Our customer service team often receives questions from customers who have purchased an Apple device for the first time. These questions cover various topics and different devices. On our Frequently Asked Questions page, you can find an overview of the most frequently asked questions. To complement our FAQ section, we’ve written this blog article. These are not only frequently asked questions but also more detailed questions that don’t come up as often. However, the questions below are important and may be relevant to you!
1) General Questions
‘Do you have a specific model in stock?’
All products listed on our website represent our entire stock. We do not have any additional products in our warehouse. All our products are available for immediate delivery.
‘What accessories are included?’
We provide a standard charging accessory/power cord with all our products. With iPhones, a SIM card pin is included, and with iMacs, we supply a mouse and keyboard unless otherwise stated. For hygiene reasons, earphones are not included with iPhones.
‘Do your refurbished Apple devices come with Microsoft Office?’
We provide all our devices with the necessary operating systems and accompanying programs such as iMovie, Safari, Photo Booth, and FaceTime. Additional software like Microsoft Office must be purchased and installed by the user.
‘Do I need to install the Apple operating system on the Mac myself?’
No, you do not need to install the operating system on your new Apple device yourself. We have already installed the required operating system for you. All our products come with the macOS operating system.
‘How long can I update my device to the latest OS?’
While we cannot guarantee it, experience shows that you can expect updates for 8 to 10 years from the product’s initial introduction.
'Can you customize the keyboard?'
Unfortunately, we cannot customize the keyboard. There are, however, clear differences between a QWERTY and AZERTY keyboard. Be sure to check which keyboard the device has. If you’re unsure of the differences, read our
blog post on this topic before making your decision.
'Can I trade in my hardware with you?'
We only purchase large quantities from businesses. Therefore, we do not accept hardware from individuals.
2) Questions About Ordering
'Is it safe to order from you?'
Yes, iUsed.nl is a brand name of NEG Group B.V., which has been specializing in buying and selling used Apple equipment for 27 years. We also have excellent reviews on the independent review site Trustpilot. Want to read more about our reviews? You can do so
here.
'I haven’t received an order confirmation, what should I do?'
If you haven’t received an email confirmation within 30 minutes, first check your spam folder. If it’s not there, contact our customer service team.
'Can I change my order?'
Contact customer service to check if it’s still possible to change/cancel your order.
'Can I reserve a product?'
All products on our website are available for immediate purchase. Once you add a product to your shopping cart, it is reserved for you, meaning it may no longer be available on our website (if we only have one in stock). The product will remain reserved for 25 minutes. If no action is taken within that time, the product will be removed from your cart and made available again in our webshop.
3) Payment Questions
'Can I pay later?'
Yes, with Klarna, you can pay later. You will need a Klarna account. Visit the
Klarna website for more information or to create an account.
'Can I pay in installments?'
No, unfortunately, we do not offer installment payment options. Visit our payment methods page for an overview of the available options.
'Can I pay on account?'
Only business customers can pay on account. Please review the terms for placing an order on account.
'When will I receive my invoice?'
The invoice will be sent automatically after delivery. This usually happens in the evening, so you may have to wait for your invoice.
4) Shipping Questions
'Why doesn’t my track & trace work?'
Your track & trace code will only become active once the courier scans the package. This means you may receive the track & trace code in the morning, but it will not work until later in the day when the courier picks up the packages.
'Are there shipping costs?'
No, all our products are shipped free of charge!
'When will my order be shipped?'
Online orders placed on a business day before 10:00 PM and paid for will be shipped the same day for free. This means that if you order before 10:00 PM, it will be delivered the next day. Orders placed after 10:00 PM or on weekends will be shipped on the next business day.
'I received my package damaged, what should I do?'
If you receive a damaged package, please contact our customer service team immediately. It also helps us if you send photos of the damage so we can better assess the issue and contact the courier.
'Which countries outside the Netherlands do you ship to?'
We ship to Belgium, Luxembourg, Germany, France, and Austria in addition to the Netherlands.
'Can I pick up my order instead of having it shipped?'
Yes, during the ordering process, you can choose to pick up the product. You can also select the date and time you wish to collect your item. You can pay in advance or at our counter by card or cash. Of course, you can inspect the product before paying and taking it home. You can also opt to collect the product at a nearby pick-up location.
5) Returns & Exchanges Questions
'How long do I have to return my product?'
