FAQ

In the check up section, under your order summary, you’ll see a box with "discount code". Enter your promo code and click on 'Apply'.

Unfortunately, we're unable to apply promo codes to orders that have already been placed.

If you used your discount or promo code on an order that was canceled , don't worry! We've got your back. 

Reach out to us here and someone from our Customer service team will get back to you with a new one to replace it.

We accept all major debit and credit cards including Visa, Mastercard and American Express.

When making a payment using your debit or credit card, please ensure your name and billing address matches the card holder address details held by your card issuer.

We also accept payment via PayPal and iDeal in the Netherlands.

Potential reasons why your payment was declined:

-The card is expired.

-Billing address has changed or doesn't match what’s on file with the bank or card issuer.

-Card has reached or exceeded its transaction limit.

-Card is blocked or reported for unusual activity.

-Insufficient funds on the card.

-You’re abroad, or foreign currencies are not accepted on the card.

If your payments were declined for any of these reasons, contact your bank or card issuer. You can easily find their phone number on the back of your credit or debit card.

Delivery times are published on of each listing.

• Business days are Monday through Friday and generally exclude holidays and weekends.

• For orders placed after 1 p.m., delivery time will be calculated at 8 a.m. the following morning. (So get those orders in early! 🕙 )

• We'll also send you a tracking number within 24 hours after you place your order, so you'll be able to track your device and know right when to expect it.🎁  (We know you're excited, we are too!)

Please note that every seller has a different cutoff time for orders that ship the day they are placed. It's not a guarantee that an order will ship the same day it is placed.

During the holiday season🎄, the influx of orders and severe weather conditions can delay the delivery of your order. For larger items, delivery times may be longer.

Damages can occasionally happen during shipping, but, we’ve got you covered!

-What "damages" mean?

Damages can include cracked or broken screens, dents or scratches below the grade you purchase , broken cameras, speaker issues, or anything that affects the general use of the device.

-What should you do?

If your package arrives visibly damaged, you can refuse it right at delivery. Once doing so, just let your seller know by following the steps in the next section.

If you find the damage after opening the box, we're still here to help! All you need to do is reach out to the seller directly for help. To do this, we ask that you report the damaged delivery as soon as possible (within a maximum of 3 business days following delivery) to ensure your seller can report the damage to the shipping carrier. Lastly, keep the packaging, so we can figure out how it was damaged and prevent that from happening again.

Once you reach out, they’ll open an investigation with the shipping carrier and help you get a replacement or refund.

-How do I contact and report the damage to you?

To report the damage, click hereand write us the message and provide the details (The damage, your order number and etc.) 

The customer service agent will need a few things from you. If you send the following photos when first messaging them, this helps resolve the issue faster:

○ Packaging (please keep the packaging until the seller resolves the issue)

○ Shipping label showing the tracking number

○ The damaged device (include at least 3 photos for clarity)

What do I do if I damaged my phone?

Accidents happen. But if you have damaged the device, or if the device has been in contact with water or has been to a humid place, then the warranty is expired and we can not help you anymore.

Your order is confirmed as delivered, but your package isn’t at the usual dropoff point. Do not worry! We are here to help you find it and bring it back home.

-What should I do if my order is missing? 

If your package was confirmed as delivered by the carrier, but you haven’t received it yet, here are some places to check:

○ With your neighbors — the carrier might have dropped off the package at a house or apartment unit nearby for security purposes.

○ Less visible areas surrounding your home or apartment to prevent theft.

○ Your door or mailbox for an “attempted package delivery notification”slip from the carrier.

-What if you’ve tried all of these options, and still can't locate your package?

Please reach out to a customer service by clicking here.

To do this, they have to file a claim with the carrier, which means you’ll need to give them the following documents: 

Copy of a photo ID (state-issued driver license, passport, or state ID)

We ask that you submit these documents within 3 business days of the expected delivery date.

How to make sure your order will be shipped to the correct address:

When placing your order, be very careful to use the correct delivery address, including any apartment numbers, before completing the order. Many computers and smartphones will autocomplete these fields, so look out for that!

Ok! so you were very careful but inserted the wrong address. Just head to our contact page.

Don't forget to give them your order ID.

100% yes. All the smartphones on our website are unlocked and compatible with all the network providers.

At Mobileone, we have put lots of time and energy to gather a team of professionals to examine and control the devices, so that you receive the quality you deserve.

Here’s how we do that: 

• Quality control— We have had years of experience in this field, this helps us to find the best source for our products Apart from that, we have gathered a team of professionals who closely and expertly test the devices and products before shipping them to the customers.

• Safety nets— With electronics, issues often reveal themselves only after regular use. This is why we provide 30 days to change your mind but also a 1-year warranty (Except for batteries sold on the website), to make sure that you’re happy with what you’ve bought in the long term.

Smartphones always include a compatible charging cable laptops include a charger. All the other products such as batteries and LCDs do not include anything else other than the product itself.

Waterproofing is not maintained on refurbished and used devices.

During the tests and quality controls, some devices are opened so that tests and diagnoses can be conducted by our technicians, which is why waterproof sealing is not guaranteed on the devices sold on MobileOne.

What do we recommend?

We highly recommend that you don't jump into a pool, take a shower, or do dishes with your Apple Watch on, as this will damage your device and will instantly void your 1-year warranty.

We also recommend that you don't use your phone with wet hands. And please don't bring your phone in the shower for music, as steam and condensation can easily damage the internal components of your device.