topic Swap Return Lost in Sky Mobile

Swap Return Lost

Jdubbya — Tue, 11 Nov 2025 20:33:06 GMT

Hi, hoping somebody at Sky Mobile can help. I've recently gone through the process of swapping my phone for a new one and duly packaged my old phone up for return via the pre-paid Royal Mail 48 hour tracked service. 7 days later and the return status has not updated nor been delivered back to Sky. I suspect it will not find its way back to Sky meaning I will not receive the swap value nor the £200 credit for buying a Pixel 10. This will ultimately leave me at a loss of £250! Any advice, gladly accepted.

Re: Swap Return Lost

PandJ2020 — Tue, 11 Nov 2025 21:06:14 GMT

@Jdubbya wrote:
Hi, hoping somebody at Sky Mobile can help.

You are not contacting Sky here. (It's a customer-led help forum)

I suspect it will not find its way back to Sky meaning

Returns can take 3-4 weeks to be processed by the return centre.

If Royal Mail have 'lost' the phone then you probably need to pursue them for the loss. Otherwise, call Sky (150 from a Sky SIM).