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FAQ's
Customer Service

Our office opening hours are Mon-Fri 9.30am-5pm. (UK Time)(Excluding weekends and Bank Holidays). We aim to respond to all queries within 48 hours (2 Working Days), however most queries will be responded to quicker than this.

If you can't find the answer to your question on this page, please contact Customer Services at sales@totallymobile.co.uk.

Orders
Do I have to order online?

Yes, as this is the safest and most secure method of paying.

Is it safe to order online?

Yes. All orders are placed through Play which is safe and secure.

Can I make changes to my order?

Unfortunately, once you??ve submitted your order it is not possible to amend any details of the order. If you change your mind about a product please refer to our Returns Policy for information on `Returns Process?? products.

Can I cancel my order?

Unfortunately, once you??ve submitted your order it is not possible to cancel it. If you change your mind please refer to our Returns Policy for information on 'How to Return'.

I've received an incorrect or faulty item?

Please contact us immediately so that we can issue a returns authorisation. We will take prompt action to resolve this for you.

Deliveries
Where do you deliver to?

We currently deliver to the UK to include Northern Ireland, the Channel Islands, Isle of Man, Isle of Wight and the Highlands and Islands of Scotland. Republic of Ireland, and Europe (Excluding Andorra, Canary Islands, Greenland, Gibraltar, Iceland, Norway, San Marino, Switzerland and Vatican City State).

How much does delivery cost?

UK (Economy Delivery) ?? 3-5 working days - FREE

How long will delivery take?

Please see Delivery Details for more information.

What time will my delivery arrive?

Deliveries can be made any time between 7.00am and 9.00pm, so please ensure there is access to the delivery address at all times during this period.

Can you deliver to a different address than my billing address?

Yes. This can be a work address or another residential address. Make sure you have this set as your primary PayPal address when ordering.

What if I am not in when my parcel is delivered?

The delivery company may leave the parcel with a neighbour, or if there is a safe, secure location at the property they may leave the parcel there. The delivery company will leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been delivered to, how to contact them to re-arrange a delivery time or to advise where you can pick your parcel up from.

What if my parcel does not arrive?

Please contact Customer Services on sales@totallymobile.co.uk and we can investigate further, and if necessary action a claim with the carrier on your behalf. Please note that this can take up to 21 days to process the claim with the carrier.

Returns
How long do I have to return items?

You are able to return unsuitable items within 7 days of the date shown on the dispatch note. Please return this in the original packaging. Some items (such as opened headphones) may not be returnable for hygiene reasons. This will be indicated in the product description.

How do I return an item?

Please contact us in advance of returning any item so we can issue the relevant returns documentation. This will dramatically speed up your return and any subsequent refund or replacement. Please note we are unable to process returns where returns documentation has not been issued.

How long does it take to process the return?

We aim to exchange products within 2-3 days of them arriving with us. In cases where a refund is required we aim to process this within 4-5 working days, but it may take up to 21 days for the refund to reach your account.

Do you refund the delivery charge?

Yes, in certain circumstances. Please see our Returns Policy for more information.

Products/Stock
I need more information about a product?

We aim to give as much information under the product descriptions as possible, however if you have any further queries please contact Customer Services at sales@totallymobile.co.uk and we will try and find out for you.
Will you be getting more stock in?
Please contact Customer Services at sales@totallymobile.co.uk with the item code and/or name and we will try and find out if we will be getting more stock in.