Search

When will my item arrive?

We dispatch all of our items the same day if ordered before 3pm, so you should receive this the very next day. If you order the item after 3pm, you’ll receive it the following day (excluding Sunday and bank holidays)

Will I be able to track my item once the order is placed?

As soon as your item has been quality checked and packed, you’ll receive a reference number so you can track the order online. Please visit https://www.royalmail.com/track-your-item to see the progress of your delivery.

How do I cancel my order?

If you’ve not yet received your item, please contact our customer service team on 0330 311 9511 or shop@mazumamobile.com and they will be able to cancel the order for you. If the item has already been dispatched, you’ll need to open a return case with us and we’ll refund the value of the order once the item has been received back.

How do I return my item?

If you wish to return your item to us, please contact our customer services team on 0330 311 9511 or shop@mazumamobile.com and they’ll be able to assist you.

What does your warranty cover?

The warranty covers hardware faults that aren’t caused by damage or misuse by the user. The warranty does not cover: software, water damage, accidental damage, broken or smashed LCD, pixel loss. Accessories provided with a mobile phone or tablet purchase are not covered by the warranty.

What do the different conditions mean?

We offer 5 different conditions on our website. You can see the different conditions below:

  • New - A brand-new product, which has never been used.
  • ReNew - Our flagship product that looks like a new device. Each device has been fully disassembled, refurbished, rebuilt and rigorously tested in our very own state-of- the-art remanufacturing facility. No visible marks or scratches on the screen or body.
  • Excellent - These Devices are in excellent condition and have very little signs of use. They may have very small light scratches or marks on the screen and/or body.
  • Very Good - These devices are in a very good condition and show light signs of use. They are likely to have light scratches and marks on the screen and/or body.
  • Good - These devices are fully functional devices with moderate signs of use. They are likely to have noticeable scratches and marks on the screen and/or body but won’t have any chips or dents.

Delivery

When will my item arrive?

We dispatch all of our items the same day if ordered before 3pm, so you should receive this the very next day. If you order the item after 3pm, you’ll receive it the following day (excluding Sunday and bank holidays)

Will I be able to track my item once the order is placed?

As soon as your item has been quality checked and packed, you’ll receive a reference number so you can track the order online. Please visit https://www.royalmail.com/track-your-item to see the progress of your delivery.

What happens if I need to change my delivery address?

If you would like to change your delivery address please contact our customer service team on 0330 311 9511 or shop@mazumamobile.com to arrange an amendment.

What do I do if my item doesn’t arrive?

Your item should arrive within 48 hours of placing the order. If this doesn’t happen, please track your order using the tracking number you were provided (https://www.royalmail.com/track-your-item). If you’re still having problems please contact our customer services team on 0330 311 9511 or shop@mazumamobile.com.

ORDER

Can I order an item if I live outside the UK?

Sorry, unfortunately we don’t currently offer the ability to place an order outside of the UK.

Do you accept orders over the telephone?

At the moment we don’t have the facility to place an order over the telephone. You can use a credit or debit card to make a secure purchase on our website.

How do I cancel my order?

If you’ve not yet received your item, please contact our customer service team on 0330 311 9511 or shop@mazumamobile.com and they will be able to cancel the order for you. If the item has already been dispatched, you’ll need to open a return case with us and we’ll refund the value of the order once the item has been received back.

I haven’t received an order confirmation email?

Please log into the email account that you registered with us and check your junk folder. If you still can’t find the email and you need details of the order, please contact our customer service team on 0330 311 9511 or shop@mazumamobile.com and we’ll be able to assist you.

Will I receive a VAT invoice?

We don’t provide you with a physical invoice, but if you require this, please contact our customer service team on 0330 311 9511 or shop@mazumamobile.com and they’ll be able to assist you.

RETURNS

What is your returns process?

If you change your mind or don’t like the item, you have 14 days to tell us you want to return your item. If for some reason your item develops a fault in the warranty period, you can also return your item for a replacement. If you wish to return your item, please contact our customer services team on 0330 311 9511 or shop@mazumamobile.com and they’ll be able to open a return case for you.

How do I return my item?

If you wish to return your item to us, please contact our customer services team on 0330 311 9511 or shop@mazumamobile.com and they’ll be able to assist you.

How long does it take to receive a refund or replacement?

Once a return case has been opened and your item has been received back, we will aim to process your refund or replacement on the same day. Please allow 5 working days for refund payments to clear into your account.

Will I have to pay the postage when returning an item?

If you receive an item that’s faulty, we’ll cover the cost of the return postage. For everything else, you’ll need to pay the return postage. We recommend using a tracked service for this.

PAYMENT

What payment options do you offer?

All of our payments are taken using a secure platform. You can pay using a credit or debit card.

Why was my payment declined?

Sometimes the bank will decline a payment due to a large value transaction. Please contact your bank to authorise the transaction before trying to make another purchase.

WARRANTY

What warranty do you offer?

We offer a comprehensive 12 month warranty on all our devices.

What does your warranty cover?

The warranty covers hardware faults that aren’t caused by damage or misuse by the user. The warranty does not cover: software, water damage, accidental damage, broken or smashed LCD, pixel loss. Accessories provided with a mobile phone or tablet purchase are not covered by the warranty.

