ga('require', 'GTM-575XD8T'); FAQs: ALL -Support- -Retail- Digiland
Home > Support > Frequently asked Questions
Answer

We recommend that you contact your network service provider who should be able to unblock the mobile phone for you.

All mobile phones sold to us are checked on a secure database called CheckMEND from Recipero which indicates if phones have been registered as blocked, stolen or lost. If a mobile phone has been flagged we are required to hold the mobile phone in quarantine for 28 days to give you the opportunity to get the red flag removed. Under no circumstances are we allowed to return the phone if it is flagged as blocked, stolen or lost by the database because we could have been sent what is potentially a stolen phone. If the block or red flag on the phone is not removed within 28 days then we are obliged by law to destroy the phone and its contents. You can find out more about the Recipero procedures following the link below. http://www.recipero.com/checkmend_due-diligence

Sale
Answer

Unfortunately not. We process high quantities of phones on a daily basis. In order to provide a very fast service, all handsets are automatically stripped of any Memory/SIM cards upon receipt and these are immediately destroyed. Recovering your cards will be impossible for us.

Device
Answer

We will send you an e-mail on the day your phone arrives. Our freepost service should take 2-3 working days to be delivered to us. On some occasions the Royal Mail can unfortunately take up to 15 working days to deliver.

If we have not received your phone within 15 working days then it may possibly be lost in the post. In order to make a claim you will need to contact the Royal Mail on 08457 740740 or visit www.royalmail.com for more information.

Post
Answer

Yes, as long as the payment has not yet been processed for your mobile phone/device sale. You need to contact us as soon as possible to do this.

Payment
Answer

The valuation we have offered is for the handset only. However, if you want to send any accessories like the charger or headphones with your package this will not increase the value but they will be either recycled or re-used. The original box offers the best protection against damage in transit so if you do have the original box we would advise you to return your phone in it.

Sale
Answer

No, it’s completely free. We provide a freepost service for you to send your mobile phone to us. When you complete your order you will receive an e-mail with our pre-paid postage label. Simply pack your mobile phone in a secure box (or the original box the phone came in) and bubble wrap and post it back to us. Postage is free and the tracking number insures your phone for up to £100, but if we have valued it for more than that, we recommend you send it by Royal Mail Special Delivery. The Post Office offers this service and also supplies suitable boxes and wrapping for a small charge.

Post
Answer

If you accurately report the model, condition and memory size of your mobile phone, the valuation of your phone should not change once we have received and checked it.

If however the phone does not match what you have described when we check it, we may deem the phone to be in another price band. In this event, we will contact you with a revised offer price which you are happy to accept or reject. If you decide you are not happy with the revised price, simply tell us and we’ll return your mobile phone/device to you free of charge.

Device
Answer

You can choose to be paid by any of the methods below when you are submitting information about your preferred payment option:

PayPal

You provide us with your PayPal e-mail address and we will send you the money. You will receive 100% of your money and won’t be charged any fees. Once we have processed your device you will receive your money within minutes.

Bank transfer

If you provide us with your bank account details we will pay directly into that account. We take the security of your details and our site very seriously and will never store your details once we have successfully received the funds into our account.

Cheque

Enter your name when completing the payment fields and we’ll make a cheque out payable to that name and send it to the address provided. Once you receive your cheque you can then cash it in with your bank. We aim to send out cheques within 1-2 working days after we have checked your phone. Depending on the bank you use, a cheque can take 4 – 5 working days to clear.

Payment
Answer

Please contact the customer services team on 0344 980 2125 or email us on tradein@digigroup.co.uk and we will try our best to cancel the sale for you.

LL

Sale
Answer

Please contact the customer services team as soon as possible on 0344 980 2125 or e-mail us on tradein@digigroup.co.uk to see if we can cancel the sale for you.

