Frequently Asked Questions

1. Where is B4Utele.com located?

B4Utele.com is a company registered in England & Wales (UK) with operating centres around the world. Our offices are located in Birmingham & London.

2. What currency is my order billed in?

All orders and pricing shown on our websites are in GBP Sterling.

3. What currency do B4Utele.com accept?

UK, GBP Sterling only.

4. Where is B4Utele.com shipping my goods from?

We ship from our world-class logistics operation in Hong Kong.

5. I live in the UK, will I have to pay Import duties/Customs fees?

Yes. You will be responsible for any duties/fees levied upon your order after delivery.

6. Do the Phones & Cameras have a manufacturer’s warranty?

Generally, products from B4Utele.com do not have a manufacturer’s warranty, as all the phones and cameras are parallel imported items. However, here at B4Utele.com, we do offer a return policy that provides a high level of customer satisfaction.

7. Can I order by phone, fax, or any other methods?

Unfortunately at this moment in time, we will only accept secure transactions through our website directly (or any other affiliated sites) B4Utele.com has involvement with in order to protect your personal information and ensure security.

8. Is it safe to order through B4Utele.com?

Yes absolutely! B4Utele.com is a security certified website and hosted on a dedicated secure payment server with world class payment processing. This means your information is securely handled by us in a confidential manner. All your information provided to us is being protected & encrypted during payment processing.

9. What is the charge for shipping and tax?

The shipping rate fluctuates due to a number of factors, such as weight & destination. Customers can check the shipping rate during the checkout process. For all international orders, customers are responsible for the customs and import duties applicable.

10. What does SIM Free mean? SIM unlocked mean?

SIM Free: This means that your phone purchase does not include a SIM card. SIM Unlocked: This means that the phone is not locked to any particular phone service provider. Before you make a decision to purchase a particular phone, please make sure that the frequency of your mobile phone network is compatible with the phone you wish to purchase. There isn’t a commitment to any minimum term contract to purchase our phones.

11. Will the phone I purchase work in my country?

Within the United States and Canada, the majority uses only GSM 1900 bandwidth. In UK, Australia and most parts of Asia with the exception of Japan and South Korea, their networks use GSM 900 / GSM 1800.

Here are the country's ranges for your reference:

Quad Band GSM 850/900/1800/1900 WCDMA
Europe, Asia, Africa, North America, South America, New Zealand and Australia

Tri band GSM 900/1800/1900 +UMTS
Europe, Asia, Africa, North America, South America, Australia, and New Zealand

Dual band GSM 900/1800
Europe, Asia, Africa, South America, New Zealand, and Australia

12. Can I use the charger in my country?

Triband phones arrive with travel chargers (100-240V) and a transformer isn’t needed. Dual band phones usually arrive with 220V chargers. We will provide you with a compatible plug adaptor for free with your order.

13. When will my order be shipped?

Generally, orders are shipped within 1 - 2 days after payment has been received.

14. Can I track my order?

You may track your order under the website of the respective courier service used at the time of despatch.

A tracking number will be provided through email correspondence once the package is shipped from our warehouse.

PRODUCTS AND STOCK

How do I find the product I am looking for?

There are several ways to look for products on our site. You can search by brand, by keyword or from the main headings at the top of each page

2. How reliable is product availability?

Product availability is updated daily. In case of an availability problem, where the number of orders exceeds the current stock level, you will be informed by email with an expected availability and delivery time for your order.

3. Do you stock any other products?

All the products available are shown on the website.

4. Where can I find technical information on products?

Every single product has a technical information sheet attached to the product information. The main technical details about the product are on this sheet.

5. What is your pricing policy?

We attempt to offer the most attractive prices online. If you find a product cheaper elsewhere, please inform us as you may be able to provide you with a better deal.

6. What happens if the price of the product changes between my placing an order and receiving the goods?

Once your order and payment have been validated, we cannot modify the price of the product you have ordered, whether there is a decrease or increase in the price of the product.

7. What if I find a cheaper product elsewhere: do you price match?

We may, in some circumstances price match, but we do try to offer the most attractive prices online. If you happen to find a cheaper product elsewhere, please inform us as you may be eligible for a cheaper deal. Ebay or other online auctions sites are not valid. *Please also note, finding a cheaper product elsewhere will not necessarily mean B4Utele.com will price match.*

8. Are the products on your site compatible with UK specifications?

All the products we sell are sourced from Asia. Most models we carry are of European specifications, as they are models that the manufacturers sell in Europe. Some products may therefore arrive with 2-pin plugs. However, please note that we provide an adapter for the UK 3-pin socket free of charge.

