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Frequently Asked Questions

You need to know what you are buying and receive what you expect.

We have compiled some of the most common question we've received from previous customers. Click on the category that best suits your query. Still not enough? Please send an email to support@luvyourphone.com.au.

DELIVERY
How do I track my same day Sydney delivery?
If you have purchased a phone using our same day delivery service, please ensure you add your mobile number during check out so you get live updates on your delivery. All orders dispatched will have an tracking number. This tracking number will be emailed to you, and can be used in the relevant courier's website to see how you delivery has progressed.
How do I track my delivery?
You will receive an email notification detailing your tracking number which you will be able to track via Australia Post.

To track items sent with Australia Post go to: www.auspost.com.au or call 137678.
What happens if something goes wrong?
If delivery is delayed, if the product is faulty, if the product doesn’t meet your expectation. Please contact our live chat customer service team who are available 7 days a week 9 am to 5 pm (AEDST). We aim to provide a response time on 90% of emails we receive.
How long does it take for my gadget to arrive?
Depending on where you live and what delivery option has been chosen (or is available) delivery can take between 1 - 5 days.

Please note all orders placed before 2pm are GUARANTEED to be shipped same day for a next day delivery (if you are in the Australia Post Express zone and an Express option is available). So if you are in the Australia Post Express zone you'll get your phone overnight!
Why buy from us?
luvyourphone has the quickest delivery, 4PM cut off for same day dispatch, 7 day a week customer service and a team that prides itself on having a customer first service for everything we do!
What if my phone or tablet arrives and the seal is broken
Please check the contents immediately, and notify us by email if the product has been damaged in transit. Any claims made after 24 hours of receipt will be rejected as per our terms and conditions of sale.
I was not home at the time of delivery.
If the delivery address was not attended when the courier attempted delivery, then the item will go:
 to the nearest post office to await collection, if sent via Australia Post.
 Please ensure that your address is correct at time of check out please ensure you select the correct day and time of delivery, alternativly you could use a business address.
Can you deliver to a different address than my billing address?
Yes, we can send the device to a different address, however, please note you must set this up on your account login at the time of purchase.
What delivery methods are available on your website?
We ship all our items with Australia Post. Please make your delivery selection at time of purchase. As we use Australia Post we can ship to PO Boxes if required.
RETURNS
What shoud I do if my product arrives and it's faulty?
We back our devices with warranty, please contact us if you encounter any issues with the device
Will I have to pay for the postage if I need to return my product?
We cover the postage cost if you encounter any issues within 30 days from the date of purchase
I've returned my product. When will I receive my repaired device or replacement?
Returns are generally processed and completed within 5-14 business days depending on the fault with the device.
WEBSITE
I cant login to my account
Simply click here and try again. Try clearing your cache and cookies, if not, email us or use the live chat
How do I change my password
If you forgot your password, click here and enter your email address. If there is an account associated with the email you provided, you will receive an email asking you to reset your password. Click on the link, enter your desired password and confirm, then log in.
I've forgotten my password, how can I reset it
If you forgot your password, click here and enter your email address. If there is an account associated with the email you provided, you will receive an email asking you to reset your password. Click on the link, enter your desired password and confirm, then log in.
What payment methods can I use on your website?
We only accept payments via Paypal which allows you to make payments via credit card and bank deposit.
How can I get in touch with you?
Please contact our live chat customer service team who are available during the following hours.
 Mon - Tues: 9AM - 7PM AEST
 Wed - Fri: 9AM - 9PM AEST
 Sat: 12PM - 9PM AEST
 Sun: 10:30AM - 9PM AEST

Alternatively, please send an email to support@luvyourphone.com.au.
Is your site secure?
Yes, all sensitive data is transmitted securely to us using 128 bit encryption utilising an SSL Certificate. Noted by the "Padlock" in the address bar.
ORDER
My phone or tablet has arrived, but its missing some/all accessories
Please contact our live chat customer service team who are available during the following hours.
 Mon - Tues: 9AM - 7PM AEST
 Wed - Fri: 9AM - 9PM AEST
 Sat: 12PM - 9PM AEST
 Sun: 10:30AM - 9PM AEST

We aim to provide a response time on 90% of emails we receive. Alternatively, please send an email to support@luvyourphone.com.au.
How do I cancel my purchase?
We process our orders promptly, please contact us if you wish to cancel your order.
Can companies order gadgets?
We have a wholesale division, please contact our customer suppport team via email at support@luvyourphone.com.au.
Is there a limit to the number of products that I can order?
No, there's no limit. You can order your desired device(s) as long as it is in stock.
Do you accept orders over the telephone?
At this stage we can only process orders via Paypal. Unfortunately, we do not process orders over the phone.
Can I order if I live outside AU?
No, as we can only ship within Australia.
Do I get a Tax Invoice with the goods?
Yes, you will receive an automatic tax invoice email which details your purchase information and shipping details.
WARRANTY
What do I do if my phone or tablet develops a fault during the warranty period?
If you encounter any issues within your warranty period, as long as the device is not physically or water damaged, you can send it back for repair/replacement
What warranty period do you offer?
We offer 6mos or 12mos warranty.
GENERAL
How do you grade your phones and tablets?
We use the following grading system to identify the physical condition of each product.

Brand New: A brand new, unused product in its original packaging. Accessories and documentation are brand new and sealed. For some mobile phones, the packaging may have been opened in order to unlock the phone prior to sale.

For non-new products, the following gradings apply to the main unit (e.g the handset, in the case of a mobile phone):

New Condition: The product is in perfect condition and resembles a brand new unit. Accessories and documentation may have been opened.

Near New: The product is in an excellent condition but may exhibit minimal or minor marks. Accessories and documentation may have been opened.
Will my gagdet be compatable with my current SIM card?
SIM card compatibility would depend on the device you have purchased. Please check the description tab for each device to get more information.
Do you have a shop where I can some and view/collect your stock?
No, you are not able to collect, or arrange to collect goods from luvyourphone.com.au due to privacy and security issues.
I have a standard Sim card and the gadget I purchased requires a micro/nano SIM. or Vice Versa. What should I do?
If you require a new SIM Card, please contact your service provider, as using SIM Adaptors, Incorrect SIM Cards, or SIM's that have been cut, can and may damage the SIM reader in the device. This is classed as Physical Damage, and is not cover under luvyouphone's warranty
What does Unlocked means?
Our devices are network unlocked and can be used on any network.
How old is the phone?
As we purchase the phones/tablets through trade in programs and in bulk we cannot determine the exact age but we offer warranty regardless and can estimate the age based on when the handset launched.
How long does the battery last?
All phone batteries have differing capacity and the amount of time that they will last depends on capacity and type of usage. Luvyourphone tests every battery to ensure that it is above 80% of its original manufactured capacity.

From time to time the capacity of the battery drops unexpectedly, causing issues. Batteries are covered by warranty – to take advantage of this warranty please email us at support@luvyourphone.com.au and we will diagnose the problem and resolve it for you immediately.