Collections usually take place within three business days.
Once an order is completed, a collection is then scheduled for the following day by our internal team. Our courier (Royal Mail) will typically arrive within 48 hours to collect the device(s). If the first attempt fails, they will usually retry on the next working day.
Common reasons for missed collections include:
- The courier couldn’t access the store
- The store was closed
- No one was available to hand over the parcels
If your collection hasn’t taken place after this period, please escalate the issue through the Partner Portal:
👉 Go to the Grading Page, click ‘Report IT Issue’, and select ‘Get Portal Help’.
In your message, explain that you have devices awaiting collection. This will be passed to our internal collections team, who will arrange a new collection as soon as possible.