Although we may not guarantee a manual is available in your choice of language, some downloads are provided on request.

ORDERS

1. How do I place an order?

You can place your order online or with one of our sales agents by contacting us.

2.What payment methods are available?

We offer a number of payment options for your convenience: Credit card/Debit card, Bank wire transfer, please contact us for details.

3. Can I place my order by Email / Fax?

For security reasons we do not take orders by email or by fax.

4. Are my credit card payments secure?

We use one of the most reliable secure payment systems available on the Internet: the SSL protocol. All of your personal details are protected and encrypted before they are sent for processing.

5. Is money withdrawn from my account directly after I have placed an order?

For security reasons, your card is charged on the day of your order.

6. I want to pay by bank transfer. How does this work?

Please contact us for further details and a customer service representative will assist you.

7. Can I add items to my order after it is completed?

Due to credit card security policies, once you have placed an order we cannot add items to it. You would need to order separately or cancel your current order and place a entirely new one.

8. How can I track my order?

Tracking information will be supplied to you after your order has been processed and shipped. Generally this is 48hrs or so after your order has been placed (please note, weekends & bank holidays are not applicable)

9. Is there a security check?

For your security, every single order goes through a security check. Complementary information may be required by e-mail or fax in order to validate your order.
Consequently, in order to proceed with your order, we would need one of the following from you:

• An alternative e-mail address (for security reasons, we cannot validate orders with anonymous email addresses attached, eg: Yahoo, Hotmail, etc...)


• A landline telephone number (company or home line) that can be checked on the directory (Electoral roll , BT White pages, Yellow pages, etc.) Please note that mobile phone numbers are not acceptable when security screening takes place.


• For all orders, we ask you to send us a fax of a piece of ID (driving licence, utility bill, or equivalent)

10. How can I consult, download and archive a bill?

The receipt and order details will be automatically saved to your individual user area by entering your registration details on the site anytime after you have placed an order through the internet with B4Utele.com.

11. What happens if the product I ordered is not in stock?

We will inform you by email with an indication of the availability date. If this situation occurs, we will dispatch your order as soon as we receive the product at our facility.

12. What delivery options are available?

Express delivery via Fedex/DHL™ Worldwide Express, the global market leaders of the international air express industry. Postage and packaging for express delivery to the United Kingdom is calculated during checkout. Generally our products are shipped from our warehouse within 48hrs after placing the order. Delivery time after this point is generally between 3-5 working days. We Ship Worldwide! (areas deemed as high risk do not apply)

13. How long does delivery take?

DHL/Fedex - 3-5 working days after the goods have been shipped from our warehouse

14. Can I place an order to be delivered to someone else / to another country?

Yes, but the order has to be placed and paid for via Bank Wire Transfer. Please contact us for further details.

15. Can I change the delivery address?

Please note - B4Utele.com will only ship to the registered credit/debit card biling address when paying by this method. We can ship to a seperate delivery address if the order was placed via UK Cheque or International Bank Transfer providing the funds have cleared to our account.

16. How can I track my delivery?

Tracking information will be supplied to you after your order has been processed and shipped. You will then be able to check the status of your order online. This will be sent to your registered email address that was used when you signed up on the site.

17. How do I obtain a copy of my invoice?

This will be accessible from your personal area by logging in with your registration details and you can also request this by contacting us.

18. How do I change my password?

Contact us and we will modify your account details providing you answer some security questions about your initial registration.

19. If I order from you again, do you keep my personal details or do I have to go through the order process from the beginning?

Your personal details will be saved and if you place a new order, your personal details will appear when you enter your email and password. For security reasons, we do not stock your card details, so these will need to be re-entered with each new order.

20. What happens if my parcel is lost by the courier?

If your parcel is lost during delivery, we will follow a standard procedure of opening a search file with the courier. This investigation normally takes 7-10 working days. ** Please note, we will not be held responsible for lost/stolen items if optional shipping insurance during the checkout is not taken. We strongly advise all customers to purchase at a very small expense. If Insurance is not purchased & the item is lost/stolen during transit, B4Utele.com can only reimbuse you for the standard shipping insurance amount of $100 **

SPECIAL OFFERS AND SERVICES

1. Do you offer any special deals or discounts, such as gift vouchers?

You can regularly find special offers and promotions on our site for special events and holidays such as Christmas, Easter, or Mother's Day. We also offer special discounts in the form of promotional codes.

