FAQs

General questions

How can I feel confident that my phone is in safe hands?

Lovefone is one of the leading iPhone repair companies in the UK. We offer a repair as good as Apple's at a fraction of the price. We prefer to let our customers speak on our behalf; we have over 200 customer reviews on www.freeindex.co.uk and Google Places that are completely independent and unmoderated.

What is your repair guarantee?

All repairs are guaranteed for parts and workmanship. Our high quality parts are pre-tested and guaranteed for 1 Year.

Do you use high quality parts?

We purchase the highest quality parts available, assembled in the main Apple Foxconn factory in China. We've carefully developed our supply chain and have a consistent supply of excellent parts – which is why we can offer our one-year performance warranty on our repairs.

Will you perform repairs on iPhones still in warranty?

We focus on repairs caused by accidental damage, faults or wear and tear not covered under the Apple warranty. If your iPhone has a fault that is repairable under warranty we would advise you to contact your retailer in the first instance.

Do you follow up after repair?

Customer satisfaction is incredibly important to us as much our business comes from referrals and word-of-mouth. We follow up each repair with an electronic receipt and the option to leave a review of our service. If you are unsatisfied in any way we’ll take steps to address it.

I am worried that my data will be seen by your repair technician and could be misused 

We have a strict privacy policy, but if you are worried about your data, just use the Passcode Lock (see Apple's instructions) on your iPhone and no one can see the data on the device. As we use high quality parts, which are pre-tested, there is no need for us to get into your iPhone and test the functionality. Be sure you note down your Passcode Lock PIN.

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While you wait service  

How does the While you wait service work?

Many of our customers can't bear to be without their iPhone. Because of this, we offer a While you wait service where the phone is repaired in your presence. Read our detailed explanation of the While you wait service.

Where are you located?

We’re located on lovely Charlotte Street in Central London (see the map on our Contact page). Our office is on the second floor of 64 Charlotte Street, above Berkeley Scott Recruitment. Look for a blue door and the Lovefone sign.

How long does the repair take?

It depends upon the nature of the repair but the majority of repairs are completed under 15 minutes, with some iPhone 4 repairs taking up to 60 minutes. You are welcome to read through our magazines or go for a coffee on Charlotte Street.

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Express mail service 

How does the Express mail service work?

Our Express mail service is very straightforward. You simply select your repair, pay for it on our site, send us your phone and we send it back fully repaired. Read our detailed explanation of the Express mail process.

How long does it take to fix my iPhone?

Almost all of our Express mail repairs are completed on the day they are received, but sometimes due to circumstances out of our control we may take a little longer. We will keep you informed via email on the status of your order (i.e. when we receive it and when it is repaired and shipped). Your order will also be given a unique reference number you can quote at any time for an update

Are the prices on the website inclusive of postage and VAT?

Yes, prices include VAT and Royal Mail Special Delivery which insures your iphone for up to £500 and will reach you by 1pm the following day.

How should I post my iPhone to you?

We strongly recommend that you use Royal Mail's Special Delivery service as it will allow you to track your iPhone and includes insurance up to £500.

How do you return my repaired iPhone to me?

We use a high quality cardboard postal box with foam inserts to package the phone. The package is sent by Royal Mail Special Delivery, which includes insurance up to £500 and is fully traceable.

What happens if you can't fix my iPhone?

On rare occasions, a problem may seem simple, but actually be more serious. For example, the LCD may look like it's broken but the problem is actually to do with the logic board. In this case, we will return the phone and refund your payment immediately.

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Courier dispatch service 

How does the Courier dispatch service work?

Our Courier dispatch is the ultimate in convenience. Simply drop your iPhone at your reception and we'll have it picked up, repaired and back to you in 2-3 hours. We use a bonded courier that can be tracked in real time using GPS trackers. Read our detailed explanation of the Courier dispatch process.

How long does the repair take?

Typically 2-3 hours is normal for Zone 1 or Canary Wharf. However some repairs do require more time than others; we will advise you of timings once you fill in your details on our website.

What if I am outside Zone 1 or Canary Wharf?

Not a problem. When you enter your details into our website, we will advise on the courier costs based on the postcode you provide us. We’ve negotiated excellent rates with our courier and should be able to provide a cost effective option.

What forms of payment do you accept?

Cash, major credit and debit cards and PayPal.

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Other questions? 

If you have any queries that we haven’t addressed please get in touch by emailing us at info@lovefone.co.uk or phoning us on 0207 078 4341.

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