GENERAL

What is coopower.co.uk?

coopower specialise in the sale of used smartphones, brandnew mobile phone, fitness tracker, wireless airphones, air purifier and security camera. All our products are working, factory reset, fully tested and carefully graded A, B and ‘Brand New’.

What are your opening hours?

Our office is open Monday to Friday from 09:30 until 17:30 and you can call us between those hours on 0207 404 6466. We don’t have any of those automated phone services so you’ll get through to a real person, imagine that! Please quote your order number in any correspondence. If you’d prefer not to call you can email us at info@coopower.co.uk. We always reply and endeavour to do so within 24 working hours. Before contacting, have a browse through the FAQs as they‘ll probably provide you with the info you’re looking for.

Do you have a shop where I can come and view/ collect your stock?

The internet is our shop front! Like most online retailers, we’re based in a warehouse rather than a shop so for safety reasons we can’t really allow viewings or collections. However, we’re really strict with our grading system and our dispatch is very quick.

What does your packaging look like?

All our grade A and B products ship in our own secured package.

If I buy a phone from your website, will the IMEI number be printed on my proof of purchase?

Yes. All paperwork provided will have the IMEI number printed on it.

Can I use a Giff Gaff/ TESCO Mobile/ ASDA Mobile/ Lyca/ Lebara/ Virgin/ Utility Warehouse SIM in your products?

Yes but to avoid hassle, it’s recommended that you purchase a SIM unlocked product. Some of the networks above ‘piggy back’ off the major UK networks. For example, you can use a Giff Gaff/ TESCO Mobile SIM in a product locked to O2. If you’d like to use one of the networks above in one of our locked products, it’s advisable to contact them to find out which major network they ‘piggy back’ off.

I’ve received my product for use with my SIM. Can I get up and running straight away?

Yes. However, it’s definitely worth contacting your network provider to notify them of your new product and to see if they can adjust your tariff to the product you have. Smart phones and tablets typically use a lot of data so you may need to ask for more. You may even end up saving some money.

I have a standard sized SIM and the handset I’d like requires a micro/ nano SIM. What should I do?

Your network provider should provide you with what you need upon request. We’d advise to arrange this before purchasing so you can get up and running as soon as possible. You can get adaptors to allow a micro/ nano SIM to work in a product that requires a standard sized SIM so you’re not without a phone for any period of time.

What if my product becomes blocked or blacklisted?

We must stress that this is very unlikely and should it occur we will always guarantee to replace any handset purchased from us regardless of warranty, so you’re always safe with us. We have systems in place that help to prevent the selling of handsets which are blocked and work closely with the police and CheckMend, the international database for stolen property. Before we receive our stock it’s checked, while it’s in stock it’s checked and before it’s dispatched it’s checked.

What do your products come with?

New products ship in the original sealed box with the original accessories and full manufacturer warranty. Grades A and B ship in our own secured package with a 2 Month warranty, SIM pin (if applicable).

What is the actual condition of your used products?

Feeling unsure what to choose? Let us help….

  • Brand new= Brand new! It will have full manufacturer warranty and come with all original accessories. Hurrah!
  • Grade A= The item will be pristine and come with our 2 Month warranty. It comes in our own secured package.
  • Grade B= Used but in excellent condition, will show a few light marks. It comes in our own secured package and our 2 Month day warranty.

All of our phones (except brand new) are thoroughly tested and working but, just in case, we do offer the 2 Month warranty. Our 14 day no quibble returns policy gives you peace of mind.

If you’ve treated yourself to a ‘brand new’ phone please make sure you want it before you open it as we can’t accept returns on opened, unwanted, ‘brand new’ items.

Do you change any parts on your products?

No. When our stock is received we fully test, grade and sell. There’s no tinkering involved!

Where do you get your stock?

We purchase all of our stock from the general public and large retailers over in Europe.

Do your products have remaining manufacturer warranty?

If you’re buying the very latest product it’s safe to assume it will have some remaining warranty and brand new phones will come with full warranty but for other phones we just don’t know. Due to receiving large volumes of stock we can’t check the individual handsets, apologies for any inconvenience.

Can you provide product specific photographs?

We don’t mean to boast but we have a lot of phones so we can’t go taking photos of each one, however, if you’re not happy with the condition you can use our 14 day no quibble free returns service to send it right back!

Which networks are your products locked to?

We only sell unlocked phones which will work on all networks

Do your products come with contracts?

No. We currently do not supply contracts, PAYG deals or SIM cards.

Do your products come with contracts?

No. We currently do not supply contracts, PAYG deals or SIM cards.

BUYING

Can I buy wholesale?

Yes please!!! And you’ll get discount! You can contact us via email: info@coopower.co.uk  for bulk discount.

How do I order?

Making an order is easy. You can type the model you’re looking for in the search bar above or you can browse all of our stock using the filter on the left of the page.
You can view detailed information on the product you’re interested in by clicking the links in the product box; Grading Definitions, Product Information and Gallery. If the product is in stock, click on the grade you’d like and follow the instructions to create an account or log in and make the Payment.

Can I order if I live outside the UK?

Yes you can! We now ship to Europe. Regardless of Brexit!

Can you accept orders over the telephone?

Sorry no. Payment is made via our website only. We accept all major credit and debit cards and PayPal.

Can you accept orders over the telephone?

Sorry no. Payment is made via our website only. We accept all major credit and debit cards and PayPal.

