If you’ve booked your phone in for return 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 refund or replacement
Before you package your phone:
Before you package your phone:
Backup any information that you wish to keep (i.e. photos, documents).
Remove your giffgaff SIM card & place this somewhere safe.
Remove any SD cards that may be inserted into your device.
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.
Attach the address label securely to your parcel.
Preparing your phone for repair
Before you package your phone:
Before you package your phone:
Backup any information that you wish to keep (i.e. photos, documents).
Remove any activation locks/tracking applications (i.e. Find my iPhone) from your device. Here’s a guide on how to remove tracking apps.
Disable any personal security code PIN and passcode locks from the device.
Remove your giffgaff SIM card & place this somewhere safe.
Remove any SD cards that may be inserted into your device.
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.
Attach the address label securely to your parcel.
Sending us your phone
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.
Upgrade to Special delivery
Upgrade to Special delivery
You’re welcome to upgrade your delivery from Royal Mail 24 tracked service to Special delivery. But you’ll need to pay the difference in cost between the services. Please note:
giffgaff will not be responsible for any additional costs you may incur due to any upgrades to the delivery service.
Don’t have access to a printer?
Don’t have access to a printer?
If you’re unable to print the free postage returns form from home, you have 2 options:
1. You can generate a QR code from the email you receive after booking.
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
2. You can write the address on the parcel and take it to a post office.
Please note:
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.
giffgaff will not be responsible for any additional costs you may incur for printing or returning your unwanted handset.
Important: giffgaff is unable to process any refunds or replacements if the phone is received later than 14 days after the return was booked. giffgaff is not liable for any loss or damage incurred during transit.
What happens next?
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”
Return/repairs centre
Return/repairs centre
The return/repairs centre will let you know when your return/repair is accepted.
If your return/repair is past the 14 days period after booking your return, the parcel is rejected and automatically returned to the address listed on your giffgaff account.
Our return/repairs centre will inspect for any damage or issues and confirm the fault.
Note: If your phone is outside of its warranty period, or the fault is not covered by the warranty (i.e. water damage), our repair centre will provide you with a quote for any work needed to fix the phone.
In general, most repairs are completed and dispatched within approximately 10 working days (excludes weekends & bank holidays) of receiving your faulty handset.
Please note: this timescale should only be used as a guide & will be dependent on availability of parts that may need replacing.
Refunds
Refunds
If you’ve taken out a loan for your phone, we’ll contact your loan provider to cancel the loan agreement and start processing any refunds due.
You’ll receive an email from us when we have processed your refund.
Please allow 3 to 5 business days for the refund to reach your bank account.
Important: Card refunds can only be made to the debit/credit card that was used to purchase your phone.
Important: Any missing items within your return package (earphones, cables, charger etc.) will incur a cost. These costs will be deducted from any refund due.
When you return the item, the Post Office will have provided you with a receipt for your return. If there are any queries regarding your return you will be required to provide this receipt to us and it will be sent for authentication to Royal Mail. Failure to provide a receipt that can be fully authenticated by Royal Mail will lead to us being unable to process your return.
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