Question 1

When will I receive my payment?

Accepted Answer

The bank transfer is made within 24 hours after verification and validation of your device . You receive a confirmation email as soon as the payment is sent.

Question 2

How is my offer calculated?

Accepted Answer

The trade-in price of your device   is calculated based on the model, capacity (), cosmetic condition and functionality (). Our prices are aligned with the market and updated daily.

Question 3

Can I refuse the counter-offer?

Accepted Answer

Yes, you are free to refuse. If the counter-offer does not suit you, we return your device  free of charge.

Question 4

How long does it take for the transfer to be completed?

Accepted Answer

The transfer will be made within 24 working hours of verification and validation of your device  . You will receive a confirmation e-mail as soon as the payment has been sent.

Question 5

Can I choose a voucher instead of a bank transfer?

Accepted Answer

At present, payment for the trade-in of your device  is made exclusively by bank transfer. Other payment options may be offered at a later date.

Question 6

Are my data erased?

Accepted Answer

Yes. Once we have received your device , we carry out a complete and secure erasure of all data, in accordance with the GDPR. No personal data can be recovered.

Question 7

What happens if my phone is locked?

Accepted Answer

If your device is locked by iCloud (Apple) or Google (Android), we cannot process the trade-in and the device will be returned to you. Devices locked to a carrier are accepted, but the price may be reduced.

Question 8

Should I delete my data before sending?

Accepted Answer

Yes, please back up your data and reset your device  to its factory settings before sending it to us. If you forget, our team will carry out a complete and secure data wipe before the device is put back into circulation.

Question 9

Is shipping free?

Accepted Answer

Yes, shipping your device  is completely free. As soon as you accept the offer, we provide a prepaid shipping label by email.

Question 10

How do I pack my device?

Accepted Answer

Place your Smartphone in a sturdy box with bubble wrap or newspaper to protect the screen. Remove the case and SIM card. If possible, use the original packaging.

Question 11

Can I drop off my parcel at a collection point?

Accepted Answer

Yes, you can drop off your parcel at a collection point of your choice using the shipping label we send after you accept the offer.

Question 12

What happens if my parcel is lost in transit?

Accepted Answer

Rest assured: your shipment is handled by DHL and tracked at every step. You will receive a tracking number by email and can follow your device  in real time from your NomoPhone customer account. Our team remains available to support you whenever you need help.

Question 13

How can I track the delivery of my Smartphone?

Accepted Answer

A tracking number will be sent to you by e-mail as soon as the parcel is dispatched. You can track your parcel in real time from your NomoPhone customer area.

Question 14

I don't have a printer — what should I do?

Accepted Answer

No problem. You can ship without printing by visiting a DHL partner store and showing the QR code available in your customer account on your smartphone. The store will scan the code and print the label on the spot — no printing required on your side.

Question 15

Can a courier come to my home to pick up my parcel?

Accepted Answer

Yes. From your customer account, you can schedule a DHL courier pickup at the address of your choice (home, work, etc.). Print your shipping label, pack your parcel securely and the courier will collect it during your chosen time slot.

Question 16

How do I sell my Smartphone to NomoPhone?

Accepted Answer

It's simple: estimate your device   by filling in the form above, accept the offer, send your appliance free of charge using the prepaid label we provide, and receive your payment by bank transfer within 24 hours.

Question 17

How do I get my Smartphone back?

Accepted Answer

1) Estimate your device  by selecting the model, capacity () and condition. 2) Accept the trade-in offer. 3) Send your Smartphone with the prepaid shipping label. 4) Our team will check your device within 24 hours. 5) Receive your payment by bank transfer.

Question 18

How long does it take to process my trade-in?

Accepted Answer

Once we receive your device , the diagnosis is carried out within 24 working hours. Payment is then made immediately, usually on the same day as validation.

Question 19

When will I receive my payment?

Accepted Answer

The bank transfer will be made within 24 hours of verification and validation of your device  . You will receive confirmation by e-mail as soon as the payment has been sent.

Question 20

How is the value of my appliance estimated?

Accepted Answer

The trade-in price of your device   is calculated according to several criteria: the model, the storage capacity (), the cosmetic condition and the operation of the appliance (). Our prices are in line with the market and updated daily.

Question 21

Do you accept Smartphones with broken screens?

Accepted Answer

Yes, we take back appliances with broken screens. The trade-in price of your device  will be adjusted accordingly at the time of the estimate. You can select "Broken" in the form.

Question 22

Can I trade in a Smartphone that no longer turns on?

Accepted Answer

Yes, we accept non-functional devices. The price of your device  will be adjusted, but your device still has value at NomoPhone. Select "Non-functional" in the form to get an estimate.

Question 23

Do you take back devices that have been blocked by an operator?

Accepted Answer

Yes, we do accept Smartphones that are locked to a mobile network, but the price may be lower. To get a higher offer for your device , we recommend that you have it unlocked by your mobile network provider before sending it to us.

Question 24

Does my Smartphone need to be unlocked iCloud or Google?

Accepted Answer

Yes, it is essential to deactivate the iCloud protection (for Apple devices) or the Google account (for Android devices) before sending your device . Without this deactivation, we will not be able to process your return and the device will be returned to you.

Question 25

Which models are eligible for trade-in?

Accepted Answer

We take back a wide range of appliances of all brands. Your device   is eligible! Use our quote tool above to check availability and find out the trade-in price for any model.

Question 26

Can I send several devices in the same parcel?

Accepted Answer

Yes, you can combine several appliances in a single shipment. However, each appliance must be the subject of a separate estimate and trade-in request on our website.

Question 27

Can I cancel my trade-in request?

Accepted Answer

Yes, you can cancel your trade-in request for your device  at any time before your parcel is dispatched. Go to your customer area or contact our customer service department.

Question 28

What happens if you refuse my appliance?

Accepted Answer

If after checking your device  does not meet the take-back criteria, we will send it back to you free of charge.

Question 29

Do you accept professional or company Smartphones?

Accepted Answer

Yes, we accept professional and corporate devices. Just make sure that your device  is unregistered from any enterprise management system (MDM) and that the business account is unlinked before sending.

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