Sale
Answer

You will need to check this within the settings of the phone. Please note that you should not count any additional memory cards that have been added to the device when checking the memory size. Look within setting for Maintenance / Storage on an Android phone or General / About / Capacity on an IPhone

Device
Answer

Power on

If the device powers on and the display turns on then answer YES

If the device and / or the display does not consistently power up, answer NO

Function

If all of the devices components work correctly as they did when the phone was new, select ALL WORKING. The battery must also hold a charge and there should be no signs of bulging batteries.

If one or more of the device functions are not working or only work intermittently, select SOMETHING DOESN’T WORK. This includes the buttons, fingerprint ID sensor, camera(s), flash, speakers, microphone and sensors for motion and light.

Phone Enclosure

If you r device looks brand new with no marks, scuffs scratches or wear of any kind, including in or around the charge port then select LIKE NEW.

If your device has light, general signs of use on the chassis including any of the following: minor scuffs, scratches or marks which you cannot feel with your finger, choose MODERATE WEAR.

If your device chassis has any of the following: dents, deep scratches, marks which you can feel with your finger or the chassis is bent, it has been immersed in liquid or any of the parts (buttons for example) are missing, choose HEAVY WEAR / DAMAGE.

Screen

If the screen of your device works correctly, is original, has never been replaced and has no damage including cracks, scuffs or marks choose LIKE NEW. Please note the screen and touch screen should function and there should be no dead or bright pixels, discoloration, shadowing or shimmering.

If the screen of your device matches the LIKE NEW description but has light scratches only, choose MODERATE WEAR.

If the screen of your device has any of the following issues, choose HEAVY WEAR / MAJOR FAULT: deep scratches you can feel with your finger, cracked or smashed screen, screen or touchscreen doesn’t work, screen doesn’t display images correctly, dead or bright pixels, discoloration, shadowing or shimmering.

Once we have received your device and it doesn't meet the classification you stated, we may have to reclassify its condition and the price we can offer to you. In this event we will contact you with a revised offer which you are free to accept or decline. If you do not wish to proceed with the trade-in, we will return your device to you free of charge.

Grading
Answer

Remove the back cover (if your phone has a cover that is designed to come off) and the model number is usually located under the battery. If you have a phone where the back cover cannot be removed, look at the back of the phone and look for some small text, part of which typically includes the model number.

You can also go into the settings on the phone and look out for ‘about phone’ or a similar description where it should list the model of the phone. In some cases the model type shown may differ from the drop down list on our website. In this instance, you can look up that model code on the Internet and find the common name for your device. For instance an IPhone can show its model type as a MLM72B/A until an internet search for that model reveals the phone to have the common name of an IPhone SE

If you require any further assistance you can contact our customer services team on 0344 980 2125 and they can assist you in finding the model of your phone. Please use another phone other than the one you wish to trade in to make the call if possible.

If you do incorrectly identify your phone, we will advise you of such when we inspect it and if the offer price we supplied differs, we will offer you a revised price.

Device
Answer

We regularly update our website with new mobile phones/devices, so if it’s not listed its most likely not available to sell to us yet. It is also possible you are searching for the Manufacturer part code, not the common name. Try searching for the model number you have found on the Internet and it may reveal the common name for the phone which is listed on our site.

Device
Answer

Please ensure you remove all memory cards and SIM cards before sending your mobile phone to us. Any SIM cards or memory in a phone will be destroyed by us when the phone is processed.

Device
Answer

Our promise is that we will pay you the price offered at the time of your sale and hold this for exactly 14-days. If you didn’t send us your phone within these 14-days, we will offer you the current price on our website.

Sale
Answer

We can replace your cheque but unfortunately we charge £5 to cover the costs we incur to cancel and reissue the cheque.

Payment
Answer

The IMEI number is a unique number given to all mobile phones. This can be used to identify your device. If you enter *#06# your phone should display the 15 digit IMEI number on the screen. If you are unable to do this, remove the back cover (if your phone has a cover that is designed to come off) and look under the battery. Alternatively go into Settings on your phone and look for General / About or About Phone.

