FAQs

FAQs

We are a UK-based specialist online retailer selling mobile phone accessories, gadgets and more. With more than ten years’ experience in the industry you can be assured we bring you the best products at the best prices. We welcome all customer feedback on how we can improve so please don’t hesitate to get in touch and let us know your thoughts. Also drop us a line if you have any question we haven’t answered.


 
 

What does Grade A mean?

  • The phone is used but in excellent condition.
  • Cosmetically the phone will show no signs of use, there will be no scratches, cracks or scuffs to the screen or casing.
  • It’s been fully tested*, is in full working order and has been restored to the latest operating system.

 

What does Grade B mean?

  • The phone is used and in good condition.
  • Cosmetically the phone will show signs of slight use, including two or three minor scratches to the screen and casing. It wont have cracks on the screen or casing.
  • It’s been fully tested*, is in full working order and has been restored to the latest operating system.

 

What does Grade C mean?

  • The phone is used and in average condition.
  • Cosmetically the phone will show signs of use, including some scratches and scuffs to the screen and casing. It wont have cracks on the screen or casing.
  • It’s been fully tested*, is in full working order and has been restored to the latest operating system.

 

All prices reflect our strict grading system.

*Our testing includes strict checks of the IMEI (against the CheckMend database), case condition, screen condition, buttons, switches, headphone ports, earpiece, speakers, microphones, touch screen, LCD, WiFi connectivity, camera, SIM reader and network connectivity, power port, battery, accelerometer (if applicable) and appropriate software detection. Should a handset fail any one of these tests, we simply do not sell it.

 
 
Orders placed before 3pm weekdays will be despatched same day. After placing your order, you will receive an ‘Order Confirmation Email’. Please double check your address details and notify us immediately if you have entered anything incorrectly. It is your responsibility to ensure that your address details are correct – if an order goes missing for this reason we can accept no liability. Once your item has been dispatched you will receive a ‘Dispatch Confirmation Email’ to let you know your item is on the way.

 

Economy Shipping / Free

Royal Mail 48 / 3-5 working days
This is our standard shipping service. Estimated delivery is due within 3 to 5 days however delivery can vary depending on Royal Mail. Orders may require a signature on delivery.
 
 

Express Shipping / £6.95

Royal Mail Special Delivery
Delivery is guaranteed by Royal Mail to be delivered before 1PM the following working day. Orders require a signature on delivery. If no one is available to receive goods they will be returned to the Royal Mail deliver office for collection or redelivery and a card left at the delivery address
 
 

Large order Shipping (prices vary)

UPS Next day
UPS Ground packages are generally delivered anytime Monday to Friday between the hours of 9:00 a.m. and 6:00 p.m. (and sometimes later) to residences, and to business addresses during their normal business hours Monday to Friday. UPS Ground packages cannot be scheduled to arrive at a specific time of day.
 
 

 
 

Changed your mind

Our return policy is 14 days from date of purchase. In this time, we will be willing to refund/exchange depending on the situation and your personal needs. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with no damage and seals in place where applicable.
There are certain situations where only partial refunds are granted: (if applicable) please contact our customer service team for support with this.
 
 

Faulty products

If your item develops a fault, please contact us on 01270 625029 or email us on info@connected-365.com for support. All items are covered by 6 months warranty in line with the consumer rights act 2015.
A refund, repair or exchange will be offered depending on the situation and/or preference. Please note, the warranty is not extended when items are replaced or repaired.

Faults caused by accidental damage, misuse or normal wear and tear are not covered. We reserve the right to inspect the product to verify the fault. The fault must be declared within the 6 months from your date of purchase. After the initial 6 months, it would be then down to the user to prove that the fault is manufacturing issue.
 
 

Manufacturer Warranty

Manufacturer warranties vary please see manufacturers websites for information or contact us directly for support on info@connected-365.com.Refurbished mobile phones may still have remaining manufacturer’s warranty still on them, however this cannot be guaranteed. Please contact us to clarify the length of any outstanding warranty on refurbished devices.
 
 

Refunds (if applicable)

Once your item is returned, received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your returned item is approved your refund will be processed within seven days, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
 
 

Returning your item

Once you have contacted us to arrange your return and obtained your Returns Authorisation Number please return your item to. Connected 365 Unit 5, Marshfield Bank Industrial Estate, Crewe, Cheshire, CW2 8UY. Please ensure you include your full address and order ID/ RA Number.
You will be responsible for paying for your own shipping costs for returning an item if it is unwanted. Shipping costs are non-refundable. Please ensure the item is well packaged for your return. If you are shipping an item over £30, you should consider using a track able shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item if the item is not tracked.
If the product is faulty, please contact us to arrange the return shipment. The costs will be covered by ourselves for appropriate cases. Contact must be made before the item is returned. Any shipping costs paid prior to contact with ourselves is not retrievable. This does not affect your statutory rights.
 
 

 
 
From Apple to Samsung, our knowledge of the digital and electronic marketplace means we can also source any products so if you can’t find what you are looking for on our site be sure to drop us a line and we will do our best to find it for you.