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Frequently Asked Questions

General

Q: Are your phones brand new?
A: Some of them! We have a wide range of handsets in various conditions. The phones that are brand new will be clearly marked as such, as will devices that have clearly been previously used.

Q: Why does this used phone cost more than that one?
A: The condition of any item will affect its value. The pristine BMW M3 in your local Auto Trader will cost you more than the one with an extra 50,000 miles and dents in every door. It’s exactly the same principle with mobile phones.

Delivery

Q: How long will it take for me to receive my order?
A: Orders placed before 1pm will be shipped the same day. Usually you can then expect to receive your package the next day but we do ask that you allow upto 5 days before you start making frantic calls to our customer service team, as delays can happen from time to time.

Q: What if I want it sooner?
A: We offer a next day shipping option to our mainland UK customers. This will mean your package will be sent using the Royal Mail Special Delivery service, which guarantees delivery before 1pm the next day. Our international friends may also find value in our expedited delivery options.

Security

Q: Is your website safe?
A: All transactions on our website are handled over a 256 bit encrypted connection, which is the same level of encryption that is used by high street banks and many government websites. It’s also important to note that we do not store any payment details on our server, so when you leave our website you take all of those details with you — keeping them safe in the process.

Returns

Q: Can I return my item?
A: Absolutely. We offer a 14 day, no quibble return policy with every order. So you can return the item within 14 days of receiving it. If you’re outside of that window, you’re still protected by our comprehensive warranty.

Q: What warranty comes with your products?
A: This varies from product to product but as a general rule, brand new products come with a 12 month warranty, while our catalog of used items come with a 3 month warranty.

Customer Service

Q: What are your opening times?
A: Our website is obviously available 24/7 but our customer service team is on-hand from 9am to 5:30pm on weekdays and 9am to 3pm on Saturday.

Q: How can I contact you?
A: You can reach us by phone on 0800 888 6497 or by emailing us at help@luvfone.co.uk.


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