Frequently Asked Questions

Find out answers to the questions we are most commonly asked by our customers

How long will it be before I get my device back?
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Greenbridge are committed to ensuring your repaired device is dispatched back to you within 14 calendar days of it being received at our repair centre. Any delays caused by the customer will extend this deadline commitment.

Can I track the progress of my claim? Will I receive updates throughout the claim?
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Yes, you will receive a link to our online portal where you are able to see the status of your claim, and when it will be completed. You will also receive SMS/Email updates at key milestones throughout the repair process.

How does the collection work?
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DPD will collect your device from your home or work address provided to us. They will take your device away in a protective pink box, so you don’t need to worry about packaging it up. DO provide your charger and device password (via our secure online portal). DON’T include any peripherals such as bags or DVDs with your device. Please see our Collection FAQs for more details.

How does the device come back to me after it has been repaired?
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We will return your device using Royal Mail Tracked 24 delivery service. This is a fully trackable and secure service. You will receive your tracking number via SMS and Email to keep you updated. For additional details please see our Delivery FAQs here

Why do I need to remove the iCloud account from my device?
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We require you to remove the iCloud account from Apple devices in order to carry out a thorough inspection and testing of your device. Please note, this is also a requirement when sending your device into Apple or other repair centres. If you do not sign out of the iCloud account on your device this will delay the processing of your claim.

How do I remove the iCloud from my device?
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You are able to sign out of the iCloud account from the faulty device itself (if it still powers on), or via any other internet connected device by logging into your Apple account. Please visit greenbridge.co.uk/iCloud for full instructions of how to do this. It is very easy as should take less than 2 minutes.

After my device has been collected, when will I next hear from you?
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When your device is received at our repair depot, you will receive an SMS and Email confirming so. This will trigger the 14 calendar day service level agreement when your claim will be completed by. You may receive messages from us if we require something from you (for example, your passcode or your iCloud account has not been removed), and you are able to track the progress of your claim on our repair portal here. Once your device is ready to be returned, we will send you an SMS/Email confirming the address we will dispatch the device to and it will be shipped the following day.

How will my device be collected?
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We use DPD to collect your device. You will receive an SMS/Email on the morning of the collection day giving you a 1 hour time window of when to expect the driver, along with certain options to change the day or if you would prefer to visit your local DPD depot.

When the driver arrives, they will bring with them a pink protective plastic box with foam inserts. Please hand your device to the drive, along with your charger (but no other accessories). They will put the items into the box and seal it with cable ties in front of you. You will be given a receipt by the driver. You can see a video on how the process works here

I can’t stay in waiting for a courier driver, do you have any other options?
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We recommend the DPD service to ensure the safe receipt of your device. However, if this is inconvenient for you, we are able to send you protective packaging and a free Royal Mail Tracked label for you to package your item in and then take to your local post office. Please let us know if you would prefer this option.

Can I track my collection?
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Yes, on the morning of your collection you will receive an SMS Phone Text Message and Email from DPD with your tracking number. You can also track the status of your repair (along with courier tracking numbers) in our customer portal. You will be sent an SMS/Email link to the portal once your collection has been booked.

Can I change the collection address?
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After your collection has been booked there are limited options you have to make changes. You can select to visit your local DPD depot (you will require photo ID) or you can choose to change the collection address to another address served by your local depot. In order to do this, please follow the instructions you will receive in your SMS/Email from DPD.

Can I drop my device off at your repair facility?
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No, we are not able to accept drop offs.

What time will the courier arrive? Can I change the time?
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The SMS/Email you receive from DPD on the morning of the collection will give you a 1 hour time window of when to expect your driver. This can be anytime during the day from 8am to 8pm. You are not able to change the time you are given, however, if the time you receive is not convenient, you can use the options to change the day, or to select to attend your local DPD depot instead.

Can you collect after 5pm when I am home from work?
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We are not able to specify the time of day. DPD will only determine the time of your collection on the morning of the day you have booked. This is because your driver will be given a set route they need to complete their collections and deliveries in.

Can you collect from my on Saturdays or Sundays?
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We are only able to arrange DPD collections for Monday-Friday.

The SMS/Email I received says “delivery” not “collection” has there been a mistake?
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The SMS/Email you receive will likely refer to the collection as a “delivery”. We accept that this is misleading terminology, however, it is referred to like this by DPD as they are delivering the empty pink plastic box to you, which you then put your device in and they will take back with them. There has not been a mistake if you see this.

