Frequently Asked Questions

How long will it take to repair? 

The timeframe for a repair or service depends on the type of handset, the problem and what's required to conduct the repair - for Walk in customer most phone repairs are undertaken within 30 min - 1 hour, Tablet iPad repairs 1 to 2 hour or same-day for Mail-in / courier customer. 

You can contact our customer service team directly, and they can advise you of the current turnaround time specific to your device and repair requirements. If your device has experienced liquid damage, this can sometimes create complications that extend the repair time.

Do I need to make an appointment to have my phone repaired?

The Cheshire Repair Service Centre is located on the Brook Street, Chester. No appointment is necessary to drop a repair in to us, just come along any time to our repair centre and we will book in your repair and give you a receipt .

I would prefer to bring my device in person. Can I wait while it is being repaired?

Yes, you are welcome to use our Walk-in Repair Service,  typically most phone repairs will take around 1 hour and iPad repairs take 2-3 hours.

Simply drop of your device for repair and explore Chester City Centre while you wait. Full details about Chester's attractions are available here link www.visitchester.com

our advanced repair system keeps track on the progress of your repair and will notify you by text message once it is ready

Will I lose any data from my device?

For the majority of repairs, your data will remain unaffected, however there are some instances such as liquid damage that could result in data loss. We strongly advise all customers to back up their data before sending in their devices.

We endeavour to keep all information intact, unless it is necessary to remove as a part of the repair. These repairs usually include software problems or liquid damage. If your data is particularly important please do let us know when you send in your mobile phone.

How do I send in my device for repair?

Firstly, order your repair online. Once your have proceeded through the checkout and made payment you will be automatically sent an order confirmation by email.

This will contain your unique Order number. Please print this out and include with your device in a box or padded envelope making sure it is properly protected.

We recommend that you use Royal Mail’s Next Day Special Delivery service which is insured up to £500 and is fully trackable. Then send it to:

Cheshire Repair Centre
99 / Brook Street
Chester
Cheshire
CH1 3DX

Once we receive the device we will start by inspecting the device, if the fault is as you described on the quote system (i.e if you selected a broken screen and this was correct), we'll repair and return your device as quickly as possible and keep you notified by email or text.

If the problem is more serious than expected we may need to contact you to advise you of a new price, and get your authority to continue. Once we have completed the repair we will return your device using Royal Mail Next Day Special Delivery.

What if I don’t know what’s wrong with my device?

Sometimes it isn’t obvious what is wrong with your device. If this is the case, we offer diagnosis service. Simply select the ‘Diagnostic Service ’ from the repair page. Once we receive your device, our technicians will inspect it and contact you with the repair work required. If you choose not to go ahead with the repair, we will return your device free of charge. See our Terms and Conditions for further details.

When do I pay for the repair?

Payment for repair is made upfront. If there are additional repair requirements, payment will need to be made before any repair work can be completed.

Do I need to send my sim card or memory card with my phone?

No we will not be held responsible for sim cards or memory cards received.

When will my repair take longer than usual?

While we can carry out most repairs within our specified timescales, sometimes we are unable to do so. Instances when this can happen include:

If the part we require is not in stock and/or we are unable to source the part from the manufacturer quickly. If parts need to be ordered then our colleagues will keep you informed.

What if my phone cannot be repaired or I choose not to continue with repair after receiving estimate?

If your phone is determined to be un-repairable or you don't wish to continue with repair, you can either pay the return shipping fee plus inspection fee and have the phone returned or you can request that the phone be discarded or recycled free of charge.

How are your purchases delivered?

All items are dispatched using Royal Mail delivery services and will require a signature upon delivery. If you are not in at the time of delivery Royal Mail will leave a card instructing how to collect your package.

Can I return goods?

Goods can be returned unopened in their original packaged condition within 28 days of purchase for a full refund.

What kind of parts do you use for repairs?

We only use 100% genuine parts where possible. If original parts are not available we will source the next best thing OEM parts from the same factories that produce the parts.

Why have I received an additional repair recommendation?

We inspect each and every device thoroughly before repair to ensure there are no other issues relating to your device. 90% of all devices we receive have involved some form of accidental damage; either by being dropped or having some form of impact damage. Depending on the location of the damage this can affect underlying components and compromise their future reliability. If an actual fault is identified we will advise of the necessary action required. Alternatively, if a recommendation is made we explain the reasons for this and ask for your approval before proceeding. We make recommendations as a duty of care to ensure the continuing reliability of your device and to prevent the need for it to be returned again for repair. All customers can choose to decline any recommendations and continue with the original repair only. If you have any questions regarding additional repair recommendations, please contact customer services directly.

How much does it cost to fix iPhone screen?

Apple warranty will not cover physical damage to glass on your iPhones and will actually charge you iPhone 7 Plus £156.44 / iPhone 7 £136.44 / iPhone 6S Plus 156.44, iPhone 6S 136.44, iPhone 6 Plus 156.44, iPhone 6 £136.44, iPhone SE £136.44, iPhone 5 series £136.44.

Our Apple iPhone screen repair prices range from iPhone 7 Plus £149.00, iPhone 7 £99, iPhone 6S Plus £130, iPhone 6S £75, iPhone 6 Plus £85, iPhone 6 £60 and iPhone 5 series £45.