NOVAE UK FAQ – Your Guide to Refurbished iPhones
NOVAE UK FAQ – Common Questions About Refurbished iPhones
Welcome to the NOVAE UK FAQ, where we answer all your questions about our range of refurbished iPhones UK. Whether you are curious about ordering, shipping times, warranty coverage, product quality, or after-sales support, this FAQ page is designed to provide clear and helpful answers. At NOVAE, every iPhone is professionally refurbished in-house, ensuring reliability and top performance for every customer.
For more detailed assistance, you can use our live chat, email our team at novaesproduction@gmail.com, or fill out the contact form. Explore the NOVAE UK FAQ to get fast, reliable answers and learn why thousands of UK customers trust NOVAE for their refurbished iPhones.
Shipping
How can I get expedited delivery?
Orders are processed and shipped within two business days. Expedited delivery options are available at checkout—simply select your preferred shipping method before completing your order.
For more details, please review our Shipping Policy.
Can I change my delivery address after placing an order?
As long as your order hasn't been shipped yet. Contact us right away and we'll update it for you. If your order has already shipped, we're unable to make changes — please reach out to the carrier directly for assistance.
What should I do if my package is missing?
If tracking confirms delivery but you can't find your package, please follow these steps:
1. Check nearby
- Ask your neighbours if the parcel was left with them
- Look around bins, fences, porches, or other safe spots
- Check your mail slot for a delivery slip with collection instructions
2. Contact us
If you still can't locate your item after the steps above, reach out to our Customer Service team within 2 calendar days of the delivery date shown in tracking. This helps us investigate quickly with the carrier.
What should I do if my order arrives damaged?
If your item arrives damaged, please contact us within 2 days of delivery. Be sure to include your order number and clear photos showing the damage. We'll assess the situation and work with you to find the best solution—whether that's a replacement, repair, or refund.
Returns & refunds
Can I return the device if I no longer want it after purchase?
If your purchase doesn't meet your expectations or you simply change your mind, you can return the item free of charge within 14 days of delivery – no questions asked.
For more details and to avoid delays, please review our return & refund policy.
How do I return an item I bought on NOVAE?
You can return any undamaged item within 14 days of receipt for a full refund or exchange. After 14 days, our 90 days warranty covers any technical issues. For more details and to avoid delays, please review our return & refund policy before following the steps below.
1. Contact NOVAE Customer Care
Click "Contact us" and our support team will guide you through the return process.
2. Prepare the device for return
Step 1. Check your warranty coverage
Please note that if your item has significant physical damage (e.g., broken screen), oxidation (liquid damage), or has been opened by a third party, it will not be covered by the warranty.
Step 2. Back up and/or transfer your data
When you return an item, we run a full series of tests on your device and may even perform a complete restore. Therefore, regardless of whether you're returning it for an exchange, refund, or repair, you should always back up your data and remove it beforehand.
If your device is not working (or at least the screen is unresponsive), you may not be able to back up your data. In that case, check whether a backup exists on any cloud account you have.
Step 3. Disconnect iCloud and eSIM
To protect your data and privacy, disconnect the device from iCloud account or eSIM. If an iCloud account or an eSIM remains active when you send in your item, it will cause significant delays in processing your refund or exchange.
Step 4. Pack the device according to our instructions
Packing the device with the right materials and methods will help ensure that your fragile, valuable item arrives back to the seller undamaged. Please note that if the item is not packed properly, you may risk losing your refund.
- Do not pack your item in an envelope.
- Avoid reusing old boxes, as they may have lost some rigidity and may be refused by the shipping provider at the time of drop-off.
- The box should be strong and sturdy, made of double- or triple-walled cardboard.
- Use packing materials such as bubble wrap, airbags, cardboard, or foam peanuts to wrap and/or securely position your item inside the box so it cannot move during transit. Do not leave any empty spaces inside the box.
Step 5. Ship it to our inspection centre
You will receive a return label with the designated shipping provider.
When can I expect my refund?
Processing times vary by payment method:
- Credit/debit cards: 7 business days
- PayPal: 7 business days
- Klarna: 10 business days
You'll receive an email confirmation once the refund is processed. The refund will also appear in your NOVAE account under "Orders and help".
Warranty
Is there a warranty included with the device?
All devices purchased on NOVAE come with a 90-day warranty, so you can shop with confidence. Within this period, we will repair the device or offer a replacement if repair is not possible. If the device cannot be repaired or replaced, you are eligible for a refund.
For more details and to avoid delays, please review our return & refund policy.
My phone was accidentally damaged. Is it still under warranty?
The warranty is limited to operational and functional defects encountered during normal use of the device.
What Is Not Covered
This warranty does not apply to:
- Physical or liquid damage: Including accidents, drops, spills, or excessive pressure.
- Unauthorised interference: Devices that have been opened, tampered with, or repaired by any third party.
- Cosmetic wear: Such as scratches, dents, or broken casings and screens.
- Normal wear and tear: Including gradual performance degradation over time.