Whatsapp Help

Questions about ordering / shipping / customs

How can I order something?

It's quite simple:

  1. Browse through our shop.
  2. Select one or more devices. Also have a look at the accessories.
  3. When you have finished shopping, open the shopping cart and complete the order by clicking on "Buy".
  4. Now we only need your address. After payment, the desired device can be packed and shipped.
  5. Of course you will receive constant status updates throughout the whole process and are therefore always up to date.

Hello please can you help me I put my real address but always this message show to me : Your address is incompatible with our shipping providers, please update it.

Than we don't ship to your country, mabye it is UK and you want to order from EU Warehouse. Not possible!


Are your phones refurbished? Does it come in original packaging that is sealed by the manufacturer?

The phone are original an new, come in package, not sealed, as we test it. 


Do you ship to Los Angeles, California, United States?

Yes


How long does it take for my parcel to reach me?

The shipping process varies and can only be influenced by us or the buyer to a limited extent. In the best case between 3-7 days and in the worst case about 2-3 weeks. Usually these are the shipping and handling times.

  • 1-3 days for ordering and processing
  • 3-5 days for shipping with DHL Express
  • 10-15 days for shipping with Global Priority
  • 2-4 weeks for shipping with Mail Parcel (small parts)
  • 2-4 days for shipping from the EU (depending on location)

Of course it can happen with DHL Express from China that the customs delays it a little bit. But so far DHL Express is usually within 7 days with you.


What does "Free EU Delivery" mean for you in terms of customs and shipping fees?

Within the EU there are no customs duties and shipping costs. Since it is shipped from the EU, there are no additional costs. The shipping is usually done within 2-5 days. 


With which supplier will the goods be shipped?

We prefer Global Priority. At Global Priority we always choose the best provider for your country. Usually the delivery takes about 2 weeks and there are no import costs for you.

Mail Parcel is used more for smaller packages and DHL Express is the fastest provider, in most cases it takes only 3 days from Shenzhen to your door.


Do I get a tracking number?

Sure. However, it usually takes 1-5 days for the tracking number to be processed before the customer can track it online.

Since we work with external service providers, this can sometimes take some time. Please do not contact us until the tracking is not available within 5 days.


Do customs fees still have to be paid on import?

For customers in Europe, in most countries there is no customs duty on smartphones, tablets or smaller gadgets. However, customers in Europe are required to pay import sales tax, which may be levied on the ordered item by the country in question.

As a rule, the import sales tax (e.g. 19% in Germany) is paid by DHL Express / Postman. Should there be any complications with customs clearance, or should the paid fee seem too high to you, you can always contact us and we will help you with the processing. The import sales tax is calculated from the declaration value (purchase price) + shipping costs.

IMPORTANT! We also offer shipping methods that do not incur customs duties or import sales tax. One option to save costs is Global Priority.

EU WAREHOUSE! For customers in Europe there are of course no import or customs costs for products from the EU warehouse. 


What is the DHL capital provision commission?

Since June 2014, DHL Express in Germany charges a capital provision commission of 2%, but at least €14.5 (excl. VAT) on the processing of DHL Express shipments. This is payable if the parcel does not go through directly and therefore has to be cleared through customs.

However, this capital provision commission can easily be avoided. All you have to do is give DHL a direct debit authorisation on your account. The customs duties will then be debited directly from your account, so there are no additional costs. This is especially worthwhile if you frequently order goods from China.

  1. Write an email to [email protected] and explain that you would like to issue a direct debit authorization for payments to customs. If you have a DHL customer number, it is best to include it. (Alternatively you can also call the DHL Express service hotline).
  2. You will receive an email from DHL. In the attached form you have to fill in your bank details. The signed form will then be sent back to you by fax or mail.
  3. Within one week you will receive a SEPA mandate by mail. This is the direct debit authorization. Fill out this form, sign it and send it by post to DHL with the enclosed envelope.
  4. As soon as you have registered your account with DHL, payments to customs will be debited directly from your account. You will not have to pay a capital provision commission from then on.

From time to time you may receive a standard mail from DHL which states that they can only issue SEPA authorizations for companies (sole proprietorships, partnerships or legal entities).


Does my ordered device have an EU plug?

If you order the device from China and it is a Chinese version, you will receive as standard a CN plug and an extra EU adapter with the device.

If you have ordered a Global device, the packaging contains a normal EU plug. 

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Where do the smartphones come from?

