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Frequently Asked Questions

Has My Item Arrived?

Once we receive your order, the package will undergo a brief visual inspection. It is then sent to our Tech quality assessment team who will check the item for physical damage and then test the general functionality according to the condition you selected.

If accepted, your payment will be processed at the original price.

If, however, our Tech quality assessment team find the phone to be in a different condition to that stated then we will offer a revised price. We will be in contact with you immediately in order to find out how you would like to proceed from there.

For a full list of terms and conditions relating to orders containing Tech items, please check out the following link: Terms & Conditions

What Happens if There is a Fault/Problem found With my Device?

our Tech quality assessment team find the phone to be in a different condition to that stated then we will offer a revised price. We will be in contact with you immediately in order to find out how you would like to proceed from there.

For a full list of terms and conditions relating to orders containing Tech items, please check out the following link: Terms & Conditions

How Should I Package my Item?

There’s no set packing rules we can provide you with. All we can advise is that you package them as securely as possible! The packaging has to protect the items on the inside, so if in doubt grab the bubble wrap and sellotape.

How Long will it take for my items to get to you?

If your items have been collected by our FREE Courier. your order will be with us in 3-5 working days. Your courier should leave a card which contains your tracking number. Keep hold of this as it is acts as your insurance. As soon as we receive your items we will start processing them.

If you have used the FREE Send Service, you will also be given a receipt once you have dropped your parcel off at one of the many Royal mail myHermes ParcelShops. This also takes 2-4 working days for your order to reach us.

What Happens If I Send An Apple Product In With An iCloud Lock?

We cannot accept lost or stolen phones under any circumstances. We use a database called CheckMEND which provides us with the history of your phone. If it has been registered lost or stolen, we cannot accept it. You have to delete iclould , before you send your phone

WHAT HAPPENS IF I SEND AN SAMSUNG PRODUCT IN WITH AN SAMSUNG ACCOUNT or GOOGLE ACCOUNT LOCK?

We cannot accept lost or stolen phones under any circumstances. We use a database called CheckMEND which provides us with the history of your phone. If it has been registered lost or stolen, we cannot accept it. You have to delete your google account or samsung account before sent your phone.

How do I check if my phone is iOS 7/iOS 8/iOS 9 locked?

Follow the link below to find out all the information you need regarding iOS security software removal. REMEMBER, this needs to be removed from your item(s) before sending to us.

iCloud

We cannot process your Apple devices if they still have the iOS lock.

Should we receive an item where the iOS Lock cannot be removed, we are unable to return the item(s) in question or pay for it.

Can I cancel my order and have the items returned?

Once your order is on its way to us we unfortunately cannot cancel the transaction.

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