Have a question? You are in the right place.

Our Frequently Asked Questions (FAQ) section covers everything you need to know about shopping with us.

If you cannot find the answer you are looking for, our customer support team will be happy to help. Get in touch and we will assist you as soon as possible.

 

1. Are your phones/tablets unlocked?

Yes! All our phones are SIM-free and fully unlocked, so you can use them with any network of your choice.

2. Do your devices come with original packaging and accessories?

Absolutely. Every device (aside from our CLEARANCE section) is brand new, boxed, and complete with original accessories, just as you’d expect from the manufacturer.

3. What is your return policy?

We offer a 14-day money-back guarantee, ensuring that all orders are eligible for a refund.

To qualify for a return:

  • Download, fill out, and include the return form with your item: Download Return Form
  • Items must be returned in original packaging, in a saleable condition, and with all original contents included.
  • Electronics must be factory reset, with no passwords or personal information remaining.
  • Including the completed form helps us process your return quickly and efficiently.

Refunds:

  • Once received and inspected, refunds will be issued to the original payment method.
  • Refunds are typically processed within 5 working days of receipt.
  • If the item shows signs of use beyond what is necessary to inspect it, we may make a deduction to reflect any loss in value.

If you’d like to exchange your item, this is subject to stock availability and may require:

  • 3–5 working days for retail customers
  • 7–14 working days for business and wholesale orders

Return costs and delivery:

  • Returns are free of charge, unless otherwise stated.
  • All returns must be sent using a trackable delivery service for your peace of mind.
  • We cannot accept responsibility for items lost in transit without tracking.

Non-returnable items:

  • If evident that the items are damaged due to misuse, incomplete, or not factory reset, they may be refused or partially refunded.
  • This does not affect your statutory rights regarding faulty or misdescribed goods.

4. Faulty or incorrect items

If your item is faulty, damaged, or not as described, please contact us as soon as possible and no later than 30 days from delivery.

Under the Consumer Rights Act 2015, you are entitled to:

  • A full refund, repair, or replacement if the item is faulty.
  • A full refund within 30 days if the fault is confirmed.

What to do if your item is faulty:

  • Contact our customer support team with your order number and a brief description of the issue.
  • We may ask for photos or videos to help assess the fault.
  • If a return is required, we will provide instructions and cover the return postage.

If a fault is confirmed:

  • You will receive a full refund, including the original delivery cost, or
  • A replacement or repair, subject to availability.

If no fault is found or the issue is caused by misuse, accidental damage, unauthorised repairs, or failure to follow manufacturer instructions, the item may be returned to you and a refund may be refused.

This does not affect your statutory rights.

5. Do you charge for delivery?

No, we are pleased to offer free UK shipping on all orders. Parcels are usually shipped within the first 48 hours to ensure quick and secure delivery.

6. How long will delivery take?

Our standard delivery timeframe is 1–7 working days, though we kindly ask customers to allow up to 12 working days during busy periods or in exceptional circumstances.

7. Which courier do you use for delivery?

We primarily use Royal Mail or Evri, which provide reliable and fast delivery service.
During peak periods, we may use alternative courier services to ensure your order reaches you on time. If this happens, you’ll be notified at the time of dispatch.

8. Will I receive tracking information?

Yes. Once your order has been dispatched, you’ll receive a tracking number so you can follow your parcel’s journey to your doorstep.

9. Do you ship outside the UK?

Currently, we only deliver within the UK. International shipping options may be introduced in the future.

10. What should I do if my order hasn’t arrived?

If your order hasn’t arrived within 12 working days, please contact our customer support team with your order number, and we’ll investigate the issue promptly.

11. Do you offer Buy Now, Pay Later options?

Yes. You can choose shop or Klarna at checkout. Both services let you split the cost into interest free instalments, so you can get your new phone now and pay over time. There are no hidden fees when you pay on time, and the application takes only a moment during checkout.

12. How do I use Buy Now, Pay Later?

Add your chosen phone to the basket, go to checkout and select shop or Klarna as your payment method. You will be guided through a quick approval step, then your order will be confirmed right away.

13. Are there any extra charges?

No, as long as you make your instalments on time. Klarna and shop do not charge interest for their standard instalment plans.

14. What are the Terms & Conditions of our 10% Off All Phones Promotion?

  1. The promotion offers 10% off selected products in the All phones collection only and runs until 23.59 pm on 26 February 2026.
  2. The offer applies exclusively to brand-new phones. Refurbished, used, or clearance items are excluded.
  3. The discount is valid on phones priced over £99.
  4. The promotion is available to new customers only. A new customer is defined as someone who has not previously placed an order with Fulfillment Goods UK.
  5. The discount can be used once per customer. Multiple uses, including through multiple accounts, are not permitted.
  6. To redeem the offer, customers must enter the promo code FGU2026 at checkout.
  7. The discount cannot be combined with any other offers, promotions, or discount codes.
  8. The promotion applies to qualifying orders only and does not apply to delivery charges.
  9. If an order using this promotion is returned or refunded, the discount applied will not be reinstated or reused.
  10. Fulfillment Goods UK reserves the right to withdraw, amend, or end this promotion at any time without prior notice.
  11. All purchases remain subject to our standard Terms & Conditions and Refund Policy.

15. What does a SIM-free phone mean?

A sim free phone is a handset you buy on its own, without being tied to any network. It is unlocked, so you can use any SIM card you like, switch providers whenever it suits you, and choose the plan that works best for your budget. It is ideal if you want flexibility or if you travel and prefer to use local SIMs abroad.

16. Do you sell refurbished phones?

Yes. Our CLEARANCE section includes refurbished and returned phones, as well as like new and boxed devices. We have a grading system (from A to C and F), while each item is clearly labelled, so you know exactly what you are getting before you buy.