FAQ & Support
You can place your order directly in our online shop by adding the desired device to the cart and completing checkout with your preferred payment method.
You can track your order by logging into your account on our website. Once shipped, you will also receive an email with a tracking link to follow your delivery in real-time.
Orders can be modified or canceled within 2 hours of placing them. After this window, the device may have already been processed for shipping, and cancellation might not be possible. Contact support@handyswap.com immediately.
If your payment fails, try using another payment method, check with your bank or payment provider, and contact support if the issue persists.
Address changes are only possible before dispatch.
Please check your spam folder first. If you still cannot find the confirmation, contact us via our live chat or email with your name and email address so we can check your order.
Standard EU shipping usually takes 2-4 business days. Express options are available at checkout for faster delivery. Delivery time may vary by country and local customs.
- Orders placed before 13:00 CET (Business Days): Usually shipped within 2-4 days.
- Orders placed after 13:00 CET, weekends, or holidays: Shipped the following business day.
We ship all orders with DHL to ensure fast, secure, and fully traceable delivery.
Yes. As soon as your order has been shipped, you will receive a shipping confirmation including tracking link so you can track your parcel online.
Yes, in rare cases. During peak periods (e.g., holidays or major product launches) or due to DHL disruptions, delivery may take slightly longer than usual.
Please check your spam/junk folder first. If you still can’t find it, contact our support team and we’ll resend your tracking details.
We offer a 60-day change-of-mind return policy in addition to the EU statutory rights. You can return a device within 60 days for any reason, provided it is in reasonably good condition and includes all accessories.
No. A prepaid shipping label will be provided after you initiate your return.
After we receive your return, device inspection takes 1–2 business days, the refund is issued within 24–48 hours after inspection, and the refund typically arrives within 4–7 business days for both credit/debit cards and PayPal.
The device must be in its original condition with no physical damage beyond normal handling, include all original accessories such as the cable, SIM tool, and documentation, and both new and activated devices are eligible, provided that proof of purchase is included.
Devices are not eligible for return if they have cracked screens, water damage, bent frames, or any account locks, and such devices will be returned to you.
Before returning the device, back up all personal data, remove the SIM and memory cards, disable any activation locks (such as Find My or Activation Lock), perform a factory reset, and then pack the device securely—preferably in its original packaging—while attaching the RMA label.
If the device shows physical damage (e.g., cracked screen, water damage), the return may be rejected and sent back to you.
Returns must include all original accessories. Missing items may affect your refund.
Original packaging is recommended, but a secure alternative box is acceptable if properly packed.
All devices sold by us are brand-new. The manufacturer warranty runs for the period the manufacturer sets — 12 months for Apple, 24 months for Samsung, Google and OnePlus. On top of that, you have 24 months of statutory conformity cover from HandySwap as the seller, on every device.
All devices sold by Handyswap are brand-new and come with the manufacturer's own warranty, plus 24 months of statutory conformity cover from HandySwap as the seller.
Two things cover your device. The manufacturer warranty comes from the brand — Apple, Samsung, Google or OnePlus — and is handled through their own service network; a manufacturer, Apple in particular, may limit warranty service to the country where the device was first sold. Separately, HandySwap is your seller, and under EU law we owe you 24 months of statutory conformity cover on every device. If something is wrong with your device, contact us first — we can help either way.
No. Using unauthorized repair services or modifying your device will void your warranty.
Yes. Rooting your device or installing custom ROMs will void your warranty.
The warranty covers defects under normal usage, including manufacturing defects, faults in materials or workmanship, battery issues such as health dropping below 80% within 12 months, display problems like screen separation, dead pixels, or backlight issues, charging port faults, audio hardware issues with the speaker or microphone, camera defects involving autofocus, sensor, or lens problems, and software issues caused by official firmware updates.
The warranty does not cover accidental damage such as drops, cracks, dents, or bending; water damage beyond the device’s IP rating (for example, exceeding IP68 limits); unauthorized repairs or modifications; normal wear and tear like scratches or discoloration; damage caused by non-certified accessories; or issues resulting from rooting, custom ROMs, or unofficial software.
Yes. Always keep your proof of purchase, as it may be required when making a warranty claim.
If you used the provided prepaid label, the shipment is tracked. Contact support and we’ll assist you in resolving the issue.