Frequently asked questions

Yes. Every phone is brand new, genuine Apple or Samsung, and sold unlocked. We don't sell refurbished or ex-display stock.

Your phone ships to you from our supplier overseas, not from a UK or US warehouse. That keeps our prices where they are. The trade-off is time, so allow 14-21 business days from order to doorstep. You'll get a tracking number as soon as it ships.

[Import charges policy to be confirmed: who pays any import VAT, duty or courier handling fee on delivery]

Email us as soon as you can. If it hasn't been dispatched, we'll cancel it and refund you in full. Once it's on its way, you can still send it back under our 30-day returns policy.

Checkout runs on Stripe. Pay in full by card, Apple Pay or Google Pay, or split the cost with Klarna or Afterpay (Clearpay in the UK). Stripe checks whether you're eligible for instalments at checkout, not us.

No. You pay on Stripe's own checkout page. We only receive confirmation that the payment went through.

Free on orders over £50. Below that, delivery costs £13.99.

To addresses in the United Kingdom and the United States.

When your order ships, we email you the tracking number and a link to your order page, where you can see every step.

Changed your mind? Send the item back unused and in its original packaging within 30 days of delivery and we'll refund you in full. Return postage for a change of mind is paid by you.

Tell us as soon as you can, with a photo if possible. We'll arrange the return at our cost and send a replacement or refund you in full, whichever you prefer.

Every phone comes with a 12-month Nexcell warranty. If a fault develops that isn't caused by damage, you deal with us, not the manufacturer, and we sort out the repair or replacement.

Accidental damage, liquid damage, and problems caused by unofficial repairs or modifications. Normal battery wear over time isn't a fault.

Use the Support form or email info@nexcell.store with your order number and a short description of the problem. We reply within one business day with the next steps.

Yes. Send us a message through Support and we'll talk you through it by email, or ask for a callback if you'd rather speak to someone.

For an iPhone, enter the serial number on Apple's Check Coverage page. For a Galaxy, check the IMEI in the Samsung Members app. Both are in Settings on the phone and printed on the box.