FAQ's

DELIVERY

When will you send my item?

We will dispatch your order same business day if ordered before 12pm. Orders received after 12pm, will be dispatched the following business day.

Will I be able to track my item once the order is placed?

As soon as your item has been dispatched you’ll receive a reference number so you can track the order online. Please visit https://auspost.com.au/mypost/track to see the progress of your delivery.

What happens if I need to change my delivery address?

We are only able to dispatch items to the registered Paypal address at the time of purchase. If you have any issues with your dellivery address please contact or customer service team on 1300 45 77 66 or shop@mazumamobile.com.au to disscuss a cancellation.

How long will it take to receive my item?

Orders are dispatched via Australia Post eParcel service from our warehouse in Victoria. We will provide you with a tracking number to keep up to date with your delivery. For expected delivery times, please check Australia Post, Parcel Post timelines - https://auspost.com.au/sending/send-within-australia/delivery-speeds-and-coverage

Can I buy an item and collect myself?

Unfortunately we aren't able to offer this service, but rest assured, we offer same day dispatch so you won’t have to wait long.

What do I do if my item doesn’t arrive?

It's very rare for an item to go missing, however they can sometimes be delayed in post. Please track your order with the tracking provided.(https://auspost.com.au/mypost/track). If you’re still having problems please contact our customer service team on 1300 45 77 66 or shop@mazumamobile.com.au

 

ORDER

Can I order an item if I live outside of Australia?

Sorry, unfortunately we don’t currently offer the ability to place an order outside of Australia.

How do I cancel my order?

If you’ve not yet received your item, please contact our customer service team on 1300 45 77 66 or shop@mazumamobile.com.au and they will be able to cancel the order for you.

If the item has already been dispatched, you’ll need to contact us to open a return case with we’ll refund the value of the order once the item has been received back.

I haven’t received an order confirmation email?

Please log into the email account that you registered with us and check your junk folder. If you still can’t find the email and you need details of the order, please contact our customer service team on 1300 45 77 66 or shop@mazumamobile.com.au and we’ll be able to assist you.

Will I receive a GST invoice?

We don’t provide you with a physical invoice, but if you require this, please contact our customer service team on 1300 45 77 66 or shop@mazumamobile.com.au and they’ll be able to assist you.

 

RETURNS

What is your returns process?

We have a 30 day change of mind returns policy so if you change your mind or don’t like the item, just let us know. If for some reason your item develops a fault in the warranty period, you can also return your item for a replacement or refund.

If you wish to return your item, please contact our customer service team on 1300 45 77 66 or shop@mazumamobile.com.au and they’ll be able to open a return case for you.

How do I return my item?

Please contact our customer service team on 1300 45 77 66 or shop@mazumamobile.com.au and they’ll be able to assist you.

How long does it take to receive a refund or replacement?

Once a return case has been opened and your item has been received back, we aim to process your refund or send a replacement on the same day. Please allow 5 working days for refunds to clear into your account.

Will I have to pay the postage when returning an item?

If you receive an item that’s faulty, we’ll cover the cost of the return postage. For everything else, you’ll need to pay the return postage. We recommend using a tracked service for this.

 

PAYMENT

What payment options do you offer?

We accept payment through Paypal. You can pay using a credit or debit card.

 

WARRANTY

What warranty do you offer?

We offer a 90 day warranty on all our devices.

What does your warranty cover?

The warranty covers hardware faults that aren’t caused by damage or misuse by the user. The warranty does not cover: software, water damage, accidental damage, broken or smashed LCD, pixel loss. Accessories provided with a mobile phone or tablet purchase are not covered by the warranty.

When does my warranty start?

The warranty period starts from the date that the item is delivered by Australia Post.

What do I do if my item develops a fault within the warranty period?

In the unfortunate event that your item develops a fault within the warranty period, please contact our customer service team on 1300 45 77 66 or shop@mazumamobile.com.au and they will be able to open a return case for you and arrange for your product to be repaired, replaced or refunded.

 

PRODUCTS

What do the different conditions mean?

We offer 4 different conditions on our website. You can see the different conditions below:

  • Like New - A product in new condition which looks like its never been used.
  • Excellent - These devices are in excellent condition and have very little signs of use. They may have very small light scratches or marks on the screen and/or body.
  • Great - These devices are in a very good condition and show light signs of use. They are likely to have light scratches and marks on the screen and/or body.
  • Good - These devices are fully functional devices with moderate signs of use. They are likely to have noticeable scratches and marks on the screen and/or body but won’t have any chips or dents.
Will the product come with accessories?

All mobile phones and tablets will come standard with the following accessories:

  • USB charging cable
  • Charger
  • SIM Tool
Will your products work with my network?

Most devices are unlocked and will work on any Australian network.

 

GENERAL

What communication will I receive from you?

You will receive the following emails from us to keep you up to date:

  • Order confirmation email – This will give you a summary of what you ordered and an order reference number
  • Dispatch email – This is to confirm that we have picked, packed and dispatched your item and this will be with you soon.