FAQ

Here you can find the most frequently asked questions and answers

Search for your answer here:

1. Orders

Ordering: How do I place an order?

An order can be placed in two ways:
1. You can do it by using our Website
2. You can do it by sending an email to our customer service: sales@mytrendyphone.co.uk 
You can read more about it under Placing an Order.


How do i send my device for repair?

If you want to send your device for repair, here is the procedure:

- Order the repair online and pay for it.
- You will receive an order confirmation with an order number, which should be enclosed with the package.
- Pack your device responsibly and send it to the following address:

MyTrendyPhone UK Ltd
Whatfield Hall, Whatfield
Ipswich IP7 6QY
England

We recommend that you send your device as a package, in order for the contents to be secured by the freight forwarder.

- Do not send extra accessories, such as charger, SD card or sim-card. You should always be sure to back up the data on your device yourself.


Can I place an order over the phone?

No, unfortunately not. We do not have the authority to take your Credit/Debit card information over the phone as it is very sensitive and can easily be misused. Read more about it in our Security Policy


Is there a price limit when placing an order with MyTrendyPhone?

No, there is not. We might however reject a payment regardless of the amount if we get indications from the bank. Those cases are extremely rare but it can happen that the bank advises us to reject a payment for security reasons.


What advantages does mytrendyphone offer to me as a customer?

The most striking advantages at MyTrendyPhone are as follows:
- Original brands, straight from the warehouse
- Best prices for all kinds of accessories
- We have the fastest processing time when an order is placed
- You can place an order 24 hours a day
- Different ways to contact our customer service


How will I know that I have a valid order with MyTrendyPhone?

If this is the first time you are buying something from MyTrendyPhone and you are unsure of whether your order "went through" or not you should pay attention to the following: 
› Did you receive a confirmation of your order by email within one hour? If not, your order probably didn't go through.
› Send an email to customer.care@mytrendyphone.co.uk or call 0845 300 9062 and our support department will check it for you.
Off course, the safest way would be to check it with your bank first. If they confirm that there is no amount waiting to be charged from your card, than you can be certain that you do not have an order pending with MyTrendyPhone.


2. Shipping & Delivery

How much does it cost?

You can read about shipping costs under Delivery Information for each product. Current delivery fee can be viewed at any time by clicking  here. Delivery charge applies per order. In other words, you pay the same amount, regardless of how many products you have ordered. Please note that shipping costs depend on two criteria: order value and shipping method.


How do you dispatch the products?

All orders are protected and wrapped with care before being sent. Depending of your choice, the products can be delivered either by Royal Mail or UPS.


How long does it take to deliver a product?

If the product in your order for is available for delivery at the time of placing the order and if you have placed the order until 4PM your order will be shipped the same day.
Time of delivery is indicated next to each product. If you order products with different delivery times on the same order, individual items in will be sent separately as the products arrive in stock.
You will get an email for each dispatch, and it usually takes 2-3 days for the products to be delivered to you with exception of Scottish Highlands*.

* It's been our experience that the majority of late packages arrive just a day or two after this estimated delivery period. Please be aware however that although NOT the norm, delays on this service can result in orders taking up to 15 days to arrive.


Delivery: How is it possible for MyTrendyPhone to have such a prompt delivery?

We have a large storage base in the UK (Ipswich) and Europe selling them a large range of mobile phone accessories. Besides the UK, MyTrendyPhone stocks products in cities all over Scandinavia, Germany and the Netherlands. We can accommodate small quantity orders to large company orders giving our personal attention at all times. Our large storage capacity and the fact that we stock more than six thousand product categories and over 25.000 products enable us to deliver overnight. 


Do you ship outside the UK?

No, we do not. We do not ship outside the UK. 
Customers from other countries can place their orders by choosing one of the other MyTrendyPhone-shops.


What does

It means that the product in question is not in the stock for the time being and that no pending orders are containing it. It means that our suppliers are able to deliver the product to us in the matter of days.


what is the delivery time?

MyTrendyPhone delivers within one to four weekdays. For further details, look at Delivery .


When will I receive my backorder?

You will regularly receive e-mails with information about expected delivery time for products that are on backorder. As soon as your item is in stock, it will be shipped - and we will of course bear the resulting additional shipping costs of one or more partial deliveries. If you wish to cancel or change your order, please contact our customer service.


3. Payment

I would like to order by using a company account form (Invoicing). Why can't I?

The option of invoice ordering by using company account form is not available to our personal customers. It is a form of B2B relationship we have with big companies and organizations. If you represent a company, you may apply to set up a business account. To do so, send an email to: customer.care@mytrendyphone.co.uk. You will be asked to present some company data and established as a B2B customer if everything checks out.


I own a Debit Card and I can't complete my order. Why?

Some banks issue Debit cards that are good for online transactions and others don't. We recommend you to check with your bank what kind of Debit card you have before trying to place an order.


What payment methods does MyTrendyPhone accept?

MyTrendyPhone accepts following payment methods:
Visa, VisaElectron, Euro/Mastercard, Maestro
PayPal

You can read more about it under Prices and Payment methods.


