Frequently asked questions
Are all your phones new and original?
All our phones, each one of them, which can be found on MobileShop page are new and original.
How can I buy a phone at MobileShop?
For more information please visit our How to buy page.
Is it possible for me to cancel my order and what would be the procedure of doing it?
a. Before customer pays for its phone order can be canceled in any moment.
b. If the payment transaction is finished, customer can still cancel its order by simply sending us an E-mail with all details of purchased model, explanation why he wants to cancel the purchase and its contact information.
c. Also, order can be canceled without any additional charges while order is still in a possession of MobileShop and until the order or request for its delivery is not handed over to a courier service (procedure in detail in 1d.)
d. If the order or request for its delivery has already been sent to the courier service, customer can still cancel the order, but in this case customer will be charged for all delivery costs and will also be obligated to send the order and all its accessories that he received within the order undamaged back to MobileShop at its own expense. After MobileShop receives the order back and its undamaged condition is recorded, customer will get money refund in time period defined in Terms and Conditions (Terms and Conditions paragraph 7 Return Policy).
Can I order and buy a phone from your web site from any country?
No, MobileShop can only accept and ship orders in countries that are part of the EU.
Are there any additional costs other than those that I see when confirming the order?
There are no additional costs – in the cost of your order are automatically calculated all expenses and they are also clearly stated on your screen so you can see them when placing and confirming the order.
How do the warranties work?
a. EU Spec phones have European warranty, and this warranty is valid in every country of the EU in official cell phone services.
b. If customer is not able to repair its phone in his own country for any reasons, he can ask for MobileShop to help him find one. MobileShop has agreements with some of the major official repair services in Germany, Italy and Austria, and every phone that is purchased with the EU warranty can be sent to one of these services to be repaired. All transportation costs are client's responsibility.
c. If client purchased phone without European warranty, but with seller warranty, then he needs to contact our service team (email@example.com) and after that send the phone to MobileShop closest repair service.
Can I expect to get the User manual together with the phone?
Most of the time, the manufacturer itself with the phone gives User manual written on language where the phone was manufactured. If you need User manual to be on English, for most models you can find it and download it from MobileShop product page.
Can I buy a phone from MobileShop together with some operator contract?
MobileShop does not offer options to buy a cell phone from MobileShop web site together with contract from some operator company. MobileShop is individual company that sells products from open market only.
Can I buy the phone in installments?
MobileShop does not have option for paying in installments nor is giving any kind of loans to its clients.
Why on MobileShop web site you have the same model with different prices?
MobileShop has only one goal and that is to offer to our customers the best possible prices on the market. For this to be possible MobileShop is supplying from various companies worldwide. This is why on our web site you will find phones with different language packs, keyboards and specifications, and this is why these models sometimes have different prices.
Why do you have different prices for different colors of same phone on your web site?
a. The purchase price of phones with different mask color is different, so automatically its selling price has to be different.
b. It is important to know that all these cell phones are identical to all other technical features - the only difference is color of the mask, which means that above mentioned reasons are the only ones that are making the difference in the price.
Can you deliver in small towns and villages?
a. MobileShop can deliver on every address in the EU that is covered by GLS
Can I personally come and take over my order?
There is no possibility for client to come personally and pick up the order he placed on MobileShop web site.
Can I return my phone, what is the procedure and what is the time period that I can expect my money to be refunded?
a. In cases that buyer within 14 days after receiving his order decides that he is not satisfied with the phone and wants to return it, he can do that by shipping the entire order, phone and all its accessories (please read 2b. for more details) back to MobileShop at its own expense and when MobileShop establishes that phone is intact and that the phone and all its accessories are properly returned, customer will get his money refunded.
b. If you decide to return items from your order for any reason, before sending it back, please send an e-mail to MobileShop sales department with all information (phone details) as well as an explanation why would you like to return your order, together with your contact information at firstname.lastname@example.org.
c. After that you will be contacted from our sales department and they will provide you with all necessary information and will give you closest address where to return your order.
d. From the moment when clients order gets delivered back to MobileShop in undamaged condition, money will be refunded to the customer within 30 days or customer will be sent a voucher in the same amount, that can be used for purchasing any products on our web site. Client is the one who chooses whether he prefers a voucher or money refund.
Package was delivered to me damaged, how can I refund my loss?
If you asked for your package to be insured when ordering, than it is necessary when picking up the order to notify courier service delivery person that the package is damaged and he/she will make a remark of this in their system. After that you need to send us an E-mail with detail description of package, its damage and if possible to include the pictures as well.
After that we will file a claim at the insurance company agent and when they process our claim and refund us for damage, we will sent you money on your account or you will be able to purchase something else in that value from MobileShop web site.