Frequently asked questions - FAQs — Phones Direct
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Frequently Asked Questions

Payment Options

We aim to be as flexible as possible so you can choose from PayPal (including Pay in 3), American Express, Visa and Mastercard (both credit and debit), Apple Pay and Google Pay.


All orders over £100 are sent free of charge. If your order is under £100 there is a £4.75 delivery charge.

Our devices are listed as either:

In stock - Order before 2pm and choose free next day or weekend delivery

Orders of these devices received before 2pm Monday - Friday will be dispatched the same day. Orders received after 2pm will be dispatched the next working day. Orders received at the weekends (including Bank Holidays) or after 4pm on a Friday, will be dispatched the next working day.

- or -

In Stock. Delivered within 3-4 days (excluding weekends and bank holidays).

These devices have a slightly extended delivery time but will always be shipped as quickly as possible.

30 day money back guarantee

30 day money back guarantee – If you are not entirely happy with the product, then as long as returned in the same condition as it was sent to you, within the 30 day cooling off period we will provide you with a full refund.


All our awesome devices come with a 12-month limited warranty giving you complete peace of mind. Any technical problems with the device are then covered for the first 12 months.

Of course, if you break the screen or smash the back cover then these, or other such problems caused by “user error” are not covered under the warranty. However, please speak to us as we might be able to repair your device in such instances at a very reasonable price.

Returns & refunds

If you need to return your device to Phones Direct for whatever reason, please email or speak to one of the team to get a returns label and returns sheet. You can call us on 03333 442460 or email us at

Once you have the returns label and returns sheet, fill it in and send your device back to us. Please ensure you include your order reference and proof of purchase, so we know it's your order.

30 day money back guarantee – If you are not happy with the product, then as long as returned in the same condition as it was sent to you, within the 30 day cooling off period we will provide you with a full refund.

Please ensure you return the device in its original packaging with all the accessories (unused!) to receive the full refund. The cost of any used accessories will be deducted from the overall refund (where applicable).

In addition, prior to returning your device, you must:

  • Ensure you take a back-up of any information, personal data, software and other content on your device. You must do this before sending your device to us as your device may be erased, replaced, and/or reformatted according to repair, replace or refund in line with the warranty and / or 30 day return policy.
  • Remove all personal data from your device.
  • Remove all security passwords on your device*.
  • Ensure that Find My Phone has been erased from your iCloud or Google account*.

Note * It will not be possible to repair/replace/refund items returned with these issues still associated with the device.

Warranty Returns – in line with our 12 month limited warranty, if the device develops a technical fault relating to normal operation, then we will look to repair or exchange the product as quickly as possible for you to ensure you’re not without your phone for too long.

For a warranty return you only need to send the handset and the charging lead.

Please send the return item to:

Phones Direct Returns
Unit 2, Fulcrum 4,
PO15 7FT
United Kingdom

If you just change your mind return, the cost of postage is your responsibility. If the device is being returned under warranty for repair / replace, then the cost of return will be refunded to you unless the fault was caused due to your misuse / accident.

The limited warranty is to only cover manufacturer faults and does NOT cover/include the following:

  • Damage caused by improper use on purpose or by accident
  • Damage caused by liquid
  • Intentional damage
  • Damage caused by dropping the product or intentional mistreatment
  • Damage from any unauthorised repair or modifications to the device - including jailbreaking and unlocking.
  • Improper use of accessories
  • Improper use of accessories
  • Faults or damage from normal use – e.g. scratches to touchscreen
  • Battery life – We set our acceptable minimum battery health percentage to be 80% of the original manufacturers’ capacity.

SIM Free

All our devices are unlocked (SIM free), i.e. they are not locked to any particular mobile network / operator – so, you can definitely use your new phone from Whitebox with your existing SIM card!

Refurbished phones

Every handset is extensively functionality tested using PhoneCheck’s industry leading software. All cosmetics are rigorously reviewed to ensure compliance with our high standards. All devices are data cleansed, reset and where necessary, refurbished to ensure you have a top-quality product at the fraction of the price when new.

What's in the box

In the box there will always be your mobile phone, a USB charging cable and SIM pin.

Who are Phones Direct

Phones Direct is a UK company specialising in the sales of second life phones. You can find out more about us here.

How can I cancel my order?

If you need to cancel your order for whatever reason, please get in contact with us via email as soon as you can. Once we have cancelled your order, you will receive your refund within 3-5 working days.

How to contact Phones Direct

We are very easy to contact. Please either email us on the relevant email address below or pick up the phone to speak to one of the Phones Direct team in person.

For customer experience and general enquires:

Telephone: 0333 344 2460

Do you buy phones?

We don't buy phones, but we have partnered with to offer you an extra special deal when you sell your old phone with them. Once you've made a purchse from Phones Direct, we will email you a promo code to get you an even better price than is normally offered.

Trustpilot reviews

Phones Direct is rated "Excellent" on Trustpilot. If you'd like to find out what others have said about us please visit our Trustpilot page.