FAQs

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Frequently Asked Questions

Our Frequently Asked Questions here.

Placing an order to purchase items using our website confirms your complete agreement, understanding and acceptance that you will buy the items for the price stated, subject to all terms and conditions as set out by PhoneSwapStore.com. By ordering you are providing details which are true, accurate, current and complete and that the credit/debit card, PayPal and bank details are correct and your own.



We will confirm receipt of your order by sending you an email summarizing the details of your order ("Order Confirmation E-mail"); this is the point at which we accept your order and the contract is formed.

You may pay for the items which you order online by PayPal (in which situation you will be redirected to the secure PayPal website) or bank transfer (we will email you the bank details you will need to use on your online banking to proceed with the payment). We regret that we cannot accept cheques, gift vouchers or cash as payment online.



When you place your order, our system automatically asks your card issuer for authorisation for this amount. If we get a valid authorisation, your card issuer will hold this value expecting a charge from us. Receipt of your credit card details and debit of payments does not constitute our acceptance of your order. Your card details are not kept in our system.



Please note that we cannot guarantee the security of data when communicate with us via email. Accordingly please do not send us payment information using email. Unless we are fraudulent or negligent we will not be liable to you for any losses caused as a result of unauthorised access to the personal and transactional information you provide us when placing an order.



PhoneSwapStore.com does not hold any card details on the server or database.

All parcels sent out by phoneswapstore.com are recorded and will require a signature on behalf of the recipient. Please make sure that somebody is available to accept and sign for your parcel as requests to deliver to an alternative address may incur an additional charge from the carrier.



PhoneSwapstore.com will make every effort to dispatch your order within the time stated below, however Royal Mail for actual delivery and we cannot be held responsible for any delays caused by them nor will we be liable for any loss or disappointment caused to you by late delivery.



PhoneSwapStore.com will not be able to issue refunds on any delivery services once these have been completed. All orders placed and paid for are dispatched the same day or the next working day, subject to stock availability and security checks. Your order will be delivered to the address you provide to us, therefore you must ensure that all details are full and correct, including postcode and house number. PhoneSwapStore.com will not be held responsible for any loss, undelivered or returned parcels due to incorrect or incomplete details supplied by you.



In the event that you fail to sign for, accept or collect your delivery and it is subsequently returned to us you will be offered the option to:



  • Cancel your order and we will refund the amount you have paid minus the expenses incurred by PhoneSwapStore.com in attempting to deliver your order.

  • Request a re-delivery by reimbursing PhoneSwapStore.com for any expense incurred due to the return of your order plus the actual cost of the new delivery.


Please make sure that you allow sufficient time when placing your order with us to prevent any loss or disappointment resulting from the delivery time as PhoneSwapStore.com cannot be held responsible for this. This does not affect your statutory rights as a consumer.

  • Same working day if order is placed and paid until 15:00

  • Next working day if order is placed and paid after 15:00

Orders sent using Royal Mail 1st Class Recorded Delivery require a signature and usually arrive the next working day, keep in mind that even though Royal Mail is aiming to delivery in 1-2 working days it can take up to 15 working days for the parcel to reach you.



Royal Mail insurance in the event of parcel being lost: up to £50.00. We strongly recommend you use this delivery option only for orders up to £50.00

Orders sent using Special Delivery require a signature and is guaranteed to arrive the next working day by 13:00.



Royal Mail insurance in the event of parcel being lost: up to £500.00. We strongly recommend you use this delivery option only for orders up to £500.00

For orders placed on Friday this option is available only on request. Please contact us for more details. Royal Mail insurance in the event of parcel being lost: up to £500.00. We strongly recommend you use this delivery option only for orders up to £500.00

Yes you can collect your device in person from our store based in East London and the address is 138 High Street Walthamstow London E17 7JS Ph. 0208 520 4965.

Yes you can collect your device in person from our store based in East London and the address is 138 High Street Walthamstow London E17 7JS Ph. 0208 520 4965.

You have the right to return a faulty or unwanted item within 14 days with its RMA form. Please note, that we reserve the right to refuse the warranty return due to physical damage caused by the customer during while in your possession.



PhoneSwapStore.com will test all items returned and will proceed to send a replacement item within 7 working days. If the replacement item is out of stock at the time, we will contact you to arrange a refund.

An RMA form is required for any item which has been invoiced and you wish to return to us. You can register an RMA form by following these simple steps: login on our website, click My Account, click RMA in the list to the left side of your screen and click Request New RMA.



On the new RMA form you will need to select the reference number of the order containing the item(s) you wish to return and provide a reason for returning it. Once you are done, the website will generate a PDF file with all the details you have provided. Please print this form and send it to us together with the items you wish to return.

In the event of a parcel being visibly damaged on delivery, do not accept the delivery. Once you have signed for the damaged parcel you are responsible for the damage and PhoneSwapStore.com will be unable to refund you for the delivery fees.



