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Mobile Phone Recycling with zonzoo – FAQs
If you are in any doubt as to the process of getting cash for old phones, then consult the zonzoo list of Frequently Asked Questions (FAQs), which we hope covers just about everything.
What to do if your phone is damaged, or faulty; how do I send my old phone; what if it’s not functioning; or, should I send the accessories? It’s all there, in the zonzoo FAQs:
Can you offer a value for a mobile phone that is damaged/faulty?
Yes. We like to maximise the cash we give you for selling your mobile phone. We pay 40% of the working phone value for your non working phone.
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What do I need to include when sending my mobile phone?
We'll happily accept and recycle chargers and handset accessories, but you do not have to send them. We just need the handset with its battery when you decide to recycle mobile.
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How many mobile phones can I include in one envelope?
You can include as many mobile phones as you can fit into the envelope provided. However, we recommend no more than four mobile phones.
However, we do not accept responsibility for non-delivery of old phones. We recommend that you send any high value phones via registered post to ensure successful delivery. It will save any disappointment. Also, we cannot pay any additional registered post delivery charges for you.
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Why have I not received my full payment?
On receipt, all mobile phones are processed daily to enable prompt payment. At times there can be delays in the post and, occasionally, there may be a slight delay in processing times due to exceptionally high volumes, or the technical complexities of the phone. However, we pride ourselves on keeping these to an absolute minimum.
Please log in to your account and check the status of each of your phone trades.
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What are the key benefits of mobile recycling:
- cash quickly into your bank account! In a few easy steps your phone is traded in and the money is effectively in your hands via direct bank transfer. zonzoo does not use old-fashioned cheques;
- for every mobile phone we donate 5% of the amount to charity which you can choose, otherwise we’ll happily pick one for you;
- if your mobile phone has no value, we will pay the postage for you, recycle and for every batch of phones like this, we’ll plant a tree;
- you are helping the environment – with millions and millions of mobile phone upgrades every year, you are doing your bit for the environment too – extending it’s life if it is still working and preventing it ending up in landfill if it no longer works, or is too old.
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How do I send my mobile phone to zonzoo?
After you fill in the online form to sell your mobile phone, zonzoo will send you a pre-addressed padded envelope. All you need to do is put your mobile phone in the envelope and send it back to us!
zonzoo will also provide you with a Certificate of Postage (these can also be found at all Post Office locations free of charge). Simply have this Certificate stamped at your local Post Office and your phone(s) will be covered up to a value of £32 in the case of loss. If the value of your phone(s) is over £32, we strongly advise that you obtain Special Delivery service from your Post Office. Special Delivery will insure your phones(s) in the event of loss up to £500. zonzoo can not be held responsible for phones not received.
If you are trading in bulk quantities, we will be glad to arrange a free courier collection. Please email us at
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or call us on 020 8274 4044 to make this arrangement.
Our mailing address for "Special Delivery" items is:
zonzoo
Unit 4 Boundary Business Court
92 Church Road
Mitcham, Surrey
CR4 3TD
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What is the definition of a functioning phone?
All phones will be classified as functioning unless they have specific faults. (See FAQ for the definition of Non-Functioning). In general, your phone must turn on, have a clear working LCD screen, and have no water damage.
When you fill in the online form, you are asked if your mobile phone is functioning, or not. Non functioning mobile phones still have some value, but they are worth less than functioning phones. As a rule, a non-functioning phone is worth 40% of the value of the same working model – the price of each phone is highlighted on the site.
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What if my mobile phone is not functioning?
Non-Functioning means that the mobile phone will no longer switch on, the LCD screen is broken. or cracked, or has suffered any water damage. zonzoo can not accept any phone that has suffered water damage (water damage does not always occur from the phone being immersed in water and can occur if, for example, the phone is in a bathroom whilst taking a shower).
When you fill in the online form, you are asked if your mobile phone is functioning, or not. Not functioning mobile phones have some value, but they are worth less than functioning phones. As a rule of thumb, a non-functioning phone is worth 40% of the value of the same working model – the price of each phone is highlighted on the site.
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What if my phone battery is flat and I’ve lost my charger? Will my phone still be accepted for full functioning value?
Yes! Don’t worry, we have ALL makes and models of batteries and can test your phone when it arrives. However, please ensure that your phone matches the criteria found in the Terms & Conditions so that you are not disappointed. Also, please remember to send in your old battery with the mobile.
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How do I recognise the manufacturer and/or model of my mobile phone?
The name of the manufacturer is normally written on the cover of your mobile phone. If not, open your mobile phone and remove the battery. The name of the manufacturer and the mobile phone model are written on the sticker under the battery.
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What if the mobile that I sent in is not the same make/model that I specified when I registered online?
