FREQUENTLY ASKED QUESTIONS

For any further questions or information please e-mail contact@ShP

 

Who recycles the handsets?

Fredrickson International has selected ShP, an industry veteran to recycle the mobile phones received. 

ShP will test, verify and recycle the handsets. All the handsets are recycled, refurbished for re-use in the UK or reconditioned for resale in emerging markets throughout the world to the highest of ISO standards and in accordance with the new WEEE Directive.

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How does ShP grade my handset?

ShP uses the following rules* to grade your handset:

To grade your handset, start at Working and tick off the below list in its entirety. If any ONE item in a grade is true, then that is its grade.

Working Full List Price	In full working order with a battery
Non-Working Reduced List Price	Badly damaged casing No battery Handset back/battery cover missing or broken Does not power up Handset operating system missing or corrupt Broken/missing aerial Faulty keypad Broken/Cracked/Snapped hinges SIM Gate broken or missing Memory card holder broken or missing Pin locked
Beyond Economical Repair (BER) Zero Value	Physically broken In more than one piece Water damaged LCD cracked/bleeding/does not work or missing Unresponsive touch screen’s SIM glued in Memory card glued in Broken battery terminals Re-programmed IMEI number** Logged by Immobilise/on the IMEI blacklist register** Barred by a network**
* this list is not exhaustive and ShP reserve the right to amend this list at any time. ** phones under these conditions will also be reported to the police

Each handset is then tested at our warehouse to ensure the information provided by you is accurate.  Handsets are tested and recycled in line with ISO 9001 and 14001 procedures. For further information on these standards please visit www.iso.org.

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I’m still not sure what grade my handset is. Is there a way to grade it on-line?

While entering your handset details you can choose to use a Grade Your Handset Wizard that will ask you a few simple yes/no questions.

At the end of the process, our system will grade your handset for you.

Accurate grading simply allows us to process your order more efficiently, but do not be too concerned if you get the grade wrong as we will always grade your handset fairly and accurately even if that means re-grading a handset back up to full Working status!

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What environmental and quality testing standards does ShP adhere to?

ShP is ISO 9001 and 14001 accredited.  For further information on these standards please visit www.iso.org.

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My handset isn’t listed, what should I do?

ShP boasts the largest on-line handset recycling database, but in the event that you cannot find your handset, please e-mail us first on contact@ShP giving the make and model. We will then give you a special one off price or add the handset to ShP within 24 hours allowing you to continue with the normal process.

You should not enter your handset as a different model as our system will flag the handset as a potentially re-programmed handset which is illegal under UK law and it will automatically be graded Beyond Economic Repair (BER) and the value set to zero.

For further details on this please see our Terms and Conditions.

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My handset has been barred by a network – can I still sell it to ShP?

No. ShP will not buy any handset that has been barred by a network or stolen. These handsets will automatically be graded Beyond Economic Repair (BER), the value set to zero and recycled following the WEEE directive.

For more information on the WEEE directive please visit:

• Government NetRegs
• Environment Agency
• Dti

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I need to speak to a real person, not an email address; who do I call?

You can reach us 9am – 5pm Monday to Friday on 0845 456 7929 (local rate call charges apply).

This number will allow you to talk to a dedicated member of the ShP team who will be more than happy to answer any of your queries and resolve any issues you may be experiencing.

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This seems too good to be true, can I trust you?

Absolutely! There has been a lot of discussion about the merits and trustworthiness of mobile handset recycling websites with it being such a young industry. We can guarantee that ShP is a well established UK VAT registered business that has been trading for over five years within the telecom and mobile handset markets.

For further information, take a look at the “About ShP” section on ShP to learn more about us.

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I have more than 10 handsets.  Who should I contact?

Please e-mail contact@ShP.co.uk and you will be contacted within 24 hours to have a free quote and free courier arranged to collect your mobiles.

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What do I need to send to ShP?

All you need to post to us is the handset and battery for each handset being sold. SIM cards and memory cards are not required and will be destroyed according to the WEEE Directive and our internal ISO standards.

As all SIM and memory cards being destroyed at the point of testing, we unfortunately cannot return these items.

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How do I get my old handset(s) to you?

Please post your handset(s) to us in a jiffy envelope using our freepost address;
     
      FREEPOST
      SHP

We can assure you that any further information e.g. post code is not required for your parcel to be delivered to us.
 
Please remember to write your order reference number on the reverse of the envelope and include a copy of your order with the handset(s).

Please note that FREEPOST parcels are NOT insured and CANNOT be tracked. If your parcel is of high value or contains a number of mobiles, then please read our recommendations in the next section.

Please remember to write your order reference number on the parcel and include a copy of your order with the handset(s).

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My handsets are worth a lot of money. How can I ensure they get to you?

If your parcel is of high value or contains a number of mobiles we recommend that you use an insured delivery postal service at your own cost.

Please use our full postal address if choosing to do this;

Part Two Ltd T/A ShP
Citylab
4-6 Dalton Square
Lancaster
Lancashire
LA1 1PP

Please remember to write your order reference number on the parcel and include a copy of your order with the handset(s).

