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Frequently Asked Questions (FAQ)

Are All Of Your Phones Refurbished?

Not all of our phones are refurbished. We also stock Brand New Sealed devices, but the majority of our inventory consists of high-quality refurbished phones, graded from “Like New” to “Good” condition, to suit every budget.

Why Do Some Used Phones Cost More Than Others?

The price of used phones depends on factors like the model, storage capacity, condition, and battery health. For example, newer or higher-spec models in “Like New” condition will cost more than older models or devices in other grades.

How Long Will It Take For Me To Receive My Order?

To get your mobile phone delivered fast, we aim to dispatch all orders placed before 4 p.m. Monday- Friday and 11 a.m. Saturday. We use secure, eco-friendly packaging, too! Usually, you can expect to receive your package the next working day. Next-day delivery is free for orders over £150, while standard delivery is free for orders over £30!

Please note that delivery times and dispatch dates should be shown on the product page and may change during holiday periods, bank holidays, and weekends. While most packages arrive the next working day, we recommend allowing 3 to 5 days before contacting customer service about any delays.

For orders under £150, next-day delivery costs £9.99, while a £4.99 charge applies to orders under £30. For more information, visit our Shipping page.

Do You Offer Next-Day Shipping?

We offer a next-day shipping option to our mainland UK customers. Your package will be sent using the Royal Mail Special Delivery service and is free for all orders over £150! Click here for our Delivery page.

How Secure Is My Order?

Your order is completely secure. We use encrypted payment systems and comply with strict data protection standards to safeguard your personal information. Plus, all devices are tested and quality-checked before dispatch, ensuring a safe and reliable purchase experience.

Can I Return My Item?

Absolutely! We offer returns within a 45-day period. You must notify us of the return within 15 days of placing your order, and then you will have another 15 days to return your item to us. 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?



Yes, absolutely. Refurbished phones extend the lifespan of devices, reducing e-waste and conserving resources. By choosing a refurbished phone, you’re helping reduce the environmental impact of manufacturing new devices. It’s a sustainable choice for the planet. Lucky for you, we've created a video to explain every little detail!

What Warranty Comes With Your Products?

All our products come with a 12-month warranty, which covers material defects and ensures peace of mind. For added protection, you can upgrade to a 24-month warranty at checkout. Please Click Here for our Warranty page.

What is a refurbished phone?



A refurbished phone is a pre-owned device returned or traded in, often still in excellent condition. At The Big Phone Store, our refurbished phones undergo 90-point checks covering functionality, battery health, screen quality, and more, ensuring they perform like new. If any part falls short, we professionally replace it to meet or exceed factory standards. Save money with our quality-checked refurbished phones! For more information, check out the video above!

What Are Your Opening Times?

Our store is open Monday to Friday, 9:00 AM to 5:00 PM, excluding Bank Holidays, but you can shop online 24/7!

How Can I Contact The Big Phone Store?

You can reach us through the following channels:

  • Phone: Call our customer service team at 01902 256 300
  • Email: Send us a message at [email protected]
  • In-store: Visit us at Unit 9, Wednesfield Business Park, Waddens Brook Lane, Wolverhampton, WV11 3SF.

Our team is here to help!

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!

Do you include a VAT Invoice?

VAT is included with all sales concluded with residents of the European Union. We don't provide VAT invoices or receipts. This is because we sell second-hand goods and charge VAT under the margin scheme. Therefore, we cannot provide a separate VAT invoice/receipt.  VAT that is charged under the margin scheme cannot be claimed back as it can be with new goods.  

We display our VAT registration number in order to comply with the Government legislation.