (Charger, cable and etc)

[Jon_K]

Hi @Cwinterbone97.

You will just need to send us the handset.

Please make sure the Find My iPhone feature is disabled before you send the phone to us.

Jon