Please note: Your order may take longer to process than usual due to high demand on our delivery partners and social distancing measures at our warehouse. Our customer service team is also extremely busy, so we recommend checking out our FAQs if you have a query.

My item has been regraded. Why is this?

Once your order reaches us it will undergo a series of quality checks to ensure that it matches the condition you selected. If, after the assessment, the device you've sent does not match this condition, it'll be regraded and you'll be offered a revised price.

The revised offer will be sent to you via email; any reason(s) for the price revision will be clearly stated along with the option to accept or decline the offer. You'll then have 14 days to decide whether you'd like to accept or decline the new price.

If you choose to accept the revised price, we'll complete the order and finalise your payment to clear in your account the same day, provided that you accept the offer before 2pm. If you accept the offer after 2pm, payment will clear in your account the next working day.

If you choose to decline the revised price, we'll return your device free of charge. This will be sent on a 48 hour Royal Mail tracked service. Once you've declined the offer, your item will be dispatched the next working day. After your item has left our warehouse, you should expect delivery to take place within 2-3 working days. When your item has been dispatched, we'll email you with your tracking number so you can follow the progress of the delivery.

More information related to common reasons for regrades can be read here.

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