Help Center

Help Centre

Need help with your order or a product? You're in the right place. Browse the topics below or message us on WhatsApp and we'll reply within minutes.

Orders & Tracking

How do I track my order?

Once your order has been dispatched (within 0–3 business days of payment), you'll receive an email and/or WhatsApp message with your tracking reference. You can check live status anytime on our Order Tracking page.

How long does delivery take?

Orders shipped from our China / Hong Kong fulfilment network typically arrive within 5–15 business days after dispatch. Delivery times vary by destination and are shown at checkout. Custom clearance or carrier delays can occasionally add time — if that happens, our team will follow up with you.

Is shipping free?

Yes — we offer free tracked shipping to the United Kingdom, United States, Australia, Canada, Ireland, and most of Europe. For all other destinations, shipping costs are calculated at checkout based on your location and order value.

Can I change my delivery address after placing an order?

Contact us as quickly as possible at sales@buy2fix.co.uk or via WhatsApp. We'll do our best to update your address before dispatch, but we cannot guarantee changes once the order has left our warehouse.

My order says delivered but I haven't received it — what should I do?

First, check with neighbours or a safe location on your property. If the parcel still can't be found, contact us within 5 days of the marked delivery date and we'll raise an investigation with the carrier.

Returns & Refunds

What is your returns policy?

We accept returns within 30 days of delivery. Items must be unused, in original packaging, and in resalable condition. Full details are in our Return & Refund Policy.

How do I start a return?

Use our Buy2fix Return Centre to log your return and get the return address. You'll need your order number and the reason for the return.

My item arrived faulty — what should I do?

We're sorry to hear that. Under the Consumer Rights Act 2015, you have the right to a repair, replacement, or refund for faulty goods. Contact us at sales@buy2fix.co.uk with your order number, a description of the fault, and photos or a short video. For items worth £25 or less, you don't need to post it back — a video is enough.

When will I receive my refund?

Refunds are processed within 2 business days of receiving and inspecting your return. You'll be notified by email once the refund has been issued. All refunds are returned to your original payment method.

Products & Compatibility

Are your products genuine OEM parts?

We sell high-quality aftermarket replacement parts and accessories that are compatible with the devices listed. Unless explicitly stated as OEM or original, products are third-party compatible parts. All products are quality-checked before dispatch.

How do I know if a part is compatible with my device?

Each product listing specifies the exact models it is compatible with. If you're unsure, use our Ask Us page or message us on WhatsApp — we'll confirm compatibility before you order.

What does your 1-year warranty cover?

Beyond your statutory rights, we provide a 1-year warranty on manufacturing defects. If a product stops working due to a defect within one year of delivery, contact us and we'll arrange a replacement or refund. The warranty does not cover damage caused by incorrect installation, physical impact, or misuse.

Payments & Pricing

What payment methods do you accept?

We accept all major credit and debit cards, Apple Pay, and Google Pay. All payments are processed securely via Shopify Payments — we never store your card details.

Will I be charged import duty or VAT?

For UK orders £135 or under: Delivered Duty Paid (DDP). What you see at checkout is all you pay — no import VAT, no customs charges, no courier handling fees. Buy2fix pays these directly.
For UK orders over £135: Import VAT, Customs Duty, and courier handling fees are the recipient's responsibility and payable upon delivery.
For international orders: customs duties and import taxes are the recipient's responsibility.

Contact Us

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