2. How can I get a promotional code?

The codes can be found in our adverts in the press as well as on our partners' websites.

CANCELLATION AND REFUND

1. I want to cancel my order in full.

You can cancel your order in full before it is dispatched.

If your order is being prepared for dispatch when you make your cancellation request, we cannot stop the parcel from being sent out. Consequently, if you do refuse delivery by the courier, a refund will be provided to you less the shipping charges to and return shipping charges back.

Once the parcel refused by you has been registered at our After-Sales Service, you will receive an email and you can then request a partial refund.

2. I want to receive information regarding the refund of my order.

Following the partial or full cancellation of your order, you will have received an e-mail advising you that a refund request is in progress. You can view the refund terms and conditions below, according to the method of payment you chose (this list is not exhaustive):

When returning an order, any applicable import duties for the import will still be the responsibility of the customer to settle, not B4Utele.com

Credit card online:

If your order was paid for by credit card on our website, the refund amount will be credited to your account within 5-10 working days

Bank transfer:

If your order was paid for by bank transfer, the refund amount will be credited to your account within 3 to 5 working days.

Cash/Cheque (UK)

If your order was paid for in cash or cheque, your refund will be made via cheque which will be credited to your account within 3 to 5 working days.

DELIVERY

1. What time should I expect my parcel to be delivered?

Deliveries are made during office hours (9 am – 5 pm).

2. Will I be informed of the exact time of delivery?

Couriers deliver during office hours. For more specific details, you can contact your courier directly.

3. What happens if I'm not at my delivery address at the time of delivery?

The courier will leave you a delivery card for so that you can contact them and arrange another delivery time or arrange a collection at their facility.

4. Do I have to sign for the parcel personally, or can someone else sign for it?

A person in your household may sign for the parcel, but they will be asked for some proof of identity.

5. Can I refuse the delivery?

Yes. If you do not sign for the parcel, the courier will return it to us (return shipping fees will apply)

6. What procedure should I follow when my parcel is delivered?

You should open the parcel in front of the driver to check that the parcel is in good condition and that all the items in the box correspond to your invoice.

7. What happens if my parcel has been damaged or opened / mishandled?

If DHL/Fedex delivered your parcel, you will need to contact the courier not later than 2 days after the delivery and open an investigation file. It is for this reason that B4Utele.com urge all customers to purchase optional shipping insurance during the checkout procedure. If insurance is not purchased and problem in transit does occur, you may not be eligible for compensation.

8. What if I receive someone else's order?

If you find someone else's order in the box that was delivered to you, please inform us by contacting us. We will investigate further and advise on the appropriate course of action.

9. Why hasn't my order been dispatched?

At B4Utele.com we attempt to deliver on time every time. Unfortunately at times delays with the courier can be completely out of our control which we cannot be held responsible for. If you are in any doubt or concern whatsoever - please do not hesitate in contacting us for further information.

WARRANTY AND AFTER-SALES SERVICE

1. Can I return my product if I'm not happy with it?

You have a 7 working day money-back guarantee that starts when you receive the product.

2. What kind of warranty do you offer?

Most products are covered by the manufacturer's 12-month warranty, however as goods are sourced fro Asia, the warranty may not be applicable in your country/region - please contact your local accredited service centre for more details. Please note, we cannot be held responsible if a manufacturers warranty is not applicable in your country/region.

3. How does the warranty work?

During the first year of warranty, if you experience any problems with the product you contact the manufacturer's after-sales service. The contact details for most of the manufacturers can be found on our site.

5. How do I follow the progress of repairs on my product?

We keep you informed by email, and if necessary, you can always contact us for further details.

6. Who pays for return shipping fees ?

If your product malfunctions during the first 7 days and our technical analysis reveals that the malfunction is covered by the warranty, we will reimburse you for shipping fees.

Please keep a record of your shipping fees and send us a copy by postal mail, remembering to include your order number, to the our registered address:

7. How do I send a product back to you?

Please send the product back by insured and recorded delivery.

8. I have a question about a product that I've returned to you.

Products which have been returned to B4Utele.com, should take approximately 7 days to reach us. They then undergo a preliminary technical inspection, which can sometimes take a few days. They are registered on the system only after the preliminary technical inspection. You will then receive notification by e-mail that the product has been entered into the system for the next step. if there are any questions that you have that still need answering please do not hesitate in contacting us.

B4Utele.com Team