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Frequently Asked Questions

Below is a list of frequently asked questions that we receive at iparts. If you do not find the answer you need, please contact our team.


1. General Enquiries


Q: Is buying online safe?


A: Yes. Here at iParts4u, we take extreme care with the information that is supplied to us by customers when taking an order on our website (and for any other purpose.)
We ensure all payment and personal customer information is protected and safe using the Internet-standard SSL (Secure Sockets Layer) protocol.  This means the data is encrypted and the information is scrambled into tiny pieces of code that cannot be read as they travel to across the internet. Once we receive the encrypted information, we use a private, individual key to decode it. Meaning the information is only used by the staff to process your order and contact you directly. All of our customer's details are kept in compliance with data protection under GDPR. For more information on GDPR, please click here.


Q: I can’t find an item on your website; can you get it?

A: At iParts4u we care deeply about providing the best customer service possible. As such, we are happy to look at sourcing special order parts for our customers. All you have to do is contact our team with what you're after, and we'll help you get the parts you need! Any details you can provide about the product would be useful. Such as name, part number, the model of device it’s used for, etc.


Please note, if we are to order in an item, we generally require payment to be made upfront before ordering in. We do not offer refunds of unwanted special order items.






2. Order Enquiries


Q: Why have I not received an order or dispatch confirmation?

A: This can be down to a number of reasons. The first and most common cause is that the email hasn't reached you just yet. If you don't get your confirmation instantly, don't panic! It can sometimes take a little while before the email reaches you! If you've waited for some time, and the email still hasn't arrived, it can be down to something else. Unfortunately, despite only emailing customers with their express consent and with information relating to their orders, sometimes our emails can wind up in the spam folder. Please check this folder for any of our emails before contacting iParts4u. Please also ensure that the email address used is full and correct, containing no spaces. If you place your order but realise your email address is incorrect, please contact us ASAP with the correct information.


Q: What happens after I buy?

A: At iParts4u, customer care starts the second you look to us for a product or service and continues long after your purchase. Once you’ve made your purchase, you’ll receive an order confirmation and the goods will be dispatched in accordance to our dispatch hours. We only use your details to contact you regarding your order unless you sign up to our Newsletter which sends you our best deals, latest news and any vouchers just once a week.


Q: When will my order be dispatched?

A: All orders are dispatched Monday-Friday 9am-3pm* (excluding Bank Holidays.) All orders placed after this time will be dispatched the following working day.
*These dispatch hours may change during the Christmas Holiday Season. Any alterations will be well documented in the month of December on the website.


Q: When will I receive my order?

A: Here at iParts4u we offer a wide range of delivery options to suit our customer's needs. We offer Royal Mail 1st class, 2nd class and Special Delivery services. Royal Mail 1st Class tends to arrive within 1-3 working days, 2nd class usually arrives within 3-5 working days and Special Delivery Guaranteed 1 pm will arrive the following working day, before 1 pm.

We also offer Next Working Day services via DPD or DHL to UK mainland (additional time and cost may occur for non-UK mainland orders please see the estimated shipping tool.) This service should arrive with you before 8 pm the following working day after dispatch, however, this service is not a guaranteed service, and may not be entitled to a full postage refund if the item is delayed in transit through no fault of iParts4u. The Next Working Day Services can be upgraded to pre 12 pm or pre 10:30 am for additional costs. We also offer a Saturday Service through DPD, this can arrive any time on a Saturday up to 8 pm.
International shipments can arrive any time up to 30 days with Royal Mail. Please see the Royal Mail website for further details.


Q: Why can’t I use Royal Mail for my order?

A: There are a few reasons why you may not be given the Royal Mail postage option upon checkout. The main reason is that your order contains a Lithium ION Battery. Lithium ION Batteries are classed as international dangerous and restricted goods, therefore it is illegal to ship these through Royal Mail and risks an unlimited fine, and even imprisonment for the sender.
Another reason you may not be able to choose Royal Mail for postage is that the order exceeds the weight limit of 2kg (including packaging.)

If you do not believe this to be correct, please contact us and we will do our best to assist you.


Q: Can I change or cancel my order?


