Our shipping regions are as follows:
Mainland UK including Northern Ireland, Highlands and Islands.

How much does it cost?
A Standard Delivery charge of £6.99 inc VAT is added to all orders to UK mainland addresses. Additional shipping charges are added to BFPO addresses and certain post codes in outlying Areas.

We do NOT ship to any overseas destinations including the Channel Islands or the Republic of Ireland.

Certain low cost items will be dispatched via Royal Mail and delivery charges will be reduced accordingly for reasons of viability. These orders can take up to 5 working days for delivery.
Method of delivery will be e-mailed to you on dispatch.

How long does it take?
Items ordered on any business day (Monday - Friday) excluding Bank Holidays should be delivered within 3 business days (excluding Saturday), anytime up to 5.30pm. Our standard delivery charge does not provide for next day delivery, however every effort is made by ourselves & the couriers to achieve this.

Telephones Online, like many online companies, experience busy trading periods, typically the weekends. It is at these times that you may experience a delay of a day or two before receiving your order. We can assure you though that every possible effort is made to process and ship your order on time.

Telephones Online relies upon the services of third party couriers, and whilst we endeavour to ‘keep to our word’ with delivery dates, there are unfortunately a few occasions when the couriers fail to perform the service that they are required to. This happens rarely, but because it does occur, albeit occasionally, we cannot be held responsible for the late delivery of an item. For the avoidance of doubt Telephones Online will not refund the standard delivery charge if the courier has failed to deliver the item(s) on the anticipated delivery date.

Who do we use?
Orders addressed within the UK mainland, Northern Ireland and offshore islands are sent by Initial City-Link. You can choose any convenient delivery address, but you must arrange for someone to be present to receive and sign for the package on the expected delivery date. Orders for Mobile phones paid for by credit cards can only be delivered to the card holders billing address.

Where a parcel cannot be delivered, (e.g. no-one at home), you will be notified by City Link with a telephone number to call to arrange a suitable time for re-delivery. City Link will only attempt one re-delivery, thereafter you willl be required to collect your parcel from the collection depot within 5 days. If your parcel is not collected within 5 days it will be returned to Telephones Online. Your credit / debit card will be credited your original total cost less £14.99 which is the full cost of delivery to you, plus return delivery charges back to Telephones Online. However we can accept third delivery and redirection charges to ensure delivery of your parcel. Please contact our Customers Services Department for further details

How to Track your parcel?
Once you have placed an order, you will receive an email confirmation that the order is being processed. When we dispatch the goods you will receive another email with your City Link Tracking number. You can then visit the City Link Website and enter your tracking number in the City Link Job No box. You will then be able to view the status of your delivery after 7.30pm.

Occasionally parcels are delayed due to poor addressing/sign posting . We may need to give City Link your telephone number in case they need to contact you regarding the delivery. There is a check box on the order form giving you the option of allowing or disallowing this information to be released.

Overseas orders are usually sent by Royal Mail to keep the cost of delivery down.

What to do if there is a problem with the delivery?
If the parcel does not arrive when you expect it then please don't hesitate to contact us. We will contact City Link and call you back to let you know what's happening.

If the goods are damaged upon receipt please call us: cstolebay@gmail.com within 7 days of delivery.

'No fault - No quibble' returns within 10 days
If you change your mind about your purchase for whatever reason, you may return the item, unused, in its original condition to us for an exchange or refund.

Please notify us within 10 days of delivery that you wish to return the goods, requesting an RMA number ( see below ) , which must be returned to us along with with proof of purchase

It is requested that you also return all packaging originally supplied with the product.

STEP 1 Contact Customer Services to obtain a RMA Number. You must obtain a RMA number before any products are returned to us. Please ensure that the RMA number that you have been provided with is clearly marked on the oustside of the packaging.

STEP 2 Please remember to ask for a Proof of Postage cerificate from the Post Office or from your chosen courier when returning goods, as we cannot be held responsible for goods lost in transit without it.

STEP 3 If you require items in exchange, please include a note with your returned item detailing the product you would like to exchange for. Please include a contactable telephone number in case any additional payment is required. If the new item costs less than the one you have returned we will refund you the difference, but again, we will need to contact you to obtain your credit/debit card details to complete the refund.

• The goods must be in original condition & returned with user guide, power supply unit, batteries, leads and any other accessories that were originally supplied with the goods. Please remember to ask for a Proof of Postage certificate. This is for your own security and insurance against items lost in transit.
• Credit/Debit card refunds will be made providing we are satisfied that the goods are in an acceptable condition as mentioned above.
• Only the cost of the goods will be refunded, you will have to pay the carriage costs unless the reason for return is due to an error on our part where we will arrange for the collection of the goods at our cost.

