Support / FAQ’s
FREQUENTLY ASKED QUESTIONS (FAQ)
Delivery
Login to your account and you will be presented with your order history, select the order you would like to track and you will see the current status.
All orders over £100 include free next day delivery with Royal Mail.
Orders must be placed before 4pm to guarantee next day delivery.
Orders placed before 4pm on a Friday will be delivered on Monday.
Yes,
Weekend delivery has an additional £5 charge.
Royal Mail
Don’t worry, you will be notified by Royal Mail with a missed shipment card to then be collected from your local depot.
You will need your shipment card and a form of ID.
In the event you fail to collect the device and it is returned to us you will then be charged for the postage again.
Yes.
Just add a note in the notes section at the checkout.
You are also welcomed to get in touch with us to discuss further.
Email: [email protected]
Tel: 0333 577 4422
Yes, once the parcel is delivered you will need to contact the British Forces Post Office for further updates.
Returns & Refunds
If you have changed your mind or the item is not what you expected, no problem!
As long as the device is returned in its original condition within 28 days then your return will be processed.
Our aim is to process all refunds within 3 working days once received.
Please note, after 28 days we are unable to accept returns for unwanted items.
If the item develops a fault, we will repair or replace your device which is covered under our 13 month warranty from the order date
You can return your items for free.
Included in your original order will be a free tracked returns label to be used within the 28-day cooling off period.
Please return the device in the original packaging you received it in.
We will notify you via email when your returns have been received.
If you are returning a device under warranty, please get in touch via email or our customer service number to arrange a new label for you.
Email: [email protected]
Tel: 0333 577 4422
All our devices come with a free 13-month warranty for peace of mind.
The warranty covers any manufacturer faults.
What is not covered under warranty –
Accidental damage
Repairs carried out by a third party
Acceptable battery life depletion
Rooted or Jailbroken software
Liquid damage
Damage to screen including screen burn, fading and discolouration.
If you haven’t made any payments yet we will simply close your agreement with Klarna.
If you have made repayments, they will be fully refunded and the remainder of your agreement will be closed.
Your refund goes back on to the card provided with your order as long as the account is still open. If you are unable to access these funds, we advise you contact your bank.
We are unable to refund your order to a different card.
The whole process from you returning a device and us sending back should be between 5-7 days
Issues with your order
Please use the tracked returns label which is in your delivery and return in the original packaging.
Get in touch via email with details of the fault and provide your order number.
Email: [email protected]
Please note, if your device is damaged this will not be covered under our warranty.
Please use the tracked returns label which is in your delivery and return in the original packaging.
Get in touch via email with details of the mistake and provide your order number.
Email: [email protected]
Sorry to hear something is missing, please get in touch within 24hrs of receiving your order so we can look into this as quickly as possible.
Yes, absolutely!
If you manage to get in contact before your order is shipped it will be cancelled and refunded immediately.
If you cancel after your item has been shipped, please follow the procedure set out for returning an item. (see ‘How do I return an item?’ under ‘Returns & Refunds’ above)
Once the order is returned to us, we will then issue a full refund.
Yes.
Please get in contact with us and we will do our best to get the amendments arranged.
Email: [email protected]
Tel: 0333 577 4422
Products & Stock
As quickly as possible.
Stock can be back in as quickly as 1 day, sometimes up to a week. This is just a rough guide.
All our products graded Excellent, Good, Average & Fair will be genuine. Devices are checked via the Phone Checker system which ensures the device is fully working and all parts are genuine.
Any product in our lower graded section may have had a repair possibly using non-genuine parts, if so, this will be clearly stated before you make a purchase.
Reviews are published through Trustpilot allowing you to see real customer feedback for yourself.
Used is a pre-owned or second-hand product.
All devices are fully tested before sale.
Excellent condition.
No scratches visible from half an arm’s length (Roughly 30cm)
All devices are tested to ensure full functionality and graded purely on cosmetic condition.
Good condition.
No scratches visible from an arm’s length (Roughly 70cm)
All devices are tested to ensure full functionality and graded purely on cosmetic condition.
Average condition.
Light but plainly visible scratches
What you would expect from a typically used handset.
All devices are tested to ensure full functionality and graded purely on cosmetic condition.
Fair condition.
Visible signs of heavy use, scratches and/or dents that can be felt.
All devices are tested to ensure full functionality and graded purely on cosmetic condition.
Battery health is essential to any device.
Any device that has over 80% is considered healthy.
Batteries naturally lose health over time.
If a device has had any replacement parts this will be clearly stated with a note of any parts replaced.
These devices will be priced accordingly, warranty will be stated as they may not come with a full 13 month warranty like our higher-grade devices.
In most cases our devices will be unlocked.
Any devices locked to a single carrier will be clearly stated.
Included in your order are a free charging cable and a sim removal tool.
Additional accessories such as plugs and earphones should be available on our site, please check for details.
Payments, Promotions & Competitions
If you have used a discount code when making a purchase this will not affect your refund. The value you paid will be reimbursed in full and you can still use the discount code if it is valid.
Your statement will be sent to your registered email address as soon as you placed your order, please check your junk folder.
If you still have issues locating your statement, please contact Klarna directly
Alternatively, contact us and we will do our best to help you.
Unfortunately, not. We allow the use of one code per order.
My Account, Emails and Communication
Sorry to hear you are having trouble accessing your account.
Firstly, please just double check all the details you are trying to sign in with.
You can also try resetting your password by clicking the ‘Forgotten Password’ button when signing in.
If you are still unable to access your account, then get in touch and a member of our team will be happy to assist you.
Email: [email protected]
Tel: 0333 577 4422
Please get in contact with us, this issue may be cookie or browser related.
We will look to resolve this as quickly as possible.
Go to our sign in page by clicking here, and then click on the ‘forgot password’ link and enter your email address.
We will email you a link to reset your password.
Contact us via email to let us know and we will get started with closing the account.
Email: [email protected]
Please check your junk mail as sometimes emails can land here. If you are still unable to see any emails from us, please get in touch and we will look right away.
Email: [email protected]
Tel: 0333 577 4422
No, you do not need an account, we try to make this as simple as possible for you.
However, there are advantages to having an account, such as remembering your details for delivery and seeing your order history.
Log into your account and click on ‘orders’ from the sub-menu.