FAQ - Frequently Asked Questions About Electronics Frontier!
Will the phone and tablet work properly in my country?
Sure! All phones and tablets we sell can access 4G LTE or 5G data with all mobile carriers in the UK and Europe. All phones and tablets sold on this site are sourced from reputable suppliers in all over the world. To guarantee satisfaction for every customer, we make sure every phone and tablet will support the English language. The main 4G LTE bands used in the UK and Europe are 800, 1800 and 2600mHz. Our phones and tablets will support at least two LTE bandwidth. All phones and tablets will be able to connect through 2G and 3G networks with any service provider unless specified otherwise.
Can I use my phone or tablet right out of the box?
Definitely! All phones and tablets we sell are fully unlocked and sim-free. We install the Google Play Store for Android phones if it did not come out of the factory with one. This means to start using your phone, all you have to do is to insert your sim card and have the battery charged.
What does the warranty cover?
Electronics Fronter provides a 12-month warranty for all mobile phones and tablets by itself. Under warranty, we will repair or replace your device back to working condition. You can ship to our UK warehouse and we will send it to our Hong Kong repairing center for a checkup and the cost of parts might be charged subject to terms & conditions of the respective factory warranty. If your device is damaged due to accident or general wear and tear, we can still assist you with the repair but you will be responsible for the cost for return shipping, parts, and labor.
How long does it take for you to ship out an order?
We dispatch within 24 hours after receiving an order. However, there are times when we have unexpected inventory shortages. In such cases, we will contact you through email to inform you about the expected date of shipment. You may choose to wait for re-stock or cancel it to receive a full refund.
Do I need to register for an account to place orders?
No, but we recommend you to. You are not required to register for an account in order to shop at Electronics Frontier. Your email address, payment, and the delivery details are all we need. All order updates will be sent to your through ordering email. However, we strongly recommend you register an account with us. With an account, you may opt to receive updates about our sales and offers that are exclusive to registered customers.
What security checks will be taken to make sure my purchase is valid?
Rarely, we may contact you to request further proofs/documents from you to validate your order. We will do our best to contact you as soon as possible to minimize the delay in your order.
How can I cancel my orders when it is under process?
Please contact us through email for details regarding cancellations. We will hold your order once we have received your request and process with a refund as soon as possible. An administration fee may be deducted from your refund if an order has already been dispatched, requiring us to pay for its return shipping.
Can I claim manufacturer cashback/rebate for items the bought from your website?
Sorry, you cannot. Goods that are purchased from our website are not eligible for cashback or rebate at their respective manufacturers.
If an item I purchased has dropped the price after the transaction, will you refund the price difference?
Sorry, we do not. As our listing price is directly affected by the frequent changes in sourcing costs, we are unable to issue a refund of the price difference.
Why is my phone/tablet not displaying English?
We do our best to make sure all the electronic items we sell will display the English language by default. Unfortunately, sometimes an item may display another language right out of the box. Should this occur on your purchase, please contact us through email. Our technical support team will assist you to set the item into your desired language.
What would be the language of the Manual for my ordered product?
The manual arrived with the box will come in the language of the sourced region that may not be in English. You will be able to find an online copy for the product at your local official manufacturer's site. Many recently released mobile devices do not come with a manual at all.
Will I receive the official power charger with my order?
Yes, you will. The item you have purchased will come with the original charger. If the charger that is included in the box is not compatible with your local plug, we will provide a UK-adapter with the order free of charge.
How can I pay for my order?
We currently accept credit cards issued by MasterCard, Visa, Discover and Amex via PayPal or Stripe We also accept payment directly through PayPal or Stripe. We strongly recommend you check out by registering or logging into a PayPal account - you will receive extra protections as a buyer and PayPal may offer you extra discount on purchases.
Shipping and Delivery
Do you offer free shipping on orders?
Yes, for ALL orders with value over GBP 50, we provide a Free Express Delivery by DHL or DPD.
Can I pick up my item at your location?
Sorry, you cannot. We are sorry to inform you that we do not have a retail location outside of Hong Kong.
Where do you ship to?
Shipping is free to the United Kingdom (including England, Scotland, Wales and Northern Ireland)
Do you ship to PO Box address or hotel?
It depends. We generally only ship to a permanent business and residential addresses. However, some reshippers and hotels may be able to take delivery of our parcels. Please contact us before ordering if you are unsure. Thank you.
Cancellation & Return
How do I return my order?
Before returning your order, please contact us through email. We will provide instructions for your return. Non-authorized return requests (without noticing us first) may not be processed.
Return of a Faulty Item, DOA Item
If your product is faulty or dead on arrival (DOA) within 14 days of receiving the merchandise, you are definitely eligible for a return. As long as you fulfill all conditions in the Term and Condition page, point 3.1. outlined above, you will be approved for a return. Upon approval, you will have to organize a courier to pick up your complete package (refer to 3.1 above for details) and have item(s) returned to a UK service address (for both UK and Ireland orders). Once we receive the product and inspection is passed, the refund or exchange will be processed. Electronics Frontier reserves the right to replace the faulty item with an item that is refurbished to a brand-new condition. Fees? - Of course, there are no admin fees in this situation.
Return of a Wrongly Delivered Item
If we deliver the wrong products, you are entitled to a return under this clause. You must notify us within 14 days of receiving the merchandise and you may opt for a return or exchange. As long as you fulfill all conditions in the Term and Condition page, point 3.1. outlined above, you will be approved of a return. Upon approval, you will have to organize a courier to pick up your complete package (refer to Term and Condition page, point 3.1 for details) and have item(s) returned to a UK service address(for both UK and Ireland orders). Once we receive the product and inspection is passed, the refund or exchange will be processed, and the return shipping fee will also be reimbursed to you after the related invoice is provided. Fees? - Of course, there are no admin fees in this situation. Fees? - Of course, there are no admin fees in this situation.
If you find your package is missing an item or your product is missing an accessory upon the recipient of goods within 48 hours, please contact our customer support and we will open a courier case to investigate the issue and the investigation could take up to 5 working weeks before a resolution is provided.
Can I cancel my order if I change my mind?
Yes, you can. You can submit cancellation requests by sending us an email. We will proceed with your request as soon as we have received your message. You will be eligible to pay for return shipping and a restock/administration fee may be charged for processing a return if the order has already been dispatched.
When can I expect a reply to my email messages?
Our business hours are Monday - Saturday 10:00am - 8:00pm GMT+8. We can usually answer your request within 24 hours or on the next business day.