Who are we?
We are an eCommerce Company that deals in Mobile Phones, Consumer Electronics and Accessories, Household goods and many more. We have over 16 years of experience in the Consumer Electronics industry, with over 12 years of trading online.
We strive to offer the best prices and good service to provide a smooth Internet ordering experience; we have a great understanding of what the consumer wants, so we cater for their needs by giving those great brands very competitive prices and fast delivery.
How can I contact you?
Our Helpline number is: 0208 0990 712
Our Fax number is: 0203 3931 705
The best method to contact us is using the contact us page. We aim to reply to all queries within 24 hours - excluding weekends & bank holidays.
Existing customers awaiting orders are given priority. Please login in and contact us via the customer control panel, which can be found at https://www.marinamall.co.uk/customer/account/login/
Are you VAT and Company Registered?
We are a UK-based VAT-registered company.
Our VAT number is: GB 903978007
The company Registration number for Misha trading Limited is 05958507
Telephone opening hours
Helpline Telephone: 0208 0990 712
We are open for calls between the following times:
Mon : 10.00am - 6.00pm
Tues: 10.00am - 6.00pm
Weds:10.00am - 6.00pm
Thurs:10.00am - 6.00pm
Fri : 10.00am - 6.00pm
Sat: Closed
Sun: Closed
If we are all on the Phone helping other customers, please leave a message on our answer machine. Remember to leave your name, number & order number if you have one. We will call you back as soon as possible.
Please note that you can order online 24 hours a day, seven days a week. Also, you can advise us of a return or request support anytime via https://www.marinamall.co.uk/customer/account/login/.
You can send a ticket via the customer control panel. Please allow 48 working hours for a reply. If your query is urgent, it is advisable to call us.
How do I know my transaction is secure?
All order processing takes place over a secure server. We have integrated amazon checkout as they are the fastest and safest way to order online. We want our customers to feel confident when placing their orders.
All payments/card processing systems and procedures are to industry guidelines and standards.
We do not save payment details in the customer control panel, and you will need to re-enter payment details each time you order.
How are my details treated?
We do not sell or pass on any information about our customers. All details are kept encrypted and secure.
We are registered with the U.K. Information Commissioner, and our procedures comply fully with the Data Protection Act.
Rest assured that your email address will be safe from email spammers/marketing companies by ordering with us. We do not transfer customer information between our other businesses for marketing purposes.
How do you deal with Fraud?
We take Fraud very seriously. We have invested considerably in the latest fraud detection and prevention software. All orders are automatically searched against the electoral register and company staff lists where applicable. Our fraud detection means that our security checking is highly sensitive. In some cases, it will not authorize payments if there is any discrepancy between the details provided by the customer & the information that is held against a credit or debit card. We will not process any orders that do not entirely pass all checks against it. Possible fraudulent orders are checked against a known risk list maintained by Safe Site.
We reserve the right to cancel/refuse the sale of any goods without prior warning or reason.
Fraudulent orders are passed to the relevant authorities. Where we feel it's appropriate, we will pursue fraud cases privately.
We request that a landline number be provided, and in some cases, we will call you on the landline number provided. If a landline telephone number cannot be provided, we may cancel the order.
Consumer Electronics/Mobile Phones / Accessory Returns Policy
All of our phones/gadgets and consumer electronics are brand new and come with a standard 12 months manufacturer's warranty (unless stated Grade A, which means that the device is refurbished).
1.* We offer a 30-day return policy for pay-as-you-go phones and accessories and a 14-day return for Smart Phones worth over £150 from the delivery date.
- We do not accept returns outside the 30 days for Sim free handsets and 14 days for Smart Phones from the date of Delivery, even if we have tried to deliver the goods and you have not received them unless returning for a warranty repair which is within 28 days of purchase.
- Please visit your local service centre (repair centre) or respective websites for warranty repairs for branded products, i.e. Nokia, Samsung, Sony Ericsson, LG, Motorola, Sagem etc., or the goods can be returned to Marina Mall for a fault repair (This can take up to 5 weeks – maximum time)
- If returning within the 14/7 day policy, you are responsible for returning the items in brand new and unused condition. The item must be in an "As new condition", complete with all components and packaging & screen protected - intact must also be included.
Please contact us if the item is faulty on 0208 0990 712 or email info@marinamall.co.uk.
Returned products not faulty or incorrectly sent will not have refunded the cost of return carriage.
Marina Mall Returns Instructions
Please return the item to:
Misha Trading Limited
Unit 614E
Green Lane
Ilford
Essex
IG3 9SQ
Please also include your order number and write on it 'please refund or replacement' and the reason for returning.
