FAQs

Need some guidance with any questions you might have? Our team is ready and waiting to talk to you and give you advice on your communication device needs. We stand by our outstanding customer service, we want you to experience LUV for yourself! We can be contacted Monday to Friday during 9am - 5pm on (02) 9099 4444.

If you have purchased a phone using our same day delivery service, please ensure you add your email address during check out so you get live updates on your delivery. All orders dispatched will have a tracking number. This tracking number will be emailed to you and can be used in the relevant courier's website to see how your delivery has progressed.

You will receive an email notification detailing your tracking number which you will be able to track items sent via Australia Post go to: www.auspost.com.au or call 137678.

Rest assured all purchases are backed by our minimum 12 month warranty and access to our 7 Day Customer Service Support team plus we have a telephone support line available. Our team will be able to answer calls Monday to Friday during 9am- 5pm.

 

We have access to some of Sydney's best mobile phone technicians who handle our warranty repairs and can also provide repair quotes for items that are outside of warranty or physically damaged.

Our Store opening hours are

Monday - Friday 9am - 5pm

Thursday 9am - 8pm

Saturday and Sunday - 10am - 4pm.

Depending on where you live and what delivery option has been chosen (or is available) delivery can take between 1 - 5 days.

All orders placed before 4pm are shipped same day express post. 

luvyourphone has the quickest delivery, 4PM cut off for same day dispatch, 7 day a week customer service and a team that prides itself on having a customer first service for everything we do!

Our Sydney Store is located in Beverly Hills NSW.

Our Store opening hours are

Monday - Friday 9am - 5pm

Thursday 9am - 8pm

Saturday and Sunday - 10am - 4pm.

 

If you are not home at the time of delivery, a card will be left by Australia Post to collect your item from your nearest post office.

Due to our daiily cut off time and fast dispatch, it is important to ensure you have the correct delivery address details entered through the checkout process. If you do need to change the delivery details, please contact customer service and we will do our best to assist you but can't guarantee that the change can occur.

 

 

 

 

We ship all our items with Australia Post express post.

If you are within the Sydney NSW same day delivery network, the item is delivered using our traceable Same Day Courier Service.

We back our devices with warranty, please contact us if you encounter any issues with the device.

We cover the postage cost if you encounter any issues within 30 days from the date of purchase.

Returns are generally processed and completed within 5-14 business days depending on the fault with the device.

Simply click here and try again. Try clearing your cache and cookies, if not, email us or use the live chat

If you forgot your password, click here and enter your email address. If there is an account associated with the email you provided, you will receive an email asking you to reset your password. Click on the link, enter your desired password and confirm, then log in.

If you forgot your password, click here and enter your email address. If there is an account associated with the email you provided, you will receive an email asking you to reset your password. Click on the link, enter your desired password and confirm, then log in.

We only accept payments via Paypal which allows you to make payments via credit card and bank deposit.

Please send an email to support@luvyourphone.com.au or (02) 9099 4444 during business hours 7 days a week.

Yes, all sensitive data is transmitted securely to us using 128 bit encryption utilising an SSL Certificate. Noted by the "Padlock" in the address bar.

Please contact our live chat customer service team who are available during the following hours.

  Mon - Tues: 9AM - 7PM AEST
  Wed - Fri: 9AM - 9PM AEST
  Sat: 12PM - 9PM AEST
  Sun: 10:30AM - 9PM AEST


We aim to provide a response time on 90% of emails we receive. Alternatively, please send an email to support@luvyourphone.com.au.  

We process our orders promptly, please contact us if you wish to cancel your order.

We have a wholesale division, please contact our customer suppport team via email at support@luvyourphone.com.au or call us (02) 9099 4444.

No, there is no limit. You can order your desired device(s) as long as it is in stock.

At this stage we can only process orders via Paypal. Unfortunately, we do not process orders over the phone.

No, as we can only ship within Australia.

Yes, you will receive an automatic tax invoice email which details your purchase information and shipping details. We can also email a PDF invoice through to you after the transaction has been completed.

If you encounter any issues within your warranty period, as long as the device is not physically or water damaged, you can send it back for repair/replacement. If you need to have your device repaired outside the warranty period, we can also provide a quote to repair the item for you. We have access to Sydney's best phone technicians and have been repairing phones for 20 years.

 

We provide 12 months warranty on all our devices.

 

We use the following grading system to identify the physical condition of each product.

Brand New: A brand new, unused product in its original packaging. Accessories and documentation are brand new and sealed. For some mobile phones, the packaging may have been opened in order to unlock the phone prior to sale.

For non-new products, the following gradings apply to the main unit (e.g the handset, in the case of a mobile phone):

New Condition: The product is in perfect condition and resembles a brand new unit. Accessories and documentation may have been opened.

Near New: The product is in an excellent condition but may exhibit minimal or minor marks. Accessories and documentation may have been opened.  

SIM card compatibility would depend on the device you have purchased. Please check the description tab for each device to get more information.

Yes, we have a Sydney store located at 480 King Georges Road, Beverly Hills NSW 2209.

Our Store opening hours are

Monday - Friday 9am - 5pm

Thursday 9am - 8pm

Saturday and Sunday - 10am - 4pm.

 

 

If you require a new SIM Card, please contact your service provider, as using SIM Adaptors, Incorrect SIM Cards, or SIM's that have been cut, can and may damage the SIM reader in the device. This is classed as Physical Damage, and is not cover under luvyouphone's warranty

Our devices are network unlocked and can be used on any network.

As we purchase the phones/tablets through trade-in programs and in bulk we cannot determine the exact age but we offer warranty regardless and can estimate the age based on when the handset launched.

All phone batteries have differing capacity and the amount of time that they will last depends on capacity and type of usage. Luvyourphone tests every battery to ensure that it is above 80% of its original manufactured capacity.

From time to time the capacity of the battery drops unexpectedly, causing issues. Batteries are covered by warranty – to take advantage of this warranty please email us at support@luvyourphone.com.au and we will diagnose the problem and resolve it for you immediately.