A: We understand that sometimes mistakes are made, or items are forgotten. In the event that you wish to change or cancel your order, we are able to implement this only if the goods have not yet left our facility. If the goods have left our facility, you may return them as unwanted.
If you need to add to your order and it has not yet left us, please contact us by phone on 0330 380 1148 or email [email protected] stating your order ID.

Please note, adding certain products may result in postage needing to be changed and additional costs may occur, for example, if a small part has been purchased with standard large letter postage, adding a large part will result in the goods needing to be shipped in a parcel instead.


Please also see 2.Q4 about adding a Lithium ION Battery to your order. If no additional postage costs are needed, we suggest placing the order for the required parts through the website as normal and choosing “Collect from Newport Store” so you are not charged again for postage. Please ensure to include the order ID of the order you want your goods shipped with.


If you need to cancel your order for any reason, as long as the goods have not left us, we’ll happily arrange a refund for you. Refunds are usually implemented instantly from iParts4u if we receive notification of cancel within dispatch hours (see 2.Q2)

Although we aim to issue refunds immediately, funds may take a few working days to appear in the account used to make the original purchase.


Q: Why is my Royal Mail tracking number not working?


A: If your order is placed using Royal Mail 1st or 2nd Class Signed, as this is not a tracked service, but a Signed For service, the tracking information will only update upon receiving a signature on delivery. If your order is indeed on a signed or tracked service e.g. Special Delivery, International Tracked and Signed, it may be that your order has not yet left our facility, so no scans of the parcel have yet been made. Please allow 12 hours for tracking to update.
If it has been longer than 48 hours since your dispatch notification and the tracking has still not updated, please contact us at [email protected].


Q: I’ve received the wrong item, what do I do?


A: If you have checked your paper invoice or order confirmation (see 1.Q2) and believe you have received the wrong item, please contact us directly. We aim to provide all orders correctly and efficiently packed, however, sometimes accidents do happen, and human error may result in the wrong item being picked. In this event, we may ask for a Returns Form to be filled in so we can quickly process your replacement item. Due to the high value of certain products we stock, we may need to receive the miss-picked item prior to a replacement being issued. However, in certain cases, we are able to issue replacements in advance if proof of postage is supplied. Please speak to a member of staff to asses the individual case and to decide how best appropriate to deal with your individual query.


Q: My item has arrived damaged, what do I do?


A: Despite the best efforts of the iParts4u packing team, what happens to a parcel after it leaves our facility is beyond our control. If you receive a package that looks severely damaged, you can refuse delivery of the goods. However, not all damages are visible from the packaging alone. If you discover your item is damaged after opening the packaging, please DO NOT ATTEMPT TO FIT THE PRODUCT. If a damaged item is fitted, this voids the warranty, as iParts4u do not cover damage to fitted goods as most damages occur during the fitment process.

We allow up to 48hrs after delivery to report an item as damaged, however, the sooner the damage is reported, the easier it is for iParts4u to resolve the issue. We offer 48hrs as this is all we are offered from courier services as it is hard to tell after this time if goods have been damaged in transit, or whilst in the care of the customer. Please call or email us ASAP on 0330 380 1148 or [email protected] to report any damages. Having your order number at hand will help speed up the process.






3. Returns and Warranty


Q: What warranty do I get with a product bought from iParts4u?

A: We want you to be happy with a purchase from iParts4u and to ensure the customer's happiness and peace of mind each product will come with a warranty covered by iParts4u. Most products purchased from us will come with a return to base 12 months warranty, however, there are some exceptions. Please see below the list of parts which have these:



  • Batteries – 6 Months warranty
  • Samsung parts including batteries – 30 days
  • Huawei parts including batteries – 30 days
  • Tools - 90 days
  • Consumables - 30 days


Q: My item is faulty, how do I return it?

A: We want customers to be happy with their purchase, however sometimes it may be necessary to return a part due to a fault, therefore we offer these extended warranties for peace of mind. (See 3.Q1)

Please note, when connecting any parts, please ensure the battery is disconnected first.


