General
Are your products new or second hand?
All products are second hand unless stated.
Is there a warranty on items that I buy from Fone Us?
Yes, for your peace of mind, Fone Us offer a 12 month warranty* on all products excluding consumables.
Is there a minimum amount I need to spend with you?
The minimum order total is £10.00
Is there a limit to how much I can buy?
Yes, you can buy up to 2 of any 1 item, and your basket can have up to 10 items in total.
Are the quantities available to buy online live?
Yes, the stock and prices shown are live.
Payment
Are your prices in UK Pounds Sterling?
Yes.
What payment options do I have?
We currently accept any of the following payment methods:
- PayPal
- Card
When do you charge me for the goods I have ordered?
We will only take payment once all your items have been picked and are ready to be dispatched.
Order Tracking
How do I track my order status?
Check your order status at any time by simply logging into your account on theexchangeuk.com and selecting ‘My Account’ then click the ‘Order Tracking’ link.
Delivery Policy
How much does delivery cost?
£3.30 per order.
Where will you deliver my goods?
We deliver within the UK, using the billing address of the payment card used or registered UK address of your PayPal account. We do not ship outside the UK.
How long will it take to receive my order?
We’ll dispatch your order as soon as possible via Royal Mail or the premium couriers listed below. You should receive it within 5 working days from dispatch.
What method do you use to send packages out?
We use the following delivery services depending on the value of your order to ensure that if you splash out on something super shiny, it gets to you with extra special care:
- Royal Mail 24 for single item orders.
- Royal Mail 48 for multi shipment orders.
- Royal Mail Special Delivery for items over £100, which requires a signature on delivery.
We may also use UPS depending on the size and weight of your order, which will require a signature on delivery.
Why have I been charged although I have not yet received my order?
Don’t worry, banks often allocate funds when an order is placed. This means that your bank has made the funds unavailable to you and is waiting for us to take them but we’ll only do this once we know your order can be completed.
If we can’t complete your order, we won’t charge you. The funds will be back in your account by a period determined by your bank.
Overdue Delivery
My order has been dispatched but hasn’t arrived!
If your order hasn’t arrived 14 days after your invoice email, please contact us. (add link to our contact us page on “contact us”)
How do you deal with goods lost in transit?
In the unlikely event that an order is lost during shipment, we will attempt to source a replacement to dispatch to you. If this is not possible we will refund you the value of the missing item/s to the original payment method. The value refunded will be equal to the value taken for original payment of the item, and will not reflect any price changes which have since occurred.
In order to confirm that an order shipped via post has indeed been lost, we must wait 14 days before refunding it, as most ‘missing’ items are located within the postal system within this period. It may also be advisable to contact your local sorting office to see if they are holding the order, having already tried unsuccessfully to deliver it to you.
Returns Policy
Can I return my item if I don’t like/want it?
We offer a 14 day period during which you are free to change your mind about your order. Unwanted items can be returned if we are contacted within the first 14 days of arrival, and if they’re in the exact same condition as when received. (This is for Online purchases only)
What about postage costs?
Whilst we will refund the initial shipping charge of £3.30 on unwanted orders that are returned in full, we will be unable to do so on partially returned orders. We are also unable to cover the costs you incur by returning unwanted goods.
You sent me the wrong item.
Incorrect orders can be returned within the first 30 days for a replacement or refund to the original payment method.
Something’s missing from my order.
Let us know! We may be able to get it to you.
My order arrived faulty/broken.
Items that arrive faulty can be returned within the first 30 days for a full refund to the original payment method or a replacement.
My order has developed a fault or has broken.
Should your order develop a fault within 30 days of receiving it, contact us as soon as possible for a full refund to the original payment method or a replacement.
We also offer a 12 month warranty* on all items, except consumables (e.g. batteries, etc.) so if your item develops a fault after 30 days through normal use, contact us as soon as possible. In the first instance we will either repair or replace your item, failing that you will be refunded to the original price within the first 6 months of purchase. After 6 months any refund will be to the current sales price or the original price (whichever is the lower).
Returning Your Order
You can take your item(s) back to your nearest Fone Us store (don’t forget your invoice!) and have them refunded in-store, just click here for your nearest branch. (Add a location link to “here”)
Alternatively, you can return it to us by post, for either a refund or replacement
There are two free magic ways to get your stuff to us:
1. Royal Mail Freepost (R48) where each parcel is insured up to £50.
2. Collect+ where each parcel is insured up to £50.
PLEASE NOTE – Fone Us is not responsible for any damage or loss that happens in transit. Using these services your parcel is insured for up to £50. For higher value orders, we recommend using a fully insured service such as Royal Mail Special Delivery, which we will refund you for via cheque (excluding unwanted items).
