FAQ

GENERAL

1. What isMoolaMobile ?

Moolamobile is a recycling company that recycles your used phones, tablets etc. in an environmental friendly way. AtMoola Mobile, you’ll be getting the best value for your used mobile phone. If you are looking to replace your old used phone to cash, then MoolaMobile is the best choice for you.

2. How do I sell my mobile phone/device to Moola Mobile?

The process of selling your used device is pretty easy. You just have to follow these steps:
• Select the model and brand of your mobile phone
• Book your phone online into our directory
• You may need to wait for the prepaid envelope. The waiting period depends on your selection. You can also post your phone by yourself recorded delivery to:
• After receiving your phone at Moolamobile, we will check your phone and then send you the payment on the very same day through the BACS, PayPal.
• We would love to hear back from you so please don’t forget to leave your feedback.

3. How do I register on Moola mobile so I can sell my phone?

All you’ll have to do is to go to www.moolamobile.co.uk and click on register (in the navigation bar). You will need to fill a registration form and that’s all. You’re ready to sell your phone!

4. What are the posting options available to send my phone?

When you book your phone online, a prepaid envelop will be sent to you which may take up to 2 days to arrive. You can put your phone in the envelop and send it to us or you can also ship it to us by recorded delivery.

5. What should be sent along with the phone?

It would be great if you can send accessories along with your phone like charger, ear-phones, data cables etc. It won’t add value to the phone unless it is stated on the checkout.

6. My mobile phone is blocked, can I still send it to MOOLA MOBILE?

We recommend you to get your phone unlocked before sending it to us. Most of the blocked phones are either stolen or insurance claimed. All the phones which are sold to MOOLA MOBILEare checked and run through a database linked to stolen property called CheckMend. This is done to avoid recycling stolen, lost or insurance claimed phones.

7. How and when will I receive the payment?

You’ll receive the payment on the very same day when we receive your phone. Our payment methods include:
• The BACS
• PayPal
You can choose the payment method which is suitable for you and receive the payment on the same day when we receive your phone.

8. How can I erase/delete my personal data from my phone?

You can easily remove all your personal data including the contacts, photos, messages etc. from your phone by wipe factory reset option. You will have to follow the manufacturer instructions to wipe your phone. This will remove all your personal information from your phone.

9. My phone is locked to a single network, can I still send it to MOOLA MOBILE?

It doesn’t matters even if your phone is locked to a single network. You can still send it to MOOLA MOBILE. The value of the phone will stay same unless it is stated on the checkout page.

10. My phone is damaged/broken, do MOOLA MOBILE accepts broken phones?

Absolutely, we also accept your broken phones and recycle them in an environment friendly way. It doesn’t matters if your phone is damaged. You can still send it to us. The value and descriptions of each phone are provided on the website.

11. How many phones I can sell to MOOLA MOBILE?

How many do you have? You can sell as many phones as your want. So, what are you waiting for? Replace your phones to cash today!

SELLING

1. How do I sell my phone to MOOLA MOBILE?

It’s really easy! All you have to do is to search for your mobile phone. You can easily search by selecting the brand and model of your phone. If you’re not sure about the model or brand, you can use the IMEI number of your phone.

2. What if I don’t know which mobile phone I’ve got?

If you don’t know the model or brand of your mobile phone, you can easily find it underneath the battery on label. Most of the phones have their models mentioned under the battery.

3. How can I find the IMEI number of my phone?

To find the IMEI number of your phone, simply dial *#06# and the IMEI no. of your phone will be displayed. You can also find it on the label underneath the battery (except IPhone).

4. I’ve got a brand new phone, will I get some extra amount?

Sure, Just contact us via email or telephone to get a quote for your brand new phone.

5. Do you accept counterfeit /fake mobile phones?

No, we don’t accept or recycle fake mobile phones. You must send an original one so we can recycle it.

6. If I change my mind and want to get back my phone. Will you return it?

Off course, we can return your phone back to you. A small returning fee of £3.00 will be charged.

