FAQ |
Below is a list of commonly asked questions, if this list doesn't answer your question please contact us |
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| How long does delivery take? |
All products are kept in stock. All orders are processed and shipped within forty eight hours by royal mail recorded or special delivery. Royal mail delivery tracking numbers are available on request. Please note that Royal mail do not normally deliver special or recorded item on Saturday (dependent on area) so orders placed Thursday afternoon may not be delivered until the following Monday.
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| How can I pay for goods? |
When you are ready to purchase your goods you can pay online using a credit/debit card via our secure payment processor PAYPAL.
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| How can I check my order? |
We will send you an email informing you when you order has been shipped.You can check details of your order and any previous orders you may have made. Simply e-mail us: orders@mobilecityluton.co.uk
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| I have not yet received my order |
Most orders are usually delivered within 2-4 working days, depending on the delivery option selected. Occasionally, due to postal delays, they may take longer. Please contact us if you have not received your order, and we will look into this for you straight away.
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| What happens if my order is not in stock? |
All our products on the web site display an in stock message or an expected time until they are back in stock. The times displayed are only a guide and could be a little longer or even shorter. If items in your order are out of stock, don't worry, we aim to get out of stock items back in stock as soon as possible. If you order more than one item, you can choose whether to have the order shipped together, or for the items to be shipped to you separately as they come into stock.
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| I have ordered the wrong item |
If you have made a mistake with your order, please contact us as soon as possible at orders@mobilecityluton.co.uk and we will try to rectify this for you. If your order has already been despatched to you, we will be unable to change the order for you. Please return the goods unopened to us, so that we receive them back within 7 days once we receive the item back, we will be able to exchange your order or refund you, as per our terms and conditions.
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| An error has occurred with my order |
On the rare occurrence that an error should occur with your order and you receive incorrect goods to those ordered, please contact us via email to notify us of this initially. Please then return the incorrect item unopened to the address below via recorded or special delivery within 7 days. As soon as we receive the item back, we will have the correct item sent out or refund you. We apologise for any inconvenience that any such errors may cause.
We ask that you do contact us before returning any goods to check that you have received the wrong item, as we stock many items that are compatible with various different handsets. You may have received the correct goods for your phone, despite them being labelled for a different handset. Any such goods returned to us for an unnecessary exchange may be subject to a handling fee to cover postage and packaging costs.
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| My goods are faulty or have been damaged in transit. |
Please return the item to the address below via recorded or special delivery, including the invoice and make a note explaining the reason for the return. Faulty/damaged goods have to be returned to us within 7 days. As soon as we receive the item and it has been tested we will either refund your card or send a replacement, whichever is requested. We apologise for any inconvenience this may cause you.
Mobile City Luton
146 Dunstable Road
Luton
Bedfordshire
LU1 1EW
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| I can't find what I'm looking for on your website. |
If you can't find the item you are looking for on the website, please email us and if the item exists, we should usually be able to get this in stock for you.
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| What happens if I'm not in to receive my order? |
Delivery is usually via Royal mail. All orders also require a signature on arrival. If their is no one available at your address to sign for it, it will be taken to your local depot and a note will be left for you to notify you of this. The item will be stored at your local depot for at least 7 days for you to collect. Unfortunately, no instructions can be give to the delivery staff to leave the order else where. Please note that once delivery has been made to your selected delivery address, the goods are then your responsibility.
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| My card has been declined - what does that mean? |
It means that the payment was unable to be processed from the card digits you have given us. There are a number of reasons for this, such as wrong card digits entered on your order form, insufficient funds, the card issuing bank experiencing technical difficulties or the card issuing bank declining the payment until they receive further verification from the card owner. If your card has been declined, please check with us that we have the correct card digits for yourself and if so, please get in touch with your bank and they will tell you the reason it has been declined.
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