Most Frequently Asked Questions:

How can I return my purchase?
Simply return your item along with our returns form full which can be found at: www.the-blackberry.com/ebayreturns  
 

Do you have this item in a different size/colour?
At BlackBerry we carry a wide selection of size and colours, and if we have an item in stock then it will more than likely be available for purchase on one of auctions or in our store. If you can not find the item available for sale in the size or colour you require then we do not have it available for sale. Please feel free to use the search facility in our store to search for your size and colour.

How do I pay for my item?
In order to pay for your item, you must either click the Pay Now button at the top of your listing or within My eBay, this will take you to our secure checkout facility where you can select your preferred payment method. Alternatively, you can wait for the winning buyer email which will be sent within 3 hours after the auction with a link to take you to the secure checkout.

Can you end the auction early as I really want this item now and can't wait?
Thank you for your interest in our items, unfortunately we can not end auctions early.

Returns, Refunds, Exchanges:

What is your returns policy?
At The-BlackBerry, we want you to be 100% satisfied with your purchase, but if for any reason you are not satisfied you can return it along with our returns form within 14 days of receipt for a refund, exchange or credit voucher (exchanges not available on auction items). For our full returns policy please go to: http://stores.ebay.co.uk/The-BlackBerry-Exclusive-Fashion/The-BlackBerry-Returns-Policy.html

How do I return my purchase?
Simply return your item in it original condition along with the completed Returns Form which will be enclosed with your purchase, returns address can be found at the bottom of the returns form.

Can I exchange this for a different size/colour?
If you have purchased an auction item it can only be returned for a refund or credit voucher. If the item you have purchased is a Buy It Now, you can return this for a different item, simply return it using the returns form and once it has been received we will send out your exchange providing it is available in stock, if your replacement item is more expensive you will need to pay the additional amount, if it is less, we will refund the difference.

I have received the wrong item, what do I do?
We do try our hardest to ensure that you are satisfied with your purchase, but unfortunately on occasion we do make a mistake. If you have received the wrong item please return it in its original condition along with our returns form and we will send out the correct item on receipt of your return. We apologise for any inconvenience this has caused.

I have returned my item, when will I get my refund?
We do try to process all returns as quickly as possible. Your return will be processed within 10 working days of receipt of the returned item back to us, once it has been processed we will send you a confirmation email with details of your refund. If you have returned it by recorded delivery we will be able to advise when it was received and when your item will be processed.

Shipping:

When will I receive my item?
All items are dispatched within 48 hours after your cleared payment has been received and sent by recorded delivery. Delivery is generally 1-2 working days within the UK and 5-7 for International customers. A signature will be required on delivery.

Can you send my item by normal first class post?
Unfortunately we are not able to send items by unrecorded delivery. All items will be sent by recorded delivery and require a signature to confirm it has been delivered.

Can I have a discount on postage?
We are currently able to offer a reduced postage rate for all additional items purchased within an order. The first item in a order will be charged at the highest postage rate, and then each additional items postage is £1.50 for UK customers. Unfortunately we are not able to offer any other postage discounts.

Can you send my item without an invoice enclosed?
All items can only be sent with the invoice enclosed, unfortunately we can not do requests to send it without an invoice.
 

Do you do combined postage?
Yes we do do combined postage. All items purchased within 7 days of the first item will automatically be combined under the same invoice. You will be charged the highest postage rate on the first item, and then £1.50 for each additional item within the invoice to the UK and a discount of 50% on the additional items postage for International orders.

Can you send it by a cheaper shipping method?
We try to send our items at competitive postage rates, while still being able to offer you a speedy and secure delivery service, with this in mind we are not able to send items by a cheaper delivery service than what is currently offered.
 

What do you charge for postage?
All postage rates are displayed at the bottom of each listing, you will be charged the highest postage rate for the first item in an invoice and then £1.50 for each additional item for UK orders, and a 50% discount on the additional items postage for International orders.

Can you send the item in discreet packaging?
All items are sent in our own custom made packing to ensure that they are sent safe and securely, unfortunately we can not send items in other packaging.