7. What are the working & non-working conditions for the smart phones?

Working Mobile Phones:
Each mobile phone sold to MOOLA MOBILE should match the make and model in the sale order and should meet the following conditions:
• The mobile phone must be able to switch on and off.
• It should be complete with all covers, batteries and other casings.
• There should be no cracks, missing plastics / metal on the integral bodywork. Any button or key should not be missing.
• The bodywork of the phone should not be hanging off the main body in any way.
• The LCD (Liquid Crystal Display) of the phone must be working properly. It mustn’t have any lines, cracks or missing pixels. It should power up correctly and fully beyond the network ‘Welcome Note’.There should be no liquid damage to LCD.
• A white screen doesn’t constitute a working phone so if a white screen appears on turning on your phone, it means your phone is not properly working.
• If the phone has a touch screen, the touch screen must be fully functional and work properly.
• The stylus must be included if originally sold with the mobile.
• Phones with slider mechanisms should have the slider mechanism working perfectly.
• For Apple iPads & iPhones, all standard functionality and software must be in working order.
Non-Working Mobile Phones:
If your mobile does not adhere to the working conditions, it will be classified as non-working. Acceptable non-working phones/devices should meet the following conditions:
• The mobile phone must not be crushed or cracked.
• It must not be broken into pieces/half or bent in any way.
• The must not be liquid damage in the LCD and the LCD must not be cracked.
• The integral parts of the phone such as camera, LCD, speakers etc. should not be missing or detached from the main body. They should be present with the phone.
• Apple iPads and iPhones must have all the buttons and other components attached to the handset.
Working Apple iPhones
Each Apple iPhone or iPad sold toMOOLA MOBILE should match the make and model in the sale order and meet the following conditions:
• The Apple iPhone must be on a UK network
• It must be able to switch on and off.
• It must be complete along with the SIM tray and all buttons should be present.
• All buttons must function correctly and none of them should be missing.
• The integral bodywork should have no cracks, missing plastics, screws or metal.
• The LCD (Liquid Crystal Display) of the phone must be working properly. It mustn’t have any lines, cracks or missing pixels. It should power up correctly and fully beyond the network ‘Welcome Note’.There should be no liquid damage to LCD.
• There should be no liquid damage and neither the white screen should appear on a working iPhone. If it does, your iPhone is not considered as a working phone.
• All standard functionality and software must be in working order.
• The touch screen must be fully functional and work perfectly.
Non-Working Apple iPhones
If your Apple iPhone does not adhere to the working conditions it will be classified as a non-working phone. Non-working Apple iPhones should meet the following conditions:
• Non-Working Apple iPhone should be on a UK network
• It must not be crushed and none of its bodywork should be missing.
• It must not be broken in half or bent in any way.
• There must be no liquid damage.
• All the integral parts such as buttons, camera, LCD etc. should be present and none of them should be missing.
• No integral parts should be detached from the main body of the phone in any way or be missing.

8. If the battery of my phone is flat and I can’t test, Will it be considered as working?

If you’re unable to test your mobile phone due to the battery problem and there is no obvious damage to the mobile phone, you can list the mobile phone as working. It will be tested with fully charged batteries when we receive your phone. If it doesn’t switch on with fully charged batteries, only then your phone will be considered as non-working phone.

SENDING

1. How will I get the prepaid envelope?

Once you have selected your mobile phone and booked it online on our website. The prepaid envelop will be sent to the address you’ve provided. It may take up to 2 days to arrive. If it doesn’t arrive within two days, you can contact us and ask for another one.

2. Do I have to send the phone in the original packaging?

It will be great if you can send the original packaging along but it’s not necessary. You can send it in any sealed, strong and rigid container. We recommend you to pack your phone carefully so it doesn’t get damaged during the postage process.

3. What should not be sent along the phone?

Please don’t forget to remove the sim card from your phone before sending it to us. We don’t need your sim card so make sure to take the sim card out before sending the phone. Also, you should take out your SD card too.

4. How will I know whether MOOLA MOBILE have received my phone or not?

You will receive an email from us whenever we will receive your mobile phone. You will be notified through email.

ACCOUNT

1. Can I use my existing account in future?

If you’re a new customer, you’ll have to register and create a new account on our website just once. For future use, you’ll be able to login to your existing account.

2. What if I forget my login details?

In case you forget your login details and you’re unable to login to your account, you can contact us via email or telephone and retrieve them.

3. How can I change my password?

In order to change your password, you need to login to your account and select the “Change my password” option. You’ll be asked to confirm your existing password for security purposes.

DELIVERY

1. How is my phone delivered?

Your phone will be delivered by recorded delivery service by Royal Mail. Standard recorded delivery may take 48 – 72 hours. In order to track your mail, a tracking ID will be provided by the Royal Mail. In case of loss or damage to your phone, Royal Mail will pay compensation of £50.

PAYMENT

1. What payment methods MOOLA MOBILE offers?

Our payment methods include:
• The BACS
• PayPal
You can choose the payment method which is suitable for you and receive the payment.

2. When will I receive my payment?

You will receive the payment on the same day when we receive and check your phone. Once we have tested your phone, you’ll receive your payment.

3. Can I change my payment options?

Off course! You are able to change your payment method as long as the payment has not yet been processed.