POSTAGE

Do you ship outside the UK?

We certainly do! You can have your order delivered anywhere in Europe. We do not ship to PO boxes, drop shipping services or any other virtual mailboxes.

Do you deliver on Saturdays/ Sundays/ Bank Holidays?

As we use Royal Mail Special Delivery, orders placed before 2pm on a Friday are only guaranteed to be delivered on the following Monday before 1pm. In our experience Royal Mail occasionally deliver on a Saturday however, this is not guaranteed. Royal Mail don’t deliver on Sundays or Bank Holidays. Delivery times vary for large orders and busy periods.

When will I get my order?

Typically, orders placed before 2pm on a working day are shipped the same day for guaranteed delivery the following working day before 1pm. Delivery times vary for large orders and busy periods.

How are your products dispatched?

We use Royal Mail Special Delivery to dispatch our products in the UK and Royal Mail International tracked & Signed for European orders. Your delivery will be insured and delivery is very quick. Delivery methods may vary for larger orders.

How much does delivery cost?

Orders containing a single device type will be subject to the below subsidised postage costs. Orders containing more than one device type will be subject to the highest price according to device type. Costs are per order not per device. Please contact us for information regarding postage cost for larger orders.

Device Type UK Delivery Cost Europe Delivery Cost
Accessories free £8
Phones/ Watches/ Tablets free £20

Can I track the delivery of my order?

Certainly. As soon as your order is dispatched, we send tracking information to your email address.

I haven't received my tracking number yet. When will I get it?

Your tracking number is sent by email the second your order is dispatched. You’ll usually receive the tracking details within 48 hours of placing the order. When you do receive the details you can assume that the order will be with you the following day before 1pm.

It’s been a few days and I’ve not received my item. What should I do?

If your order has been dispatched and you’ve received a Royal Mail tracking number you can find detailed information on the status of your delivery on the Royal Mail Track and Trace website. If your delivery has failed and you haven’t heard from Royal Mail, you’ll need to contact them and arrange redelivery or collection.

What should I do if my product has been tampered with or damaged in the post?

If you suspect that the package has been tampered with, you shouldn’t accept it from Royal Mail. If you believe the product has been damaged in the post, please follow the instructions on the rear of your delivery note regarding the returns process. We provide a prepaid Special Delivery returns envelope on request. We’ll issue a replacement upon receipt of the damaged handset subject to stock availability and we’ll handle any issues with the delivery service.

RETURNS

How do I return a product for a refund or exchange?

Click here to request a refund or exchange. You’ll need your order number and the email address you used when creating the order.

I have requested a pre-paid envelope for the return of my product but haven't received it yet. Can I have another?

Yes of course! Our pre-paid envelopes are sent by Royal Mail first class and usually take 2-3 working days to arrive. If you have been waiting over a week for your pre-paid envelope, please email us quoting your order number at info@coopower.co.uk stating that you’ve not received it and we’ll arrange for another to be sent to you asap.

What is your returns policy?

If you receive your product and find that you’re not happy with it or you’ve changed your mind, that’s fine. You can return it to us within 14 days of the order date for a refund. The original postage cost will not be reimbursed for unwanted products. We cannot fully refund for opened ‘brand new’ items. In the unlikely event that your product becomes faulty, you’re welcome to return it to us within our 12 Month warranty period for brandnew products and 2 months for used products. We’ll always resolve any issues and we can either refund or replace upon request. Please follow the steps on the rear of your delivery note regarding the return of your item. We provide a prepaid Special Delivery Returns Envelope upon request. If your product is covered by the manufacturer’s warranty it’s advisable to obtain a replacement or repair via that route. Manufacturers typically carry out full diagnostic repairs or replace with a brand new product, whereas we will either refund in full or replace with another used product subject to your request and stock availability. We’ll also reimburse your original postage cost. Click here to request a refund or exchange. You’ll need your order number and the email address you used when creating the order.

I need to return my product but I’ve misplaced the delivery note. What shall I do?

No problem. Click here to request a refund or exchange. You’ll need your order number and the email address you used when creating the order. Once you receive the prepaid envelope, place your product in its box with the cable (keep the cable if it’s a used Lightning cable please) making sure it’s securely wrapped. Please include a piece of paper detailing your order number, the reason for your return and whether you require a refund or exchange, place everything in the prepaid envelope and take it to your local post office. Please make sure to obtain and keep a receipt as proof of postage. We can’t accept responsibility for any products returned to us by any other means.

I’ve returned my product. When will I get my refund or replacement?

If you’ve requested a full refund, we’ll process it as soon as we receive your product. If you’ve requested a replacement, we’ll get it dispatched as soon as we receive your product subject to stock availability. If we haven’t got what you need we’ll either replace with a compatible equivalent, ask you to wait until we do or refund you in full. We’ll contact you either way.

Can I have a different/ upgraded/ downgraded product as a replacement and pay/ be refunded the difference in price?

Unfortunately not. If you require a different model as a replacement, please choose refund and place a new order at your convenience.

ACCOUNT

Can I view my order information?

Of course. Log in to your account or Click here to check your order status.

Can I change my account details?

Yes. Log in to your account and click ‘Modify details’.

I’ve forgotten my password. What can I do?

Don’t worry. You can retrieve your password via email. Click on account and then click the Forgotten Password button. Follow the instructions and you’ll receive an email with your password.