Frequently Asked Questions (FAQ)

Are all of your phones refurbished?

The Big Phone Store sells both brand-new and refurbished phones! 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 been previously used.

Why do some used phones cost more than others?

The condition of any item will affect its value. After all, the pristine BMW 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 and electronic devices. Heavily used phones, which may have significant wear and tear, are cheaper to buy than those without a scratch on them!

How long will it take for me to receive my order?

Orders placed before 3pm will be shipped the same day (except during holidays). Usually, you can then expect to receive your package the next working day but we do ask that you allow 3 to 5 days before you call our customer service team, as delays can happen from time to time.  Please note cannot deliver on Saturdays, Sundays, Bank holidays or any other Public Holiday and we will show the dispatch time and date on the product page which will be amended from time to time to account for holiday periods.

Do you offer next-day shipping?

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 either before 9am or 1pm the next day depending on which option you choose.  If you do not wish or are not able to wait in for your item then we suggest paying the little extra to guarantee delivery before 9am.  Please click here for our delivery page

How secure is my order?

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.

Can I return my item?

Absolutely! We offer a 14 day, no quibble return policy with every order. So you can return the item within 14 days of placing your order. If you’re outside of that window, you’re still protected by our comprehensive warranty should you encounter a problem with the phone.  Please click here for our returns page.

Are refurbished phones good for the planet?

Want to make sure you're making the right choice in buying a refurbished phone? Unsure on how buying a refurbished phone can be beneficial to the environment? Luckily for you, we've created a video to explain every little detail to you!

What warranty comes with your products?

All of our "Brand New" and "Refurbished" products come with a 12 month warranty (with the exception of products listed in "Poor" condition, which come with a 3 month warranty). Please click here for our warranty page. 

What is a refurbished phone?

A refurbished phone is a used or second hand phone that has been sold to us and then restored to full working condition before being sold to an end consumer. For more information, check out the video above!

What are your opening times?

Our website is obviously available 24/7 but our customer service team is on-hand from 9 am to 5:30 pm on weekdays.

How can I contact The Big Phone Store?

You can reach us by phone on 01902 256 300 or by emailing us here.

What does Dual Sim mean?

If you're unsure about what "Dual Sim" means, give this video a watch!

What is an E-Sim?

Not sure what E-Sim means? Luckily, we've created a video that explains exactly what they are, and why they may be useful!