FAQ

Frequently asked questions

What does Sim Free mean?


A Sim Free phone is not affiliated or tied with any network which means you can put any sim card into the phone. All Uphone mobile phones are sim free as standard and we also provide an unlocking
service in store.




What do we mean by Grade A and Pre-Owned?


Grades are given to second hand phones. Grade A means that it is top quality and as good as brand new. Pre-owned applies to devices that may have light to moderate signs of use.




How long do I have to wait for my delivery?


Delivery will take up to 1-2 working days from date of purchase.




Will my phone work abroad?


As all of our phones are sim free they will work anywhere in the world.




Can you fix my phone?


We have an expert repair team on site who can recover your handset from most damages.




Do I have to order online?


No, we can take orders in store and over the telephone. Credit Card details will be required to complete the transaction.




What payment methods do you accept online?


UPhone accept the following payment methods:  Maestro/UK Maestro
 MasterCard
 Visa
 Visa Debit/Delta
 Visa Electron
 You can also pay online via PayPal




You have asked me to confirm my address? Why?


When you pay through PayPal, we get a notification from PayPal to advise us if the delivery address provided is confirmed on your PayPal account. If PayPal advise us that the address provided is not confirmed, we will need to receive confirmation from you in writing to allow us to send through your order. Just reply to the email we send you to confirm that the delivery address is correct and we will dispatch the order as soon as possible. If we don't get a reply to the email within 7 days, we will have to cancel your order and process a full refund.
When paying with your credit/debit card, several checks are carried out to protect your card from fraudulent activity. The most common check is to ensure that your billing address precisely matches that held by the card issuing bank. If some of the details match, but not all, we will email the email address provided to ask you to confirm. If none of the details match, then your order will simply be cancelled and refunded. You will receive an email to confirm this.




When will the payment go out of my account?


Once you place your order, the payment will be taken out of your account. We will not process your order until we receive the payment.




Why has my card been charged but my order didn't go through?


Contact us if you believe this is so, but in most circumstances we have not charged you and it is what is known as a "shadow transaction" showing on your account.
When you attempt to confirm and pay we send an authorisation to your bank/card issuer and they reserve the funds by placing a shadow transaction on your account. This makes sure that you can’t spend this money elsewhere. If payment fails or you abandon the payment, we will not request these funds and so your bank will release them back to you.
This shadow transaction may remain on your account for up to 6 days, unfortunately this is
completely out of our control.




What currency do you operate?


All products sold on our website are in EURO (€). Orders made from outside of the Republic of Ireland, will automatically be converted to your national currency by your card provider/Pay Pal at the current exchange rate.




What is "verified by Visa" and "MasterCard" "Secure Code"


Verified by Visa and MasterCard SecureCode are services to help protect your card details when shopping online. They allow you to create your own password which only you know and you will be asked to use this every time you shop online with one of these cards. For more information about these services, visit Verified by Visa or MasterCard SecureCode.




Do your prices include VAT?


Yes they do. Any items purchased from UPhone are inclusive of VAT. This is an Irish registeredwebsite and we have no legal obligation to offer VAT free shopping to customers outside of the EU.All second hand phones are sold under the VM scheme (Vat Margin) which is the lowest type of VATand sales of goods. This invoice does not give the right to an input credit of VAT.




Can I pay with PayPal?


UPhones will accept payment via PayPal. For security reasons, if the delivery address on your order is not a confirmed address on your PayPal account, you will receive an email to your PayPal registered account for confirmation before your order is accepted. Once you reply to this email, your order will be considered for authorised and we will dispatch it to your selected address.
Please reply to any orders as soon as possible. UPhone cannot be held liable for any delays to delivery incurred as a result of your failure to respond.





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How can we help?

Customer Service

(046) 907 4451

Unit 1, Kennedy Road

Navan

Co. Meath

C15 VX5H

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