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How to track your order
Once your order ships you’ll receive an email with a tracking link. You can also track any ticket or order from the Help Center at any time. Go to Account → Orders, open the order, and select “Track shipment”. Tracking can take up to 24 hours to update after dispatch.
Read moreUnderstanding our refurbished grades
Every refurbished device is fully tested by our experts and graded: Pristine — excellent condition, little to no signs of use. Very Good — light cosmetic wear only. Good — visible wear but fully working. All grades are functionally perfect and covered by our 12-month warranty.
Read moreSetting up your new phone
1. Charge the device fully before first use. 2. Insert your SIM and power on. 3. Follow the on-screen setup to connect to Wi-Fi and sign in. 4. Restore from a backup if you have one. Need help moving data across? Open a ticket and our team will guide you.
Read moreOur shipping options explained
We offer free, fully-tracked standard delivery on every order, and free shipping on orders over the threshold shown at checkout. Orders placed before 10pm are dispatched the same day. Delivery estimates are shown at checkout based on your address.
Read moreHow to request a return or refund
You have 14 days from delivery to request a return for any reason. Open a ticket with your order number and we’ll send a prepaid label. Refunds are processed within 3–5 business days of us receiving the item.
Read moreKeeping your account secure
Use a strong, unique password and enable two-factor authentication where available. We will never ask for your password by email. If you notice suspicious activity, change your password immediately and open a ticket marked Urgent.
Read moreFrequently asked questions
How long does delivery take?
Standard delivery is free and fully tracked, typically arriving within 2–4 business days. Orders placed before 10pm are dispatched the same day.
What is your return policy?
You can return any item within 14 days of delivery for a full refund. Just open a ticket with your order number and we will send a prepaid return label.
Do your devices come with a warranty?
Yes — every device includes a free 12-month warranty. If anything is not right, we will repair or replace it.
What payment methods do you accept?
We accept all major cards (Visa, Mastercard), PayPal, Apple Pay and Google Pay. You can also pay by direct bank transfer at checkout.
Can I change or cancel my order?
If your order has not yet shipped we can usually change or cancel it. Open a ticket as soon as possible with your order number and we will do our best.
What does “Refurbished” mean?
Refurbished devices are pre-owned products that have been fully tested, cleaned and certified by our experts, then graded Pristine, Very Good or Good. All are covered by our warranty.
How do I track my support ticket?
After opening a ticket you receive a reference like EGS-XXXXXX. Use the “Track a ticket” section on this page with your reference and email to see status and replies anytime.
No results — try opening a ticket below.
Still need help?
Open a ticket and our support team will get back to you. Add screenshots or files to help us resolve it faster.
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Enter your ticket reference and email to view status and conversation.