Frequently Asked Questions (FAQ)

To kick off with we’ve compiled a quick summary of what we get asked the most.

Then take a look through our questions below. Click on the one that best suits your query and you’ll be taken straight to the answer! If we don’t answer your question here, then email us at shop@envirofone.com or call 0333 9990951.

How long does it take for my gadget to arrive?

We send all of our phones and tablets out via Royal Mail Special Delivery™. Items are dispatched the same day if ordered before 3pm Monday to Thursday, and you will receive this item the next day. For orders outside of this, please see estimated delivery days below:

Orders placed Monday to Thursday after 3pm Your item will be dispatched the next day, meaning you will receive the item the following day.

Orders placed after 3pm on Friday or over the weekend
Your item will be dispatched the next working day (Monday), meaning you will receive the item on the second working day.

Orders placed on a Bank Holiday
Your item will be dispatched the next working day (Monday or Tuesday), meaning you will receive the item on the second working day.

How do you grade your phones and tablets?

We do a 100 point check on all of our phones and tablets. Each one is tested individually and is allocated a grade based on its physical appearance alone. The grades are explained below:

  • New Boxed – A boxed ‘as new’ product that comes in its original packaging. Will show no signs of use and be in perfect working condition.

  • Refurbished As New Condition – A premium refurbished product which is ‘like new’ and has been restored to a very high standard. Will have no signs of use.

  • Refurbished Excellent Condition – A premium product which has no signs of use and is in excellent working order.

  • Refurbished Good Condition – An Excellent condition product that has very minor isolated wear and tear to the front, back or sides. This product is fully functional and in excellent working order.

  • Refurbished Average Condition – A used product that has signs of use. This may have moderate wear and tear to the front, back or sides. This product is fully functional and in excellent working order.


All of our products have been tested by a gadget specialist and quality checked before being dispatched.

Do you accept orders over the telephone ?

No, we don’t currently have the ability to accept card payments over the telephone. All orders must be placed via the website using our secure payments system.

How do I track my phone or tablet order?

If you wish to track the status of the order before dispatch, please log into your account and select “VIEW YOUR ORDERS”. shop.envirofone.com/myaccount You will then be able to view your tracking number which you can track on

https://www.royalmail.com/track-your-item

If you require any further assistance please contact Customer Services team on 0333 999 0951

How long does it take for my gadget to arrive?

We send all of our phones and tablets out via Royal Mail Special Delivery™. Items are dispatched the same day if ordered before 3pm Monday to Thursday, and you will receive this item the next day. For orders outside of this, please see estimated delivery days below:

Orders placed Monday to Thursday after 3pm Your item will be dispatched the next day, meaning you will receive the item the following day.

Orders placed after 3pm on Friday or over the weekend
Your item will be dispatched the next working day (Monday), meaning you will receive the item on the second working day.

Orders placed on a Bank Holiday
Your item will be dispatched the next working day (Monday or Tuesday), meaning you will receive the item on the second working day.

What if my phone or tablet arrives and the seal is broken?

We want to make sure you're getting the right product and that it's in one piece (with all accessories). Therefore all phones and tablets are checked, packed and sealed prior to shipping to ensure you receive the best service. If the seal to the box is broken, this could mean that this has been tampered with. Please contact our Customer Services team on 0333 999 0951.

What if my item doesn’t arrive within 48 hours?

If you still haven’t received your item within 48 hours of your estimated delivery date, please contact our Customer Services team on 0333 999 0951.

What if I need to change my delivery address?

If you would like to change your delivery address you will need to contact the Customer Services team on
0333 999 0951 to arrange a change of delivery address.

Will I be told when my gadget has been dispatched?

You will receive an email and a text message from us once your gadget has been packed and dispatched. Please visit your account to track the update of your order. shop.envirofone.com/myaccount

Can you deliver to a different address than my billing address?

Yes. If you want your goods to be delivered to a different address than your billing address, please ensure that you correctly fill in your personal information with this information.

Note, your billing address must match the address in which your card is registered.

If you need to change your delivery address after you receive your order confirmation email, you can either do this in the ‘my account’ area or contact our Customer Services team on 0333 999 0951

What delivery methods are available on your website?

We offer FREE Royal Mail Next Day Special Delivery™ on all of our phone and tablet orders.?

All accessories and additional electronics will be sent out via Royal Mail First Class post.

What should I do if my gadget arrives and it’s faulty?

Within 14 Days

If your item develops a fault within the first 14 days, please contact our Customer Service team on 0333 999 0951 to arrange a return. We will verify the problem and provide you with a replacement or full refund.

