Question 1

Do you offer Click & Collect from your stores?

Accepted Answer

Yes. Choose Click & Collect at checkout to pick up from our Romford or Chadwell Heath locations. We’ll email when it’s ready—usually within 2–24 hours after payment clears. Bring photo ID and your order confirmation.

Question 2

Can you leave my parcel in a safe place or with a neighbour?

Accepted Answer

For security, high-value orders may require a signature to the delivery address. If your courier supports safe-place or neighbour preferences, you can set this in the courier’s app or via the tracking link. Risk transfers once the courier confirms a safe-place delivery.

Question 3

My parcel shows delivered but I haven’t received it—what should I do?

Accepted Answer

Please check with other occupants and neighbours and look for delivery cards or photos on the tracking page. If still missing, contact us within 48 hours so we can start a courier investigation. We’ll keep you updated throughout the enquiry.

Question 4

What should I do if my item arrives damaged or with missing parts?

Accepted Answer

Report within 48 hours of delivery with a photo of the packaging, shipping label and the item. Keep all packaging until we confirm next steps. We’ll arrange a replacement, missing part, or return label as appropriate.

Question 5

What packaging can I expect for refurbished or graded items?

Accepted Answer

Refurbished items are professionally cleaned, data-wiped and tested. They may ship in plain eco-packaging with compatible accessories. Retail boxes and one-time DLC codes are usually not included unless explicitly stated in the listing.

Question 6

How do your cosmetic grades work in practice?

Accepted Answer

Pristine/Like New: nearly no signs of use; Very Good: light micro-marks; Good: moderate signs of use; Fair: noticeable wear that doesn’t affect function. All devices pass full functional tests regardless of grade.

Question 7

Can I get a VAT invoice? What about margin scheme items?

Accepted Answer

We provide VAT invoices where applicable. Some refurbished items are sold under the VAT Margin Scheme, where VAT is not shown separately on the invoice. If you need a VAT breakdown, choose a listing marked as VAT-qualifying.

Question 8

Do you offer price matching?

Accepted Answer

In many cases we can review a like-for-like offer from a UK retailer with the same condition, warranty, and stock status. Send a link or quote before purchasing and we’ll confirm if we can match.

Question 9

Why was my order flagged for verification?

Accepted Answer

To protect customers, our system may request extra checks (e.g., mismatched billing/shipping details or high-value items). If needed, we’ll contact you to verify. Orders are held safely until verification is complete.

Question 10

Do you ship internationally or to the Channel Islands?

Accepted Answer

We currently focus on UK delivery. If you need shipment to the Channel Islands or BFPO, contact support with your postcode for options and any customs considerations.

Question 11

Which devices are eligible for Klarna or Clearpay?

Accepted Answer

Eligibility depends on the provider’s real-time checks. Add items to your basket and select Klarna or Clearpay at checkout; you’ll see options if you’re approved. Missed or late payments may affect eligibility—see provider T&Cs.

Question 12

Can I change my delivery address after ordering?

Accepted Answer

For security we can’t change the address once an order is placed. You may cancel and re-order to the correct address before dispatch. After dispatch, address changes must be requested directly with the courier if available.

Question 13

How do I raise a warranty claim?

Accepted Answer

Email support with your order number, description of the fault, and any error photos/videos. Our team will troubleshoot first. If a return is needed, we’ll provide a label or collection and repair/replace or refund according to our policy.

Question 14

Are batteries and accessories covered under warranty?

Accepted Answer

Consumables such as batteries, pads and cables have limited coverage consistent with fair wear and tear. Accidental or liquid damage isn’t covered unless explicitly stated. We’ll assess each case under the advertised warranty terms.

Question 15

How do trade-in payments work and how long do they take?

Accepted Answer

Once your device passes checks, payment is usually released the same day or next working day by your chosen method. If the condition differs from the online answers, we’ll email a revised offer for you to accept or decline.

Question 16

What checks do you perform on trade-ins?

Accepted Answer

Devices are IMEI-checked against loss/theft registers, function-tested, and data-wiped to industry standards. Devices reported lost/stolen or activation-locked can’t be accepted and may be returned or handed to authorities.

Question 17

How do you handle my personal data on returned devices?

Accepted Answer

All traded-in or warranted devices are securely data-wiped. We recommend backing up and signing out of iCloud/Google/Samsung accounts and disabling Find My/FRP before sending in.

Question 18

Can I get an invoice in my company name after purchase?

Accepted Answer

Yes—email support with your order number and business details. If your item is VAT-qualifying we’ll issue a VAT invoice; if it’s under the Margin Scheme, VAT won’t be shown separately.

Question 19

Do you offer gift wrap or gift messages?

Accepted Answer

We can include a simple gift note on request. For special occasions, contact support before ordering and we’ll confirm available options.

Question 20

How can I be notified when an item is back in stock?

Accepted Answer

Use the “Email me when available” prompt on the product page (where shown) or contact support with the SKU. We’ll notify you as soon as we restock.

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