Frequently Asked Questions (FAQ)
Ordering & Payment
What payment methods do you accept?
We accept payments via PayPal, Apple Pay, and credit/debit cards including Visa, MasterCard, American Express, Switch, Solo, Visa Delta, and Visa Electron. All transactions are securely processed by PayPal.
Do you offer PayPal Pay Later?
Yes. With PayPal Pay Later, eligible customers can split their purchase into smaller interest-free payments. The availability and terms depend on your PayPal account and country. Simply select PayPal as your payment method and look for “Pay Later” during checkout.
Are there any hidden charges?
No, there are no hidden charges. All prices shown on our website are final and include FREE delivery. They are also VAT/GST free, and we guarantee to reimburse any import charges if incurred.
What currency should I use to pay?
The currency is pre-selected based on your delivery country. For example, orders to the United Kingdom must be paid in GBP, those to Australia in AUD, and so on. Orders placed using the wrong currency will be cancelled and refunded. We are not responsible for any exchange rate loss in such cases.
Products
Are the products you sell brand new and genuine?
Yes, all our products are brand new, original, and sourced from authorised distributors. We do not sell used or refurbished items.
Are your smartphones unlocked?
Yes, all our smartphones are factory unlocked and can be used with any network worldwide, unless otherwise stated in the product description.
Will your smartphones work with my network provider?
All our smartphones are compatible with networks in European countries. If you're unsure about compatibility with your specific network, please contact us before placing your order.
What does “Global Version” mean for your smartphones?
Global Version smartphones support multiple languages, come with Google services pre-installed, and are compatible with major network bands worldwide.
Shipping & Delivery
Is delivery free?
Yes, all prices on our website include FREE standard delivery to eligible destinations. No hidden fees or extra charges at checkout.
How long does delivery take?
Our free standard delivery typically takes 10-15 working days. A DHL/FedEx express delivery upgrade is also available at additional cost and usually takes 3-7 working days.
From where are the items shipped?
We dispatch orders from our warehouses in Australia, Canada, France, Hong Kong, Netherlands, and the United Kingdom. Items are shipped based on your delivery address and stock availability to ensure the fastest service possible.
What happens if my order is lost during transit?
We offer a 100% compensation for loss of items during transit, i.e., a replacement will be provided as soon as the courier company confirms the loss of the package. If the package has been delivered according to the tracking system of courier companies, you will not be entitled to file any claims. In such cases, it will be the customer's responsibility to contact the post office or courier company, whose telephone numbers will be available on request. We will also try to assist you as much as we can. Replacement can only be arranged if the courier company has confirmed to us the loss of the package.
VAT & Import Charges
Will I need to pay any VAT, GST, or import charges?
No. All prices displayed on our website are VAT/GST FREE and include FREE DELIVERY. If any VAT, GST, import duty, or courier handling charges are incurred, we will reimburse them in full. Please retain your customs invoice and follow the steps outlined in our VAT Reclaim section.
How do I reclaim VAT or other import charges?
If you are asked to pay VAT, GST, import duty, or a courier handling fee, please go ahead and pay the charges. Then, either complete the “VAT Reclaim” form on our website or email a copy of the customs receipt to customerservices@onestop-digital.com. We will issue a full refund of the amount paid upon verification.
Returns & DOA
What is your returns policy?
You may return items within 7 days of receipt if you are not fully satisfied. Products must be returned at your own expense and in brand new, unused condition with all original packaging, accessories, and documentation intact. Returns requested after the 7-day period are subject to a 13% restocking fee. We reserve the right to reject returns that do not meet these conditions.
What if the item is faulty or damaged on arrival (DOA)?
If your product is dead or faulty on arrival, please notify us within 7 days. We may request photos or videos to verify the issue. A return or exchange will be offered, provided the product is returned in its original condition and is later confirmed by the manufacturer to have a manufacturing fault.
Warranty
What does the warranty cover?
All products are covered by a 12-month warranty against manufacturing defects under normal use. The warranty covers parts and labour for repair. It does not cover damage from misuse, accidents, unauthorised repairs/modifications, software issues, or consumables like batteries or cables (unless faulty upon arrival).
Who pays for shipping when claiming warranty repair?
You will not incur any shipping charges for warranty repairs. We will either arrange for a courier to collect the faulty item from you or reimburse all shipping charges if the item is returned from the country where the order was originally delivered. To qualify for reimbursement, you must: (1) provide a valid postal receipt, (2) ensure the fault is confirmed as a manufacturing defect, and (3) use a postal service specified by us.
Is the warranty transferable?
No. The warranty is only valid for the original purchaser. If the product is sold or given away, the new owner will not inherit the warranty coverage.
How long do warranty repairs take?
Most warranty repairs are completed within 2-4 weeks, depending on the nature of the issue and availability of spare parts. We will keep you informed throughout the process.
Will I receive a replacement or a repair?
We follow a repair-first policy. A replacement will only be provided if the product cannot be repaired within a reasonable timeframe.
General
Where are you based?
We are a Hong Kong based company, but we operate warehouses in Australia, Canada, France, Netherlands, United Kingdom, and Hong Kong. Orders are dispatched based on your delivery location and stock availability.
Can I contact you directly for support?
Yes. You can contact us either via the contact form on our website or by emailing us at customerservices@onestop-digital.com. We respond to all queries within 24 hours. If you do not receive a reply, please check your spam or junk mail folder.