Device
Answer

For Android devices - If the Activation Lock or Google account is enabled on any device we are unable to test it or resell the device, we will be unable to access any of the functions and the device will become inoperable. Therefore, we won’t be able to offer the full price.

For Apple devices - If the Activation Lock is still activated, the device will be locked to your iCloud account, which is only accessible with your Apple ID and password. When we try to test it or resell the device, we will be unable to access any of the iPhones functions and the device will become inoperable. Therefore, we won’t be able to offer the full price for it as the device will be locked to your Apple ID and we will be unable to access the iPhone functions.

What happens if I don’t remove my device protection or iCloud account? If the Activation Lock or device protection isn’t removed then we won’t be able to offer you the full price. You may request to have your device returned free of charge within the specified time period.

Locks & Accounts
Answer

We strongly advise you to wipe and clear all data from your mobile device before sending it to us. We need the mobile phone to be clear of any passwords and pins for us to be able to fully process your phone. The best way to ensure all data has been removed from your device is to perform a factory reset which returns your phone to the condition when you first received the phone. The factory reset method varies dependent on phone manufacturer and Operating System. For Android devices go into Settings, About Phone, Reset. For Apple devices, go to Settings, General, Reset.

Irrespective of whether or not we receive a phone which has been factory reset, we will data wipe every phone we process using industry standard software like Mobicode and Blackbelt which produces a data wipe certificate which we will keep for our records to show all phone data has been permanently deleted. The certificate does not contain any personal information relating to you but it will record information about the phone hardware like the IMEI number, Serial number, MAC address etc.

Please note we will not be liable for any lost data if your phone doesn’t make it to us in transit.

Device
Answer

Prices will be identical in store and online with the exception of Web Exclusive products.

Pricing
Answer

The prices we sell our items for here at Digiland are already heavily discounted and normally we do not offer further discounts on the listed stock. However, we may consider an additional discount for large orders of particular items we have in stock.

Please contact one of our sales team for further information on: 01952 238790

Pricing
Answer

We can dispatch smaller items via our courier systems. Larger items such as televisions over 32” can only be picked up. Please check with us before ordering items for delivery

General information
Answer

We have regular promotions on products in various ranges. Please check the website regularly to see which discounts we are currently offering. Look out for our Web Exclusive products.

Pricing
Answer

Yes, we offer a walk in repair centre for most makes and models of PCs, TVs, Laptops, and Tablets. Our Sister company Digicare are specialists in the diagnosis and repair of Samsung products and have an on-site Samsung A-Grade service centre.

Digiland is also able to offer repairs and unlocking services for mobile phones aswell as data recovery services.

Services
Answer

Yes, our sister company Digicare can offer technical support on products purchased from us if required.

The contact telephone number for Digicare is: 03449802125

http://www.digicare.co.uk

Services
Answer

Because we are resellers, your warranty would strictly be with Digiland and is not with the manufacturer

Policies
Answer

We are unable to guarantee if, or when we can get any further items once they have sold out and we cannot order specific models. The products we sell are bought in bulk and the items vary from one load to the next. Our Retail Staff would be happy to assist you to find suitable alternatives.

General information
Answer

Our Retail Shop is open 7 days a week.

Business Hours

   Monday - Friday: 9am to 7pm
   Saturday: 10am to 6pm
   Sunday: 10am to 4pm

General information
Answer

Please Contact us. Fill in your request and we will reply as soon as possible.

Alternatively please contact a member of our sales team on:

 01952 238 790

e-mail at retail@digigroup.co.uk and they will be happy to help you.

Our Address is:

    Digiland House,
    Stafford Park 12,
    Telford TF3 3BJ
    UK

General information
Answer

We accept all major debit and credit cards and PayPal.

General information
Best Prices
Price Match
We will match any like-for-like price (Excludes Sale Items)
Delivery
Free Delivery
Free Delivery except large screen TVs and Refrigerators which we cannot deliver.
Warranty
30-Day Money Back
Plus 1-Year Warranty on all Products.