Frequently Asked Questions

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 working 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.

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.

Yes. All deliveries require a signature to confirm your order is delivered and received correctly.

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.

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

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.

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.

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.

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@wearesync.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.

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@wearesync.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@wearesync.co.uk to tell us about the problem. We will then let you know the best course of action.

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 tems and conditions.

Repairs

To arrange a repair appointment with us, simply visit our Book a Repair page and log your repair online. From here, you will be guided to the Apple support page to arrange an appointment, and Apple with give you the option to select Sync as your service provider.

Unfortunately, we are currently unable to offer repairs without an appointment.

You can check our careers page for any job openings.

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

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

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

You can get a quote and book an appointment here.

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

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.

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

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.

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.

You can find out the latest status of your device by tracking your repair here. You’ll need your Unique Reference Number (URN) and your postcode.

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

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.

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.

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.

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

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.

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.

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.