Question 1

When will I receive my payment?

Accepted Answer

The bank transfer is made within 24 business hours of your device being approved, once we have received your ID and IBAN. 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 based on the model, storage, cosmetic condition and working order you declare. Our prices follow the market and are updated daily.

Question 3

Can I refuse the counter-offer?

Accepted Answer

Yes. You have 15 days to accept or refuse the counter-offer from your customer account; if you refuse, we return your device free of charge. If you do not reply within that time, the counter-offer is deemed accepted (trade-in general terms, art. 6.4 and 6.5).

Question 4

Can I choose a voucher instead of a bank transfer?

Accepted Answer

Payment is made by bank transfer. At your request and with NomoPhone's agreement, it can also take the form of a voucher for the same amount, usable on the website and with no expiry date.

Question 5

Is 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 6

What happens if my phone is locked?

Accepted Answer

We do not accept locked devices: an iCloud (Apple), Google or Samsung account still active, a Samsung Knox lock, a carrier lock (SIM lock) or company management (MDM). Unlock your device before sending it. A device received locked will be returned to you at your expense (€19), unless you can unlock it remotely.

Question 7

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 8

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 9

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 10

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 11

What happens if my parcel is lost in transit?

Accepted Answer

Until NomoPhone receives it, you remain the sender of the parcel; you can follow its tracking in your customer account. If it is lost, let us know as soon as possible with the proof of drop-off and the tracking number: we open and follow up the claim with the carrier, then pass on the compensation obtained to you, up to the accepted trade-in price (or, failing that, the initial offer). The prepaid label is not insurance for the value of the device: compensation depends on the carrier's own terms (trade-in general terms, art. 5.3).

Question 12

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 13

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

Accepted Answer

No problem. You can ship without printing: go to a DHL Express Service Point and show, on your smartphone, the QR code available in your customer account and in your shipping label email. It is scanned and the label is printed on the spot — no printing required on your side.

Question 14

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 15

How do I sell my smartphone to NomoPhone?

Accepted Answer

It's simple: estimate your device with the form above, accept the offer, send your device free of charge with the prepaid label we provide, then receive your payment by bank transfer within 24 business hours of approval.

Question 16

What are the steps to trade in my smartphone?

Accepted Answer

1) Estimate your device by entering the model, storage and condition. 2) Accept the trade-in offer. 3) Send your smartphone with the prepaid shipping label. 4) Our team checks your device within 3 business days, usually within 24 hours. 5) Receive your payment by bank transfer within 24 business hours of approval.

Question 17

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

Accepted Answer

Once it reaches our workshop, your device is checked within 3 business days, usually within 24 hours. Once the device is approved, the transfer is sent within 24 business hours.

Question 18

Can I sell my smartphone with a broken screen?

Accepted Answer

Yes, we accept devices 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 19

Can I sell my smartphone if it 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 20

Do you accept network-locked devices?

Accepted Answer

No. As set out in our general trade-in terms, any smartphone locked to a mobile network (SIM lock) is not accepted. Have your device unlocked by your mobile network provider before sending it: a device received still locked will be returned to you at your expense (€19).

Question 21

Does my smartphone need to be unlocked from iCloud or Google?

Accepted Answer

Yes, it is essential to deactivate the iCloud protection (for Apple devices) or the Google account (for Android devices) — and, on a Samsung, the Samsung account and any Knox lock — before sending your device. Without this deactivation, we cannot process your trade-in: you will still be able to unlock the device remotely, failing which it will be returned to you at your expense (€19).

Question 22

Which models are eligible for trade-in?

Accepted Answer

We buy a wide range of devices from 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 23

Can I send several devices in the same parcel?

Accepted Answer

Yes, you can combine several devices in a single shipment. However, each device must have its own estimate and trade-in request on our website.

Question 24

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 25

What happens if you reject my device?

Accepted Answer

If your device does not match your declaration, we will make you a new offer; if you refuse it, we will send it back to you free of charge. If it cannot be bought back at all (locked by iCloud, Google, Samsung Knox or an operator, reported lost or stolen, mandatory accessory missing, hazardous battery…), the return is at your expense: €19, as provided for in our general terms of trade-in.

Question 26

Do you accept a business or company-owned smartphone?

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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