1. Shipping Options

Once you place an online sell order, the shipping method available to you depends on the quantity of devices:
 

• Standard Orders (1-9 Handsets): You can choose to request a Sales Pack (which includes a delivery note, posting instructions, and a postal bag) or Print Your Own Label to send your device via Royal Mail.

   

• Bulk Orders (10+ Handsets): You will receive a specific Sales Pack with courier instructions. You can choose to drop off your package at a Post Office or arrange for a free collection via Royal Mail/ Parcelforce.

  
  Note: Please make sure to keep the postage receipt with you, as it will be required in case the parcel is lost so that a claim can be initiated with the courier company.
  
  

2. Postage Costs & Sales Packs

• Cost: Sending your device using our Royal Mail service is FREE for up to 2 phones or devices. If you have more than 2 devices, you may place multiple sales orders of 2 devices per order.
   
• Missing Sales Pack: If you requested a Sales Pack, it should arrive within 48 hours. If you do not receive it within 5 days, please verify your address with us and request a replacement.

3. Insurance & Liability

Mobile Direct does not accept responsibility for any items that are lost or damaged in transit. However, we provide limited insurance coverage based on the shipping method selected:
 

• Royal Mail: Insured up to a maximum of £100.
• DPD Courier: Insured up to a maximum of £1,000.
   

Transfer of Risk: Risk of loss remains with the sender until the device is received at the courier facility (e.g., Post Office). Once the package is accepted by the courier (proven by a receipt/scan), the risk transfers to the courier service subject to the insurance limits defined above.

High-Value Items: If your device's value exceeds the insurance limit of your chosen courier, Mobile Direct is not liable for the difference. For high-value units, we recommend using Royal Mail’s Special Delivery service (at your own cost) for higher insurance coverage.

4. Packaging Responsibilities

When sending your package, it is your responsibility to ensure that the device is adequately physically protected to prevent damage.

Please follow the packaging instructions provided in the Sales Pack or on the courier label. Mobile Direct accepts no liability for any loss or damage sustained due to inadequate packaging.

5. Tracking & Missing Packages

You will receive an email notification on the day your phone arrives at our facility.
 

• Delivery Time: The courier company typically takes 2-3 working days. However, please allow up to 7 working days for delivery in case of delays.
   
• Lost Items: If you do not receive confirmation of arrival within 7 working days, the package may be considered lost. You should contact the courier company if you are using your own shipping label.
   
• Expiring Orders: If your order is nearing expiration but you have already posted your device, we will not penalise you for delays, provided your device was sent on time.
   

6. Third-Party Delivery Services

If you create a Sale Order via a third-party website and choose to use their nominated delivery service, Mobile Direct will not accept responsibility for and will have no liability for any loss or damage sustained to any device sent via such third-party delivery service.

7. Mailing Address

If you choose to send your device manually or via insured Special Delivery (at your own cost), please send it to:

Mobile Direct
85 Bury New Road
Manchester, M8 8FX
United Kingdom