If you order a device from China, it will be shipped from Shenzhen or from our warehouse in Hong Kong.

If you order an EU device from the EU warehouse, the device will be shipped from a warehouse near you.


Can I also have my package sent to a Packstation/Dropshipping address?

No, shipping to a packing station or dropshipping address is currently not possible for logistical reasons.


How can I cancel my order?

As long as the logistics department has not yet packed the package, you can cancel your order at any time.

Simply contact us via the contact form on our website. Please include the order number in the subject line.


Will my data be treated confidentially when ordering?

We treat your data confidentially. All orders are routed through an SSL-encrypted page. All passwords are stored encrypted in the database. Your data will not be passed on to third parties and may not be used by third parties for advertising purposes.

You can create a report at any time in the customer area, which contains all your data and its use.


Will I receive an invoice for my ordered goods?

Yes. As soon as you have paid, the invoice is available to you via the customer area. You can download and print this at any time.

If there should be any problems with customs, please contact us for a short consultation.


Is there a 14-day withdrawal period?

No, unfortunately not. Since the goods are imported from China, we cannot grant a 14-day cancellation period. Please inform yourself about the device before you buy to avoid possible misunderstandings before you buy.

EXCEPTION: By purchasing with bank transfer, Paypal, Sofort, Visa, Mastercard, Klarna invoice or Klarna installment payment we grant a 14-day right of withdrawal. In case of a cancellation, the shipping costs must be paid by the buyer. These costs are about 60€. for a shipment as dangerous goods (smartphone, tablet or laptop with battery).


What does "Ready to ship in 3-5 days" mean?

Like many other China Shops we do not have a large stock, because in China the prices are often subject to fluctuations. So it can happen that the price drops by 20-30€ within a week. Since we want to pass these price reductions on to our customers as soon as possible, we often buy the devices Just-In-Time.

"Ready for dispatch in 3-5 days" means nothing else than that we have the device in stock or can get it within max. 5 days. After that it will be packed and shipped.


Customs duties / Customs regulations

Customers are obliged to inform themselves about customs fees and customs regulations in their country. All prices on the website are exclusive of customs duties and import sales tax of the respective recipient countries.

For customers in Europe, in most countries there is no customs duty on smartphones, tablets or smaller gadgets. However, customers in Europe are required to pay import sales tax, which may be levied on the ordered item by the respective country. Usually the import sales tax (e.g. 19% in Germany) is paid by DHL Express / Postman. Should there be any complications with customs clearance, or should the fee paid seem too high to you, you can always contact us and we will help you with the processing. The import sales tax is calculated from the declaration value (purchase price) + shipping costs.


Is no CE mark a problem during import?

No, the European CE mark as we know it is not a (test) "seal", but an administrative mark, which expresses the free marketability of appropriately marked industrial products in the European internal market. If you want to sell the goods as a trader, this mark is important for you. However, if you are a private person, the CE mark is not important for you and should not hinder the importation.

We even give the guarantee that every device will come to you, even if no CE mark is attached. If this is not the case, we will refund the full costs.


What are Dual-SIM Smartphones?

Dual-SIM means that you can insert two SIM cards into one mobile phone. This allows you to use two SIM cards, even from different providers, in one device.

This allows you to combine, for example, a favourable data tariff and a favourable telephone tariff, or to use foreign cards if necessary.


Will TradingShenzhen cover my import fees?

No. The costs of importation, for example to Germany, must be borne by the customer himself.

For further information on import costs please see here...


Which countries do we deliver?

Here is a list of all countries to which we ship with the different shipping methods. Not every shipping method is always possible in every country.

Albania
Algeria
Australia
Austria
Bahrain
Belarus
Belgium
Bermuda
Bolivia
Bosnia and Herzegovina
British Indian Ocean Territory
Bulgaria
Cambodia
Canada
China
Croatia
Denmark
Estonia
Finland
France
French Polynesia
Gambia
Georgia
Germany
Ghana
Greece
Greenland
Guam
HongKong
Iceland
Indonesia
Israel
Italy
Jamaica
Japan
Jordan
Kazakhstan
Kenya
Kuweit
Laos
Latvia
Lebanon
Liberia
Liechtenstein
Lithuania
Luxembourg
Malaysia
Mauritius
Mexico
Moldova
Morocco
New Zealand
Norway
Oman
Pakistan
Peru
Philippines
Poland
Serbia
Spain
Tanzania
Thailand
The Netherlands
Tunesien
Turkey
Usbekistan
Portugal


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