Frequently Asked Questions
About MobiCity UK
What is MobiCity UK
MobiCity UK is a global company headquartered in Hong Kong - part of a business group that globally sources and supplies products to consumers and businesses alike.
Are your products genuine?
MobiCity UK only sources from a group of established, trusted suppliers within the consumer electronics market.
Do you offer a collection service?
No, we are an online-only retailer, shipping products globally from Hong Kong. We offer a range of convenient, reliable, tracked delivery services.
About the products we offer
So what does “international”, “global” or “CN” version mean?
The way in which MobiCity UK is able to offer such competitive pricing is that we have access to international market suppliers to source products from
Many of the products on our site are the international version of a local product. This simply means that we have sourced the item from an international market that may be different to your local market, where the price is more competitive.
“CN” products are slightly different. They are generally less expensive and/or hard to find versions of Android devices, and do not have the Google Play store. You can add the Google Play store to these devices by following instructions on the product page (e.g.https://www.mobicity.co.uk/pages/downloading-installing-google-play-store-on-an-android-device)
All orders are shipped from our Hong Kong warehouse, hence the “leaving warehouse” timescales highlighted on product pages.
Is the international version the same as the local version?
In many cases the only difference between the local and international versions of a product is the power plug it comes with. We ship plug adapters applicable to your country with all products if that is the case, and we ensure that we only list products that are compatible for use in your country.
Sometimes a product may differ slightly. This is usually simply due to a product being set up by the manufacturer for the original intended market. We strive to ensure that any real differences between local and international versions of a product are listed on the product’s sales page or can be easily changed by the user.
If you need assistance with this please feel free to contact our friendly customer service team for advice.
Network bands in your country.
When purchasing your phone or data-enabled tablet, please double-check network bands supported by it. Here is a handy link you can use to check 2G voice, 3G data and 4G data bands supported in your country:http://www.gsmarena.com/network-bands.php3
Please double-check the bands that your network provider operate on, then compare the band at the link provided above to the product specification page. Please ensure you do this before purchasing your phone or data-enabled tablet. If you still are unsure, please contact our customer service team for support.
The top mobile carriers in the UK (but not limited to) are O2, EE and Vodafone. The network bands they operate on are GSM 900 and GSM 1800 (2G compatible); UMTS 900, UMTS 2100 (3G compatible) and LTE 800, LTE 1800 and LTE 2600 (4G compatible). Please note that each carrier uses specific network bands, please check with your network (against the bands on our product specification pages) before purchasing if you are unsure.
Do I get warranty with all products I order?
Yes. We offer a standard warranty with all physical products we sell, backed by an in-house warranty service and repair team. Information on this can be found on our Warranty Informationpage. If you require more information please do not hesitate to contact our customer service team.
My new phone or tablet has apps for use outside of my country.
As many manufactures pre-install apps on phones and tablets, you may find some devices have apps not intended for use in your country on them. This is common practice, much like phones coming with a Vodafone or T-Mobile app pre-installed on them.
This should not stop you from installing apps that are available in your country through the device’s app store (unless specified on the product page).
My device is in a different language.
Unless specified on the product page, all devices we sell can have the language changed to English. In many case this is done for you by our quality control team before it is sent out. If that is not the case, please feel free to contact our friendly customer service team for more information and assistance.
The manual is in a different language.
This is unfortunately not something we can control. However we work hard to provide digital local language manuals through our site. Please check out the manuals and support links page on our webiste, and if you need further assistance please don't hesitate to contact our customer service team.
What is a Grade A Refurbished item?
It is a device In 'as new' condition and professionally refurbished. Fully tested prior to dispatch, they include all original accessories and packaging, as well as a 3 month standard warranty.
“CPO” (or Certified Pre-owned) is when a device has been strictly inspected for technical issues. These devices will have a new IMEI (International Mobile Equipment Identity) and serial number, e.g. Apple offer CPO devices with a standard 1 year warranty.
What is a “retail box” item versus a “white box” item?
An item marked as a “retail box” product is the genuine manufacturer’s original product in it’s original packaging - brand new as supplied by the manufacturer.
