Frequently Asked Questions

Still have additional questions?  You can contact us during UK office hours via email, phone or Live Chat.

Email: customerservice@whiteboxdirect.com

Phone: 0333 344 2460

With Whitebox we aim to be as flexible as possible so you can chose from PayPal, Visa and Mastercard (both credit and debit), Apple Pay and Google Pay.

Our devices are listed as either:

In stock - Order before 4pm and choose free next day or weekend delivery

Orders of these devices received before 4pm Monday - Friday will be dispatched the same day. Orders received after 3pm will be dispatched the next working day. Orders received after 4pm on a Friday, orders received on Saturday and on Sunday will be dispatched on Monday.

- or -

In Stock. Delivered within 3-4 days (excluding weekends and bank holidays).

These devices have a slightly extended delivery time, but will always be shipped as quickly as possible.

All of our awesome devices come with Whitebox’s 12 month limited warranty giving you complete peace of mind. Any technical problems with the device are then covered for the first 12 months.

Of course if you break the screen or smash the back cover then these, or other such problems caused by “user error” are not covered under the warranty.  However, please speak to us as we might be able to repair your device in such instances at a very reasonable price.

If you need to return your device to Whitebox for whatever reason, please email or speak to one of the team in order to get a returns label and returns sheet. You can call us on 03333 441 720 or email us at customerservice@whiteboxdirect.com

Once you have the returns label and returns sheet, fill it in and send your device back to us.  Please ensure you include your order reference and proof of purchase, so we know it's your order.

30 day monday back guarantee – If you are not happy with the product, then as long as returned in the same condition as it was sent to you, within the 30 day cooling off period we will provide you with a full refund.

Please ensure you return the device in its original packaging with all the accessories (unused!) to receive the full refund. The cost of any used accessories will be deducted from the overall refund (where applicable).

In addition, prior to returning your device, you must:

  • Ensure you take a back-up of any information, personal data, software and other content on your device. You must do this before sending your device to us as your device may be erased, replaced, and/or reformatted according to repair, replace or refund in line with the warranty and / or 14 day return policy.
  • Remove all personal data from your device.
  • Remove all security passwords on your device*.
  • Ensure that Find My Phone has been erased from your iCloud or Google account*.

Note * It will not be possible to repair/replace/refund items returned with these issues still associated with the device. 

Warranty Returns – in line with our 12 month limited warranty, if the device develops a technical fault relating to normal operation, then we will look to repair or exchange the product as quickly as possible for you to ensure you’re not without your phone for too long.

For a warranty return you only need to send the handset and the charging lead.

Please send the return item to:

Whitebox Direct Returns
Wentworth House
The Links
4400 Parkway
Solent Business Park
Fareham
PO15 7FJ
United Kingdom

If you just change your mind return, the cost of postage is your responsibility.  If the device is being returned under warranty for repair / replace, then the cost of return will be refunded to you unless the fault was caused due to your misuse / accident.

The limited warranty is to only cover manufacturer faults and does NOT cover/include the following:

  • Damage caused by improper use on purpose or by accident
  • Damage caused by liquid
  • Intentional damage
  • Damage caused by dropping the product or intentional mistreatment
  • Damage from any unauthorised repair or modifications to the device - including jailbreaking and unlocking.
  • Improper use of accessories
  • Faults or damage from normal use – e.g scratches to touchscreen
  • Battery life – We set our acceptable minimum battery health percentage to be 75% of the original manufacturers capacity.

These are the second-hand devices that we have carefully and expertly cleaned, data cleansed, reset and where necessary, repaired, to ensure you have a top quality product at the fraction of the price when new.

All of our devices are unlocked (SIM free), i.e. they are not locked to any particular mobile network / operator – so, you can definitely use your new phone from Whitebox with your existing SIM card!

The WhiteBox will always include the mobile phone along with a USB charging cable and SIM pin.

Whitebox are a UK company specialising in the sales of second life phones.  You can find out more about us here.

If you need to cancel your order for whatever reason, please get in contact with us via email as soon as you can. Once we have cancelled your order, you will receive your refund within 3-5 working days.

We are very easy to contact. Please either email us on the relevant email address below or pick up the phone to speak to one of the Whitebox team in person.

For customer experience and general enquires: customerservice@whiteboxdirect.com

Telephone: 0333 344 2460