FAQs

International delivery is available to selected destinations. Available delivery options and rates are shown at checkout.

Orders are usually processed and shipped from Hong Kong within one business day after payment and any required verification are completed. Orders placed on weekends or public holidays are processed on the next business day. Dispatch time is separate from transit time.

See our Shipping Policy for supported delivery destinations. Standard shipping is free. Expedited shipping is available at the listed additional charge. Times are estimated business days after dispatch; final delivery options and charges are confirmed at checkout for your address and products. Estimates are not guaranteed and may be affected by carriers, customs, weather or public holidays.

Yes. Once your order has been shipped, we will send a dispatch confirmation email with tracking information where tracking is available.

If you need to change your delivery address, contact us as soon as possible at support@reloopo.com with your order number. We can only make changes before the order has been shipped and after any required security checks.

Some device orders, especially high-value products such as phones, tablets, computers and smartwatches, may require a physical delivery address and signature. PO Boxes, parcel lockers, forwarding addresses or temporary accommodation may not be accepted for certain orders.

For deliveries to the United States, Hong Kong, the United Kingdom, Germany, France, Spain, Italy, the Netherlands, Belgium, Ireland, Saudi Arabia, the United Arab Emirates, Israel, Austria, Portugal, Switzerland, Poland, Denmark and the Czech Republic, displayed product prices include applicable taxes (including VAT where applicable) and import duties. No additional payment for these taxes or duties is required at checkout or on delivery.

For deliveries to Japan, displayed product prices exclude tax. A 10% tax is added at checkout. Review the itemised charges and final order total before payment.

For Australia, Canada, New Zealand and Singapore, applicable import duties and taxes are calculated according to your delivery address and products, displayed separately and collected at checkout. They are not included in the displayed product price. Review the final total before payment. Reloopo arranges Delivered Duty Paid (DDP) shipping to these four destinations and pays the import charges and customs-clearance fees to the carrier, so you should not be asked to pay them again on delivery.

For other supported destinations, review the final order total and any charges shown at checkout before payment. The destination-specific arrangements in this Shipping Policy apply.

If a carrier requests an unexpected payment for customs duties, import taxes or clearance fees, contact support@reloopo.com with your order number and a copy of the request before paying so we can check it with the carrier.

Free shipping refers only to the delivery charge. Import charges follow the destination-specific arrangements above.

Products containing lithium-ion batteries may be subject to additional carrier or destination restrictions. Available delivery services are shown at checkout.

Reloopo primarily sells pre-owned, renewed or refurbished electronic devices and accessories. Unless a listing clearly says otherwise, products may have had a previous owner and may show cosmetic signs of use that match the advertised condition grade.

Eligible devices are checked for key functions before sale. Product listings aim to describe important details such as model, storage, colour, cosmetic condition, network or connectivity type, included accessories, battery information where applicable and warranty coverage.

Acceptable means visible cosmetic wear, Good means light wear and Excellent means minimal wear. Devices are checked for essential functionality in every grade. Current iPhone and iPad listings also specify grade-dependent minimum battery-health requirements and any product-specific exceptions. Product photographs show the model and colour; cosmetic marks vary between individual devices.

Pre-owned devices may not include original manufacturer packaging or every accessory supplied with a brand-new device. The product page or order details will show what is included. Compatible third-party accessories may be supplied where clearly stated.

Unless the product page states otherwise, minimum battery health is 80% for Acceptable, 90% for Good and 95% for Excellent. These are minimum guarantees, not fixed ranges or a promise of a new battery. Check the selected product page for battery type and any exceptions. An original Apple battery does not necessarily mean a new battery or 100% health. Rechargeable batteries naturally lose capacity over time; normal ageing is not a fault unless it fails an explicit product-page guarantee.

Please check the individual product page for network or connectivity details before ordering. If you are unsure whether a device is suitable for your SIM, network or eSIM needs, contact us before placing your order.

Eligible products purchased directly from Reloopo may be returned free of charge within 30 calendar days of receiving your order. To start a return, email support@reloopo.com with your name, order number, product details and delivery address.

Yes. Please do not send products back without prior approval. Once your return is approved, we will provide a prepaid return label, arrange collection or authorise another return method.

Back up your data, remove SIM and memory cards, sign out of Apple ID, Google, Samsung and other linked accounts, disable Find My iPhone or Find My Device, remove passwords and activation locks, and factory-reset the device where instructed. Locked devices cannot be processed until the lock is removed.

Contact support@reloopo.com as soon as possible with your order number, a description of the issue and photographs or video where possible. We recommend reporting delivery or product issues within five business days of delivery, although this does not affect your statutory rights.

After we receive your return, we aim to complete inspection and authorise an approved refund within five business days. Refunds are issued to the original payment method. Your bank or payment provider may take an additional 3-10 business days to credit the funds.

Eligible refurbished devices purchased directly from Reloopo include a 12-month limited warranty, unless a different warranty period is stated on the product page or order confirmation. The warranty is provided by Reloopo as the retailer; it is not an Apple manufacturer warranty. This warranty is in addition to your statutory consumer rights.

The warranty does not generally cover accidental damage, cracked screens, liquid damage, loss or theft, normal cosmetic wear, normal battery degradation, misuse, incompatible accessories, software issues, data loss, unauthorised repair or altered IMEI or serial numbers.

Email support@reloopo.com with your full name, order number, product model, IMEI or serial number, a detailed description of the fault, and photos or video where possible. Do not send the product back until we have authorised the return and provided instructions.

For orders, delivery, returns, refunds, warranty claims or product questions, email support@reloopo.com. Please include your order number whenever your enquiry relates to an existing order.

You can review our full Shipping Policy, Return and Refund Policy, Warranty Policy, Privacy Policy and Terms of Service.