Will I get a receipt from the driver who takes my item?
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Yes, the driver will leave a receipt with you when the collect your device.

Does my collection need to be from my registered address on my policy?
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No, we are able to collect from any address you authorise us to (e.g. a work address). However, please note that collection from reception desks of large companies are often unsuccessful, so please make sure all the necessary people are informed about the collection and leave them with instructions.  Please also make sure the DPD courier is able to access the relevant area.

How do I know the person who collects my device is from DPD?
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Your DPD driver should carry identification with them. If you are in doubt as to whether the person claiming to be collecting your device is the right person, please ask them to provide their identification, or get in contact with Greenbridge to confirm.

Will my device be safe during transit?
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The protective pink plastic totes are very strong and have endured significant drop tests. The strength of the box, combined with internal protective foam padding ensures your device will not sustain any further damage during it’s journey to us.

Should I include the password to login to the device with the item?
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No, please do not include the password/passcode to your device in the DPD box. Whilst we may require your password to inspect and test your device, please do not combine it with the device for data security reasons. You are able to provide your password in a secure manner through our customer portal. This will send it directly to our secure systems in an encrypted manner.​ Login here

Will the personal data on my device be safe?
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Once your device is received at our repair facility, it will be protected by outstanding physical security and robust data security practices. During the inspection and repair of your device, it will be data wiped and restored to factory settings. Whilst we appreciate this may be inconvenient, we take data protection seriously, and in order to assist we have produced some help guides on how to backup your data before sending it to us, and how to restore your data when you receive your device back, which can be found here.

Should I include my charger with the device? How about any other accessories?
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Please include your charger with the device. This will allow us to determine whether the fault lies with your charger or not (which will be replaced if deemed to be faulty). Please do not include any other accessories, for example, cases, memory cards, SIM cards, DVDs in optical drives etc, as if your item is deemed to not be repairable, your device will not be returned to you.

Can I take my device to a depot rather than be collected? Do I need to take ID?
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Yes, this will be given as one of the options you will receive from DPD when you get the SMS/Email on the morning of your collection. You will require photo ID when you attend the depot for security reasons.

How long will it take for the item to arrive at your repair facility?
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We will receive your device into our repair facility the following working day after DPD collect it from you. Please note there are some remote postcodes where this may be 2 working days.

How will I know when you receive my device at your repair facility?
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When we receive your device, it will be scanned into our depot and you will receive a SMS/Email message confirming we have received it. The message will also confirm the address we will return the device to once we have repaired it, along with options for you to update this address.

Do I need to remove the SIM card from my phone before collection?
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We do not require your SIM card. Please remove it from the device before we collect it

Do I need to remove any memory cards from my device before collection?
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Please remove all memory cards from your device before we collect it. We may not be able to return such items to you.

Should I remove my phone/tablet from the case before collection?
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Please remove your device from any case before we collect it. We may not be able to return such items to you.

Is the packaging you use environmentally friendly?
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The plastic boxes DPD use are designed to last for many years and allow for hundreds or thousands of collections, rather than single use. Once your item arrives at our repair facility, we return the box to DPD to be used again. For more information regarding the packaging and sustainability, please contact DPD directly.

How long will my repair take?
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Greenbridge are committed to ensuring your repaired device is dispatched back to you within 14 calendar days of it being received at our repair centre.  Any delays caused by the customer will extend this deadline commitment.

How will I know when my repair is completed?
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We will send you an SMS/Email confirming your device has been repaired and the address we will ship it back to.

Will you repair cosmetic damage?
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Where the damage to your device is purely cosmetic (e.g. a scratch on the backcover) it will not be repaired. However, when it interferes with the operation of the device (e.g. a faulty hinge on a laptop) it will be repaired. Most Warranty and Insurance policies do not cover cosmetic damage. Please check with your policy provider directly for more information.

Are software faults covered?
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Generally software faults will not be covered under your policy, and we will not attempt to repair them (e.g. virus removal). However, since we factory reset all devices before we return them, it is possible any software issues will be resolved.

Will my data be wiped from the device?
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Yes, for data security reasons, all devices will be wiped during the inspection and repair process. Please also note, you will need to reinstall any software packages you had put onto your device, as it will be returned back to the original factory settings. It is for this reason that the proper and complete backing up of your data prior to DPD’s collection of your device is essential.

