Customer Service
We are here to answer all of your questions as soon as possible. Our support staff is ready to help you Monday-Friday 9.00 a.m - 6.00 p.m and Saturday 10.00 a.m - 2.00 p.m.
If you have any queries about our products, shipping or technical issues, you can always send up an email to info@wefixmac.com. We will try to answer all of your questions within 24 hours (during business days).
Support
We provide email support service to:
To get technical assistance
To report a problem
To check the case status
To find a tracking number
Contact us
You can contact us by:
By phone - 020 8527 6791
By mail - info@wefixmac.com
By chat - by clicking the bottom right chat icon
Useful PDF Files
You can download the following files
Print Return Form
Print Repair Label
REQUESTING AN RMA
To request an RMA ( Return Merchandise Authorisation ) please log into your account here or type your order number and e-mail.
A single portal for technical support and service.
You may assign more than one individual to request RMAs.
You will receive automatic service center assignments and receive shipping instructions.
You will be able to check the real-time status of every RMA that is at one of our service centres.
Frequently Asked Questions
In the interests of simplifying life and to help answer any queries or questions you may have about our service, we have compiled a list of most frequently asked questions (FAQ). We hope you will find the answer you require below. However, if you still can't find what you're looking for, feel free to ask any questions by the e-mail, and we will do our best to reply in 2 hours.
Why is there no tracking number on my shipping?
Tracking Numbers are only provided when an Order has been shipped by Special or Recorded Delivery (within UK) or by Royal Mail Airsure or Internationally Signed For (for shipping to destinations outside UK)
When will my order arrive?
Our Parts are carefully packed and dispatched within 48 hours of receipt of payment using Royal Mail First Class Service - unless Next Day Delivery has been requested. Such Orders are dispatched on day payment has been made unless received after 3.00pm. Please note that we don't work at weekends so no shipping takes place on Saturdays. Accordingly an Order placed after 2.30pm on a Friday will not be dispatched until the following Monday.
Can you confirm my order has been dispatched?
You will have received an automated message through ebay confirming that your Order has been received and a further message that your Order has been dispatched. We dispatch within 48 hours of receipt of payment. If your Order has not reached you within expected time scale it may be due to difficulties with the relevant Postal Service. If nothing arrives within 3 days (UK) or 10 days (outside UK) please contact us by sendung an e-mail at www.wefixmac.com/support.
How long does it take to ship within UK?
We expect First Class Mail and Recorded Delivery to reach you within 2 days. Special Delivery should arrive before 1.00pm the day after dispatch - subject to Royal Mail suspensions of service
How long does it take to ship to Europe?
By Airmail it is expected to take 4 days to Western Europe, 6 days to Eastern Europe and 8 days to the rest of the World. Airsure and Internationally Signed For can be up to one day faster than Airmail.
How long does it take to ship outside Europe?
I ordered several items from your store on eBay, can you combine my shipping and save me postage?
Can you ship to a different address than shown on my PayPal account?
For security reasons we must ship to your registered PayPal address. However we appreciate that at times addresses aren't always updated. We will therefore try to assist if appropriate proof is provided.
Can I collect my order in person and get a refund on postage?
Many of our items are sent Post Free and in such cases we do not issue a refund. If postage is payable then you would be able to request personal collection and no postage costs would be required
Can you confirm my order will be shipped today as I need it for tomorrow?
We look to dispatch within 48 hours of payment being received. If you request Special Delivery and place your Order by 2.30pm then it will be dispatched that day. Although Royal Mail should deliver by 1.00pm the following day we are unable to be held responsible for non-delivery. Royal Mail do usually guarantee such delivery but at times suspend this due to circumstances.
Why has my Order not arrived the following day when I requested Special Delivery?
All Orders received by 2.30pm - Monday to Friday apart from bank Holidays - will be sent out the same day. All Orders received after 2.30pm will be sent out the following day. When Special Delivery is requested a Tracking Number is available to verify posting and track progress. Your Order should reach boy the following day by 1.00pm. At times Royal mail suspend their guarantee of next day delivery and we will do our best to alert you to this situation. If non-delivery then the matter can be taken up with Royal Mail for investigation by quoting the Tracking Number.
Why has my Order not arrived the following day when I requested Recorded Delivery ?
All Orders received by 2.30pm - Monday to Friday apart from Bank Holidays - will be sent out the same day. Orders received after 2.30pm will be sent out the following day. A Tracking Number is available too verify posting and track progress. Royal mail do not guarantee next day delivery so it may be that your Orderarrives a little later than anticipated. If Order fails to a rive then the matter can be taken up with Royal Mail for investigation by quoting the Tracking Number.
I have given an incorrect delivery address for my Order. What can I do?
Please contact us immediately by sending an e-mail at www.wefixmac.com/support so that we can look to assisting you. We may need to obtain necessary proof from you as to identity to avoid the possibility of fraud.
I have changed my mind, can I cancel my Order?
We understand that this may happen and are willing to cancel as long as we are contacted by you by e-mail at www.wefixmac.com/support prior to our post going to Post Office at 3.00pm.