Over 14 Days

If you have purchased a phone or tablet from us, you are protected by our 12 months warranty cover. Please contact our Customer Services team on 0333 999 0951. We will verify the problem and provide you with a replacement or full refund.

If a `like for like’ replacement is not available, we will provide you with a full refund via the method in which you paid (e.g. debit card)

Please note that all returns should be sent in the original box including all accessories. If you fail to return the item in its original condition, we may charge you a fee or offer you a part refund to cover the cost of the missing items.

Will I have to pay for the postage if I need to return my gadget?

If you need to return your gadget due to a problem or fault within 14 days of purchase, Envirofone Shop will cover the cost of the postage. Please contact our Customer Services team on 0333 999 0951 to arrange a return slip to be sent out.

If you change your mind or are unhappy with your purchase please contact our Customer Services team on 0333 999 0951 and we will arrange for a returns slip to be sent via email. Envirofone will not cover the cost for the postage.

Phones and tablets

If you are returning your gadget due to a problem or fault within 14 days of purchase. We will send you a returns bag, Once received, complete the enclosed returns slip, place your phone or tablet including the box and accessories in the Special Delivery bag and take this to the post office to obtain a proof of postage receipt.

If you want to return your gadget outside of the 14 days or you have changed your mind about the purchase, but your gadget is within its warranty period, you will be eligible to pay the postage to return your gadget. We recommend that you use Royal Mail 1pm Special Delivery Service as this will insure your gadget up to a value of £500.

Once your item is received and the gadget is assessed, we will issue you with a replacement or refund.

Accessories

If your accessory is faulty within 14 days please contact customer services on 0333 999 0951. If your item is outside of the 14 days, you won’t be eligible for a replacement or refund.

What If my product becomes blocked or Blacklisted?

In the unlikely event that your gadget becomes blocked or blacklisted, please contact our Customer Services team on 0333 999 0951 to arrange a replacement product.

I’ve returned my product. When will I receive a replacement or refund?

Once your product has been received we will send you confirmation text message. We will aim to provide you with a replacement or refund on the same day that we receive your item back.

If we receive this back after 3pm then this will be actioned on the next working day.

If I require a replacement, can I have a different product than the original order?

We don’t currently have the ability to change an order once this is complete. What we can do in this event is provide you with a full refund and re-process the order.

The gadget I want isn’t in stock.How will I know when this is available?

If the gadget you want isn’t in stock at the moment, we’ll do our best to let you know when this comes in. Just provide us with your email address on the product page and we’ll let you know when this comes into stock. Note: Some products may take a while to come into stock due to supply and demand issues.

I can’t create an account

If you are having difficulty creating an account, this may be due to a number of factors:

You may have already created an account with us. If so, please select “forgotten my password” from the login screen.:

We may already have an account created with the same email address – If so, please contact our Customer Services team on 0333 999 0951. We may be experiencing some technical difficulties. Please try reloading the page and trying again.

If none of these options fix the issue, please contact our Customer Services team on 0333 999 0951

I can’t login to my account

If you are having difficulty logging into your account, this may be due to a number of factors:

We may not have anyone registered using that email address. You need to use the email address that you registered with us.

You may have forgotten your password. If so, please select “forgotten my password” from the login screen.

You may not have created an account. If you completed your transaction as a guest you won’t have access to your account. If you wish to create an account, please contact our Customer Services team on 0333 9990951.

We may be experiencing some technical difficulties. Please try reloading the page and trying again.

If none of these options fix the issue, please contact our Customer Services team on 0333 9990951.

How do I change my password

If you’ve created an account with us, you can do this by logging into your account:



If you didn’t create an account at the end of your purchase, you won’t have a password. If you wish to track the status of your order you’ll need to contact our Customer Services team on 0333 999 0951.

I’ve forgotten my password, how can I reset it?

In the event that you’ve forgotten your password, you can reset this by going to the login screen and selecting “forgotten my password”

shop.envirofone.com/myaccount

What payment methods can I use on your website?

We offer the ability to pay for your goods using a Debit or Credit Card.

Is it safe to enter my Credit Card details on your website?

YES. We are 100% safe. We offer a fully secure payment system by encrypting all the information through a secure socket layer (SSL).

Note: No card information will be stored by Envirofone Shop

How can I get in touch with you?

We have a number of different ways for you to contact Envirofone Shop:

Telephone: 0333 999 0951

Email: shop@envirofone.com

Write to us

Envirofone Shop
Guildford House
Lyme Green Business Park
Macclesfield
Cheshire
SK11 0LR

Social Media

Facebook: https://www.facebook.com/Envirofone

Twitter: https://twitter.com/envirofoneuk

My phone or tablet has arrived, but it’s missing some/all accessories.