Two important things to check before determining an item to be faulty is that:

  1. The part is correctly connected, and no connections are bent or crushed (we suggest disconnecting and re-connecting a few times to ensure a connection is not the issue)
  2. It is the part, and not the device at fault. Testing on more than one device is ideal, although not always possible


If you believe an item you have received is faulty, please fill in a Returns Form detailing as much information as possible about the fault as this will help our technicians in assisting you.


  • Please allow 1-2 weeks for your return to be processed however are usually dealt with within 48 hours.
  • We do not cover damage to fitted goods, if the goods are damaged, do not attempt to fit these. In the event of damaged in transit items, please see 3.Q4
  • iParts4U cannot be held responsible for any items that are found to be damaged or lost during return shipment. We therefore strongly recommend a mail service with insurance and mail tracking.
  •  If goods are returned outside of the 30-day policy, then goods would be covered under the warranty term and will either be repaired or replaced within this time.
  •  If the goods have been found faulty, then iParts4u will be responsible for the return costs within the first 30-days.


 We aim to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. All goods will be inspected upon return.


Q: Can I return unwanted goods?

A: If the item is returned within 30 days of purchase and is in “as new” condition (has not been fitted or used and has had no protection removed) we can refund the cost(s) of the returned item(s) In the event of an unwanted return, please fill in the Returns Form. iParts4u are not liable for postage costs of unwanted goods. We do not offer refunds of unwanted special order items.







4. Questions about products and services.


Q: What is the difference between High Quality and Premium Quality LCD’s?


A: The Premium versions are the more expensive of the two and are the closest you will get to the original models. These parts are not manufactured by Apple, as Apple does not permit 3rd party companies to sell their products, however, they are made using the same raw materials and offering the same functionality/colour and contrast as the variations of the originals. They are made using one of the same LCD panels (LG, Sharp, Toshiba) using the same kinds of IC’s. The Premium Quality LCDs are made of 4 layers; outer glass, digitizer, LCD and backlight.

The High-Quality versions are the cheaper alternative and are created with a Tianma Premium LCD using 3rd party components. This offers complete compatibility with the device it is intended for, the same as the Premium LCD’s and offers the same functionality as well as very similar colours and contrast.* The High-Quality LCD’s are made of 3 layers, as the digitizer and outer glass are made of the same layer. As the digitizer is the part of the assembly that offers the touch function, if this glass is smashed, you will most likely damage this function.


Both version of these LCD’s use sturdy, scratch resistant gorilla glass, come with a 12-month return to base warranty and are sold on our website.
Please note, even among original LCD’s, there will be variations depending on what LCD panel and IC’s are used, so comparing LCD’s side by side is not always as effective as it may seem.



Q: My product looks scratched/dirty, is it new?

A: Almost all our products are brand new and unused unless otherwise stated. As we test all our products, although we do ask staff to clean these off, sometimes you may get fingerprints or grease marks on glass products. On some products, the very fine screen protective layer is purposefully scratched or has a symbol printed on the protective layer to ensure this is noticed. This is most evident in Replacement iPad LCD’s. Please use caution when peeling these away, it is easy to damage the LCD if you attempt to peel too deep into the LCD. We recommend using a bit of tape on the corner and peeling it back that way.
As technology moves fast, lots of new products are produced, meaning that some older products get discontinued. This is one example as to why we may offer a pulled part and not brand new. (See 4.Q3)



Q: What is a “Pulled Part”?

A: A pulled part is a piece that has been taken from an existing device and resold as an individual piece. All our products go through strict testing procedures and are deemed fully functional before they are resold.


Q: Do you sell “OEM” Apple Parts?

A: Some companies may advertise that they sell “OEM” (Original Equipment Manufacturer) or genuine Apple parts. But please keep in mind that this is not currently possible unless the company is selling a used part. The reason behind this is that Apple do not supply or sell parts to third party companies, distributors or repairers. iParts4u recommends you always remain vigilant on any parts you buy that claim to be OEM. Although we do not sell genuine Apple parts, we’re proud to be one of the largest retailers of aftermarket and pulled parts, supplying only the highest quality third party replacement parts along with our iParts4u Lifetime Warranty as standard on almost all of our aftermarket products.




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