If you send in a mobile phone that is different to the one you specified when you registered online, you will receive a Confirmation email outlining the discrepancy. The Confirmation email will provide you with three options:
The email will offer a revised price that, if you take no action within five days, is deemed to be acceptable by you and zonzoo will process the phone and pay you the revised price.
If the revised price is not suitable and you would like us to return the phone, you will be advised to contact us within five days and we can set aside your mobile for you to be returned at your cost.
If you have reason to believe an error has occurred, the email will ask you to contact us within five days so we can double check this for you!
Please note that if you have any doubts about your phone make/model or functionality, please do look at all the FAQs as they point out some key helpful hints!
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What happens if I send an extra mobile to zonzoo without first registering the additional mobile online?
If you send an additional mobile phone in without registering that additional phone online, we will call you (if you provide a phone number), or email you, and ask you to register that phone online and provide us with your second reference number. We cannot automatically add these phones to our system (this is so that you the customer are always in control of the transaction and aware of the amount of money you will be receiving!).
You can always add a second phone to your first order, but please remember to provide ALL of the reference numbers when you send in your phones.
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Why is my mobile phone not on the list?
Our list comprises over 800 mobile phone models. If your mobile phone is not on our list, it may be that it is a very new model that we still need to add to the list, or a very old model that can no longer be reused.
If you know that your phone model is very new, please send us an email at
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stating your make and model and we will do our best to put that phone on the list immediately.
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Why does my mobile phone not have a value?
We list over 800 models, with varying prices. Our pricing team monitor market prices on a daily basis to ensure our prices remain very competitive. With some new prepay handsets being sold for very little money the prices we can pay you for second hand ones can sometimes be limited. But rather than having no value to you, we do ensure your old phone has a value to the environment. This is why we pay the postage, recycle it for free plus plant a tree in partnership with “Trees for Cities”. Your old phone really does count!
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How do I know if my trade on zonzoo has been successful?
You will receive two notifications
A confirmation email after the submission of the online form. Please keep this in a safe place, especially your unique reference number should you need to contact us.
A confirmation of receipt as soon as your mobile phone has arrived at zonzoo. This will include confirmation of when you will receive payment into your bank account.
Alternatively, you can log in to your account and see your past and ongoing trades.
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How long does it take for the mobile phone to reach zonzoo once I’ve posted it?
The Return Service (which is free to you) takes between one to three days to arrive at the zonzoo address. We aim to process all zonzoo phones on the same day that they are received. You will be sent a Confirmation email the moment the mobiles are logged into the system. Sometimes these emails can get trapped in your Junk Mail / SPAM folder, so please have a quick peek there first.
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How and when do I receive my money?
We strive to pay our customers as quickly as possible and the majority of customers receive payment within ten days.
Alternatively, if you have chosen to trade in your old mobile phone for discount coupons, or shopping vouchers, these will also be sent to you within ten days.
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Is there a limit to the number of phones I can sell?
Good news. You can send us as many phones as you want, whenever you want. We'd like it if you did. It means more money for you and greater benefit for the environment.
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Do you accept stolen phones?
No, definitely not. All received phones are immediately checked out using CheckMEND, a crime protection database which tells us if phones are barred, or stolen.
We pride ourselves on our transparent system and our integrity.
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Is it safe to put my data on the internet?
zonzoo has a very strong internal IT department who use cutting edge programming and security software. Your data will be very safe with us and the website is fully secured.
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What happens with the data on my phone?
We strongly advise that you remove your SIM card and delete all data, numbers and names on your phone prior to sending it via the post. This way you have added security and peace of mind. However, zonzoo do data-delete all phones with industry approved software.
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The padded envelope you sent to me does not display my details- how will you know the mobile is from me?
Each padded envelope has a bar-code printed on it as well as your unique trade-in reference number. When we receive the package, we scan the bar-code and this brings your trade details up on our system so that we know the phone is from you! In the welcome package we include a letter on which there is a sticker printed with your details. You do not need to include the letter in the package (you may want to keep it as a record of your reference number) it is simply for you to check that you entered all you details correctly when you registered online. If you find any errors, do contact us so we can amend these before you send the phone to us.
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What if my mobile looks similar to one listed on the website but has a different model number to the mobile illustrated?
Not all model variations have the same value- so even if your mobile looks similiar to one that is listed please make sure the model numbers are an exact match before registering and sending it in. We don't want you to be disappointed!
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What will you do with my mobile?
If your phone or phones can be re-used, then they’ll be sent abroad to developing countries where people don’t have access to landlines.
If mobiles don’t work and can’t be repaired, they are sent to specialist companies for ‘refining’. This involves recovering the tiny amounts of precious metals from the phone and also dealing with the battery, which is the most hazardous part.
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