Frequently Asked Questions
SmartFoneStore specialise in the sale of used smartphones and tablets. All our products are working, factory reset, fully tested and carefully graded.
Our office is open Monday to Friday from 09:30 until 17:30 and you can call us between those hours on 0207 404 6466. We don’t have any of those automated phone services so you’ll get through to a real person, imagine that! Please quote your order number in any correspondence. If you’d prefer not to call you can email us at firstname.lastname@example.org. We always reply and endeavour to do so within 24 working hours. Before contacting, have a browse through the FAQs as they‘ll probably provide you with the info you’re looking for.
The internet is our shop front! Like most online retailers, we’re based in a warehouse rather than a shop so for safety reasons we can’t really allow viewings or collections. However, we’re really strict with our grading system and our dispatch is very quick.
All our products ship in our own branded boxes and we think they're great! They're made from 100% recycled card and have space for a cable and a SIM pin. The product will be protected in a shiny purple bubble bag. Have a look at a pic below.
We sell a great range of accessories and if you purchase a smart phone, watch or tablet, you'll be subject to discounts on accessories for up to half the price of the recommended retail price. Just add the smart phone, watch or tablet to the cart and you'll be offered a chance to purchase from an exclusive list of discounted accessories. We also offer the option of free cables for some models. Please note, the quantity of discounted accessories is restricted to the amount of compatible devices in your cart.
Yes. All paperwork provided will have the IMEI number printed on it.
Yes but to avoid hassle, it’s recommended that you purchase a SIM unlocked product. Some of the networks above ‘piggy back’ off the major UK networks. For example, you can use a Giff Gaff/ TESCO Mobile SIM in a product locked to O2. If you’d like to use one of the networks above in one of our locked products, it’s advisable to contact them to find out which major network they ‘piggy back’ off.
Yes. However, it’s definitely worth contacting your network provider to notify them of your new product and to see if they can adjust your tariff to the product you have. Smart phones and tablets typically use a lot of data so you may need to ask for more. You may even end up saving some money.
Your network provider should provide you with what you need upon request. We’d advise to arrange this before purchasing so you can get up and running as soon as possible. You can get adaptors to allow a micro/ nano SIM to work in a product that requires a standard sized SIM so you’re not without a phone for any period of time.
We must stress that this is very unlikely and should it occur we will always guarantee to replace any handset purchased from us regardless of warranty, so you're always safe with us. We have systems in place that help to prevent the selling of handsets which are blocked and work closely with the police and CheckMend, the international database for stolen property. Before we receive our stock it’s checked, while it’s in stock it’s checked and before it’s dispatched it’s checked.
No. When our stock is received we fully test, grade and sell. There’s no tinkering involved!
New products ship in the original sealed box with the original accessories and full manufacturer warranty. Graded devices ship in our own packaging with a 12 Month warranty, SIM pin (if applicable).
Feeling unsure what to choose? Let us help….
- New = A completely brand new device in the original sealed box with original accessories.
- Pristine = A like-new, fully functioning device with a completely flawless screen and body.
- Grade A = The item will be pristine and come with our 12 Month warranty. It comes in our own branded box.
- Very Good = A fully functioning device with very light, hardly visible signs of use. Possible very light signs of wear on screen, invisible when in operation.
- Good = A fully functioning device with light but visible marks on the screen and body.
- Fair = A fully functioning device with obvious signs of use including potentially deep scratches on the screen and possible dents and chips on the body.
All of our phones (except brand new) are thoroughly tested and working but, just in case, we do offer the 12 Month warranty. Our 30 day no quibble returns policy gives you peace of mind.
If you’ve treated yourself to a ‘brand new’ phone please make sure you want it before you open it as we can’t accept returns on opened, unwanted, ‘brand new’ items.
If you’re buying the very latest product it’s safe to assume it will have some remaining warranty and brand new phones will come with full warranty but for other phones we just don’t know. Due to receiving large volumes of stock we can’t check the individual handsets, apologies for any inconvenience.
We don’t mean to boast but we have a lot of phones so we can’t go taking photos of each one, however, if you’re not happy with the condition you can use our 14 day no quibble free returns service to send it right back!
We sell products for use on all major UK networks: O2, Orange, TMobile, Vodafone, 3 and EE. We also sell SIM unlocked products which will work on all networks. Make sure you select the network compatible with your SIM. Some tablets are WiFi only which means that connectivity is restricted to a WiFi network in the home or workplace.
Also known as Factory Unlocked or SIM Free, SIM Unlocked means that a product will work on any Network. The products have not been ‘rooted’ or ‘jailbroken’ and you can update the software in the normal way.
Yes, you can! You may want to check with the original network provider or the manufacturer to verify this or you might consider purchasing a factory unlocking service from a high street or online retailer. Jail-breaking or Rooting will invalidate our 12 Month warranty and any manufacturer warranty that may be remaining, so beware!
We won’t give away your details and we won’t give you anyone else’s either. Them’s the rules.
EE locked products will certainly work with both an Orange and TMobile SIM. However, it’s not always certain that an Orange locked product will work with a TMobile SIM and vise versa. It’ll be worth contacting your network provider to see if this is the case.
No. We currently do not supply contracts, PAYG deals or SIM cards.