Royal Mail Freepost (R48)
Fone Us Provides a Freepost service if you live in mainland UK. If you choose to use Royal Mail, you can create your shipping label here. (On here box will have a link to royal mail returns service which I’ll add later on on an email.
This is a magic piece of paper that covers your postage costs. Simply print it off, stick it to your parcel and pop it into your local post office. Please make sure your Order number is clearly on and inside the package.
Collect+
If you’re using Collect+ simply click this link to set up your shipment: (our link here)
Once you’ve generated your Collect+ label, use the handy tool to find your nearest Collect+ point here, Drop it off your parcel, collect your “Customer Parcel Receipt” from the Collect+ staff as proof of drop off which also allows you to track your parcel and you’re done!
Just so you know, it takes on average between 3 to 5 working days to reach us. In the event of a parcel tracking question, after 5 working days, please contact Collect+ for assistance.
Other shipping methods
If you’re using another shipping service, be sure to send your items/ parcels to:
Fone Us Returns
Order #
262 Seven Sisters Road
Finsbury Park
London, N4 2HY
How should I package the goods I send to you?
To make sure it gets to us in the same condition you sent it in please follow these guidelines:
- Pick the correct type of packaging for your item, i.e. a padded envelope for a game/DVD, a cardboard box for phones, etc.
- If reusing packaging remove any previous labels (i.e. stamps), hazardous materials indicators, and other previous postage markings.
- Wrap items using adequate cushioning materials, making sure they move in the packaging as little as possible while in transit. Seal in packaging using strong shipping tape.
Securely attach your Collect+/Royal Mail shipping label to your package, making sure it is clear and unobstructed and make sure your order number is written on the outside of the parcel. Include a return address on the reverse.
What happens when you get my return?
When we receive your item we’ll test it for faults and confirm that it is covered by our returns policy. If Fone Us cannot replicate a fault or cannot find that items are covered by our returns policies, they will be returned to you at your online TheExchangeUK.com account details.
If you choose to take your return in store, the staff will test the item (as above) and process the refund for you in-store.
Cancelling an Order
Once your order has been placed, you have until your order is dispatched to cancel it.
To cancel an order, please get in touch with our Customer Services team, detailing your request, along with your order number.
Products
Can I view store stock levels online?
Yes. When you view an item’s page you can view their stock levels.
Why is my item a different colour?
Some items come in a range of colours. We specify the colour of most items in their product description. However, if not specified, please be aware that the colour may be different from the stock image used on our website.
Will your programs and games work on my computer?
All PC software we sell should work on any PC system, provided it meets the minimum requirements specified by the manufacturer/developer/publisher. Minimum requirements can be found on product boxes or the software’s website, for games you can also visit Can You RUN It. Please ensure your rig can run the software you want before purchasing it.
Why are some phones of the same make and model different prices?
We price phones by network and grade which is determined by included accessories and cosmetic condition.
Will the phone I buy work on any network?
Some phones are locked to specific networks and some open to any network. When browsing our phones online, you can pick the specific network you’d like it to work on. For a phone that’ll work on all networks select “Unlocked”.
Do your items come boxed?
Phones: We do not guarantee that boxes will be provided.
Optical Media: All games and PC software will come boxed.
Consoles: May come boxed depending on their grade.
Electronics: May come boxed depending on their grade.
Do your items come with instructions?
Phones: May come with instructions depending on their grade.
Optical Media: Games and PC software may be provided without manuals.
Consoles: May come with instructions depending on their grade.
Electronics: May come with instructions depending on their grade.
How are your items graded?
Please refer to our product grading guide here:
Product Grading
All phones, tablets and hardware are graded as one of the following:
Please note all iPhones, iPads and iPods must have iCloud account deactivated.
/5* – Mint Condition – Product in mint condition as new with original box and all original accessories
/4* – Good Condition – Product in good condition with all essential accessories, will show signs of normal usage, light scratches. No box required.
/3* – Working Condition – Product in poor condition with all essential accessories, will show signs of heavy usage which include heavy scratching, screen burns, etc. No box required.
Are some of your products age restricted?
Yes, most films and some older video games have a BBFC (British Board of Film Classification) rating. Newer video games have a PEGI (Pan-European Games Information) rating and categorises the type of content in a game, for example sexual content, violence etc.
BBFC ratings are:
U – Suitable for all ages
PG – Parental guidance advised
12 – Suitable only for 12 years and over
15 – Suitable only for 15 years and over
18 – Suitable only for 18 years and over
PEGI ratings are:
3 – Suitable only for 3 years and over
7 – Suitable only for 7 years and over
12 – Suitable only for 12 years and over
16 – Suitable only for 16 years and over
18 – Suitable only for 18 years and over
*Terms of 12 month warranty
All items purchased from Fone Us store or fone-us.com come with the standard warranty of 12 months.