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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 the item for all software and hardware faults that aren’t caused by damage or misuse by the user. The warranty does not cover: 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 have never been opened or used.
  • ReNew - It’s not like new, it’s ReNew. Our flagship product that has gone through rigorous testing and has no visible marks or scratches on the device.
  • Excellent - Devices in excellent conditions have very little signs of use. They have no marks or scratches on the screen but will show very light signs of use.
  • Very Good - Devices in very good condition show slightly more signs of use. You can tell they’ve been used before and may have some very light scratches on the screen.
  • Good - Good devices are fully functional devices with some minor wear and tear. They may have some scratches on the body and the screen.

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 12 months warranty for all our products.

What does your warranty cover?

The warranty covers the item for all software and hardware faults that aren’t caused by damage or misuse by the user. The warranty does not cover: 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 have never been opened or used.
  • ReNew - It’s not like new, it’s ReNew. Our flagship product that has gone through rigorous testing and has no visible marks or scratches on the device.
  • Excellent - Devices in excellent conditions have very little signs of use. They have no marks or scratches on the screen but will show very light signs of use.
  • Very Good - Devices in very good condition show slightly more signs of use. You can tell they’ve been used before and may have some very light scratches on the screen.
  • Good - Good devices are fully functional devices with some minor wear and tear. They may have some scratches on the body and the screen.

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.

Are all of your products SIM free/Unlocked to any network?

Yes, all of our products are sold as SIM free/Unlocked to any UK network.

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.