If you receive your phone or tablet and it’s missing some/all accessories, please contact our Customer Services team on 0333 999 0951 and we will issue you with a replacement.

All phones and tablets will be sold with the following:

  • USB cable

  • Earphones

  • Information booklet

How do I cancel my purchase?

If you’ve received a sale confirmation email but you wish to cancel your order, you can do this by contacting our Customer Services team on 0333 999 0951. They will be able to assist you with a cancellation.

If this is out of working hours, please call at the first available opportunity. Our opening times are as follows:

Mon - Thurs, 9:00am – 5:00pm and Fri, 9:00am – 4:00pm

Can companies order gadgets?

Yes, any UK based consumer can purchase goods from Envirofone Shop. If you wish to purchase phones or tablets in bulk, please contact our sales team on 01625 665 807.

Is there a limit to the number of products that I can order?

No, you can purchase as many items of stock as you like. This is subject to stock availability on our website.

Do you accept orders over the telephone?

No, we don’t currently have the ability to accept card payments over the telephone. All orders must be placed via the website using our secure payments system.

Can I order if I live outside of the UK?

Unfortunately not. We only accept orders within the UK at this time.

What do I do if my phone or tablet develops a fault during the warranty period?

If the unexpected happens and your phone or tablet develops a problem within your warranty period, please contact our Customer Services team on 0333 999 0951. They will be able to assist you with a replacement.

What warranty period do you offer

What warranty period do you offer Envirofone Shop offer a 12 month warranty on all phones and tablets purchased via the website. This will take effect from the dispatch date of the product.

How do you grade your phones and tablets?

We do a 100 point check on all of our phones and tablets. Each one is tested individually and is allocated a grade based on its physical appearance alone. The grades are explained below:

  • New Boxed – A boxed ‘as new’ product that comes in its original packaging. Will show no signs of use and be in perfect working condition.

  • Refurbished As New Condition – A premium refurbished product which is ‘like new’ and has been restored to a very high standard. Will have no signs of use.

  • Refurbished Excellent Condition – A premium product which has no signs of use and is in excellent working order.

  • Refurbished Good Condition – An Excellent condition product that has very minor isolated wear and tear to the front, back or sides. This product is fully functional and in excellent working order.

  • Refurbished Average Condition – A used product that has signs of use. This may have moderate wear and tear to the front, back or sides. This product is fully functional and in excellent working order.


All of our products have been tested by a gadget specialist and quality checked before being dispatched.

Will my gadget be compatible with my current SIM card?

If you have selected a network locked gadget (e.g. EE/Vodafone/O2), you will need to ensure that your SIM card is compatible.

If you’ve selected a SIM FREE gadget, any UK SIM card should work in this gadget.

You will need to check the type of SIM card that your new gadget has as these can vary. To check this, find your gadget on the website, go to Technical specs, and go to the section called “SIM type”. This will tell you the type of SIM card you will need.

Do you have a shop where I can come and view/collect your stock?

Unfortunately not. Our stock is all kept in our secure warehouse and for safety reasons we don’t offer viewings or collections.

Can I use Giff Gaff/Tesco mobile/ASDA mobile/Lyca/Lebara/Virgin/Utility Warehouse SIM cards in your gadget?

If you have purchased an Unlocked gadget you will be able to use any network Sim.
Please check with your network provider if your Sim card will be compatible with any of the networks listed

I have a standard SIM card and the gadget I purchased requires a micro/Nano SIM. What should I do?

If you require a new SIM card, please contact your network service provider to arrange delivery of a new card. They should be able to transfer your phone number onto this new card.

What does SIM FREE (unlocked) mean?

SIM FREE (Unlocked) means that you will be able to use any UK SIM card in your gadget. We test each gadget to ensure this is the case. If you discover that your gadget does not accept your SIM card, please contact our Customer Services team on 0333 999 0951

Can I unlock a gadget that’s locked to a particular network?

If you purchase a network locked gadget from Envirofone Shop, you may have the ability to unlock this gadget to accept any UK network. Please contact your network service provider to arrange this service. In some instances this may not be possible. Envirofone Shop accepts no responsibility if this is unable to be unlocked.

Do T-Mobile and Orange SIM cards work with EE locked gadgets?

Yes, they will work with EE locked gadgets

Do your products come with contracts?

No, All of our products are sold on a SIM ONLY basis and therefore your existing SIM contract will apply.

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