Frequently Asked Questions
Frequently Asked Questions
Got a question? You'll most likely find the answer below. If not, our team is happy to help — just email therepairplusuk@gmail.com (Monday to Friday, 10:00–18:00).
Orders & Payment
What payment methods do you accept? We accept secure payments via Shopify Payments (including major debit and credit cards) and PayPal. Your payment details are handled directly by these providers and are never stored on our systems.
Do you charge VAT? No. We are not VAT registered, so no VAT is added to your order. The price you see is the price you pay (excluding any delivery charge).
Can I change or cancel my order after placing it? If your order hasn't been dispatched yet, contact us as soon as possible at therepairplusuk@gmail.com and we'll do our best to help. Once an order has been dispatched, it can't be changed, but you may still have a right to return it (see Returns below).
I've placed an order — what happens next? You'll receive an order confirmation email straight away. Once your order is dispatched, we'll send a second email with your Royal Mail tracking details.
Shipping & Delivery
How much is delivery?
| Service | Delivery aim | Cost |
|---|---|---|
| Royal Mail Tracked 48 | 2–3 working days | FREE on every order |
| Royal Mail Tracked 24 | 1–2 working days | £3.49 |
| Royal Mail Special Delivery | Guaranteed next working day | £9.99 |
Is shipping really free? Yes — every order ships free as standard on Royal Mail Tracked 48. You only pay if you choose a faster service.
How quickly do you dispatch orders? We process and dispatch orders Monday to Friday (excluding bank holidays), and aim to send same or next working day, subject to stock and payment clearance.
Can I track my order? Yes. Every order is sent on a fully tracked Royal Mail service, and you'll get tracking details by email once it's dispatched.
Do you ship internationally? Yes, we ship to the UK and internationally. International delivery options and costs are shown at checkout based on your destination.
Will I have to pay customs or import charges? For international orders, any customs duties, import taxes or handling fees charged by the destination country are your responsibility and aren't included in our prices or delivery charge.
My tracking says delivered but I haven't received it — what should I do? Royal Mail records a delivery scan and confirmed GPS location at the point of delivery. Please first check with neighbours and any safe places, then contact us with your order number and we'll investigate with Royal Mail.
Returns & Refunds
What is your returns policy? We offer a 30-day returns policy. If you're a consumer, you also have a statutory 14-day right to cancel an order from the day you receive it. Full details are in our Returns & Refunds Policy.
Can I return an item if I've changed my mind? Yes, if you're a consumer, within the 14-day cancellation window — provided the item is returned in the same condition it was delivered: unused, unfitted, and with original packaging and seals intact. Once a part has been fitted or installation has been attempted, it can't be returned as unwanted.
My item arrived faulty or damaged — what do I do? Contact us within 30 days at therepairplusuk@gmail.com with your order number and photos or video of the issue. If it's a genuine fault, you're entitled to a full refund, repair or replacement.
How do I return something? Email us first so we can confirm the return address and instructions. Package the item securely, use a tracked service, and keep your proof of postage — you're responsible for the item until it reaches us.
How long do refunds take? Once we've received and inspected your return, refunds are issued to your original payment method within the timeframes set out in our Returns & Refunds Policy.
Who pays for return postage? We cover return postage for faulty or incorrect items. For unwanted items returned under the 14-day cancellation right, return postage is your responsibility.
Warranty & Faulty Items
Do your parts come with a warranty? Yes. We offer a 30-day warranty against manufacturing defects from the date of delivery. For consumers, this is in addition to your rights under the Consumer Rights Act 2015.
What does the warranty cover? It covers genuine manufacturing faults — defects in materials or workmanship that were present at the time of delivery.
What is NOT covered? Mobile phone screens and parts are fragile and depend on careful handling and correct installation. We can't cover:
- Cracked, scratched or physically damaged screens or parts
- Accidental or impact damage (drops, knocks)
- Water or liquid damage
- Damage caused during installation, fitting or removal
- Misuse, neglect or normal wear and tear
If a part has been damaged by the customer or during fitting, it falls outside the warranty.
How do I make a warranty claim? Email therepairplusuk@gmail.com with your order number, a description of the fault, and supporting photos or video. We'll review it and let you know the next steps.
Products & Compatibility
How do I know a part will fit my device? Please check the product description and your device model carefully before ordering. If you're unsure, get in touch and we'll do our best to help you find the right part.
Do you recommend professional installation? Yes. Phone parts — especially screens — are delicate, and incorrect fitting is one of the most common causes of damage. We strongly recommend installation by an experienced technician. Damage caused during installation isn't covered.
Trade & Business Orders
Do you supply repair shops and businesses? Absolutely. We supply both trade and retail customers. If you order regularly or in volume, get in touch at therepairplusuk@gmail.com and we'll be glad to help.
Are business orders treated the same as consumer orders? Business customers don't have the 14-day consumer cancellation right, but faulty goods are still covered by our warranty. See our Terms and Conditions for full details.
Contact
How do I get in touch? Email us at therepairplusuk@gmail.com. Our customer service team is available Monday to Friday, 10:00–18:00 (UK time), and we aim to respond as quickly as we can.
Where are you based? We're an online business operating from Manchester: Repair Plus, 110 Waterloo Road, Manchester, England, M8 8AF