Frequently Asked Questions

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Webstore, Delivery & Returns

How much will delivery cost?

Next working day delivery applies to orders placed before 3pm, orders placed after 3pm will arrive the following working day.

For orders with a total cost below £500 (inc. VAT), you get FREE 2 wokring day delivery as standard. To secure next working day delivery the cost is £6.95, next working day before 12 noon is £15.00 and Saturday delivery is £20.00.

For orders £500 and above (inc. VAT), next working day delivery is FREE or you can upgrade to next working day delivery before 12 noon for £15.00 or Saturday delivery for £20.00.

Where an item must be built to meet the specification of your order (such as a custom configuration on a Mac) lead times may vary. Whilst delivery is typically 10-14 days for customised devices, please allow a maximum of 28-days for delivery.

When will my order be dispatched?

We will try to make sure that orders placed before 3pm Monday to Friday (excluding public holidays) will be sent on a next business day service for items that are in stock.

Delivery is not available on public holidays.

Where an item must be built to meet the specification of your order (such as a custom configuration on a Mac) lead times may vary. Whilst delivery is typically 10-14 days for customised devices, please allow a maximum of 28-days for delivery.

Do I have to be there to sign for delivery?

Yes. All deliveries, other than delivery to store, require a signature to confirm your order is delivered and received correctly.

Do you deliver to my postcode?

We deliver to addresses in the UK. Products will not be delivered to any address outside the mainland United Kingdom, Northern Ireland or the Isle of Man.

Orders and deliveries will not be possible for residents in the Channel Islands or the Isle of Wight.

Can I change the delivery address after I’ve placed an order?

Unfortunately, we’re unable to change your delivery address to a different one after an order is placed.

How can I track my order?

You can track the status of your order via the link within your order confirmation email. Upon dispatch, you will get an email with details of an estimated delivery time and tracking information.

We will let you know if there is an unexpected delay to your delivery.

What should I do if my delivery is damaged?

If the package has arrived damaged you should sign the receipt to say the item has been damaged and refuse the delivery – in which case the item is returned to us and we will contact you to arrange a replacement or refund.

What should I do if an item is missing from the delivery?

We will include a delivery note with the package that details all the items you should expect. If an item is missing from the box you must notify us within 2 working days of receiving the goods. One of our customer services team will then advise of the best resolution.

How do I cancel my order / return a product?

If you’re not happy with your product or simply change your mind, you must provide us with notice of cancellation within 14-days of delivery. You can notify us by emailing hello@sync-store.co.uk. Once you notify us of your intent to return, simply return the product with the original receipt, in its original and sealed packaging, along with its included accessories to us. Once you have informed us of your intention to return an item/items from your order, you have a further 14 days to return the item/items to us. Sync is not obliged to refund your purchase until the goods have been received into our warehouse and checked.

When you return the goods, please use a tracked delivery service and make sure you have appropriate insurance cover, as we will be unable to refund missing items or items that have been damaged in transit. Return carriage charges are not covered by Sync. Our 14-day cancellation policy also applies to any additional unused services you may have ordered.

We will contact you upon receipt of the returned items to arrange the refund. If you paid for carriage during the ordering process, we will refund your carriage cost at the base value of £6.95 only, regardless of whether or not you paid an additional amount for expedited, special, or scheduled deliveries.

Your refund will be made within 14-days after the item has been received.

Please note that you may not return the following, except in case of defect or lack of conformity:

  • Any device that has been removed from its original packaging
  • Devices that have been personalised (such as engraved)
  • Devices that have been purpose built / tailor-made (such as a Mac with a custom configuration – e.g. additional RAM)
  • Software licenses and/or electronic software downloads
  • Software products that have had their seal broken
  • Services that have been used (such as setup, migration, and configuration services that may have been purchased and carried out whilst purchasing your new Mac)
  • In-ear headphones that have had their seal broken

Please do not deface the retail packaging of the product as this may affect the resale value of the product and the value of your refund.

Please note: these are consumer rights only and do not apply to businesses or education purchases.

What should I do if my product is faulty?

As a consumer, you have legal rights in relation to products that are faulty or not as expected. We’re under a legal duty to supply products that meet the requirements to be of satisfactory quality, fit for purpose and as expected. We’ll offer resolutions according to the timelines outlined by the Consumer Rights Act 2015. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

Nothing in these terms will affect your legal rights. If you have received a product that is faulty, you must notify us by email hello@sync-store.co.uk straight away. We will then arrange the best way to return the product and inspect it.

If there is a problem with your product during the warranty period then please email hello@sync-store.co.uk to tell us about the problem. We will then let you know the best course of action.

What should I do if my product breaks?

When you purchase a new device from us, you’ll get Sync3, your free 3-year guarantee. This means you are covered against mechanical failure or breakdown. We also offer priority diagnostic and repair services as well as annual health checks for your product. Click here for full Sync3 terms and conditions.

General

Where is the Sync Store?

Our store is based at Barton Arcade, 63 Deansgate, M3 2BW. View it on Google Maps.

What are the Sync Store opening times?

Our opening times are:
Monday – Saturday, 9am-6pm
Sunday 11am-4pm

Our hours differ for Bank Holidays, Easter and Christmas. Follow our Facebook and Twitter for any changes to opening times.

How do I book a repair?

You can call the store on 0330 159 5900 or book online here. You can also head into the store without an appointment and the team will help you out.

Are there any jobs available?

You can check our careers page for any job openings.

Can I hire out a meeting room/event space?

Yes! We have a great meeting and event space in our city centre location. You can learn more and book here.

Does the store have disabled access?

The Sync store has disabled access at street level. There is access via the lifts on the opposite end of the store which can be accessed via the Barton Arcade entrance.