I have received the wrong item, how can you correct it?
If you have ordered incorrectly and wish to seek a replacement then return your item to us. As long as the item is in the same condition as it left us we shall replace subject to any additional cost being paid in respect of the correct item. If we have made an error then please return the item to us.You should enclose a note of your name, address and reason for return. Orders over £40 should beset by Recorded or Special Delivery (UK) and by a suitable insurance covered service outside UK which has a Tracking Number. We shall reimburse your postage costs in an agreed manner and send out a replacement as soon as incorrect item is received - subject to such item being in stock. If not in stock we shall immediately notify you. We will see if your time-scale will allow you to wait until stock is available or whether you would prefer a refund.
I have ordered the wrong item, how can I correct it?
Please immediately contact us by sending an e-mail at www.wefixmac.com/support, so that Order can be cancelled, allowing you to re-order correctly. This must be done before 3.30pm before shipping goes to the Post Office. if you discover upon receipt that you have ordered incorrectly and wish to seek a replacement then return your item to us. As long as the item is in the same condition as it left us we shall replace subject to any additional cost being paid in respect of the correct item.
Can I have a Tracking Number for my Order?
As long as you have chosen Special Delivery, Recorded Delivery, Airsure or Internationally Signed For we can supply you with the Tracking Number for your Order. First Class Post and Airmail orders do not have Tracking Numbers. For details please contact us by sending an e-mail at www.wefixmac.com/support.
Can you modify my order?
I have just received my item and there are problems with it - can I have a replacement or refund?
We are sorry that you have encountered problems with your item. Please return to us with a note of your name, address and reason for return. Our address is: WFM Europe Ltd, 1st Floor, 74 Oakfield Road, Walthamstow, London E17 5RP. As son as item arrives we shall notify you and the after inspection seek your instructions as to whether you would prefer a refund or replacement.
You can return your faulty item in its original packaging up to 7 days after you receive it for a full refund, or replacement within 30 days of purchase.
Can I have credit waiting for my next purchase rather than a refund?
You can return your faulty item in its original packaging up to 7 days after you receive it for a full refund, or replacement within 30 days of purchase.
We can facilitate this for you and would ask that you to send an e-mail at www.wefixmac.com/support, confirming your wishes.
I returned my item for replacement/refund but have not heard from you.
If you haven't received an acknowledgement from us for returned item it may be that it hasn't arrived - please allow 2/3 days for post to reach us. if you have a Tracking Number then you will be able to obtain delivery status. Sometimes customers forget to include details with the return so we don't know name of the sender - could this possibly have happened. As we are closed at weekends items due for delivery on a Friday don't reach us until the following Monday. This can cause a delay. If you feel that a reasonable time has elapsed please contact us by sending an e-mail at www.wefixmac.com/support.
My item isn't working - will you please send out replacement today?
As you can appreciate we must take care to avoid possible fraud. Accordingly we must receive original item for inspection and, when necessary, return to our suppliers. We understand the need for a swift response and will accordingly try our best to expedite the shipping.
I'm not sure what the problem is with my item which doesn't seem to be working - can you help me with some advice please?
if you require advice please send message by sending an e-mail at www.wefixmac.com/support at detailing the problem, noting any previous contact with us on the matter and any steps you have taken to rectify the situation.
I am returning faulty item and am very dissatisfied and intend to contact ebay/PayPal.
We are very concerned when we are unable to satisfactorily meet a customer's requirements. Before taking any further action in relation to ebay or PayPal we would ask that you contact us at by sending an e-mail at www.wefixmac.com/support . This would allow us to try and resolve matters with you in an amicable manner which would conclude matters to your satisfaction. Our address is: WFM Europe Ltd, 1st Floor, 74 Oakfield Road, Walthamstow, London E17 5RP.
This is the second replacement you have sent and it is still a faulty item
We are sorry that you have encountered problems with replacement item. Please return to us so that we can fully inspect. We shall also be checking the rest of the batch. We shall then either refund and look to compensate you for the inconvenience or ship a fully checked replacement item. Our address is: WFM Europe Ltd, 1st Floor, 74 Oakfield Road, Walthamstow, London E17 5RP.
Do you need me to send the item back to you as if I do my 'phone won't work?
As you will appreciate we have to take necessary precautions to ensure that requests are genuine - so must have parts returned. We need to inspect it and, when necessary, return to our suppliers. Our address is: WFM Europe Ltd, 1st Floor, 74 Oakfield Road, Walthamstow, London E17 5RP.If you feel that there are extenuating circumstances then please contact us by sending an e-mail at www.wefixmac.com/support.
Am I still within warranty period?
The Warranty Period was stated on the Listing. If your item is an iPod please contact us at us at wefixmac.com/support for 'Parts Department' as it may be that the problem is not with the actual item. If your purchase is a part then please return to us immediately, so as to be within your warranty period, at WFM Europe Ltd, 1st Floor, 74 Oakfield Road, Walthamstow, London E17 5RP. We will then inspect the item with a view to either refunding or replacing depending on your instruction.