All returned items are sent at your own risk. It is advisable to ship with a trackable service and, if necessary, insurance for loss or damage in transit. Technomobiles cannot be held responsible for returning items lost in the post.
Goods are refunded within 30 days.
How long does it take for you to refund my card?
Refunds. Goods are refunded within 30 days of cancellation
You will receive a refund confirmation email when this has been done.
I would like to cancel my order.
If you have placed your order and wish to cancel, please let us know by sending us a message from the customer control panel, or the quickest way is to telephone our office on 0208 0990 712. Please leave a message with your name, contact number & order number & that you wish to cancel your order.
Please note that there is a status lag between the processing and dispatched status; therefore, we might not be able to stop a parcel from going out even if you let us know you wish to cancel an order whose position is not marked as dispatched.
If the order has been dispatched, you must return it to the following address with your dispatch note' please cancel'.
Misha Trading Limited
Unit 614E
Green Lane
Ilford
Essex
IG3 9SQ
If the order has not been dispatched, we can stop it from going out and cancel your order. We will process your refund automatically.
Monies are refunded back to the purchasing Credit or Debit card.
Phone Return Policy
ANY ERRORS, MISSING ITEMS OR PROBLEMS WITH YOUR ORDER, YOU MUST INFORM US WITHIN 3 DAYS OF RECEIPT OF THE DELIVERY.
- * We offer a seven-day returns policy on Smartphones & Cameras only and fourteen days on prepay handsets, accessories and other consumer electronics.
- Refunds will be in full if goods are cancelled within fourteen days or seven days for Smartphones.
- Please ensure that all returns are securely wrapped and packaged.
- We recommend using a posting method that provides proof of Delivery and can compensate for lost or damaged goods for higher-value items.
- We cannot be held responsible for any units that have been damaged in transit.
- Goods found to be tampered with by the customer will not be replaced but will be returned at the customer's expense.
- Used earpieces and Bluetooth headsets will not be accepted due to hygiene reasons.
- Goods outside the 14-day period for prepay handsets and seven days for Smart Phones and Cameras are covered by a full 12 months manufacturer's warranty; all goods returned after the 14/7 days will be sent for repair under the terms of the warranty. This may take up to 5 weeks (Maximum time scale).
- Replacement or alternative items will be processed as promptly as possible, but please be aware that it may take up to 9 working days to issue the item. If an item is out of stock, it will become a priority back order to be shipped once stock is available.
- Refunds by credit card are made to the same credit card that was used for the original purchase. Please be aware that it may take up to 14 days for your card to be refunded.
Our returns address:
Misha Trading LimitedUnit 614E
Green Lane
Ilford
Essex
IG3 9SQ
Manufacturer's Warranty
- Outside of the seven days for Smart Phones and Cameras and 14 days return period for prepay handsets, all returned phones will only be accepted for faulty repair, and a complete detailed list of the fault with the handset is enclosed. Cancellation of orders is not possible outside the first seven days for Smart Phones and Cameras and 14 days for prepay handsets and consumer electronics from the date of receipt.
- Please note that faulty phones outside the 7/14 day policy may be returned to Manufacturers directly for a repair; see links below; please note when returning to a manufacturer, proof of purchase will be required.3. Please see the manufacturer's website for more information.
Nokia: www.nokia.co.uk/A4222229 (Freepost service exists)
Samsung: www.samsungmobile.com 0870 7267 864
Motorola: www.motorola.com/uk 0870 9010 555
Sony Ericsson: www.sonymobile.com/global-en/ 08705 237 237
*Intention to return goods MUST be communicated to Technomobiles via our email system. Intention to return must be communicated within the first seven days of receiving the goods. Return postage will not be refunded unless the goods received were incorrect or faulty. Goods under this 7-day policy must be returned in full, i.e. packaging, accessories, handset, literature, Sim Card, and the gift (if applicable). Any sim card supplied must be returned with the full value credit still on it (Unless no credit was supplied with your sim card). The customer must take reasonable care of products while in their possession when returning under the 7-day policy. Goods returned and NOT received back by Technomobiles cannot be refunded; we, therefore, recommend returning goods with a signed for service. Return postage will not be refunded under the 14-day policy unless goods being returned under the 14-day policy are faulty or incorrectly sent. For purposes of the above information, 7/14 will be taken to mean a 7-day return for monthly pay handsets, and 14 will be taken to mean a 14-day return for prepay handsets.
