Frequently asked Questions

Got a Question?

You will find below some of our Frequently Asked Questions that may help you when working out the first and right step.

If you have any queries that are not on this list, please do not hesitate to contact us and let us know. We will then add it to the list and you may even be helping some others who also have come across the same question.


What payment methods do you accept?

We accept the following methods of payment – Mastercard, Visa, Visa Debit and PayPal.

When will I be charged?

Payment is charged immediately after security checks from your bank issuer and Captiva have been authorized.

How do I know my order has been placed successfully?

We will send you an acknowledgement email on successful completion of an order on the site. This email will detail the order that you have placed and will give you an order reference number. We would advise you to keep this email safely as you will need your order reference number for any further queries which you may have. Failure to provide us with an order reference number on request will result in a delay with your enquiry. Once your order has been accepted and dispatched to you we will send you a confirmation email.

I did not receive a confirmation email

Please contact us if you do not receive an acknowledgement email and we will make sure it is not a problem with our system. Acknowledgement emails are generated and sent automatically once an order has been successfully completed. You may need to check your mailbox as it may be treating our emails as spam or junk mail and you should check your spam or junk mail folders to make sure they have not gone directly to this location. You may also need to ensure that all of the details entered are correct, please pay particular attention to your payment card details, email address and delivery addresses.

The item/size I ordered is out of stock. Why was it on the website?

All items are subject to availability. Generally, if an item is showing on our website then it is available to order. However, during busy periods we may be in a position where we cannot supply an item or there may be an unexpected delay in despatch. Our system does not record individual size quantities, if you order several items in the same size you may experience a slight delay. If this is the case, we will let you know as soon as possible and will offer to substitute the item for another item of similar style/colour/ size or we will offer a refund.

How long will my order take to be processed?

We endeavour to process orders as quickly as possible as we know how exciting it is to get your order promptly, however please allow 24 – 72 working hours as a guide.


How long will it take to repair my device?

This comes down to a few factors. How much damage the device has undergone and whether or not the parts are common enough. General repairs including speakers, microphones, screen/touch replacements and charging modules can be done within 30 minutes to an hour. However devices with more severe damage including water damage and cracked motherboards can take anywhere from 3 days up to 1 week depending on stock availability. Best thing to do is give us a call and explain to us what your device is doing. From their we should be able to give you some idea of a suitable timeframe in order to fix your device.

My device is not listed but needs to be repaired, can you do this?

Our technicians are highly experienced in all areas of electronics. Chances are we can fix your device even if it is not a particular device that we specialise in. Best thing to do is to give us a call at the shop and brief one of our technicians on the problem and if we think we can fix it up for you, bring it down and we will be more than happy to take a look.

What happens if you find more work needs to be done on my device?

We will halt proceedings on the repair until we have spoken with you in regards to what extra work needs to be carried out and a rough estimate of extra costs that may be incurred. After confirmation from you we will continue the repair job on your device. If you no longer wish to have your device repairs, we will return the device to the state it arrived in and make it available for pickup.

Do I need to pay a deposit for my repair?

No. All of our repair work is Pay-On-Pickup. There is no up front payments or hidden costs and we do not take any money from you until your device is fully functional again and ready for pickup.

What if my device is not repairable?

We charge a $30 diagnostic fee. This will be held if your device is not repairable. If we can repair your device you do not need to pay this fee.

Do you stock parts for Most devices?

Yes, we stock all Apple parts for iPhone 3gs and above and most parts for other reputable device manufacturers. If we do not stock the specific part you require we will notify you of the timeframe needed to source the part and repair it.

How can I increase my iPhone's battery charge?

iOS have introduced a feature that is suppose to help you load your recent applications faster. This means that when you are in an application and you hit the home button, the application is still open in the background so that next time you open that app it will already be on the same screen you “closed” it in. Shutting down your applications correctly will drastically improve your battery charge.

Application Shutdown Procedure

  1. Click the home button to be taken to the home screen.
  2. Double click the home button and a bar of your currently open apps will appear at the bottom of your screen.
  3. Touch & Hold one of the apps and a small red “x” will appear in the top right hand corner of that app icon.
  4. Touch that red “x” and the app will no be shutdown correctly.
  5. Repeat step 4 for all the remaining applications that are currently open.
  6. Click the home button once to go back to the home screen.

If you can get into a habit of shutting down your applications correctly, your battery charge will last longer for you.

What if my phone has Water Damage?

Water Damage is a scary thing to think about. It can sometimes be quite severe that it will render a phone unusable. However, most times we can get your phone back into working order for you. If your smartphone has had come in contact with water or liquid of any kind, follow the steps below and get your device to us ASAP.

Water Damage Steps

  1. Obviously, Remove your device from the water…
  2. Switch your device off immediately. Longer period of immersion can cause more severe damage.
  3. Remove the battery (if your device is not a sealed unit)
  4. Try to soak up as much liquid as possible with paper towels or soft cloths.
  5. Remove your SIM Card. These will generally survive regardless however it is still good practice.
  6. Remove Ear-Phones (if present), Memory Cards, Cases & Accessories.
  7. Transport your device immediately to the professionals at iFixit Mobiles as this is your best chance of saving your device and better yet, your data!