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How long do the handsets take to reach ShP?

The FREEPOST service is posted second class.  Typically handsets take 5-10 working days to reach our warehouse.

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Do I need to send my chargers and accessories in?

No, all we require are the handsets and batteries. Accessories will not add value to your order and will be recycled according to the WEEE Directive and our internal ISO standards.

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I don’t live in the British Isles can I still use your service?

Yes. Please use our full postal address below. If your parcel is of high value or contains a number of mobiles we recommend that you use an insured delivery postal service at your own cost.

Part Two Ltd T/A ShP
Citylab
4-6 Dalton Square
Lancaster
Lancashire
LA1 1PP

Please remember to write your order reference number on the parcel and include a copy of your order with the handset(s).

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How do the charity payments work?

ShP gives your chosen charity a 10% donation of the total value of your handsets. This donation is made by ShP and is not deducted from the money you receive. ShP makes the donation on a monthly basis using a process that is 100% transparent to all parties.

For example, if you send us three handsets totaling £23.50, we will credit your account by £23.50 and give £2.35 to your chosen charity.

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I have been waiting a long time for my credit, what should I do?

It can take up to 10 working days for the FREEPOST parcel to reach us.  Once received ShP aim to have your handset(s) tested, processed and your account creditted within 7 days.

If you feel the process is taking to long, please email us with your order number on contact@ShP and we will endeavor to answer your query within 24 hours.

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How will I receive payment for my handset?

Your account should be credited within 7 days of receipt of your handset at our warehouse.

Please note it is imperative that your full name, address and Fredrickson International reference number are correctly entered during the ShP process.

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Seven day payment promise

From the second your order enters our warehouse to the second we credit your account we promise that a maximum of seven working days will have passed.  Our current average turn-a-round is around 3 days.

Please note, the count down starts from it entering our warehouse, and so we regret that the seven day promise cannot always be maintained through postal strikes or with missing parcels.

Any orders that contain incorrect address, handset model or IMEI data are exempt from the seven day payment promise.

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What is an IMEI number, and where do I find it?

The IMEI number is a unique reference code built into every mobile handset produced worldwide.  It is used to help manufacturers, networks i.e. T-Mobile, Orange, Vodafone and O2 and recycling companies track the usage and location of the handsets.

To get your IMEI number, you have two options:

• Look in the back of the handset, usually under the battery.  You will find a sticker showing the IMEI number and the make and model of the handset.
• Enter *#06# into your keypad and the handset should report your IMEI number.

We require this number for two primary reasons;

• ShP checks the IMEI blacklist which tracks all stolen mobile handsets.  These handsets will automatically be graded Beyond Economical Repair (BER) and valued at zero.
• If your handset becomes separated from your order we can simply scan the IMEI number to find exactly where it came from and who it belongs to.

Consequently it is imperative that you enter all your IMEI numbers accurately.

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What is the WEEE Directive?

The Waste Electrical and Electronic Equipment Directive (WEEE Directive) aims to minimise the impact of electrical and electronic goods on the environment, by increasing re-use and recycling and reducing the amount of WEEE going to landfill. It seeks to achieve this by making producers responsible for financing the collection, treatment, and recovery of waste electrical equipment, and by obliging distributors to allow consumers to return their waste equipment free of charge.

The law came into effect within the UK on the 1st July 2007.

For further details see the following websites:

• Government NetRegs
• Environment Agency
• Dti

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What is Beyond Economical Repair (BER)?

A BER graded handset is generally in such a state of disrepair that it isn’t viable to repair the handset to a good enough condition to be re-used. For full details on grading your handset, please see the How do I grade my handset question.

We will still accept BER graded handsets from you as we will recycle them in accordance with ISO 9001 and 14001 and new legislation from the EU on the WEEE Directive.

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Why do I need to fill in all my personal data and who uses it?

All the information you enter is used to control your order and issue a credit to your Fredrickson International account, consequently, it is imperative the data you give to ShP is accurate and truthful.

Your data is stored on a dedicated secure server that only ShP has access to.

While entering your data, we now offer an opt-out clause on the website that allows you to forgo further correspondence from ShP.

If at any time you wish to be removed from any of our mailing lists, please email us on contact@ShP.co.uk from the email address you want removing and we will set the opt-out clauses for you.

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Who are the Channel Partners that you mention?

ShP will be branching into new markets over the next 12 months and this will be facilitated by making firm, committed, long term partnerships with several other companies including manufacturers, high street retailers and other recycling companies.

Channel Partnerships are offered by invitation only and are only done so after a heavy vetting process to ensure the partnership will not tarnish the ShP name in any way.

These partnerships will allow us to collect handsets from a broader range of consumers and eventually offer back lots of new incentives to our customers, including but not limited to, extra cash bonus’s, vouchers, prizes and merchandise which will allow us to build the ShP community into something everyone is happy to be part of.

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