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Cardiff 02920 226 316

Frequently Asked Questions

How long does the repair take?

90% of our repairs are completed within 24 hours following receipt of the item via post and shipped the next day, but very occasionally we may take a little longer.  Most walk-in repairs are completed within an hour. If we anticipate it taking longer, we will let you know. Backglass repair on the iPhone or iPad repairs including Fault finding and water/liquid diagnostic services may take longer than 24 hours.

How do I get my iPhone or iPad to you?

We recommend that you use Royal Mail's Special Delivery service as it will allow you to track your item and it is insured in the unlikely event that it is lost or damaged in the post. Please send it to:

38 Crwys Rd
CF24 4NN

Do you need my passcode?

Yes, we do. If there is a passcode on the phone or iPad it hinders our ability to gain access and test all the functions of the device after the repair. Please provide your passcode with the device when you give it to us for repair. If you do not wish to provide your passcode, we will be unable to test all functions fully and therefore full functionality of the device cannot be guaranteed.

Do you offer a guarantee on your repairs?

All our repairs are guaranteed for 12 months. In the unlikely event that you are not satisfied with the repair we will fix it free of charge, no questions asked.

What if I change my mind, will you charge me?

If you decide not to proceed with a repair we will only charge you return post and packing to cover the cost to return the iPhone or iPad to you.

After dropping my iPhone or iPad it has become unresponsive to touch, does the glass repair fix this issue?

Yes, any non-responsiveness your device is suffering due to a drop will be corrected with the Glass & Digitiser repair, as the Digitiser that is being replaced is the part responsible for all touch functionality.

When you repair an iPhone or iPad, is the factory warranty is void?

 According to Apple as soon as your device is tampered by a third party repairer or dropped and the Glass or LCD is broken your warranty is void. The craftsmanship of our repairs is extremely high and we have had multiple customers whose devices had software problems actually have them swapped out under warranty after being repaired by us.

I tried to fix my iPhone or iPad on my own and have it semi unassembled. Can I send it to you and have you finish the repair?

Absolutely, we do that all the time for customers. Please just purchase the diagnostic service and send your phone in. A technician will call you the same day we receive it with a quote before beginning any work on your iPhone.

"Error 53" – Faulty Touch ID Home button

If your iPhone or iPad is fitted with the Touch ID fingerprint home button which is damaged or not functioning the r ‘Error 53’  will be displayed after an ios update, unfortunately, we are unable to repair this.  

Apple’s official reply to this is as follows:

"We take customer security very seriously and Error 53 is the result of security checks designed to protect our customers. iOS checks that the Touch ID sensor in your iPhone or iPad correctly matches your device's other components. If iOS finds a mismatch, the check fails and Touch ID, including for Apple Pay use, is disabled. This security measure is necessary to protect your device and prevent a fraudulent Touch ID sensor from being used. If a customer encounters Error 53, we encourage them to contact Apple Support."

We will check all devices which are handed or sent to us prior to any repairs being carried out to check to see if this fault is present.

Do you buy broken iPhones?

Yes, we do. Please contact us and a customer service representative will call you within 24 hours with an offer!

Are your parts Original Apple or OEM?

We use the highest quality parts available to us. No third-party repair company (like us) are able to source original OEM parts directly from Apple Inc.   Many of the parts we source, we are told by our suppliers, come from similar suppliers/manufacturers in China. No one, including us, can claim that the parts are "from Apple".If any third party unauthorised repair company claims they use original Apple parts, this is untrue.  Unless the parts are taken from an original iPhone donor.

I found a cheaper price but prefer your site. Will you match their price?

Depending on where you found the price we can usually assist you with this. Please note that we use Original Apple OEM parts in our repairs which offer better performance than cheaper copied parts that other repair companies may use. Please contact us and we will work out something.

How do I know if I need the LCD repair or not?

If the actual screen of the phone is bleeding, white, or has any dead pixels then you’re going to need to select the LCD & Glass option as the LCD has suffered irreversible damage. Still not sure? Send a picture of the current condition of the phone while it is powered on to us and we will do our best to diagnose it.

What guarantees do you have with regards to my data privacy?

We have a zero-tolerance policy toward data disclosure. Rest assured we will not access your private data for any reason and will only operate the phone for testing purposes. You may password protect your iPhone if you feel it is necessary but note that doing so will limit our ability to test certain functions of the iPhone (i.e camera, headphone jack, and signal antennas). iPhonefixed is not responsible for and cannot guarantee the functionality of those features if the phone is password protected.

Will you repair an iPhone or iPad still under warranty?

Yes, we can, but if your device is repairable under warranty we would advise you to contact the place where you purchased it from first. If they can't help you, we will happily perform a repair.

How is my repaired iPhone or iPad returned to me?

Your iPhone is returned to you via Royal Mail Signed For 2nd Class.  You can pay an additional amount if you would like your iPhone sent via Royal Mail Signed For 1st Class or Special Delivery Guaranteed Next Working Day before 1 PM.  These options are available at the checkout area.

Your iPhone or iPad is tracked and a signature is required upon delivery to the address.  The tracking number will be emailed to you when the order/repair has been completed.

Do you offer a telephone support service?

Sorry, we do not offer a support service if you are having problems with your iPhone, but if you suspect a fault we are happy to advise you via email or live chat on the next step to take.

Which models do you repair?

We repair most models of the iPhone and iPad, as well as most other current smartphone brands.

Will I lose the data including telephone numbers, photos, songs, and videos on my iPhone or iPad when you repair it?

We recommend that you back up all your device's data before sending it to us. We cannot guarantee that your iPhone or iPads data will remain intact.

Should I send in my accessories with my iPhone or iPad?

No. Just send the device only.