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Need help? - Help Centre - Fone Store

Help Center

Need help with an order?

We ofer various methods to contact us. Call , Email and Livechat. 

Telephone: 020 7097 1604

Email: use the contact us form. Livechat the grey chat box will appear when available.

When it comes to grading the Used, Second-hand and Refurbished Devices we understand that this can be difficult. So we use a few combined methods to get it right as possible


a) Each grade needs to fit a specification grade list 

b) Each device is assessed by at least 3 technicians and finally graded by our quality assurance team.


Grades

''Pristine' The device should be in Pristine condition. If there are signs of use (if any) these must represent minute scuffs that cannot be seen from 12 inches away


''Very Good' The device considered to be in Excellent condition by technicians with only slight signs of use. No deep scratches on screen with minor/minimal scuffs limited to the casing


''Good' The device that you would expect to show signs of average usage but no cracks or missing parts and in great working order.  


''Acceptable' The device is in Fair Condition. Cosmetically the device will show heavy signs of use, including scratches and scuffs to the screen and casing. It won’t have cracks on the screen or casing..  


Devices with conditions outside of the above will have explicit details in description.

All devices are tested using Fone Store's unique diagnostic software which also wipes all data seen and hidden in cache


At Fone Store we offer an easy 30 day money back guarantee if you are not happy. Money back or a replacement device - you choose.

We know at times you may need to return your purchase for a variety of reasons so we've made it as painless as possible. Just click this link and fill out the booking form. We will send you the full instructions by email 

Fone Store Returns


Here at Fone Store we are happy to match or beat any reputable competitors. Just click the Price Beat/Offer button and you will get a response in a few hours.

However we have consistently seen price beat offers from companies that are not in the UK or do not hold stock.

Easy way to find out! 

Do they offer Next Day Delivery? if they do not

a) They may be abroad

b) Don't hold stock wait for your order and try to obtain. Your never guaranteed to get the item you wished for.

We accept all major credit cards via Shopify Gateway & Paypal. We do not store your card details and these processed securely by Shopify. We also accept Paypal and you can even use your American Express card through them. If you prefer to do a direct bank deposit then send us an email and we can get this arranged. Customers can also use Klarna and Amazon if they wish to do so.


We offer worldwide delivery. For local UK deliveries we use Royal Mail & UPS. Internationally we use UPS, Fedex and DHL. Various delivery methods including Free,  Next Day Delivery and even Weekend are on offer and these can be seen at checkout. 

Also see About Fone Store

We have been around since 2000. Thats a good few Years and over a million customers. Our Facebook and Twitter accounts have 10s of thousands of followers and we have over tens of thousand reviews on Trustpilot rated 5* Excellent!. We strive for perfection however if inevitably things dont pan out we will do every thing in our power to rectify. We never share your details and our entire site is secure. So in short yes :)

All products have a 12 Month Warranty (99%) unless explicitly stated in the first part of the description. Refurbished products also come with a 12 month warranty with the batteries warranty at 6 Months. 

Yes - just contact us with the product(s) in question and quantity and our trade team will see what they can do


We have been supporting the medical and educational departments during the COVID19 pandemic. 

Most of our devices will will come Unlocked or Sim Free. This mean that you can use on any network like EE , Vodafone , 3 etc. These can also be used in any Country.


You may find some devices on Fone Store that state they are Vodafone , EE Locked etc. These devices will work only on those specified UK networks. However you can get these devices unlocked at a cost (check eBay or online) However we do not guarantee that this will always work.

Firstly most of our refurbished / Second-hand products prices are not liable for VAT under the marginal scheme. So no VAT is added or included in the price. What you see is what you pay for all customers (worldwide).


Other non refurb / non used products will have a clear breakdown of VAT at checkout and the product page price will include this.


For UK customers there is no additional taxes or duties to be paid. Product Price + Shipping thats it.


For Customers outside of UK if the product has VAT then this will be removed at checkout. However you may be liable for Taxes and Duties by your countries customs department.

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