What is Sync3?

Sync3 is the free three-year guarantee that comes with all devices bought from Sync. You can learn more about it here.

What products does Sync repair?

We are an Apple Certified Service Provider and repair Apple products, including iPhone, iPad, Mac, MacBook. You can book a repair here.

Do Sync fix iPhone, iPad, Mac screens?

Yes, we offer same day iPhone screen repairs, as well as iPad and Mac screen repairs on selected products. All repairs take place in-store and are carried out by our Apple Certified Engineers.

You can get a quote and book a screen replacement here. Or just pop into the store, no appointment needed.

Does Sync do data transfer and recovery?

Yes, we can transfer and recover your data. Book in with our team here.

Does Sync recycle / buy back Apple products?

Yes, Sync offers responsible recycling on all Apple products through our Syncfinity Business and Syncfinity Education programmes.

We also have a technology buy-back service, read more about it here.

What is an Apple Authorised Reseller?

An Apple Authorised Reseller is a business allowed by Apple to sell products, software and hardware.

What is an Apple Authorised Service Provider?

An Apple Authorised Service Provider is a business that is authorised by Apple to provide warranty and non-warranty repair services for Apple products. You can learn more about the services we offer here.

What is an Apple Authorised Training Provider?

An Apple Authorised Training Provider can host and run sessions, offering workshops and seminars on Apple Products. Find out more about our training and events here.

When can I collect my repair?

You can find out the latest status of your device by tracking your repair here. You’ll need your URN number and your postcode.

Business

What is Apple Business Manager?

Apple Business Manager provides you with a central place to manage devices, users, and resources for your organisation.

What is Apple Device Enrolment?

Apple Device Enrolment provides your organisation with an automated enrolment process, allowing you to configure any Mac or iPad purchased via Apple or an Apple Authorised partner without ever having to touch the device.

What is Apple Volume Purchasing?

With Apple Volume Purchasing, your organisation can purchase and license Apps and Books in bulk from Apple, and distribute them to individuals via Apple ID or directly to devices without an Apple ID.

What is Mobile Device Management?

Mobile Device Management (or ‘MDM’) is a tool that allows you to manage your iOS, macOS, and tvOS devices. Using MDM, you can wirelessly deploy apps, settings, and restrictions from a single place. MDM works in conjunction with Apple Business Manager.

Education

What is Apple School Manager?

Apple School Manager provides you with a central place to manage devices, users, and resources for your organisation.

What is Apple Device Enrolment?

Apple Device Enrolment provides your organisation with an automated enrolment process, allowing you to configure any Mac or iPad purchased via Apple or an Apple Authorised partner without ever having to touch the device.

What is Apple Volume Purchasing?

With Apple Volume Purchasing, your organisation can purchase and license Apps and Books in bulk from Apple, and distribute them to individuals via Apple ID or directly to devices without an Apple ID.

What is Mobile Device Management?

Mobile Device Management (or ‘MDM’) is a tool that allows you to manage your iOS, macOS, and tvOS devices. Using MDM, you can wirelessly deploy apps, settings, and restrictions from a single place. MDM works in conjunction with Apple School Manager.

Klarna

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 100,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later work?

Once your order’s confirmed, you’ll receive an email with payment instructions within two days from Klarna. You’ll then have 30 days to try out your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk

Am I eligible for Pay later?

To use Pay later you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating.

How does Pay later in 3 work?

Pay later in 3 will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Sync and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.

Am I eligible for Pay later in 3?

To use Pay later in 3 you must be at least 18. Whilst this option is widely promoted, Pay later in 3 is subject to your financial circumstances. When choosing Pay later in 3, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later or Pay later in 3?

Klarna is unique and offers Pay later and Pay later in 3 based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna, you’ll need to provide your mobile phone number and your email address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive the payment information and so will be liable for delayed payment fees.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Sync run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later or Pay later in 3?

Although Pay later and Pay later in 3 is widely promoted it is not always universally available. The Pay later methods are automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

What are my payment options with Klarna?

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card.

What happens if I cancel or return my order?

As soon as Sync has accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.

What happens if I don’t pay for my order?

Pay later
Payment is due 30 days after the item is shipped. To help you pay on time, we’ll alert you two days before payment is due – you’ll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.

Pay later in 3
Klarna will automatically attempt to collect your payment for your Pay later in 3 purchase at Sync from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment.

I’ve been asked to go to Klarna’s site. Is this correct?

If you have chosen to Pay later, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Sync. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Pay later
You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.

Pay later in 3
No, this is not currently possible for Pay later in 3 purchases.

Have you received my payment?

If you pay by card, Sync will confirm your order right away.

Pay later
If paying by Pay later, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com.

Pay later in 3
Klarna will notify you via email and push notification when a payment is due and when this has successfully be collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments by logging in atwww.klarna.com.

What happens to my statement, when I’ve returned the goods?

Pay later
Once Sync has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you’ve made a partial return. With a full return, your statement will be closed.

Pay later in 3
Once Sync has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments.

I’ve received a statement, but I’ve not yet received my goods?

Pay later
You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Sync to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

Pay later in 3
In the event that your goods have not been received please call Sync to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

If you have paid for your order with card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

I haven’t received an email with my statement/payment information.

If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your orders and payment schedule information, and also be able to make payments.

I still have questions regarding payment, how can I get in touch?

Visit Klarna’s Customer Service for a full list of FAQ’s, live chat and telephone options.

Get in touch

0330 159 5900 | hello@sync-store.co.uk | 63 Deansgate, Manchester M3 2BW

Monday – Saturday 9am – 6pm | Sunday 11am – 4pm | (bank holidays may differ)

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