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.
DELIVERY
How do I track my same day Sydney delivery?
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.
How do I track my delivery?
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.
What happens if something goes wrong?
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 respond to your enquiry during business hours:
- Mon - Tues: 9AM - 7PM AEST
- Wed - Fri: 9AM - 6PM AEST
- Sat: 12PM - 9PM AEST
- Sun: 10:30AM - 9PM AEST
How long does it take for my device to arrive?
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 2PM AEST are shipped same day express post.
Why buy from us?
luvyourphone has the quickest delivery, 2PM 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!
Do you deliver to PO Box address?
Yes, we do deliver to P.O Box addressed through Australia Post
I was not home at the time of delivery.
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.
Can you deliver to a different address?
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.
What delivery methods are available on your website?
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.
RETURNS
What should I do if my product arrives and it's faulty?
We back our devices with warranty, please contact us if you encounter any issues with the device.
Will I have to pay for the postage if I need to return my product?
We cover the postage cost if you encounter any issues within 30 days from the date of purchase.
I've returned my product. When will I receive my repaired device or replacement?
Returns are generally processed and completed within 5-14 business days depending on the fault with the device.
WEBSITE
I cant login to my account
Simply click here and try again. Try clearing your cache and cookies, if not, email us or use the live chat
How do I change my password
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.
I've forgotten my password, how can I reset it
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.
What payment methods can I use on your website?
We only accept payments via Paypal which allows you to make payments via credit card and bank deposit.
How can I get in touch with you?
Please send an email to support@luvyourphone.com.au or (02) 9099 4444 during business hours 7 days a week.
Is your site secure?
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.
ORDER
My phone or tablet has arrived, but its missing some/all accessories
Please contact our live chat customer service team who are available during the following hours.
- Mon - Tues: 9AM - 7PM AEST
- Wed - Fri: 9AM - 6PM 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.
How do I cancel my purchase?
We process our orders promptly, please contact us if you wish to cancel your order.
Can companies order devices?
We have a wholesale division, please contact our customer suppport team via email at support@luvyourphone.com.au or call us (02) 9099 4444.
Is there a limit to the number of products that I can order?
No, there is no limit. You can order your desired device(s) as long as it is in stock.
Do you accept orders over the telephone?
At this stage we can only process orders via Paypal. Unfortunately, we do not process orders over the phone.
Can I order if I live outside AU?
No, as we can only ship within Australia.
Do I get a Tax Invoice with the goods?
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.
WARRANTY
What do I do if my phone or tablet develops a fault during the warranty period?
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.
What warranty period do you offer?
We provide 12 months warranty on all our devices.
GENERAL
How do you grade your phones and tablets?
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 grading apply to the main unit (e.g the handset, in the case of a mobile phone):
Pristine: The product is in same as 'brand new' device in perfect cosmetic condition, mark free.
As New: Cosmetically almost new with mark free screen and faint marks or casing.
Excellent: Minor marks or light scratches on screen and casing.
Good: Normal signs of wear with visible scratches and scuff marks on the casing and light scratches on the screen.
Used: Our best value for money, showing signs of medium to heavy wear including scratches, scuffing and drop marks.
Will my device be compatable with my current Sim card?
SIM card compatibility would depend on the device you have purchased. Please check the description tab for each device to get more information.
I have a standard Sim card and the gadget I purchased requires a micro/Nano SIM. or vice versa. What
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
What does Unlocked means?
Our devices are network unlocked and can be used on any network.
How old is the phone?
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.
How long does the battery last?
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.