FAQs

If you have purchased a device using our Twilight 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 on 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 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

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 2 PM AEST are dispatched same day and will be sent via Australia Express Post. 

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!

Yes, we do deliver to P.O Box addressed through Australia Post

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 daily 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 may be delivered using our traceable Twilight Delivery if you chose that option.

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 offer payment using Visa, Mastercard or American Express and processed via Stripe. We also accept payments via Paypal which allows you to make payments via credit card. 

Customers can choose AfterPay or Zip for instalment options. Interest may apply.

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 - 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.  

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 grading applies 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.

Great: Normal signs of wear with visible scratches and scuff marks on the casing and light scratches on the screen.

Good: Our best value for money, showing signs of medium to heavy wear including scratches, scuffing and drop marks.

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

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.