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, in original packaging, complete with original accessories and professionally configured and tested before dispatch.
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 RoyalMail delivery service we provide.
- 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 3–9 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 T & C's of your promotions?
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5% or 10% off selected products promotions run for a specific amount of time (specified by the timer on our homepage).
- The offers apply exclusively to brand-new items: select mobile phones, Samsung tablets and Apple smartwatches. Clearance items are excluded.
- The discounts are valid on items priced over £90.
- Unless you've received your own code via email, our promotions are available to new customers only. A new customer is defined as someone who has not previously placed an order with Fulfillment Goods UK.
- Any discount can be used once per customer. Multiple uses, including through multiple accounts, are not permitted.
- To redeem the offer, customers must enter the promo code at checkout. The discount is not added automatically.
- The chosen discount cannot be combined with any other offers, promotions, or discount codes.
- The promotion applies to qualifying orders only and does not apply to delivery charges.
- If an order using a promotion is returned or refunded, the discount applied will not be reinstated or reused.
- Fulfillment Goods UK reserves the right to withdraw, amend, or end promotions at any time without prior notice.
- 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.
17. Do your phones come with a manufacturer warranty?
All our devices are supplied SIM-free and unlocked.
Several models may have a software configuration that differs from the manufacturer’s official EU/UK release. In such cases, the manufacturer’s warranty may not apply.
Selling devices in this form allows us to keep prices more competitive while also upcycling brand new devices that might otherwise not have been sold. It’s a way of reducing waste while offering a more affordable option to customers.
This does not affect your statutory rights under UK consumer law. All purchases are covered by our seller warranty, including a 14-day return period for any reason and a 30-day return or refund if the item is faulty or not as described.
17. Do you offer additional warranty?
Yes! A 3-month extended warranty can be added at checkout. The price depends on the warranty band, which is based on the item’s price.
The extended warranty begins after your 30-day return period has ended and covers mechanical or electrical faults that should not occur during normal use.
It does not cover accidental damage, liquid damage, misuse, unauthorised repairs, loss, theft or attempted theft, or cosmetic damage that does not affect how the product works.
