FAQ – Frequently Asked Questions
About us
Some of our staff are in the TLC Business since almost thirty years and we have expertise in selling online since more than 15 years.
During these years we have established ourselves as an European reference for our products quality, prices, and unparalleled customer support.
In addition to all the equipment needed to carry out the repair work, we sell 100% genuine or very high-quality, legal, compatible spare parts for all brands and models of all best-selling smartphones and tablets.
Do you also repair devices?
No. We are wholesalers for spare parts and repair equipment for repair shops.
As a repair shop, can we receive a special pricing list?
Yes, your prices will be adjusted based on your revenue of the last 30 days, thanks to our dynamic discount tiers (Premium Levels).
You can view your tier in the “My Account” section.
I can’t manage to login with my credentials. What can I do?
If you have forgotten your password, click on the “Forgot Password” link at the login page, you will receive an email with the instructions to insert a new password.
If you have any other problems authenticating call or Whatsapp our support at +356 77555086, or write us at info@phoneparts.mt
We have more than one office, can we have multiple addresses?
Yes, you may specify one mandatory billing address, but you can have multiple shipping addresses, as long as they are located in the same country as the billing address.
Can I see my orders history? What about my invoices?
In your account area you have access to your full orders history and invoices.
Do you have a minimum amount for the orders?
There is no strict minimum order requirement.
However, for orders shipped outside Malta, a 5€ “order processing fee” will be charged if the total value of the products (which excludes taxes and shipping) is below 40€.
What is the best way to gather information about a product I want to buy?
We strive to always provide the most up-to-date and accurate information about the products we sell, which is typically obtained from our suppliers or manufacturers. Please make sure to always read the full product description, technical specifications, and check the compatibility section (if available) before making a purchase.
The product images shown on our website are for illustration purposes only and may not be an exact representation of the actual product. We encourage you to refer to the product description and specifications for the most accurate information.
Our company is based in the EU, do we have to pay VAT?
If your company is registered in the VIES system and you have correctly entered your VAT number during the registration process, you are eligible to purchase goods using the VAT Reverse Charge mechanism at a 0% rate.
Which payment methods do you accept?
We accept:
– Paypal*
– All major Credit cards*
– Bank transfers
– Wallet points you accumulated with your orders (refer to the payments page for more information)
– Cash (Only for Maltese customers at pickup from our facility in Swatar)
* May incur in transaction fees
How do you ship the orders?
We ship all orders by DHL Express (air freight 24H), towards all the countries where we sell.
What are the delivery timelines?
Orders placed before 3 PM are processed and dispatched to the courier on the same day.
Delivery within Europe typically takes 24 hours, while outside Europe it takes 2-3 business days.
However, we cannot be held responsible for any delays due to unforeseen circumstances such as inclement weather, courier technical issues, public holidays, or other uncontrollable factors.
I’ve received a faulty product, what can I do?
First of all, kindly take the time to thoroughly inspect the product before initiating a refund/exchange request to confirm that the product is actually defective.
For instance, in the case of an LCD screen, it’s beneficial to test it with another motherboard to ensure proper installation.
If the product is found to be truly defective, you can easily initiate a refund/exchange request from your account area by selecting the order related to the defective product and submitting the request.
The customer will always be responsible for the return shipping cost, unless there are special agreements in place between Phoneparts and the customer.
What are the warranties?
All spare parts come with a 3-month warranty that begins on the date of receipt. However, if a well-known defect arises after three months, Phoneparts will still consider a refund for the defective item.
All tools are covered by the European legal warranty, which is as follows:
- 12-month warranty for professional users
- 24-month warranty for individual users.
The customer will always be responsible for the return shipping cost, unless there are special agreements in place between Phoneparts and the customer.
How the defective products are refunded?
If Phoneparts determines that the product is defective, the refund will be issued either as credit points in your account wallet or according to the payment method selected at the time of ordering. In some cases, a replacement of the defective product may also be possible.
The customer will always be responsible for the return shipping cost, unless there are special agreements in place between Phoneparts and the customer.
What conditions must a defective product meet to be eligible for a refund?
All defective products must be returned in their original packaging, including:
Tools: original box, accessories, power cable, and all protective parts. Phoneparts will not consider products with missing or damaged packaging.
Spare Parts: All spare parts must be returned in their original packaging, including any protective materials such as airbag packaging, front and rear protection film, and adhesive protection film.
If the customer is unable to return the defective product with all its parts, they must inform Phoneparts staff beforehand and obtain a shipping authorization.
The customer will always be responsible for the return shipping cost, unless there are special agreements in place between Phoneparts and the customer.
How do you handle my sensitive data?
All pages on our website are accessed using the HTTPS protocol, which encrypts all data transmitted between your web browser and the website using the latest TLS protocols.
Payment transactions are not processed or transmitted through our servers but are instead carried out directly on the secure servers of the payment processing companies (e.g. PayPal, Stripe, etc.).
Your private payment information is not handled, saved, or read by our IT staff or equipment.