FAQs

How long does it take to fix my iDevice?

Majority of our repairs are completed within 2 working days (weekends and Bank Holidays excluded). If you send a device with liquid damage or for a Diagnosis then this kind of repair takes longer for our engineers to assess. In this instance please provide between 3 and 5 working days for diagnosis. Please note that this is not a guaranteed time only a guideline, however we do our best to stick within these timeframes.

If you can’t fix my iDevice is there a charge?

If your device deemed unrepairable we will charge Diagnosis fee, Water/Liquid Damage Repair or an admin fee (for all types of iPhones 10 pounds admin fee apply) and any money paid for unused service will be refunded.

What if I do not know what is wrong with my iDevice?

We offer a diagnostic service to find out what is wrong with your iDevice. Simply order the diagnostic service and we will get back in touch with you.

What if I order the wrong repair service?

Do not worry if you choose the incorrect repair service, we will contact you and discuss your needs.

Will you perform repairs on iDevice still in warranty?

Yes we do, however if your iDevice has a fault that is repairable under warranty we suggest you contact the retailer in the first instance. This is due to the fact that once we commence a repair on your idevice any warranty you had will be void. Remember though we offer our own 125 days warranty with all our products/services for your peace of mind.

How do I pay for the repair?

When you place an order with us for a repair service you pay online at the end of the process or by logging into your account, selecting the MY ORDERS and PAY NOW button . We accept all major credit and debit cards which are securely processed via Paypal. We can also accept payment over the phone securely but a 50p charge will be added to cover our processing charge. Please note we cannot except cheques or American Express cards

Do you guarantee your repairs?

We are confident of our service and all our repairs are guaranteed for 125 days! If anything does go wrong in this time we will rectify it free of charge.

Do you offer a telephone support service for the Apple iPhone?

We do not offer a support service for Apple’s devices however we would be happy to answer any questions you might have regarding the repair of your iDevice.

Will I lose the songs and videos on my iPhone when you repair it?

We will always do our best to protect your songs, videos and data, however we cannot guarantee that all your iPhone data will remain intact. To safeguard all your content we strongly recommend you backup your iPhone before posting it to us.

How do I delete recent calls and individual functions?

If you update to the latest firmware (3.0 and up), you will be able to delete individual calls and individual SMS and MMS messages.

Should I send in my accessories with my iDevice?

No, we only need the iDevice itself.

Sim cards and memory cards.

We make every effort to send all Sim and memory cards left in devices back to customers. However, please make sure cards are removed from devices as FreeFusion is not liable for any lost Sim and memory cards. Also, please make sure the contact phone number you gave us is not a number of a Sim card left in a device sent to us, as it will make it difficult for us to contact you. Relying only on email as a means of contacting you may considerably prolong the time of completing our service.

How should I post my iDevice to you?

We strongly recommend that you use "Royal Mail Special Delivery / Royal Mail Recorded Delivery" service. This service gives you the peace of mind that if your parcel does get lost in the post, you will be able to track where it is and the value is covered by insurance.

How will you return my repaired iDevice to me?

Your iPhone will be returned to you via 1st Class Recorded Delivery, or as an optional extra, Special Delivery Next Day.

Where can I get the order number?

When you place an order for our repair service online we will email you back with a unique order reference and on the final page of the order process you will be provided with your reference also. You need to write this on the packaging when you send in your iPhone.

What does DIAGNOSIS mean?

If your repair is not included in the list or you are not sure what type of repair to choose please select the DIAGNOSIS service. DIAGNOSIS means that you will send us your device and we will assess it. If it is possible to repair and you are happy with the quote given to you then we will complete your repair. If following the diagnosis you do not wish to have your device repaired we will send your device back to you.