Yes please!!! And you'll get discount! Send an email to email@example.com and we'll get you started.
You can get 0% finance on purchases over £99! Subject to status Terms and conditions apply. Just select PayPal credit at checkout to apply. Click here for more information.
Making an order is easy. You can type the model you’re looking for in the search bar above or you can browse all of our stock using the filter on the left of the page. You can view detailed information on the product you’re interested in by clicking the links in the product box; Grading Definitions, Product Information and Gallery. If the product is in stock, click on the grade you’d like and follow the instructions to create an account or log in and make the Payment. Make sure you select the network compatible with your SIM.
It's ok, we receive loads of stock on a daily basis. We don’t order to demand and we receive stock on an “as and when” basis which means it’s difficult to pin point exactly when we’ll receive a specific product but you can use the stock notification system (See below). We don’t have the facility to take pre orders, deposits or to hold stock for customers, sorry!
Yes. If you’re desperate for something, you can request to receive an email notification when the product you’re interested in becomes available. You’ll need to click 'Browse All', filter the search and select the product you'd like, then click the 'Notify Me' button and follow the instructions. You'll then receive an email as soon as we get the item in stock. This doesn’t guarantee you’ll receive the product as we operate on a first-come-first-served basis and if you miss out, you’ll need to register your details again.
Sorry no. Payment is made via our website only. We accept all major credit and debit cards and PayPal.
As we use Royal Mail Special Delivery, orders placed before 2pm on a Friday are only guaranteed to be delivered on the following Monday before 1pm. In our experience Royal Mail occasionally deliver on a Saturday however, this is not guaranteed. Royal Mail don’t deliver on Sundays or Bank Holidays. Delivery times vary for large orders and busy periods.
Typically, orders placed before 2pm on a working day are shipped the same day for guaranteed delivery the following working day before 1pm. Delivery times vary for large orders and busy periods.
We use Royal Mail Special Delivery to dispatch our products in the UK. Your delivery will be insured and delivery is very quick. Delivery methods may vary for larger orders.
Delivery is free!
Certainly. As soon as your order is dispatched, we send tracking information to your email address.
Your tracking number is sent by email the second your order is dispatched. You'll usually receive the tracking details within 48 hours of placing the order. When you do receive the details you can assume that the order will be with you the following day before 1pm.
If your order has been dispatched and you’ve received a Royal Mail tracking number you can find detailed information on the status of your delivery on the Royal Mail Track and Trace website. If your delivery has failed and you haven’t heard from Royal Mail, you’ll need to contact them and arrange redelivery or collection.
If you suspect that the package has been tampered with, you shouldn’t accept it from Royal Mail. If you believe the product has been damaged in the post, please follow the instructions on the rear of your delivery note regarding the returns process. We provide a prepaid Special Delivery returns envelope on request. We’ll issue a replacement upon receipt of the damaged handset subject to stock availability and we’ll handle any issues with the delivery service.
Regrettably we are currently unable to ship orders outside of the UK.
Click here to request a refund or exchange. You'll need your order number and the email address you used when creating the order.
Yes of course! Our pre-paid envelopes are sent by Royal Mail first class and usually take 2-3 working days to arrive. If you have been waiting over a week for your pre-paid envelope, please email us quoting your order number at firstname.lastname@example.org stating that you've not received it and we'll arrange for another to be sent to you asap.
if you receive your product and find that you’re not happy with it or you've changed your mind, that’s fine. You can return it to us within 30 days of the order date for a refund. The original postage cost will not be reimbursed for unwanted products. We cannot fully refund for opened 'brand new' items. In the unlikely event that your product becomes faulty, you’re welcome to return it to us within our 12 Month warranty period. We’ll always resolve any issues and we can either refund or replace upon request. Please follow the steps on the rear of your delivery note regarding the return of your item. We provide a prepaid Special Delivery Returns Envelope upon request. If your product is covered by the manufacturer’s warranty it’s advisable to obtain a replacement or repair via that route. Manufacturers typically carry out full diagnostic repairs or replace with a brand new product, whereas we will either refund in full or replace with another used product subject to your request and stock availability. We'll also reimburse your original postage cost. Click here to request a refund or exchange. You'll need your order number and the email address you used when creating the order.
No problem. Click here to request a refund or exchange. You'll need your order number and the email address you used when creating the order. Once you receive the prepaid envelope, place your product in its box with the cable (keep the cable if it's a used Lightning cable please) making sure it’s securely wrapped. Please include a piece of paper detailing your order number, the reason for your return and whether you require a refund or exchange, place everything in the prepaid envelope and take it to your local post office. Please make sure to obtain and keep a receipt as proof of postage. We can’t accept responsibility for any products returned to us by any other means.
If you’ve requested a full refund, we’ll process it as soon as we receive your product. If you’ve requested a replacement, we’ll get it dispatched as soon as we receive your product subject to stock availability. If we haven’t got what you need we’ll either replace with a compatible equivalent, ask you to wait until we do or refund you in full. We’ll contact you either way.
Unfortunately not. If you require a different model as a replacement, please choose refund and place a new order at your convenience.
Yes. Log in to your account and click ‘Modify details’.
Don’t worry. You can retrieve your password via email. Click on account and then click the Forgotten Password button. Follow the instructions and you’ll receive an email with your password.