When do you charge my Credit/Debit card?

Your Credit/Debit card will be charged the moment your order leaves our warehouse.


Can I transfer the money to your account without using a Credit/Debit card?

Yes, you can. The procedure would be following:
You are supposed to let us know what it is you are interesed in by providing us with the product code you have found on our web page. The product code along with the address you wish to have products delivered to should be sent to customer.care@mytrendyphone.co.uk
After we have received that information, you will get a response from us containing our company account information and the total sum you are required to pay. After you have transferred the money, you should provide a confirmation and upon the completion of that transaction, the products are sent to your desired address.


Secure payment: How do you make sure my payment is secured?

Security measures are described in our Terms and Conditions, and you can read more about it by clicking here.


4. Prices

What does the price include?

The price includes the price of the product itself and VAT (Value Added Tax) at the standard UK rate of 20%. There is however a possibility of showing product prices exclusive of VAT (click "Show without VAT" on a product card).
All prices indicated at www.MyTrendyPhone.co.uk are retail prices. Products sold at a reduced price are shown with a clear specification of the new price and amount you are saving by ordering that product. 

* We do not take responsibility for possible misprints and mistakes, and prices are subject to change without notice.


Do you sell products exclusive VAT outside the European Union?

Yes, we do. The customers residing outside the EU (e.g. Switzerland, Greenland and The Faroe Islands) can purchase products from MyTrendyPhone without VAT being added. To place order, a customer has to choose one of the other MyTrendyPhone-shops from a drop down list (shop header), select "Country" (order step 1), after which the VAT amount will automatically be deducted.


Price match guarantee: What does this mean?

MyTrendyPhone has found a way to sell products at even lower prices than usual. We check our competition on a daily basis, and have decided to reward those customers who help us to keep up with trends and maintain the best prices on the market. To that end, MyTrendyPhone offers a 30-day price match guarantee. If you find the very same product (everything must be the same including colour and packaging) in the same quantity but at a lower price (price means total sum including shipping costs) than what you paid at MyTrendyPhone, we will refund the difference in price. The shop where you found that product has to be registered in the UK.  
If you happen to encounter such a product, please send the relevant documentation to sales@mytrendyphone.co.uk. You should send your order number, a direct link leading to the cheaper product and details of your bank account, to which the difference will be transferred.  
* The Price Match Guarantee does not apply to mobile phones, repairs, cordless phones, Internet tablets, iPads, music players, consoles, televisions or products from the Sound & Vision category. You cannot combine the price match guarantee with other discounts. We are unfortunately not able to offer price match guarantees for products that cost more than 100 GBP.


How can I become a B2B customer?

If you are a customer that is ordering products in the name of a company, you have an opportunity to purchase products at privileged prices. How does that happen? 
You should send an email to us at sales@mytrendyphone.co.uk. You will be asked to provide some relevant company information that will allow us to confirm your identity and information we need for processing your orders in the future. As soon as that is done, you will receive your username and password and you need to be logged before you try to place an order.
* A B2B cannot be a Club Trendy Customer at the same time. Discounts do not stack.


Can I get a quantity discount and how?

This is relevant only for companies; it does not apply for private customers. So, if you are a company representative and you are interested in buying a bigger amount of some product, send an email to sales@mytrendyphone.co.uk, state the product code you are interested in, the amount and your desired delivery address, and you will get a response with estimated delivery time for that amount and the price you can get those products for. It can be quite a bargain!


Can I get a discount even if I am not ordering in the name of a company?

Yes, you can. You can become a member in our ClubTrendy and you will get 7% discount on all your future orders. Read more about ClubTrendy here. Please note that you have to be logged in before placing an order. Otherwise the discount won't apply and there is no possibility for post-order discount.


5. Returns

What should I do if the parcel is damaged in transport or has a manufacturer's error?

If you receive a product that has been damaged in transport or had a manufacturer's error, the best way to file a complaint would be either to contact us by sending an email to customer.care@mytrendyphone.co.uk or you can call 0845 300 9062. Our customer service will explain the procedure to you. 
Otherwise you can read more about it under our Returns Policy.


Returns

You have 14 days to to withdraw from contract when you purchase a product from MyTrendyPhone. The withdrawal period will expire 14 days after the day you have received your product. If your order contains multiple items, the deadline moves to when you receive the last item.

If you wish to withdraw from contract you must notify us within 14 days from the receipt of the purchase. You can either email or call us in order to let us know that you wish to to withdraw from contract. In your message, please state clearly that you want to use your right for withdrawal. You can also choose to use our standard withdrawal form and send it back with your order. The form should be enclosed in your order confirmation or you can find it here. Once you have filled in the form, you will receive an RMA number which you need to write on the outside of the package you are returning.

Your order must be returned to us without any delay and no later than 14 days after you have informed us that you wish to to withdraw from contract. You bear the direct cost of returning the items.

You are responsible for the delivery time and for ensuring that all the items are packaged securely.