Payment Questions:

How do I pay for my item?
To pay for your item you must either click the Pay Now button at the top of your listing or wait for the end of auction email which will be sent within 3 hours and contain your personal link to complete your payment. Your must complete the checkout process in order to start the payment process.

What payment methods do you accept?
We accept the following payment methods via our secure checkout, PayPal (items will only be sent to confirmed delivery address), Credit/Debit Card (Visa, MasterCard, Visa Debit/Delta, Solo, UK Maestro, items will only be sent to registered billing address), Postal Order (UK Pound Sterling only) sent by recorded delivery, Bank Transfer (UK only).
 

Have you received my payment yet?
Once we receive your payment we will send you a payment received email to the email address registered on your eBay account. If you have not received this email we have not received your payment.

Why can't I pay by personal cheque?
Do to the inherent problems associated which cheque's, such as cheque's bouncing, the long clearance time before items can be dispatched and customers expecting items to be dispatched before the cheque has cleared we can not longer accept personal cheques. We apologise for any inconvenience this may cause.

Can I pay directly through PayPal?
I'm sorry, but we do not accept payments sent directly through PayPal. Our PayPal account is linked directly to our checkout to enable a fast, convenient and secure payment option. Due to the large volume of orders this ensures that our payment process is kept streamlined and enables us to offer a better and more efficient service to our customers.

I want to pay by Bank Transfer, how do I do this?
Please complete our secure and easy checkout process where you will be able to select your payment by Bank Transfer, all details will be provided when completing your checkout.

My PayPal account is not working, how can I pay for my item?
That is not a problem, if you PayPal account is not working or has not been verified, we can accept payment by Credit/Debit card securely through our checkout for instant payment or you can send a postal order in the post.

How long do I have to pay for my item?
All items must be paid for within 7 days of the auction ending, unfortunately if your payment is not received within this timescale, our automated systems start the unpaid item process.

Who do I make my Postal Order payable to?
Please make all Postal Orders payable to BlackBerry International Ltd. The payment address will be provided when you complete the checkout process after you purchase your item.

How much is this item in US Dollars / Euro's?
To find out the what the price of your auction is in US Dollars, Euro's or another currency, please go to www.xe.com/ucc. Please note that all items must be paid in UK Pound Sterling.

Can you send my order to a different address other than my billing address?
If you are paying by PayPal we can only send your item to the confirmed delivery address registered on your PayPal account. If you are paying by credit/debit card, we can only dispatch your item to the registered billing address of the card used for payment. This is to ensure that you are the registered owner of the card used for payment.

Is it safe to pay with my credit/debit on your checkout?
Yes, it is 100% safe to pay with your credit/debit card on our checkout. All details are taken over the latest secure encrypted servers (SSL).

Where is my invoice?
With a few minutes of winning the auction, or using the Buy It Now button you will be sent an email with the link to complete the checkout where you will be able to print your invoice. Unfortunately due to the large volume of orders we are not able to use the standard eBay checkout to manage our sales.

Order Status:

Can I cancel or modify my order?
Our shipping process is automated and your order is processed within hours. So once we receive your payment, we can not add, subtract or cancel your order prior to shipment.

Have you shipped my item yet?
Generally orders are dispatched the next working day after payment has been received. Once your order is dispatched you will received a dispatch confirmation email to the email address registered on your eBay account. If you have not received a dispatch confirmation email within 2 working days after your payment has been received, please contact us and we will tell you the status of your order.

How long until I receive my order?
Generally all orders are dispatched the next working day after payment has been received. Orders shipped within the UK should take 1-2 working days to arrive after dispatch and 5-7 working days for orders dispatched to Europe, USA, Canada and other destinations.

International Shipping:

Can you send my order marked as gift?
Please note the intentionally filling out a fraudulent Customs Declaration is an offence. All items will be sent with the correct customs documentation to your destination country, including a commercial invoice.

Do I have to pay customs taxes and duties?
Customs duties and taxes are not included in the order total. If your item is being shipped outside the EU you may have to pay customs taxes when your item enters your country. This is out of our control and we do not know how much and what rate of taxes will be charged. For more information on this please contact your Custom and Excise department.