How do I send my phone(s)? 1-9 handset orders (post)
Once you have placed an online sell order, we will post you a pack within 48hrs. Your pack will include a sales confirmation, delivery note, posting instructions and a freepost bag. Simply place the handset(s) and delivery note into the bag and post.
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How do I send my phone(s)? 10+ handset orders (courier)
Once you have placed an online sell order, we will post you a pack within 48hrs. Your pack will include a sales confirmation, delivery note, courier instructions and a Parcelforce bag. Simply place the handset(s) and delivery note into the bag and choose to either drop off at a post office (which offers Parcelforce delivery service) or arrange a collection.
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I've placed an online order but have not received a sale pack?
Once your online order is placed, we'll post you a sale pack within 48hrs. If you have not received this pack within 5 days, it may have been lost in the post. Please check that we have your correct address and contact us to arrange another pack to be sent.
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Do I pay for postage when sending my phone(s)?
We have various free posting options for you to choose from. These options are all explained in the posting instructions leaflet that is included in the sale pack that we send you.
Unfortunately, we cannot accept responsibility for non-delivery of phones. We recommend that you send any high value units via registered post to ensure successful delivery. This will cost approximately £2-£5.
Registered deliveries should (please) be sent to us at Mazuma headquarters:
Mazuma Mobile
1 Colne Way Court, Colne Way,
Watford, Hertfordshire,
WD24 7NE
IMPORTANT! If you trade in 10 or more phones in the one order, you will be given a free courier drop-off or collection service.
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What must I send with my handset?
We'll happily accept handset accessories - but they are not required.
We like to keep things simple. So we just need the handset with its battery. Please also remember to include the delivery note when sending us your phone(s).
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Do I need to send the charger or accessories with my phone?
No, we just need the handset with its battery.
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Do I need to send the SIM card with my phone?
No, we only require the handset and battery.
Please make sure your SIM card is removed.
We accept no liability in the event that any phone that has been sent with its SIM card and charges are then incurred. You shall continue to be responsible for such charges.
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Do I send the Memory card with my phone?
No, we only require the handset and battery.
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I sent my Memory/SIM card with my phone. Can I have it returned?
Unfortunately not. We process 1000's of phones on a daily basis. In order to provide a very fast service all handsets are automatically stripped of any Memory/SIM cards upon receipt. Recovering your card will be impossible.
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What happens if I forgot to include the Delivery Note?
Forgetting to enclose the delivery note, when posting your handset(s), is not a problem providing you listed the IMEI/Serial number(s) in your order. Our system is able to locate your order via the handset(s) IMEI/Serial number(s).
Please note that forgetting to enclose your delivery note may cause delays.
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Is the plastic freepost bag safe enough to send my phone in?
Our freepost bag has been specially designed to ensure fast and safe delivery. We recommend that you protect any delicate handset screens by wrapping them in tissue or bubble wrap.
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I sent my phone via Freepost, has it arrived?
We will send you an email on the day your phone arrives. Our freepost service should take 2-3 working days to be delivered to us. On some occasions the Royal Mail can unfortunately take up to 15 working days to deliver.
If we have not received your phone within 15 working days 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 740740 or visit www.royalmail.com for more information.
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I sent my phone via registered post, has it arrived?
We will send you an email on the day your phone arrives. If it has not been received, we suggest that you track your item via the Royal Mail website.
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I sent my phones via courier, have they arrived?
We will send you an email on the day your phones arrive. If it has not been received, we suggest that you track your item via the Parcelforce website or contact our customer support team.
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I sent two freepost bags together but only one has arrived?
Don't worry - it is common for the Royal Mail to deliver freepost bags which were posted from the same place and time to us on different days.
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How long is my order valid for?
Your order is valid for 14 days from the 'Order Processed' date. (This is the date we sent you a confirmation letter and FREEPOST bag.)
You have plenty of time to get your phone off to us, but we do recommend that you do it as soon as possible. That way there's less chance of your order expiring, and the sooner you receive our payment!
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I sent my phone(s) but my order is now expiring?
Don't worry, provided you posted your phone(s) on time, we will not penalise you for the delay.
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When do I get paid?
Ah, yes. The really important bit. Once we have received and checked your phones we promise to post you payment within 48hrs!! Snappy.
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