The customer will be held responsible only if the items were damaged during the unpacking process and handled in a way not connected to establishing the nature, characteristics and the way an item works. In other words - you can test the product in the same way as if you were to try it out in a physical store. If the product is tested beyond what is described above, we consider it as used, which means that you only get a part, or none of your money back, depending on the product's commercial value. In order to receive the full amount you paid for the item back, you must do everything that you would do in a physical store. You can test the product, but not actually use it.

If you decide to to withdraw from contract, you will of course receive the full amount you have paid us back. In case there is any damage that you are responsible for, a certain amount of money will be deducted from the full amount.

If you decide to use your right to withdrawal, we will refund all the money we have received from you, without any delay and within 14 days from the date we have received your notice. This is done by using the same method of payment that you used for the initial transaction, unless you have expressly agreed otherwise.

We may wait with the refund until we have received the product back, unless you have supplied the evidence of having returned the product (documentation in the form of a postal note / waybill with very detailed description of the package contents, for example) signed by the carrier company.

Important
Returns do not apply to / cannot be used for:

- Products tailored to customer's specific wishes or personalized items

- Products sealed because of health or hygienic reasons are not suitable to be returned because the seal has been broken after delivery (e.g. earphones which go directly into the ear);

- Sealed audio or video recordings or computer software which was unsealed.

You will be notified via an e-mail when we get the product. The e-mail will provide the information about the ongoing process of dealing with your withdrawal.


6. Customer Service Centre

How can I track my order after it has been sent?

As soon as your order is dispatched, a confirmation mail will be sent to the email address you have stated when your order was placed. In case your order has been sent as a parcel, that confirmation will contain a tracking number you can use in order to trace your shipment. If your order was sent as ordinary mail, there is no possibility to trace it.
Other possibility is do contact one of our representatives by clicking on Customer Service and then Order Tracing. That way you'll be able to chat live with one of the trained support members.


7. Complaints

I wish to file a complaint. What rules apply?

As a consumer you have a two-year right of complaint, meaning that you can choose to have the product repaired or replaced, to get your money back or to be given a reduction in price, depending on the actual situation. For products with limited durability, the right of complaint is limited to the durability period of the product in question. Any faults or deficiencies of products delivered by MyTrendyPhone must be reported within a reasonable period of time after the fault has been discovered. It is your duty to indicate and, on demand, to show how the fault or deficiency manifests itself. If you discover a fault, you must contact MyTrendyPhone as soon as possible. Your complaint must be sent by email to customer.care@mytrendyphone.co.uk 
You can read more about it under Right of complaint/ Manufacturers warranty.


8. Security

Internet shopping: Is it safe?

The security currently used for payments via the Internet has made the MyTrendyPhone concept possible.
You can read more about it in our Personal data policy

MytrendyPhone is one of the ISIS and IDIS accredited shops. ISIS-Accredited retailers now account for approximately two thirds of all UK online shopping. ISIS (Internet Shopping Is Safe) is run by the e-retail industry body, IMRG.

MyTrendyPhone is registered and assured with SafeBuy as well. You can be confident that you'll have a hassle-free online shopping experience.

MyTrendyPhone.co.uk
 has recently been accepted and certified by Customer Seal
Customer Seal is the first independent seal of approval for customer service, security & support. Internet retailers display a Customer Seal badge on their website to demonstrate how much they value their customers & care about the sales & delivery process. 
Buying from a Customer Seal approved merchant means that you are safe in the knowledge that they have been independently audited for excellence in customer service, security & support. In order to obtain the certificate, MyTrendyPhone UK Limited had to fulfill the following requirements.


Internet shopping: Four good tips!

1) Do not buy products from companies that have not clearly stated their company information i.e. Name, Address, bank, VAT No.
2) Is it clearly stated whether the shipping costs for your products are included in the price? Make sure you know all the information before you place an order.
3) Make sure you check whether the payment is transacted through a credible payment partner.
4) Never state your card number and/or your card verification code when placing your order by telephone, fax or via email.

If you do that, know that you are giving sensitive information to a third party, information that is very easy to misuse.


What kind of personal data does MyTrendyPhone store?

MyTrendyPhone stores the minimum data needed for processing and expediting an order. That data includes your name, address, phone number and your email address. For security purposes MyTrendyPhone records and stores your IP address as well. That address is kept in case some higher/state authority registers a suspicious or a fraud-like activity. Cookies are also stored.


What are cookies and what do you use them for?

A cookie is a text file used for controlling the advertising system; it gets statistics about visit to a certain website or analyzes one customer's behaviour when searching through products etc. Read more about it here.


Who has access to my personal data and how is it stored?

MyTrendyPhone has access to your personal data (all except your card information) and stores them on a protected server. 
Personal data are not disclosed to a third party without your consent.


9. Miscellaneous

Disclaimer: What does it imply?

We do our best to provide you with the most up-to-date and accurate information. However, mistakes can occur and MyTrendyPhone cannot be held responsible for possible errors.
You can read more about it under Disclaimer of liability.


Guarantee: What does MyTrendyPhone promise?

30-day price guarantee
14 day right of cancellation
Open 24 hours a day
Secure Internet shopping
Spam free purchase