Phone Return Conditions
All returns should be in new condition with the screen and keypad protective film intact (where applicable).
The handset must be returned packaged in the original undamaged box, including the box inner and the phone accessories and literature that came with the Phone.
All photos, contacts and any other personal information be deleted off phones before returning them for refund/exchange.
Your return will be rendered void, and we will be unable to cancel your order if:
Changes to manufacturers' settings have been made.
Deleting pre-installed manufacturers' content such as games
Evidence of the Phone being opened or attempts to tamper with fixing screws/clips.
We do not pay for return carriage costs.
Faulty Phone
All our phones are covered by a 12 month manufacturer's warranty.
Nokia
0870 0555777
Nokia.co.uk
http://www.nokia.com/gb-en/support/contact/
Samsung
01932 454358
Samsungmobile.co.uk
LG
01480 482896
lge.co.uk
Sony
08705 237 237
sonymobile.com
Motorola
0870 9010 555
hellomoto.co.uk
Blackberry
http://uk.blackberry.com/contact/
HTC
08458900079 (Mon-Fri 8.00-18.00, Sat 9.00-12.00)
or HTC Global Warranty 01279206906
FAULTY HANDSET RETURNING FOR REPAIR
Package your PhonePhone securely and send it to Misha Trading Ltd, Unit 614E Green Lane Ilford Essex IG3 9SQ
All phones deemed user damage by the service centre will be subject to a £10.00 charge plus £5.95 return postage if required.
Please note: Customers should make backup copies of all important content and data stored on their handset. For security reasons, any sim cards or memory cards received will be destroyed upon receipt.
What credit/debit cards do you accept?
We accept all major Credit and debit cards, including Mastercard, Visa, Visa Debit (Delta), Switch & Maestro, Visa Electron, and American Express Cards.
We currently accept payments via Shopify, Elavon and Paypal checkout. This is the most secure and safe way of making an online transaction.
PLEASE NOTE: If the address is unconfirmed, your order will be held for three working days for protection against Fraud.
How do I pay by cheque/ postal order?
To order by cheque for prepay/sim-free handsets accessories and other consumer electronics, please add the items to the cart and print the cart page and post with payment to:
Made payable to Misha Trading Limited.
Misha Trading Limited, Unit 614E Green Lane Ilford, Essex IG3 9SQ
Please remember to include your full name and address.
How do I pay by bank transfer?
We currently do not accept bank transfer payments for customers.
Making A Contract with us
When you place an order with us, you are offering to buy goods. We will email you to confirm that we have received your order.
Once we have checked the price and availability of the goods, we will then process your order.
In the unlikely event that the goods are no longer available, that we have made a pricing mistake, or the goods are not in adequate quality to sell, we will advise you of this.
How long does it take for my product to arrive?
If the item is in stock and ordered before 3.30 pm (Mon-Fri), we aim to dispatch the same day. If not, then it will be dispatched the following day. Delivery should take up to 5 working days with Royal Mail. Expedited Delivery should take 24 working hours from the date of dispatch. We use Royal Mail 48 hours Tracked, 24 hours Tracked and Guaranteed next day special delivery services for these deliveries. Please note that specific addresses may take longer due to accessibility. If you have any queries, please call our Customer Services Team on 0208 0990 712.
We will contact you with an Expected Time of Arrival if the item is not in stock. You can then decide whether you wish to continue or cancel the order
Delivery guidelines for items in stock:
U.K. Delivery within five working days. It can be longer at times.
Please see Royal Mail's website for their policies for lost in the post. http://www.royalmail.com/portal/rm/content2?catId=69800733&mediaId=80300735
PLEASE NOTE: If the address is unconfirmed, we may not be able to proceed with your order. In this case, we will cancel your order. You will need to confirm your address before placing another order.
How much does Delivery cost?
Marina Mall offers very competitive delivery rates on all the products.
We use Royal Mail for most of the deliveries.
Please note we only deliver PAYG handsets to U.K.addresses; however, all other products can be delivered within Europe, providing European Delivery is selected at the point of checkout.
How can I track my goods?
Where applicable, a tracking number is provided in the customer control panel - however, we cannot always provide tracking numbers.
Has my order been dispatched?
The moment an order is printed, the status changes to processing. Once prepared and ready for dispatch, the status is updated to dispatched, and a confirmation email is sent.
What is the latest time I can order for same-day dispatch?
To ensure swift dispatch, please place your order online by 3 pm Monday - Friday.
Orders placed on Friday after 3 pm or Saturday and Sunday orders will be processed on the next working day on Monday. Please note that we do not work on Bank Holidays; orders placed on these days will be processed on the next working day.