Return of faulty goods
If there is a fault with your product (or other defect with your order) you may return the product within 28 days of delivery for replacement or refund

STEP 1 Contact Customer Services to obtain a RMA Number. You must obtain a RMA number before any products are returned to us. Please ensure that the RMA number that you have been provided with is clearly marked on the oustside of the packaging. Please provide a full written reason for the return. This makes it easier to confirm any claim.

STEP 2 Please remember to ask for a Proof of Postage cerificate from the Post Office or your chosen courier when returning goods, as we cannot be held responsible for goods lost in transit without it.

We will replace the product or refund your money when:

• The product is confirmed to be faulty.
• If no fault is found then the product(s) will be returned and a charge of £11.75 (inc VAT) per product, plus carriage costs will be made to cover technical inspection costs. Manufacturers' inspection charges for 'no fault found' items are far higher than ours, and, if the item requires a full inspection from the manufacturer, their charge will be passed on to the customer. Please bear in mind that, if you have any technical queries or you think that your item is faulty, our technical help has resolved many setup and installation problems, and, over the years, has cut potential returns by 35%. Most manufacturers will also have a Product Helpline in the User Guide provided with the item.
• The product is otherwise in original condition.
• It is returned complete, together with any accessories and free gifts offered with the product.

Our promise to replace products or refund your money does not apply to faults caused by accident, neglect or misuse.

Where item(s) are confirmed to be faulty, we will also pay for your reasonable cost of returning the item(s) for replacement or refund.

Return of faulty products after more than 28 days
All telephonesonline products carry a twelve month 'return to base' warranty (excluding consumable products e.g. batteries, tapes, ink cartridges, etc). Once your product is more that 28 days old (but within the 12 month warranty) we will repair or replace it free of charge, or apply a Store Credit to your account that can be redeemed against any future purchase. Only the original purchase price excluding any delivery or return costs will be credited to your Store Credit account. It is solely at the discretion of Telephonesonline as to whether a repair, replacement or Store Credit is provided.

STEP 1 Contact Customer Services to obtain a RMA Number. You must obtain a RMA number before any products are returned to us. Please ensure that the RMA number that you have been provided with is clearly marked on the oustside of the packaging. Please provide a full written reason for the return. This makes it easier to confirm any claim.

STEP 2 Please remember to ask for a Proof of Postage cerificate from the Post Office or your chosen courier when returning goods, as we cannot be held responsible for goods lost in transit without it.

This does not apply:

• outside the UK
• to faults caused by accident or neglect or misuse
• if you return the product to us without any type of 'proof of purchase'

All products carry a 12 month warranty against breakdown due to manufacturing defects unless otherwise specified on the website alongside the product.

• Any products that are described as 'ex-display' have been factory reconditioned and fully electronically tested by a leading UK Service company.
• Any products that are described as 'new & reboxed' are new products that have been reboxed in a plain white or brown because the original box was damaged.
• Every year thousands of electrical products are returned by customers to major high street retailers and mail order houses under their 14 or 28 day money back guarantee. These products, in many cases have never been used or taken out of the box. This also includes electrical products which fail quality standards due to damaged packaging or slight cosmetic imperfections.
• The warranty on all products, is ‘return to base’ and valid for a period of 12 months from date of delivery.
• If during this period, telephonesonline is notified of any fault in any product, due to either faulty design or a defect in manufacturing or materials, Telephonesonline will replace or repair the product, depending upon the nature of the fault. Telephonesonline may also, at its own discretion, refund the purchase price of the faulty product.
• A copy of the purchase invoice (Proof of Purchase) must accompany any returned product.
• Telephonesonline must be notified of the faulty product prior to it being returned to Telephonesonline . The cost of returning the product will be borne by the customer unless otherwise agreed by telephonesonline.
• The warranty does not cover wear & tear, accidental or wilful damage.
• Consumables, eg. ink cartridges, handset batteries, tapes are not covered by the warranty after a period of 28 days from the date of delivery.

Your statutory rights are not affected.

Please e-mail cstolebay@gmail.com if you are experiencing problems.

If no fault is found then the product(s) will be returned and a charge of £11.75 (inc VAT) per product, plus carriage costs will be made to cover technical inspection costs.

The returns address for all items is;

Telephonesonline
Internet Returns
C/O CAT LTD
Unit 1, North Industrial Estate
New Road
Newhaven
East Sussex
BN9 0HE

Please make sure parcels are adequately protected for transportation as we cannot be held responsible for loss or damage to goods in transit being sent to us by a third party. Please also remember to ask for a Proof of Postage cerificate from the Post Office or your chosen courier when returning goods. This is for your own security and insurance against items lost in transit. We can not accept responsibility for any product(s) lost in transit if you return them without a Proof of Posting certificate.

Please do not send any returns to any other address other than the returns address as shown above. Only returns sent to the correct address will be processed.