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New Contributor
Layla Brough
New Contributor
September 15, 2026
Question

Trade in help as packs never arriving...

Preordered the new Pixel 11 Pro XL as there was a really good deal, if i traded in my Pixel 9 Pro XL with a suggested value of £300 i would get an extra £300 via a special offer claimed seperately… 

So order placed, waited until release day and got the new phone, all is great, boxed up my trade in, factory reset and ready to go… waited 10 working days, no recycle pack arrives, go on the website which states..

Due to delays with Royal Mail, your prepaid postage bag may take up to 10 working days to arrive. If you still haven't received it after this time, email us at TradeUpHelp@currys.co.uk and we'll send you another one. Rest assured, all quoted prices will be honoured during this disruption

 

So i email the address, explain the issue and get told…

Hello Layla,  
   

Thank you for your email.  

  

We are sorry to learn you have not received the pre-paid postage pack. The pre-paid trade-in return package is automatically sent out via Royal mail. 
   

Unfortunately, as this is an automatic process, we have no means to manually send you a replacement.  
   

Please follow the steps in the link below to make a new request. We suggest submitting the new trade-in request with an alternative address, such as a work or family address, to ensure the package reaches you. We understand this may be inconvenient and for this we sincerely apologize https://www.carphonewarehouse.com/mobiles/trade-in   

  

Kind regards 

 

So idMobile say to get in touch with currys trade up help, but they say i need to contact carphonewarehouse… its like a game of pass the parcel.

So i use the carphonewarehouse link and submit another complete trade in request, as it says about a different name and address, we also submit one in my partners name to his work address, and one in my name to my work address… yet here we are another 13 days later and none have arrived.

It now feels like a scam, ive been offered a great deal to buy something but now ive brought it im being prevented to get the offer… Am i the only one suffering these issues?

Whats the next steps?

Can i take it into a carphonewarehouse or currys store? Its not mentioned anywhere? Im now 27 days into having the new phone, i might have to just return it for breach of contract.

Please help someone.

    5 replies

    iD Mobile Employee
    Marquerita T
    iD Mobile Employee
    September 17, 2026

    Hi ​@Layla Brough.

     

    Thank you for your post. I'm really sorry to hear about the frustration you've experienced trying to get this trade-in resolved. I can understand how draining this back-and-forth must have been, especially after 27 days with no update.

     

    I want to clarify that ID Mobile doesn't handle the trade-in promotion directly, which is why you've been redirected elsewhere. Since you haven't yet received a response, I'd suggest giving them a call directly, as this is likely to get you a faster resolution. You can reach them on;

     

    Trade-in team: 0370 111 6565
    Curry's: 0344 561 0000

     

    Thanks,

    Marquerita

    The iD Mobile Team

     

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    New Contributor
    Layla BroughAuthor
    New Contributor
    September 17, 2026

    While I appreciate the reply, my purchase, including the trade in was contractually with idmobile. The offer and trade in, is in the legal credit agreement from idmobile, so while it may be using a 3rd party to be fulfilled.

    Luckily I have 30 days to cancel my phone if no resolution is found, so idmobiles time is becoming limited to rectify the problem.

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    September 19, 2026

    Hi ​@Layla Brough,

     

    I completely understand your point and appreciate you clarifying this.

     

    However, the trade-in service itself is fulfilled by Currys, so any issues relating to the trade-in, including confirmation of receipt, valuation, promotional trade-in amounts or processing times, will need to be investigated by their Trade-In team.

     

    For any queries regarding your trade-in, please contact: TradeUpHelp@currys.co.uk

     

    They'll be able to check the status of your trade-in and provide an update on the next steps.

     

    I'm sorry for the frustration this has caused, particularly given the timescales you're working with.

     

    Regards,

     

    Gemma M
    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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