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Shipping policy

Shipping and Postage Policy

Last updated: 3 August 2026

This Shipping and Postage Policy explains how customers should send devices to Sell Phone Fast and how we return devices when required.

Sell Phone Fast is a trading name of Gorilla Fones Ltd, company number 16636791, whose registered office is at Docklands Business Centre, Suite 12/3D, 10–16 Tiller Road, Docklands, London, E14 8PX, United Kingdom ("Sell Phone Fast", "we", "us" or "our").

This policy should be read together with our Terms of Service, Cancellation and Device Return Policy, Device Grading and Revised Offer Policy, and Privacy Policy.

1. Free prepaid postage

Where offered during the order process, we will provide a prepaid Royal Mail postage label for sending the device to us. The label must:

  • be used only for the order and device for which it was issued;

  • be printed clearly and attached securely to the parcel;

  • not be altered, copied, reused or transferred to another parcel; and

  • be used before any expiry date shown on the label or in our instructions.

Unless we agree otherwise in writing, we are not responsible for postage charges incurred because a customer chooses a different service or does not use the label supplied by us.

2. When to post the device

Customers should post their device as soon as reasonably possible and within the quote-validity period stated in our Terms of Service, normally 14 calendar days from the date of the quote.

If the device arrives after the quote has expired, we may inspect it and issue a new or revised offer based on its condition and current market value. The customer may accept or reject that offer in accordance with our Device Grading and Revised Offer Policy.

3. Preparing the device

Before posting, the customer must:

  • back up any information they wish to keep;

  • sign out of iCloud, Google and other accounts;

  • remove all activation locks, including Find My iPhone or equivalent services;

  • remove SIM cards and memory cards;

  • remove cases and accessories unless they are included in the order;

  • ensure the device is switched off;

  • package the device securely in a rigid box with sufficient internal protection; and

  • follow any additional packing or prohibited-items instructions issued by Royal Mail.

The device must not be placed loose in a mailing bag or envelope. Batteries must remain installed in the device unless we expressly instruct otherwise. Customers must not send swollen, leaking, recalled or otherwise unsafe batteries through the post.

4. Photographs required before dispatch

Before handing the parcel to Royal Mail, customers should take clear, date-retainable photographs showing:

  • the front, back and all sides of the device;

  • the device switched on, where possible;

  • the device's condition and that it is intact;

  • the IMEI or serial number on the device, packaging or settings screen;

  • the device placed securely inside the protective packaging;

  • the closed and sealed parcel; and

  • the Royal Mail label clearly attached to the parcel.

Customers should keep these photographs, the original proof of postage, the tracking number and any purchase or ownership evidence until the order has been completed and payment has cleared.

Royal Mail or another relevant carrier may request this evidence when investigating loss or damage. Failure to retain or provide adequate evidence may limit our ability to make or support a compensation claim. It does not automatically remove any legal rights the customer may have, and each case will be assessed on its facts and under the carrier's applicable terms.

5. Proof of postage and tracking

The parcel must be handed over at an authorised Royal Mail location or using another method specifically approved by us. The customer must obtain a receipt showing acceptance of the parcel and keep it safely.

A postage label or tracking number by itself is not proof that Royal Mail received the parcel. Tracking may take time to update after acceptance.

The customer should contact support@sellphonefast.co.uk promptly if tracking does not update, delivery is delayed or the parcel appears lost.

6. Packaging responsibility

Customers are responsible for packaging the device with reasonable care and following our and Royal Mail's instructions. We may ask for photographs of the packaging where a parcel arrives damaged.

We are not responsible for damage caused by inadequate packaging or by prohibited, undeclared or unsafe contents, except where liability cannot lawfully be excluded. Any carrier compensation will be subject to the service used, the carrier's eligibility rules, exclusions, evidence requirements and compensation limit.

7. Lost or damaged parcels sent to us

If a parcel sent using our supplied label is lost or damaged in transit, the customer must notify us promptly and cooperate with the investigation. We may request:

  • the original proof of postage;

  • the tracking number;

  • the photographs described in section 4;

  • proof of ownership or purchase;

  • the device's IMEI or serial number;

  • evidence of its condition and value; and

  • any information reasonably required by Royal Mail or an insurer.

We will submit or support an eligible claim where appropriate. Compensation is not guaranteed and may be limited or refused under the carrier's terms. We will not pay compensation before the investigation is completed unless we agree otherwise.

Where the customer uses their own postage service without our written agreement, the customer is responsible for pursuing any loss or damage claim directly with that carrier.

8. Incorrect, expired or reused labels

We are not responsible for delay, loss, misdelivery or charges caused by using an incorrect, expired, altered, duplicated or previously used label. If a label cannot be used, the customer should contact us before posting so that we can check or replace it where appropriate.

9. Receipt of the device

Carrier tracking showing "delivered" means the parcel was delivered to the stated location; it does not confirm that the correct device was inside or that inspection has been completed.

After receipt, we will record and inspect the parcel and device in accordance with our Terms of Service and Device Grading and Revised Offer Policy. Inspection times may be affected by weekends, public holidays, unusually high volumes or issues requiring further checks.

10. Accessories and packaging

Unless expressly requested as part of the quote, customers should not send chargers, cables, cases, SIM cards, memory cards, original retail boxes or other accessories. Unrequested items may not increase the quote and we cannot guarantee their return.

11. Returning a device to the customer

Where a customer rejects a revised offer, validly cancels before ownership transfers, or we otherwise agree to return the device, we will arrange a free tracked return to the UK address confirmed for the order, subject to our Cancellation and Device Return Policy.

We aim to dispatch an approved return within five business days. This is a service target and not a guaranteed delivery date. We will provide tracking information where available.

The customer must ensure that the return address is complete and accurate and must notify us of any change before dispatch. We are not responsible for delay or loss caused by an incorrect address supplied by the customer, except where liability cannot lawfully be excluded.

12. Failed return delivery and unclaimed devices

If a returned parcel cannot be delivered, is refused or is not collected, the customer must contact us promptly. Any re-delivery cost caused by an inaccurate address, refusal or failure to collect may be charged to the customer where fair and reasonable.

Devices returned to us as undeliverable or otherwise left unclaimed will be handled in accordance with our Cancellation and Device Return Policy. We will take reasonable steps to contact the customer and normally hold an unclaimed device for 90 days before taking further action permitted by law and our Terms.

13. Events outside our control

We are not responsible for delay caused by events outside our reasonable control, including carrier disruption, severe weather, industrial action, public emergencies or network outages. We will take reasonable steps to minimise the effect and keep the customer informed where appropriate.

14. Customer rights

Nothing in this policy excludes or limits any liability that cannot lawfully be excluded or limits the customer's statutory rights. If any part of this policy conflicts with mandatory law, that law will apply.

15. Contact us

For questions about labels, tracking, lost or damaged parcels, or device returns, contact:

Email: support@sellphonefast.co.uk
Business: Gorilla Fones Ltd trading as Sell Phone Fast
Registered office: Docklands Business Centre, Suite 12/3D, 10–16 Tiller Road, Docklands, London, E14 8PX, United Kingdom