GRADE MOBILE®

Get Answers | Help Centre | Frequently Asked Questions | GRADE Mobile

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Absolutely! Every single device goes through extensive testing using cutting edge, industry-leading technology to make sure no phone has any faults. Very few companies in the UK have access to our testing robotics used worldwide by some of the industry's leading companies including Verizon.

You can track your order by clicking HERE 

All you need to do is enter the tracking number provided on your order confirmation email. 


Yes, all of our devices are fully unlocked to work with all major networks across the world!

This will be on your order confirmation email GM######. If you need any assistance please contact sales@grademobile.co.uk

Unfortunately, we are not able to offer any customer walk-ins to our facility. We are solely based online at the moment. We do not have any physical stores.

Yes, you can either purchase your item in full with one payment,  you can use PayPal Credit; which spreads the cost of your item over 4 Months (Basket minimum of £99), or we are now fully partnered with Klarna.

We like to hold our phones to the highest standards possible. If a phone doesn't have a good enough battery, we will replace it with a new one. No questions asked.

Every device has a bare minimum of 80% Battery Health, but the average phone will sit at around 90%

We offer next day delivery with every single one of our orders!

As long as you place your order before 15:00 Monday to Friday, the order will be shipped out on the same day with Royal Mail TRACKED 24-hour delivery. Orders placed after 15:00 will be shipped on the next working day.

Please note that if you order on a weekend or bank holiday, your item will be processed and shipped the next working day. 


Yes, you can track your order by clicking HERE 

All you need to do is enter the tracking number provided on your order confirmation email.


If you contact us before your item is shipped, we can change your address. Please note we strive to process all orders within an hour.

However, we are not able to change the address once the order has been fully processed and shipped. You will receive a confirmation email once your order has been shipped. 

If you have received a damaged item from us, such as cracked, bent or overall damaged, you must contact us within 24 hours so that we can raise an investigation with the delivery courier. 

We will then schedule a replacement to be sent and your original item to be returned. We may need you to provide a sworn statement to help us in the claim against the delivery courier. 

All devices include a minimum 12-Month warranty. Standard. This means that we will repair or replace any item that develops a fault within the warrantied timeframe. You have the option to purchase a warranty extension at checkout to cover your device for 24 months or even 36 months! Please check our Warranty Terms and Conditions for more information. 


Every one of our devices is fully checked and tested before shipping, however, we fully understand that in some rare cases devices can develop a fault.

When a device develops a fault, your warranty entitles you to a free repair or replacement. If you have any specific questions on what is covered please speak to our customer service team.



We do not cover faults that are caused by accident, neglect, misuse, normal wear, and tear, or any alteration or repairs carried out without our prior knowledge or approval.

If any repair or alteration is made to your device without our prior approval, your warranty will automatically become void. This includes any additional extensions that you have purchased. If your warranty is void, you will not be entitled to a refund for any extensions or upgrades. Sorry!


Batteries are covered for a maximum of 3-Months. This is due to the battery being a consumable component and will naturally wear over time and with use. 

We make sure all devices are sold with at least 80% battery health from new or above. All of our devices should last for at least 2 years with average use until a battery replacement is necessary. Which we can provide a price matched service against any online store or high street store for our customers. 

Your warranty won't cover any changes to Apple Policy or any Software Updates released by Apple. Only functional hardware.


At GRADE Mobile, we highly value your privacy and work hard to make sure every one of our customers has a safe and secure purchase experience with us.

When returning your device, your iCloud account must be removed. We cannot refund or replace your order if the iCloud account is still on the phone. Your return may be rejected if an iCloud is present on your returned device.

If your device is faulty or you are returning it for a repair, it will be repaired first by one of our technicians. The device we will then be returned to you.


Please contact our customer service team if you are having any trouble or have any questions.


These items are the best condition available. They are in almost perfect condition with no signs of use when held arm's length from the eye. The device may have up to 3 blemishes such as a hairline scratch. Overall, this is the best condition to buy and will leave you extremely satisfied with your purchase.


Please bear in mind that the grade of a device is purely cosmetic and will is not related to the functionality of the device. Every device, no matter the condition, is in full working order and has been fully checked and tested using industry-level software. 

These items are those that couldn't quite be classed as pristine or renewed. Grade A- will be a good condition device with some light signs of use. Any wear to the device won't be visible during use or impede the functionality or enjoyment of the device. 

Please bear in mind that the grade of a device is purely cosmetic and will is not related to the functionality of the device. Every device, no matter the condition, is in full working order and has been fully checked and tested using industry-level software. 