If you require your order to be dispatched on the same day that you placed it, it is advisable to call us to ensure that the item is in stock & that there will be no problems with your order leaving us that day. Our number is 0208 0990 712 Monday to Friday 10.00 to 18.00. If we are on the PhonePhone, please leave a message on our answer phone with your name & number & that you require your dispatch to be urgent. We will call you back to confirm if this is possible, depending on the time of day which you call.
The average order takes just under a minute to complete online. There is no need to register. Just add the product to your basket, and away you go. (Provided you already registered with amazon).
Did you know?
- Existing customers can place orders online in usually less than 40 secs.
- New customers can place an order in under 60 secs.
Its been more than 15 days delay, are my goods lost?
Should your item still have not turned up after 15 working days of your dispatch notification, please contact us immediately or drop an email with your order I.D.& contact us immediately or drop an email with your order I.D
This form must be completed in full and returned by either fax, email or mail within ten days. Once the form is received, your refund or replacement item can be sent out.
Has my order been dispatched?
You can check the order status on https://www.marinamall.co.uk/customer/account/login/ or log in to your account. Please take into account that:- an order placed on Friday evening would not be processed until Monday; Royal Mail do not deliver on weekends in some areas.
Can I have a different delivery address?
If you wish to have prepay or sim-free handsets or accessory orders to be delivered to a different address, this process can only be done at the time of placing your order. It is impossible to amend the address after successfully placing your order. If you are paying with your credit or debit card, when you are at the checkout & have filled in your name & address to where your card is registered, there is the option to have an alternative delivery address by ticking the check box. This will direct you to another page where the alternative address can be inputted. (Provided Shopify allows you to change the delivery address as a different address than your billing address), you need to manually insert this address in your Shopify account & then select it when prompted. The same applies if you choose an old address. We cannot amend the address for you. If your order has yet to be dispatched, we may be able to cancel it for you if dispatch has not been done in the warehouse. The order would then be cancelled & refunded back to you. It is in your security interests to ensure that the address details are up to date in your amazon account at all times, as they are linked with your financial data.
If you are purchasing a Smart Phone or Camera worth over £150, it is impossible to deliver to any address other than where your card is registered.
Please note that additional security checks might delay your order.
Delivery outside the U.K./ No VAT
We usually deliver within the U.K.with a standard rate of VAT on any purchases. However, a destination outside the U.K is subject to the destination country's TAXES (VAT). TAX (VAT) will not be removed in the checkout process.
European Union (E.U. Business-to-Business) customers are entitled to a TAX (VAT)refund from their Country's Tax authorities subject to the terms and conditions.
Why do I need an account?
The customer account system helps you keep track of all your orders and makes it easier for you to leave reviews, ask for support or track your order.
We do not sell any information; however, we may share your information with some groups of companies for marketing research reasons; neither do we store your card details due to security reasons.
How do I change my address?
Please log in to the customer account detail via https://www.marinamall.co.uk/customer/account/login/ and click Edit Details.
Please note that if you wish to edit the address for a recently placed and not dispatched order, please contact us on 0208 0990 712. The edit details page will not update new order address details for security reasons.
How will my information be used?
When you place an order with Marina Mall, you agree to collect information about you for us to process your order; the information we need will depend on what you have ordered. Marina Mall will hold all relevant information regarding your order on file. We might have to share your information with other 3rd party companies such as credit reference agencies and fraud prevention agencies to enable us to process your order. We do not sell your personal information to any other agencies; we may pass on your customer information to some other group of companies for marketing purposes and contact you by PhonePhone, email or text. Please note that we can retain any data you provide on this website, even if you do not complete your transaction by clicking the submit button. Such data and contact details will be used only to contact you to inquire about the reason for not completing the order or promote our other products. You agree to the above information you have supplied being shared with the above agencies and for your personal information to be held by Technomobiles and its parent company Misha Trading Limited.
How do I delete /cancel my account?
We cannot delete accounts as records have to be kept for VAT and accounting purposes. However, we will make accounts inactive.
You can select 'No' if you do not wish to receive marketing emails from us. If you want to unsubscribe from our email marketing, please follow the link on the email to unsubscribe.
How do I change my password?
To change your password, please login into https://www.marinamall.co.uk/customer/account/login/
Under edit details, you can update your password.
If you have forgotten your password, you will need to set up another account as the passwords are not stored or can be reset.
How do I add items to the cart and order?
