Frequently asked questions

As soon as your order ships, you receive an email with the tracking number and a link to the carrier's website (DHL or Chronopost). You can also check your order status at any time from your customer account, under "My orders".

You can pay by card (Visa, Mastercard…) or with PayPal. For delivery in France, payment in 4 interest-free instalments with PayPal is available on purchases from €20 to €3,000, subject to approval by PayPal. Payments are processed by PayPal, a PCI-DSS certified provider: we never see your card details. The amount is charged when the order is confirmed.

Delivery takes 24 hours on average in mainland France and 24 to 48 working hours in the rest of Europe with DHL Express. Orders placed before 2 pm Irish time, 3 pm in Malta or 4 pm in Cyprus (excluding Saturdays, Sundays and public holidays) are shipped the same day, and a tracking email is sent as soon as your parcel leaves.

Returns are free: send us your request by email at contact@nomophone.com or from your customer account within 30 days of delivery. Return the device complete, with its accessories and without any active iCloud or Google account; the refund is made no later than 14 days after your request and may be deferred until the product is received.

Every refurbished smartphone sold by NomoPhone comes with a 24-month commercial warranty covering faults, defective parts and labour, excluding breakage and oxidation. It is in addition to the legal guarantee of conformity, which applies for 2 years from delivery, and to the guarantee against hidden defects.

Get an online estimate by entering your device's brand, model, storage and condition, then send it free of charge with the prepaid label provided. NomoPhone inspects it within 3 working days of receipt and pays you by bank transfer within 24 working hours of validation; if the condition found differs from your declaration, you are offered a counter-offer.

Free shipping (no minimum purchase)

Yes, creating an account is free and lets you track your orders in real time, view your purchase and trade-in history, manage delivery addresses and contact customer service more easily. It is created automatically with your first order, using your email address and no password: you sign in with a code sent by email. You can also create it from the "My account" page.

You have 30 days from receipt of your order to exercise your right of withdrawal without giving a reason (the legal period is 14 days). Not satisfied? Free return Simply let us know by email at contact@nomophone.com; the product must be returned complete, with its accessories.

Each refurbished device is rigorously tested against more than 50 checkpoints (screen, battery with a minimum capacity of 85 per cent, connectivity, camera, etc.) and then classified according to its cosmetic condition: Premium, Perfect condition, Very good condition or Good condition. The condition stated on the product page corresponds exactly to that of the device you will receive.

All our refurbished devices come with a 24-month warranty on proper device operation (excluding breakage and oxidation). Full warranty on all devices If a fault occurs, contact our after-sales team: we will arrange support, repair or replacement as appropriate.

Our customer service team can be reached via the contact form on the website, directly from your account area ("My orders" or "Help" section), or by email. We aim to respond within 24 to 48 working hours. Have your order number ready for faster processing.

Yes, everything NomoPhone sells is refurbished: smartphones, but also tablets, computers, smartwatches and other devices. Every device is inspected, cleaned, tested and restored by our technicians in France. You get near-new quality at a reduced price, while reducing the environmental impact of manufacturing new devices.

Yes, if you order before 2 pm Irish time, 3 pm in Malta or 4 pm in Cyprus on a working day (excluding Saturdays, Sundays and public holidays): the order leaves the same day with DHL Express, for delivery within 24 hours in mainland France and within 24 to 48 working hours elsewhere in Europe. A tracking link is emailed to you as soon as it ships.

Yes, for delivery in France: payment in 4 interest-free instalments with PayPal is available on purchases from €20 to €3,000, subject to approval by PayPal; the option appears at checkout. For delivery to any other country, you pay in full, by card or with PayPal.

If you cannot find the answer to your question in these frequently asked questions, our team is here to help. Contact us via the contact form or from your customer account. We will reply as soon as possible to help you complete a purchase, track an order or manage a return.

Yes. Face ID and Touch ID (or the fingerprint reader, depending on the model) are among the more than 50 checkpoints verified before the device goes on sale: registration and unlocking are tested on every device. A phone whose biometric features do not work is not put on sale, and, like all the device’s functions, this is covered by the warranty.

Yes. Before being put on sale, the IMEI of each device is checked: the phone is not blacklisted, nor has it been reported as stolen or lost, and it is unlocked for all mobile network operators. Upon receipt, you can find the IMEI in the device’s settings and check it yourself. If you have any questions, our customer service team will provide you with your device’s IMEI on request.

Some websites classify their devices into grades A, B or C. At NomoPhone, the equivalence is simple: Grade A+/A corresponds to Premium and Perfect condition, Grade B to Very good condition and Grade C to Good condition. The grade describes only the external appearance: all our devices are 100% functional, tested against over 50 criteria and covered by the same warranty terms, regardless of their condition.

NomoPhone has been refurbishing smartphones in Reims, France, since 2017, having processed over 150,000 devices. Every phone is tested against more than 50 criteria, comes with a 24-month warranty and can be returned within 30 days. Orders placed before 2 pm Irish time, 3 pm in Malta or 4 pm in Cyprus are shipped the same day and delivered within 24 hours in mainland France by DHL Express, and you can pay by card or with PayPal. If in doubt, our team can advise you directly via the chat or the contact form.

The bank transfer is sent within 24 working hours of your device being validated, which happens within 3 working days of receipt (usually within 24 hours). You must have provided an ID document and your IBAN, which are required for any purchase of second-hand goods; no fees are deducted.

The online estimate is based on the model, storage, condition and functionality you declare; it becomes final once the device has been inspected. It remains valid if you ship the phone within 15 days of your request; after that, a new estimate at current prices is needed.

NomoPhone sends you a reasoned counter-offer based solely on the condition of the device received, never on changes in market prices, with photos where the defect allows. You have 15 days to accept or refuse it from your customer account, and three email reminders are sent to you.

Without a reply within 15 days, the counter-offer is deemed accepted at the amount stated, as provided for in the trade-in terms accepted with your request. You can refuse it at any time before this period ends.

Yes. After you refuse a counter-offer, your device is returned to the address you provided, complete, free of charge and without any deduction.

A flat return fee of €19 including VAT applies only if the device did not meet the trade-in conditions when it was sent: a different model from the one declared, a missing mandatory accessory, FMI (Find My iPhone) or an account not removed, a carrier, company or Knox lock, or a hazardous battery. If the lock can be lifted remotely (removing an account, unlocking), you can do so and avoid this fee. A device reported lost or stolen (blacklisted) is neither paid for nor sent back: it is kept and reported to the authorities, who decide whether it is returned (article 10.1 of the trade-in terms).

No: for a smartphone, no accessories are required, so keep your charger, cable, earphones and case. For other devices (tablet, computer, watch, console…), only the accessories marked as mandatory during the estimate are needed, and a compatible accessory is accepted.

Yes: NomoPhone provides a free prepaid shipping label. You can also ship the device yourself at your own cost, in which case a flat €10 bonus is added to the trade-in price. In either case, keep your proof of postage.