You must submit your return request within 15 days using
this return form. After that, you have 15 days to return the product, giving you a total return period of 30 days.
'When will I receive my refund?'
Once we have received the product in good condition, the purchase amount will be refunded to your account within 7 business days. In some cases, this may take longer, but you can rest assured that you will receive your refund within 14 days of us receiving the product. If this doesn’t happen, please contact our customer service team.
'How do I request a repair?'
Contact our customer service team via phone, email, or chat. Your request will be processed as soon as possible. Be sure to have your order number handy when contacting customer service.
'How long does a repair take?'
The average repair time is around two weeks, but this may be shorter or longer depending on the issue.
'Will I receive a loan device during the repair period?'
No, unfortunately, we do not provide loan devices during repairs. We understand how inconvenient it is to be without your device, so we aim to complete repairs as quickly as possible.
'Do I have to pay shipping costs for a repair/return?'
No, we cover all shipping costs, both for sending the product to our warehouse and for returning the repaired product to you.
6) Warranty Questions
'How long is the warranty on my refurbished device?'
We offer a two-year warranty on all our refurbished devices. If your device shows a defect within two years that falls under our warranty conditions, you are entitled to a free repair or a replacement product. Read more about our warranty terms
here.
'Is the battery covered by the warranty?'
Yes, we offer a 12-month warranty on the battery.
'My charger for my refurbished iPhone/iPad/MacBook doesn’t work, what now?'
If the charger for your refurbished device is faulty, you are still covered by the warranty! You have two years of warranty from the purchase date. If your charger breaks within that period, contact our customer service team, and we will send you a new charger as soon as possible! Note: If the cable has broken due to improper use, the warranty will not cover it.
7) Technical Questions
'Can I upgrade the memory and/or storage?'
We can still upgrade the memory and/or storage of some iMacs. However, this is becoming more difficult. We recommend carefully considering how much memory you will need. We always say: better to have more than too little!
'What’s the difference between processors?'
Dual, Quad, Hexa, and OctoCore refer to the number of cores in the processor. The more cores, the better the processor can handle multiple tasks simultaneously. Want more information? Read our
blog post about processors.
'What is the function of Turbo Boost?'
This is a unique feature in certain MacBooks, iMacs, and Macs. When not all parts of the processor are needed, the unused parts are deactivated, allowing the processor speed to temporarily increase.
'What is the technical condition of the refurbished products?'
At iUsed, we do not sell refurbished products with technical issues or defects. If there are any special conditions, they will be explicitly stated. All our products are tested on over 50 points by our certified technical specialists, so you are guaranteed a 100% fully functional product.
'How do I back up my refurbished device?'
Watch
this video on how to back up an iPhone and
this video on how to back up a MacBook.
'How do I transfer my backup to a new device?'
Want to transfer all your files to your new iMac or MacBook? No problem! Transferring your backup is fairly simple. In
this video, we explain how to do it.
'How do I remove iCloud from my device?'
If you still have your device, you can easily remove iCloud. Watch
this video to learn how to remove an iPhone/iPad from iCloud and
this video for iMac/MacBook removal.
'How do I restore factory settings on my device?'
We explain this step-by-step in
this video. Note: This only applies to MacBooks, iMacs, or Macs.
'How do I install the latest version of macOS on my MacBook or iMac?'
In
this video, we show you the various steps in detail. Note: The video shows an older macOS update, but you can use the same steps for the latest Big Sur update.
'What should I do if my device doesn’t turn on?'
If the device doesn’t turn on, we recommend plugging it in for at least an hour. If this doesn’t help, contact our customer service team.
'What should I do if my device isn’t charging?'
If your device isn’t charging, there could be several reasons. The charging cable or USB adapter could be faulty. If you have multiple chargers at home, try a different one to see if it works. Also, check that the connections between the charging cable, USB adapter, and the power outlet are secure. If it still doesn’t work, contact our customer service team.
'What should I do if my battery drains quickly?'
Large programs, games, and apps can consume a lot of battery power. Always check if you have large files or programs open. Extremely high temperatures (> 25°C) or very low temperatures (< 0°C) can also negatively affect your battery life. If you’re using your MacBook in direct sunlight when it’s over 20°C, your MacBook’s fan may kick in. Read
our tips here on how to keep your MacBook cool during extreme heat. If none of these situations apply to you, contact our customer service team.
