If you’ve booked your phone in for replacement or repair, you might have some questions on the best way to package or prepare your phone. Here’s our handy guide to assist you with any questions you might have.
Preparing your phone for replacement or repair
Before you package your phone
Before you package your phone
Backup any information that you wish to keep (i.e. photos, documents)
For iPhone users, you can back up your data using iCloud or iTunes. To back up with iCloud, go to Settings, tap your name, select iCloud, and choose iCloud Backup. Tap Back Up Now to start the process. To back up with iTunes, connect your iPhone to a computer, open iTunes, select your device, and click Back Up Now.
Remove any activation locks/tracking applications (i.e. Find my iPhone) from your device. Here’s a guide on how to remove tracking apps.
For iPhone users, it is essential to disable Apple’s Find My iPhone feature (also known as Activation Lock) to ensure the return process can proceed smoothly. To disable Find My iPhone on the device:
Open the Settings app, tap on your name at the top of the screen, select Find My, then tap Find My iPhone, and toggle off the switch.
Enter your Apple ID password when prompted to confirm the change.
If you no longer have the device, visit iCloud.com, log in with your Apple ID, select Find iPhone, click on All Devices, choose the iPhone, and select Remove from Account.
Disable any personal security code PIN and passcode locks from the device.
Remove your giffgaff SIM card and place this somewhere safe.
Remove any SD cards that may be inserted into your device.
Important: If you have booked your phone for a replacement, make sure to also restore your device to factory settings. This will wipe all data from your phone. So be sure to backup any photos or other files you want to keep.
Packaging your phone
Packaging your phone
Please send your phone in its original box or suitable packaging.
For further information on how to pack your device securely please view this helpful article from Royal Mail.
Original packaging is not required, but ensure the device is well-protected with secure packaging to avoid damage during transit.
Attach the address label securely to your parcel.
Sending us your phone
giffgaff provides a free-of-charge tracked label with the return form, so you can return your device using the Royal Mail 24 tracked service.
You can print this form out at home and attach it to your package. You’ll need to take your package to your local post office so that the barcode can be scanned and a receipt issued for your parcel. Please note:
This receipt is your 'Proof of Postage' so please don't lose it.
Under no circumstances should your parcel be posted in a letter box.
Don't have access to a printer?
If you’re unable to print the free postage returns form from home, you have 2 options to choose from:
Generate a QR code from the email you receive after booking
Generate a QR code from the email you receive after booking
If you cannot print the label, the Post Office can print it for you at no cost when you present the QR code.
In your email you’ll have a link to 'Complete Royal Mail return form'.
Click on the link and fill out the form on the Royal Mail website.
This will generate a QR code which you can scan at the Post Office
Write the address on the parcel and take it to a post office
Write the address on the parcel and take it to a post office
It must include the GG-23 reference code and your return address.
Your local post office will issue you with a receipt which should be kept as your 'Proof of posting'.
Please ensure your phone is sent to giffgaff's repair centre and not the head office.
Once your booking is complete, you’ll receive instructions on how to return the phone, which will include the repair centre's address.
Note: giffgaff will not be responsible for any additional costs you may incur for printing or returning your unwanted handset.
What happens next?
After posting, you can track your parcel using Royal Mails Track & Trace service.
You can also track your repair anytime from the Your orders section of the giffgaff site.
Pop over to Your orders
Click the phone you’ve returned
Then click on 'Track/repair'
The return/repairs centre will then let you know when your replacement/repair is accepted.
Note: giffgaff is unable to process any refunds or replacements if the phone is received later than 21 days after the return was booked.
Did this solve your problem? If not, pop over to our friendly community or chat with our giffgaff HelpBot for a quick answer.