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Frequently asked questions

What happens if I receive the wrong device?

Immediately contact us:

Does my device come with accessories?

Please refer to the item “What’s in the box” in the product description to explore accessories.

How do I receive more information about a device?

You may refer to the specification on the listing or 

How do I request a device that is not in stock?

Kindly contact us

How long does it take for my order to arrive?

Based on your location delivery can be between 2 – 5 days.

What is Pre-Owned?

In search of an affordable device that doesn’t compromise on quality? Preowned device’s are the perfect blend of eco and budget-friendliness. 

Our preowned devices undergo a thorough inspection and forty one-point diagnostic test to ensure they look and work like new, giving you the full experience of owning a new device whilst avoiding the high cost. Additionally, if it’s durability you’re concerned about, we provide a product warranty on all preowned devices. 

By purchasing a preowned device, you are reducing e-waste, saving money, and gaining a quality device. 

What is Open-Box?

Open-Box devices refer to products that have been returned after being opened. Although these devices are essentially new and unused, the opened packaging classifies them as "open box."

Warranty Process

What is an OBF?

An OBF (Out of Box Failure) is when the device has a hardware fault within the first 7-days of receiving your product.

What are some of the things OBF’s don’t cover?

An OBF needs to be a hardware related issue that hasn't been caused by negligence of the user, also anything relating to App’s or the installed operating system is deemed as an OBF.

How do I report an OBF?

Simply email support@mymobileza.com with the fault you’re experiencing with the IMEI or invoice.

What happens if I don’t report the fault within 7-days?

The claim will be treated as an in-warranty claim and not an OBF. 

How do I submit an OBF Return?

The device needs to be returned in its original packaging with all original accessories included. If it does not return in this manner, it will be treated as an in-warranty return.

What is an in-warranty claim?

If you have bought a new device or accessory from MyMobile, email support@mymobileza.com with the fault and IMEI no. of the device and someone from our team will reach out to you and troubleshoot the device. If we are unable to help you we will arrange for the device to be collected. We will then arrange for the device to be sent to an Authorised Repair Centre.

Warranty products differ according to devices and should be referred to in the description of each product respectively, although, this is a summarised guide:

  • Samsung Devices: Two-Year Warranty
  • Samsung Wearables & Accessories: One-Year Warranty
  • iPhone Products: One-Year Warranty

Kindly note: Upon assessment, should there be traces of liquid or physical damage, the device will be deemed as out-of-warranty.

How long does a warranty claim take?

Approximately 14 working days.