Question 1

How do I track my order?

Accepted Answer

As soon as your order is shipped, you will receive a confirmation email with the tracking number and a link to the carrier's website (Chronopost or DHL). You can also check your order status at any time from your customer account under "My orders". Tracking is updated in real time at every stage: collection, transit and delivery.

Question 2

Which payment methods?

Accepted Answer

We accept credit and debit cards (Visa, Mastercard), PayPal and interest-free instalments with Klarna (3 or 4 payments). All transactions are secured with SSL encryption. Your card is only charged once your order has been validated and prepared for dispatch.

Question 3

Delivery times?

Accepted Answer

Orders placed before 2 pm are dispatched the same day (excluding weekends and public holidays). Your parcel will be delivered to your door within 24 hours via DHL Express. A tracking email will be sent to you as soon as your parcel is dispatched, allowing you to track it in real time.

Question 4

How do I return a product?

Accepted Answer

To return a product, contact our customer service via the contact form or from your account area. We will send you a prepaid return label. Pack the device carefully with its accessories and original packaging, drop the parcel at a relay point, and your refund will be processed within 14 days of receipt and inspection.

Question 5

What guarantee?

Accepted Answer

All our refurbished products come with a functional warranty covering faults and malfunctions not caused by misuse, impact or oxidation. If a problem occurs during the warranty period, our after-sales team will repair or replace the device. This warranty is in addition to the 2-year legal conformity guarantee.

Question 6

How do I sell my appliance?

Accepted Answer

Go to our online trade-in tool, select your device's brand, model and condition to get an instant estimate. Send us your smartphone using the free shipping label we provide. After inspection in our workshop, you receive payment by bank transfer within 24 to 48 hours.

Question 7

Free shipping?

Accepted Answer

Free shipping (no minimum purchase)

Question 8

Create an account?

Accepted Answer

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. Sign up in a few clicks during your first order or from the "My account" page.

Question 9

Withdrawal period?

Accepted Answer

You have 30 days from receipt of your order to exercise your right of withdrawal without giving a reason. Not satisfied? Free return Simply contact us to receive a free return label. The product must be returned in its original condition with accessories and packaging.

Question 10

Product status?

Accepted Answer

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.

Question 11

Detailed warranty?

Accepted Answer

All our refurbished smartphones 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.

Question 12

Contact the after-sales service?

Accepted Answer

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.

Question 13

Refurbished products?

Accepted Answer

Yes, at NomoPhone we sell exclusively refurbished smartphones. Every device is inspected, cleaned, tested and refurbished by our technicians in France. You benefit from near-new quality at a reduced price, whilst helping to reduce the environmental impact associated with the production of new devices.

Question 14

Express delivery?

Accepted Answer

We dispatch your orders on the same day if they are placed before 2 pm (excluding weekends and public holidays). Your parcel will be delivered to your door via DHL Express within 24 hours. You will receive a real-time tracking link by email as soon as your parcel is dispatched.

Question 15

Payment in several instalments?

Accepted Answer

Yes, you can pay for your purchase in 3 or 4 interest-free instalments with Klarna directly at checkout. This option appears if your order amount is eligible. Payment by card and PayPal is also available for one-off payment.

Question 16

Any other questions?

Accepted Answer

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.

Question 17

Do Face ID and Touch ID work?

Accepted Answer

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.

Question 18

Is the IMEI checked? Could the phone be blocked?

Accepted Answer

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.

Question 19

Grade A, B or C: what do our condition grades mean?

Accepted Answer

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.

Question 20

Why buy from NomoPhone?

Accepted Answer

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 are dispatched the same day and delivered within 24 hours by DHL Express, and payment in 3 or 4 instalments with no extra charges is available. If you have any queries, our team is on hand to advise you directly via live chat or the contact form.

Frequently asked questions

Frequently asked questions

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