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 became an European reference for our products quality, prices, and 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?
Not at the moment.
We are spare parts and repair equipment distributors for repair shops.
We are Repair Shops/Resellers, can we have a special price list?
Yes, your prices will vary following your monthly turnover, thanks to our adaptive discount levels.
You can check your level 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 our support at +356 27042749, WhatsApp at +356 77555086, or write us at info@phoneparts.mt
We have more than one office, can we have multiple addresses?
Yes, you can have one billing address (mandatory) and many different shipping address (that must be 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?
We do not impose a hard limit on the minimum amount for your orders.
However, for orders shipped outside Malta we do charge 5€ as “order processing fees” if the total amount of the products does not reach a minimum of 30€ (taxes and shipping excluded).
Our company is based in the EU, are we subject to VAT charges?
If your company is registered in the VIES system, and you correctly entered your VAT number during your registration, you are allowed to buy with VAT Reverse Charge at 0%
What kind of payments do you accept?
We accept:
– Paypal*
– All major Credit cards*
– Bank transfers
– Cash (Only for Maltese customers at pickup from our facility in Swatar)
* May incur in transaction fees
How are the orders shipped?
All orders are shipped by DHL Express towards all the countries where we sell.
What are the delivery times?
All orders placed before 3pm are processed and delivered to the courier on the same day.
Usually, the orders are delivered in 24 hours in Europe and 2-3 business days outside Europe.
Please note that we cannot be held responsible for delays caused by force majeure, as bad weather, courier technical problems, public holidays, or any other trouble beyond our competence.
I’ve received a faulty product, what can I do?
First of all be so kind to carefully check the product before starting a “refund/exchange” request in order to verify that the product is really defective.
For example, in case of an LCD, it is very useful to test it with another motherboard and verify that the installation is properly done.
In the case of a really defective product you can proceed in a very simple way with a “refund/exchange” request directly from your account area, you just need to select the order which refers to the defective product and send the request.
Customer will always bear return shipping cost, exception made for special agreements between Phoneparts and the customer himself.
How much time do I have to ask for a refund for faulty product?
All spare parts are covered by a 3 months warranty, starting from the receiving date.
However, if a “known” defect appears after three months, Phoneparts will still consider a refund of the faulty item.
All tools are covered by the European legal warranty, to be more precise:
– 12 months warranty for professional users
– 24 months warranty for individuals.
Customer will always bear return shipping cost, exception made for special agreements between Phoneparts and the customer himself.
How are refunded the faulty products?
If the product is considered defective by Phoneparts, the refund will be issued with credit points in your account wallet or according to the chosen payment method at the moment of the order.
In some cases, if it is possible, the defective product can also be substituted.
Customer will always bear return shipping cost, exception made for special agreements between Phoneparts and the customer himself.
In what condition a faulty product must be, to qualify for a refund?
All defective products must always be sent back in their original packaging.
Tools:
original box, accessories, power cable and all impact protection parts.
Phoneparts will not consider products with incomplete packaging or damaged products
Spare parts:
all spare parts must always be sent in their original packaging, impact protection material such as plastic airbag, front and rear protection film, and also adhesive parts protection film.
If the customer for some reasons cannot send the defective products complete with all its parts, the customer must previously inform Phoneparts staff and wait for a shipping authorisation.
Customer will always bear return shipping cost, exception made for special agreements between Phoneparts and the customer himself.
How do you handle my sensible data?
Every page of our website is accessed using the HTTPS protocol, which encrypts all data transmitted between your web browser and this website by the latest TLS protocols.
No payment transaction is processed or transits through our servers, but is instead executed directly on the companies secure servers responsible for the payment process (E.g. Paypal, Stripe, etc.)
None of your private payment data is treated, saved or read by our IT staff or equipment.