These items are those that show signs of normal wear and tear. It will be a standard condition device, which may have dents and scratches to the rear case and screen from everyday use. No cracks or heavy damage. There will not be anything that will impede the usability. 

Please bare in mind that the grade of a device is purely cosmetic and will is not related to the functionality of the device. Every device, no matter the condition, is in full working order and has been fully checked and tested using industry-level software. 

Simply put, Yes! We only sell Refurbished products. We are recycling and renewable enthusiasts!

We source our devices from upgrade trade ins, insurance buy backs, and customer cancellations. All devices are industry-level cleaned, data wiped and tested to work and feel like new!

Buying a phone shouldn't be complicated or stressful in any way, shape or form. That's why we have taken all of the worries out of the process.

Your order will come with a minimum 12-month warranty which includes a 30-Day Money-Back Guarantee. This means that if you don't like the size of your phone, want a different colour or simply would prefer a different device, then we have you covered! You can return your device for a full refund within the first 30 days starting from the day of delivery.


Don't forget that we can always provide a replacement device of a different colour if you aren't happy with what you ordered.

If you have any questions or issues just let us know, we are a friendly bunch!



No problem whatsoever!

We want you to be 100% satisfied with your item so just organise a return with our dedicated customer service team and we can get a new colour sent out to you at no extra cost. Our team can be reached on sales@grademobile.co.uk

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Grade Mobile and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app .

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Grade Mobile run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as Grade Mobile have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Grade Mobile from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Grade Mobile  All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk .

What happens to my statement, when I've returned the goods?

Once Grade Mobile has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods.

In the event that your goods have not been received please call Grade Mobile to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at www.klarna.com/uk , where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options. 

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 30 days work?

Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk .

Am I eligible for Pay later in 30 days?

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 30 days?

Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Grade Mobile run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 30 days?

Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

What are my payment options with Klarna?

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

What happens if I cancel or return my order?

As soon as Grade Mobile have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ products even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Grade Mobile  All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.

Have you received my payment?

If you pay by card, Grade Mobile will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com /uk.

What happens to my statement, when I've returned the goods?

Once Grade Mobile has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods.

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please contact Grade Mobile to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

I have asked for a refund. How will I be refunded?

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

I haven’t received an email with my statement/payment information.

If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options. 

This is a surprisingly simple issue to fix. 

In most cases, you will need to leave the phone to charge for an hour or two.

Another solution can be as simple as trying a different charger or even a different wall socket, you could possibly use a friend or family member's charger and use a wall socket in a different room in your house. 

If the problem persists, please get in touch for one of our experts to help or organise a repair or a replacement device. 


Some older devices from Apple are no longer supported by their software updates.

The latest version of iOS (the Apple operating system) is currently iOS 13. This normally receives a yearly overhaul with minor updates being released throughout the year. 

Here are some devices that are not compatible with iOS 13 and above

  • iPhone 5S (and older)
  • iPhone 6/6 Plus
  • iPad Mini 2
  • iPad Mini 3
  • iPad Air (2013)

Some Apps such as Netflix and Facebook require the latest versions of iOS to be installed on your device in order for them to be downloaded. So, if you are having trouble downloading some apps you may need to update your device's software.


To do this, simply go to Settings > General > Software Update.


If your device is not compatible with the latest version of iOS or iPadOS then you will not be able to download certain apps.

This is actually a lot simpler than you may think. In the vast majority of cases, this is just a dust build up from your phone being in your pocket or bag etc.

Debris can build up if it isn't regularly cleared out, so just as a bit of general maintenance give it a clear out every now and then. You can use a small pin to ease out any fluff and debris. Then try and plug your lightning cable in again, you should see a noticeable difference. Repeat until the cable sits flush in the port

Below is a list of the only devices that have Apple Face-ID.

  • iPhone X
  • iPhone XS
  • iPhone XS Max
  • iPhone XR
  • iPhone 11
  • iPhone 11 Pro
  • iPhone 11 Pro Max
  • iPad Pro 12.9-inch (2018) (3rd generation)
  • iPad Pro 12.9-inch (2020) (4th generation)
  • iPad Pro 11-inch (2018) (1st generation)
  • iPad Pro 11-inch (2020) (2nd generation)

Email - You can always contact our dedicated Customer Service Team at sales@grademobile.co.uk 

Live Chat - You can click the tab in the bottom right corner of your window to start a live chat with an available operator. They can walk you through anything you need 

Phone - If your issue is urgent, please call us on 0800 368 8607


Simply tell them your order number and explain your issue and we will do our very best to find the best solution for you

Please do feel free to give our customer service team a call.

We are open Monday - Friday between 09:00 and 17:00.


One of our advisors will be on hand to resolve any issues or answer any questions you may have.