When does my warranty start?

The warranty cover starts from the date that the item was dispatched.

What do I do if my item develops a fault within the warranty period?

In the unfortunate event that your item develops a fault within the warranty period, please contact our customer services team on 0330 311 9511 or shop@mazumamobile.com and they will be able to open a return case for you and arrange a replacement product.

PRODUCTS

What do the different conditions mean?

We offer 5 different conditions on our website. You can see the different conditions below:

  • New - A brand-new product, which has never been used.
  • ReNew - Our flagship product that looks like a new device. Each device has been fully disassembled, refurbished, rebuilt and rigorously tested in our very own state-of- the-art remanufacturing facility. No visible marks or scratches on the screen or body.
  • Excellent - These Devices are in excellent condition and have very little signs of use. They may have very small light scratches or marks on the screen and/or body.
  • Very Good - These devices are in a very good condition and show light signs of use. They are likely to have light scratches and marks on the screen and/or body.
  • Good - These devices are fully functional devices with moderate signs of use. They are likely to have noticeable scratches and marks on the screen and/or body but won’t have any chips or dents.

What should I do if the product I want to buy is out of stock?

We don’t stock every variation of stock all the time. If the item that you require is out of stock, please provide us with your email address and we’ll send you a reminder once it becomes available.

Will the product come with accessories?

All mobile phones and tablets will come with the following accessories:

  • USB charging cable
  • Headphones
  • Mazuma branded box

Some items will also come with additional accessories.

Will your products work with my network?

We sell unlocked (Sim Free) devices plus a range of network locked ones. Unlocked devices work with any network but typically cost a little more than locked ones.

GENERAL

Why can’t I log in using my existing Mazuma account?

We’re working on making it easier for you to log in using your existing credentials, but for the moment, you’ll need to create a new account so you can view and track your orders.

Can I buy an item and collect this myself?

Unfortunately we don’t offer this service, but rest assured, we offer next day delivery so you won’t have to wait long.

What communication will I receive from you?

You will receive the following emails from us to keep you up to date:

  • Order confirmation email – This will give you a summary of what you ordered and an order reference number
  • Dispatch email – This is to confirm that we have picked, packed and dispatched your item and this will be with you soon.

PAYPAL

What is PayPal Credit?

PayPal Credit is like a credit card, without the plastic. It’s a credit limit that’s attached to your PayPal account which you can use for your online purchases.

What credit offers are available?

If your basket is eligible, a selection of instalment offers will be displayed enabling you to spread the cost of your purchase across a number of monthly payments. Mazuma instalment purchases qualify for 16.9% p.a. for the length of the selected instalment plan.

With instalment offers from PayPal Credit you get:

  • Regular monthly payments – you pay the same amount each month to help you plan better
  • A credit limit linked with your PayPal account that makes it easier to buy everything you need

How do I apply?

Applying for PayPal Credit is easy. Just click on the PayPal Credit button on our checkout page. A selection of instalment offers will be displayed, enabling you to spread the cost of your purchase across a number of payments.

The application form takes minutes to complete. PayPal will then run a credit check and, if approved, you’ll have a credit limit linked to your PayPal account as soon as you accept your Credit Agreement.

You can use the credit limit granted to pay for today's purchase and future purchases at thousands of online stores where PayPal is accepted, up to your credit limit.

Before you apply, please make sure you:

  • Are a UK resident aged 18 years or older
  • Have a good credit history
  • Have not recently been declared bankrupt
  • Be employed and have an income greater than £7,500 per year

Do I need to reapply if I already have PayPal Credit?

If you already have PayPal Credit, you can take advantage of these offers without having to reapply as long as you have enough available credit limit. Just select one of available instalment offers and check out with PayPal Credit.

Do I need to have a PayPal account?

Yes, however if you don’t have a PayPal account, you can create one as part of the PayPal Credit application.

Signing up for a PayPal account is free and easy; all you need to do is provide your email address, create a password and accept PayPal’s User Agreement.

I do not see PayPal Credit as a payment option?

For PayPal Credit to show as a payment option, you will need to ensure that the items in your basket are eligible for PayPal Credit and that you have a minimum spend of £99 within your basket.

What do I do if I am unsuccessful in applying for PayPal Credit?

If you have been declined for PayPal Credit, PayPal will send you more information about why your application was unsuccessful. You can still use PayPal to complete your purchase.

What happens if I want to return the item I bought using my PayPal Credit?

Just return your purchase as normal and the money will be refunded to your PayPal Credit account.

What is the cost of PayPal Credit outside of instalment offers?

The Representative Example below shows the typical costs of using a PayPal Credit limit, not including instalments or other offers.

Representative Example:

  • Purchase rate 17.9% p.a. (variable)
  • Representative 17.9% APR (variable)
  • Assumed Credit Limit £1,200

PayPal Credit Representative Example:

Assumed credit limit:

£1,200

Representative:

17.9% APR (variable)

Purchase interest rate:

17.9% p.a. (variable)

Subject to credit approval. Terms and conditions apply.

PayPal Credit Representative Example:

Assumed credit limit:

£1,200

Representative:

17.9% APR (variable)

Purchase interest rate:

17.9% p.a. (variable)

Subject to credit approval. Terms and conditions apply.