An item marked as a “white box” product is also the genuine manufacturer’s original product, but without the original packaging. It is also brand new, and is normally stock that has been “bulk-packed” for international distribution, for sale online or intended to be re-packaged by different in-store retailers in different countries.
Does the price include tax?
Yes, the prices displayed on our site for merchandise ordered for shipment to The United Kingdom are inclusive of all applicable taxes.
Which types of delivery do you offer?
Regardless of your location, we offer tracked delivery options with major courier companies. A signature will be required on receipt. Depending on stock availability, some items take longer than others to reach you. When placing your order, please check the leadtime to shipping from our central warehouse (located under the price on the product page, e.g. 3-5 days). Once your order has shipped from our central warehouse, you can select either standard shipping (arrives with you within 6-8 days after departure from our warehouse) or priority shipping (arrives with you within 3-5 days after departure from our warehouse). Please check our Shipping and Delivery page for more information.
How much does delivery cost?
Shipping is calculated through a combination of the shipping method you select, and the weight of the items you order. Simply add the products you are interested in to your basket, go to the checkout, fill in your contact details and click through to the shipping method. This will give you an accurate cost of shipping on either Standard or Priority shipping before giving you the option to submit the order. Please check our Shipping and Delivery page for more information.
Where is my order?
If you have not yet received your order, please double-check the tracking information we emailed to you. If you have not yet received the tracking details, please check the leadtime of the products you ordered on their respective product page(s) - they might not have left our warehouse as-yet. If you still cannot track your order, or the expected date of arrival has passed, please contact our customer service team for help.
I live in a remote area.
If your order is being delivered to a remote area, please allow 2-3 extra days for delivery. Couriers normally define remote areas as locations that take longer than normal to deliver to (e.g. if you live off the mainland, or in some rural areas). If you have a particular question about whether your region is classed as a remote area before you place your order, please contact our customer service team for help.
Returns and refunds
Replacing items damaged in transit or DOA (dead on arrival).
If in the unlikely instance you receive your order and it is damaged or DOA, please contact us within 48 hours of receipt, so we can arrange the return of the order for replacement. Please follow the returns instructions on our Returns and Refund Policies page. Don’t worry - we will resolve the issue ASAP.
Refunds for items either damaged in transit, DOA or incorrect product received.
If in the unlikely instance you receive your order and it is damaged, DOA or it does not contain the product you ordered, please contact us within 48 hours of receipt, so we can arrange the return of the order for a refund or replacement. Please follow the returns instructions on our Returns and Refund Policies page. Don’t worry - we will resolve the issue ASAP.
I have not received my refund for my returned item yet.
Please contact our customer service team for an update - they will confirm the date of refund with our accounts team. Please allow time for the parcel to arrive back in our central Hong Kong warehouse, and to have been inspected by our returns team (this may take a week or two, in certain cases slightly longer). Please note that once we have refunded the order on our side, it may take a few days for your credit card company to apply the credit back to your account. Every credit card company and bank is different and some take longer than others - we have no control over this, but can assure you that when we have processed a refund, it will appear back in your account within a few days. If you are concerned, please also contact your credit card provider to confirm.
While our websites are online 24 hours a day, the customer service team can be contacted directly between 8:00AM - 5:00PM on Weekdays (GMT) and 8:00AM - 1:00PM on Weekends (GMT). Outside these hours, please leave us a message and we will get back in touch with you as soon as possible.
Support via Chat.
For the quickest answers to your questions, please click on the “Live Chat” icon at the bottom-right of our website pages. Please fill in the required contact information as directed, and you will receive a unique chat reference code (for future correspondence). When online, our customer service team will answer your query in real-time. Out of hours, they will receive your query and respond ASAP during normal working hours.
Further queries or concerns
At MobiCity UK we are always looking to improve our service and support. Should you have any concerns, complaints or feedback for us please don’t hesitate to contact us through our customer service team.
We take all complaints and feedback seriously and work hard to help all customers to reach a speedy, satisfactory resolution
For all media enquires please contact MobiCity UK’s parent company Milkyway Distribution using the contact details below. Please note that this is for media enquires only; for sales and service requests please contact the customer service team.
Milkyway Distribution Ltd.
9 A & B, Ka Ming Court
688 Castle Peak Road