My Order has arrived with an item damaged in transit - what are you going to do about it?
Please return item, with details of damage, to us together with original packaging for inspection. We shall then contact you further as quickly as possible. Our address is: WFM Europe Ltd, 1st Floor, 74 Oakfield Road, Walthamstow, London E17 5RP
Can I bring my item back to you in person so that you can you can sort matters out immediately?
You can certainly return your item personally. We would then do our best to resolve the matter immediately by replacement or repair. Depending on the nature of the fault we may need to ask for item to be left with us.If it is a faulty part and we are out of stock we would ask whether you would be able to wait for our next stock delivery or prefer a refund.
Can you tell me your address for returning an item?
You advertised the item as 'new' but it is obviously not so!
We are sorry that you find item is not 'new' We source our products as 'new' and they are immediately stored when delivered to us until shipped to customers. However we are very concerned at this situation. Please return item to us for inspection and return to our suppliers. We can then look to replacing or refunding you. Our address is: WFM Europe Ltd, 1st Floor, 74 Oakfield Road, Walthamstow, London E17 5RP
Can you give me a special deal as I want to buy about 3/4 items?
Please refer to our website - wefixmac.com - where if you look at items you are seeking you will be able to note prices/discounts for required number.
What discounts do you give for bulk purchases?
Please refer to our website - wefixmac.com - where if you look at items you are seeking you will be able to note prices/discounts for required number.
Have you any staff vacancies for Technicians?
We do not have any vacancies at present but may have at a later date due to expansion. If you would like to send your CV to artur@wefixmac.com we will be happy to keep it on file.
Can I visit your premises at the weekend to purchase items?
How quickly will you repair my iPod if I bring it to you in person and what will it cost?
The repair time will depend on volume of work that we have in hand. Also the complexity of the repair. It may be that it can be done immediately while you wait or we may ask that you leave it with us. Charges are from £25 plus VAT together with cost of any necessary parts. We will discuss matters fully with you before commencing any work. Our address is: WFM Europe Ltd, 1st Floor, 74 Oakfield Road, Walthamstow, London E17 5RP.
I have damaged my iPod and am not sure what parts I need to buy?
We shall be pleased to give you any necessary advice upon receiving details of damage. You can send an e-mail at www.wefixmac.com/support. Please also including your telephone number incase we consider that it would be easier and quicker to deal with matters by 'phone.
I have damaged my iPhone and am not sure what parts I need to buy?
We shall be pleased to give you any necessary advice upon receiving details of damage. You can send an e-mail at www.wefixmac.com/support. please also including your telephone number, if you are able to do so, incase we consider that it would be easier and quicker to deal with matters by 'phone.
I am starting up an iPod/iPhone Repair business and would like to get an account with you
We are sorry but we do not have this system. All Orders must be paid for at time of ordering. Discounts are available as shown on our website at www.wefixmac.com
Are your parts genuine?
We source our products directly from factories in China. Customers are usually pleased with the quality of the items. However if you purchase and are not satisfied with the item we will immediately, upon safe return of product, issue full refund.
Do you have a shop where I can come and look at your products?
Can I pay by cheque or Postal Order as I don't have a PayPal Account or Credit/Debit Card?
I am afraid that we are usually unable to facilitate this request. Payment can also be made through the BACS system via your bank.
Would you be interested in buying my iPod?
We do not normally purchase single items. However if you would like to send us details then we would consider the request. Please note that we are unable to enter lengthy correspondence.
Would you be interested in buying my iPhone?
We do not normally purchase . However if you would like to send us details then we would consider the request. You can send an e-mail at www.wefixmac.com/support. Please note that we are unable to enter lengthy correspondence.
Do you carry out computer repairs?
I am sorry but we do not carry our computer repairs. May we refer you to The Mac Fix Centre - ayr4@mac.com who will be pleased to assist you.
Can you tell me of any useful sites to help me in repairing my iPod ?
Can you tell me of any useful sites to help me in repairing my iPhone?
I am interested in an iPod you are advertising - can I make an offer on it?
Due to the quick sales of our listings we are not usually minded to accept offers. However if you wish to send message to us at ebay@wefixmac.com we shall consider your offer. Please note that we are not prepared to enter into prolonged correspondence .
I am having trouble in having my payment accepted - can you help?
If your payment is not being accepted it may be that you have entered details wrongly so you may like to check. It may be that we are out of stock and you should look to see availability of the item shown. If you still have problems please open a Ticket www.wefixmac.com/support for 'Customer Service Department' who will be pleased to assist.
Can I order by telephone?
I want to Order more items than you show as available - will you be getting anymore?
We receive regular deliveries from China so we are not out of stock, usually, for long periods of time. Please send an e-mail at www.wefixmac.com/support for anticipated delivery date. Some items we do not restock but can confirm position if you message likewise.
I live outside UK - can I have VAT free Invoice?
What is your address for Returns?
