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Return your old device as part of swap

If you're swapping your old device for a new one, we'll send you posting instructions and pre-paid packaging with your new device.

Please don’t use any other packaging to send your device back in. Lost your returns packaging? To order some more, get in touch.

The pre-paid packaging insures your old device for up to £100. If you think it's worth more, we'd recommend that you use Special Delivery provided by Royal Mail. This insures your old device for up to £500.

Keep your proof of postage until we confirm we’ve got your device.

Return deadline date

Post your old device back to us within 14 days of getting your new one or your swap packaging.

We'll send you email reminders to check you're on track.

Check your return deadline date in your Order Confirmation email or go to My Swap in your account online (you'll need to sign in with your Sky iD) and select the device you're swapping.

Devices on pre-order / out of stock

You’ll just need to wait for your new device to arrive before you can send your old one back to us. Once you’ve got it, you’ll have 14 days to send your old device back.

Missed your return deadline date?

If you don’t return it within 14 days, we'll cancel your swap. Don't worry, you can carry on with your swap, you'll just need to start a new swap request online.

Your monthly device payments (if applicable) will carry on for both your old and new device until your credit agreement ends or you complete your swap.

Before returning your old device

Make sure you:

  • Back up your personal data and, if you’d like, restore it to your new device.
  • Remove your iCloud or Google account – we can’t accept your device if it’s locked to an account.
  • Remove your passcode by doing a Factory Reset.
  • Remove your SIM and memory card and pop them into your new device (or use the new one we sent to you if you need a different size).
  • Remove any accessories, e.g. phone case.

For detailed instructions:

  1. Go to device support.
  2. Select the make and model of the device you're returning.
  3. Scroll down to Swap help and select 'Get your device ready'.

Once we've got your device

COVID-19 delays

At the moment, it can take up to 3 working days for us to check and process your old device once we’ve got it. But don’t worry, as long as you’ve sent it back within the 14 days, this won’t affect the value.

Damaged or lost in the post

Returning your new device

If you're returning a new device that you bought using swap, go to phone and tablet refunds.