If you notice the damage on the parcel after accepting the delivery, take pictures to clearly show the damage before opening the parcel. All/any photos that serve as proof of damage on delivery must be sent to us as soon as possible. E-mail any useful details together with the photos to sales@phoneswapstore.com.



Based on the proof you can provide we will be able to file a claim with the delivery service provider and request a refund for you.



Proceed to register an RMA form for the damaged item and return it to us. In the event of an undamaged parcel but the containing goods arrive damaged, please contact us as soon as possible and register an RMA form as explained above.

You have the right to return a faulty item within 14 days with its RMA form. Please return any faulty item to our address, we will replace or refund you for the faulty item upon receiving the returned goods.



If you request a refund, PhoneSwapStore.com will proceed to fully refund the value of the items (excluding the delivery fees)

If we have sent you an incorrect item, please notify us as soon as possible and return the incorrect item to us with the copy of invoice. If you would like us to replace the incorrect item with the item you ordered we will send you the correct item as soon as possible or alternatively we will refund the item once it has been returned (excluding delivery fees).



We will not charge you for the incorrect item and we must have the incorrect item returned before investigating.

We aim to ensure that you are entirely satisfied every time you place an order online. If you are unhappy with an item when you receive it or if you simply change your mind please return it to us unused and undamaged, having taken reasonable care of it and complete with product packaging, instructions and all components within 30 days from date of receipt for a refund of the purchase price.



The amount to be refunded by PhoneSwapStore.com will be confirmed via e-mail as there will be a 20% restocking fee applied to the value of the item (excluding delivery fees) Until you return items to us you are responsible for their safe keeping and taking reasonable care of them.



We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.

We aim to provide you with a replacement or refund on the same day that we receive your item back. If we receive the products after 3pm then this will be processed on the next working day.

We don’t currently have the ability to change an order once this is complete. What we can do in this event is provide you with a full refund and re-process the order.

If you still haven’t received your item within 48 hours of your estimated delivery date, please contact our Customer Services team on 0208 520 4965.

You may register with us when purchasing items using our website. Please ensure the details you provide us with on registration are correct and complete. You can access and update your details anytime using the “My Account”.

We may not have anyone registered using that email address. You need to use the email address that you registered with us.



You may have forgotten your password. If so, please select “forgotten my password” from the login screen.



You may not have created an account. If you completed your transaction as a guest you won’t have access to your account. If you wish to create an account, please contact our Customer Services team on 0208 520 4965..



We may be experiencing some technical difficulties. Please try reloading the page and trying again.



If none of these options fix the issue, please contact our Customer Services team on 0208 520 4965.

If you’ve created an account with us, you can do this by logging into your account:



Log into My Account

  • http://phone-swap.co.uk/password-recovery

  • Select “Change my password”

  • Follow the steps on screen

If you didn’t create an account at the end of your purchase, you won’t have a password. If you wish to track the status of your order you’ll need to contact our Customer Services team on 0208 520 4965.

No, we don’t currently have the ability to accept card payments over the telephone. All orders must be placed via the website using our secure payments system.

No, we don’t currently have the ability to accept card payments over the telephone. All orders must be placed via the website using our secure payments system.

If the unexpected happens and your phone or tablet develops a problem within your warranty period, please contact our Customer Services team on 0208 520 4965.

PhoneSwapStore.com offers a 12 month warranty on all phones and tablets purchased via the website. This will take effect from the dispatch date of the product.



In the unlikely event that you experience any technical problems with your product, the item’s warranty covers internal, technical issues only. Physical damaged caused to the item after receipt by the Customer, is not covered by the product warranty (which is included with the purchased item’s packaging).



Examples of technical internal problems that are covered by warranty include issues with: Microphone, Camera, Wi-Fi, internal speaker etc.



The item must be returned in the sale condition. The item must be returned with all its accessories present should the item fail to meet these conditions, it will be returned to the Consumer, at his/her expense.

We do a 100 point check on all of our phones and tablets. Each one is tested individually and is allocated a grade based on its physical appearance alone. The grades are explained below:

Brand New

Brand new phone with sealed original box and accessories.

Grade A+

New phone with original box and accessories.

Grade A

Cosmetically the phone won’t show any signs of use, there won’t be any scratches, cracks or scuffs to the screen or casing.

Grade B

Cosmetically the phone will show signs of use, including some minor scratches to the screen and casing.

Grade C

Cosmetically the phone will show signs of use, including some scratches and scuffs to the screen and casing. It won’t have cracks on the screen or casing.



All of our products have been tested by a gadget specialist and quality checked before being dispatched.

HOW CAN I GET IN TOUCH WITH YOU?

Telephone: 0208 520 4965


Email: sales@phoneswapstore.com


Write to us


PhoneSwap UK Limited


138 High Street


Walthamstow


London


E17 7JS


United Kingdom