FAQ - Frequently Asked Questions About TOPFONE4U!
Q: Will the phone and tablet work properly in my country?
A: Sure! All phones and tablets we sell can access 4G LTE data with all mobile carriers in the UK. All phones and tablets sold on this site are sourced from reputable suppliers in Hong Kong, EU and UK. To guarantee satisfaction for every customer, we make sure every phone and tablet will support English language. The main 4G LTE bands used in the UK are 800, 1800 and 2600mHz. Our phones and tablets will support at least two LTE bandwidth. All phones and tablets will be able to connect through 2G and 3G networks with any service provider unless specified otherwise.
Q: Can I use my phone or tablet right out of the box?
A: Definitely! All phones and tablets we sell are fully unlocked and sim-free. We install Google Play Store for Android phone if it did not come out of factory with one. This means to start using your phone, all you have to do is to insert your sim card and have the battery charged.
Q: What does the warranty covers?
A: We provide 12-month factory warranty for all mobile phones and tablets. As the products we carry are imported and thus not covered by the UK factory warranty, we will take care of all warranty claims with local factory warranty. All mobile phones and tablets are covered by warranty for 1 year from the day of purchase. Under warranty, we will repair or replace your device back to working condition. You will be required to ship your device to us for servicing and cost of parts might be charged subject to terms & conditions of the respective factory warranty. If your device is damaged due to accident or general wear and tear, we can still assist you with repair but you will be responsible for the cost for return shipping, parts and labour.
Q: How long does it takes for you to ship out an order?
A: We usually ship out within 2-3 business days after receiving an order. However, there are times when we have unexpected inventory shortages. In such cases, we will contact you through email to inform you about the expected date of shipment. You may choose to wait for re-stock or cancel it to receive full refund.
Q: Do I need to register for an account to place orders?
A: No, but we recommend you do. You are not required to register for an account in order to shop at Topfone4u. Your email address, payment and the delivery details are all we need. All order updates will be sent to your through ordering email. However, we strongly recommend you to register an account with us. With an account, you may opt to receive updates about our sales and offers that are exclusive to registered customers.
Q: What security checks will be taken to make sure my purchase is valid?
A: Rarely, we may contact you to request further proofs/documents from you to validate your order. We will do our best to contact you as soon as possible to minimize delay to your order.
Q: How can I cancel my orders when it is under process?
A: Please contact us through email for details regarding cancellations. We will hold your order once we have received your request and process with refund as soon as possible. Administration fee may be deducted from your refund if an order has already been dispatched, requiring us to pay for its return shipping.
Q: Can I claim manufacturer cashback/rebate for items the bought from your website?
A: Sorry, you cannot. Goods that are purchased from our website are not eligible for cashback or rebate at their respective manufacturers.
Q: If an item I purchased has dropped price after the transaction, will you refund the price difference?
A: Sorry, we do not. As our listing price is directly affected by the frequent changes in sourcing costs, we are unable to issue a refund of the price difference.
Q: Why is my phone/tablet not displaying English?
A: We do our best to make sure all electronic items we sell will display English language by default. Unfortunately, sometimes an item may display another language right out of the box. Should this occur on your purchase, please contact us through email. Our technical support team will assist you to set the item into your desired language.
Q: What would be the language of the Manual for my ordered product?
A: The manual arrived with the box will come in the language of the sourced region that may not be in English. You will be able to find an online copy for the product at your local official manufacturer's site. Many recently released mobile devices do not come with a manual at all.
Q: Will I receive the official power charger with my order?
A: Yes, you will. The item you have purchased will come with the original charger. If the charger that is included in the box is not compatible with your local plug, we will provide an UK-adapter with the order free of charge.
Q: How can I pay for my order?
A: We currently accept credit cards issued by Mastercard, Visa, Discover and Amex via Paypal Express Checkout. We also accept payment directly through PayPal and PayPal Credit. We strongly recommend you to check out by registering or logging into a Paypal account - you will receive extra protections as a buyer and Paypal may offer you extra discount on purchases.
Shipping and Delivery
Q: Do you offer free shipping on orders?
A: Yes for most orders. We offer free shipping service on all orders that include at least one mobile phone or tablet. Orders will be shipped with courier service provided by Royal mail, DHL, DPD, Myhermes and UPS. Please allow 5-12 working days from ordering date until delivery unless stated otherwise in the description. It may take a little longer to delivery for remote or rural locations. You can also pay a little extra to upgrade to express delivery service and your shipment will be delivered as fast as 2-3 working days from dispatch.
Q: Can I pick up my item at your location?
A: Sorry, you cannot. We are sorry to inform you that we do not have a retail location, we only trade online.
Q: Where do you ship to?
A: Shipping is free to the United Kingdom (including England, Scotland, Wales and Northern Ireland) and EU Countries, All our shipping are fully tracked.
Q: Do you ship to PO Box address or hotel?
A: No. We do not ship to PO BOX or Hotel
Cancellation & Return
Q: How do I return my order?
A: Before returning your order, please contact us through email. We will provide instructions for your return. Non-authorized return requests (without noticing us first) may not be processed.
Q: Can I cancel my order if I change my mind?
A: Yes, you can. You can submit cancellation requests by sending us an email as soon as you can. We will proceed with your request once we have received your message. You will be eligible to pay for return shipping and a restock/administration fee may be charged for processing a return if the order has already been dispatched.
Q: When can I expect a reply to my email messages?
A: Our business hours are Monday - Saturday 9:00am - 6:00pm UK Time. We can usually answer your request within 24 hours or on the next business day.