Using our cart is simple. Find the product you are looking to buy and click the (Add to cart) button. Simple!
All you need to do is click the checkout and enter your details. You may need to create your login if these have not already been set up. It is a straightforward and safe, and secure ordering system.
What if I am unable to use the cart?
You can order by cheque for prepay/sim-free handsets and accessories. Our cart should work for everyone. If not, please tell us! Call 0208 0990 712 and report this to us as soon as possible.
Do I need cookies?
Yes. Our cart system will only work on computers that have cookies enabled. Cookies enable your computer to remember the items you have added to the cart. They do not store anything else, and we do not use them for tracking.
Invoice
You can download your invoice from https://www.marinamall.co.uk/customer/account/login/. Please email us your order number; we can then email you a copy. Please note: If you have purchased from us via a third party (Drop shipper)or any affiliate website, this facility will not be available for you to download.
Vouchers and promotional discount T's and C's
From time to time, Marina Mall may be running promotional campaigns using Voucher, promotional or discount codes.
- · Voucher codes, discount codes or promotional codes need to be used when ordering. The code is entered onto the checkout page and applied to your order. PLEASE NOTE: Once you have entered your code click the apply button, failure to do so will result in no discount on your order.
- · Voucher codes cannot be used after an order has been put through.
- · No cash alternative is given.
- · Discount price includes VAT.
- · Discount codes should be used before the expiry date.
- · Only two handsets per customer/household in six months apply in all cases.
- · Only one voucher/claim per order.
- · Marina Mall.co.uk reserves the right to withdraw any offer without notice.
What's in the box?
All our phones and Gadgets come with Manual, Mains Charger & Battery.
In addition, all Prepay phones / Pay As You Go come with a registered Pay as you go sim card ready for instant use. Sometimes you will need to top up the Phone if purchased with Credit. Instructions on how to do this will be in the documentation.
Do I need to purchase the top-up/voucher?
The top-up is a compulsory purchase for some PAYG handsets. This is a prerequisite by the networks.
The sim card will not be registered. When you receive it, you will need to register the sim card & then follow the instructions on the Voucher to apply the top-up.
Can I use my sim card?
Most of our Pre Pay Phones are locked to their respective networks & come with a sim card.
Technically, your existing sim will work with the same network prepay and Sim Free handsets. (i.e. existing Orange sim in an Orange Pre-Pay)
However, we do have a great range of discounted Sim Free & unlocked Mobiles at www.marinamall.co.uk
Can I transfer the Credit to an existing sim?
The Credit will need to be applied to the new sim card with the handset. You will receive a Voucher style instructions in your box. Follow these instructions to get the top-up applied. Please note: the top-up can only be applied to the handset & sim card provided. The Credit is not transferable.
Are your phones unlocked?
Most of our Pre Pay Phones are unlocked.
This means the handset will work with all major service providers, same as you purchase a SIM-free or unlocked mobile that will be unlocked and ready to use with any Sim Card except 3 Network, which is not compatible with most of the low-end handsets.
Do you supply Trade or drop ship?
Apologies, we do not drop-ship; we cannot supply more than 2 PAYG phones per customer per address in 6 months period (All other products are free from the above condition and can be ordered in any quantity available on the site). We also supply Trade and wholesale; don't hesitate to contact us for more details.
How do I claim my Free Gifts or Cash Back?
Claiming your gift has been made very easy. Send your gift claim certificate with proof of address (This would be a utility bill dated within the last three months). Bills and bank statements must show the same address to which the handset was delivered. Please ensure you take copies of these bills as we will be unable to return them to you. Also, send your gift claim certificate (which will be in the package we send out to you with your handset) back, signed and dated. All gift claims will be actioned within seven days. No gift claims will be accepted any later than the 90th day from the connection date. Any claims received after this date will be classed as void.
All Upfront Cashback claims will be paid by cheque and made payable to the customer within 14 days of receiving the returned Voucher and a utility bill, and the first month's mobile phone bill; all details supplied to us when first making your purchase must match the proofs being supplied. This offer is non-transferable. All gifts are offered subject to availability at the time of the claim. If a gift is unavailable, marinamall.co.uk reserve the right to substitute for an equivalent or better. (Dell Laptop may replace, e.g. Sony Laptop with identical features)
All gifts are offered with a full 12 months manufacturing warranty, and the customer must register the contract with the manufacturer.
Please note that gift images are for illustration only, and colour may vary on the actual product received (e.g. Xbox 360, either black or White)
All claims are subject to the above terms and conditions. Any claims that do not conform to the above T & Cs will be considered void.