Are batteries covered under warranty?
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Batteries are normally classed as consumable items which wear out over time and are therefore often not covered. Please confirm directly with your policy provider. As a general rule, internal batteries (i.e. those where you need to unscrew the device to access them) will be covered, and external batteries (i.e. those where the user can easily change it themselves, like many laptop batteries which clip in and out) will not normally be covered.

What did you do to my device?
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Our engineers will produce a report of the faults with your device, along with the repair which was carried out. It will also detail the device serial number and specification. This report will be available for you to look at in our customer portal, along with all other details of your claim.

How do I reconnect to my wifi following my repair?
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When you receive your device back, it will be returned to factory settings. You will need to follow the same steps as you did when you first got the device. We have produced a number of helpful guides here in order to assist you.

Can I get my old data back onto my device?
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If you backed up your data before we collected your device, you should be able to restore this data onto your device when you receive it back. We have produced a number of helpful guides here in order to assist you.

What if there is still a fault with the device after you have returned it to me?
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If you believe there is still a fault with the device once you receive it back, please contact us here in order to assist you.

If my device is not repairable, what happens to it? Will I get it back broken?
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If your device is deemed unrepairable, your Warranty or Insurance Company will settle your claim via another method (e.g. a replacement device or a product voucher etc). Once you are settled, your old device becomes the property of your Warranty or Insurance Company and you will not receive it back.

What happens to the data on my device if it is not repairable?
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In instances where a device cannot be repaired, your data will be wiped from the device in a compliant manner.  Greenbridge Technology’s electronic waste flows are supported by Waste Transfer Notices issued by an Approved Authorised Treatment Facility (AATF).

Do you handle your electronic waste in an environmentally friendly manner?
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Greenbridge Technology only contract with approved treatment facilities for electronic waste, ensuring that it is handled in a manner compliant with all applicable regulations. We are also a member of Veolia WEEE producer scheme, under registration number WEE/MM8799AA

Do you use genuine spare parts?
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We use a combination of original manufacturer spare parts and third party spare parts. Our robust procurement processes and quality standards ensure a supply chain with sufficient depth and breadth whilst remaining compliant at all times. Please refer to the policy wording and terms and conditions from your policy provider to confirm whether your claim can only be serviced using original manufacturer spare parts. Most policies allow for the use of third party spare parts.

Which courier do you use to return my device to me?
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We use Royal Mail Tracked 24 to return your device to you once the repair is completed.

I got an SMS/Email from DPD, I thought you used Royal Mail?
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In certain cases, we may use DPD to return your device. This will often be due to the size of the device being returned, or due to the preference of your Warranty or Insurance Company.

How do I track the return parcel?
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Once your device is shipped, you will receive an SMS/Email from Royal Mail with your tracking number. It will contain a link on their website where you are able to track the progress. You are also able to obtain your return tracking number by logging into our customer repair portal.

How long does the delivery take?
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You will receive the parcel the next business day following it’s dispatch.

Do I need to have it returned to the same address it was collected from?
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By default, your device will be returned to the registered address on your policy. However, if you wish to change this, please contact us. When we receive your device, we will send an SMS/Email confirming the address to which it will be returned once repaired, along with a link to our customer portal to change the address if this is not convenient. Please note, once the parcel has been dispatched, it is not possible to change the address at that stage.

Can you deliver it to me on a Saturday or Sunday?
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Royal Mail Tracked 24 will deliver on Saturday if dispatched on Friday. However, we are not able to offer Sunday delivery.

Can I choose a time for delivery? Can you make it after 5pm?
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You are not able to choose a time, and we cannot guarantee morning/afternoon/evening.

What if I am not home when the device is returned?
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If you are not home when Royal Mail attempts to deliver your parcel, they will leave a card in your letterbox. The card will state the address of your local sorting office where you can collect it (please take photo ID with you), along with other options regarding the failed delivery of your parcel.

How is the device packaged when it is returned to me?
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The device will be inserted within an air pocket for secure transportation. There will be a cardboard insert containing the charger for your device (if you sent it into Greenbridge upon collection).
Is the return packaging environmentally friendly?
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The cardboard box and plastic air pocket we return your device in is all recyclable, and we encourage customers to recycle it.

Can I collect my device from your repair facility?
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We do not offer a collection option for customers.  All devices must be shipped from our facility.

Will you call me before you ship my item back to me?
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No, once your device is ready, it will be shipped back to you with a tracking number. You are able to edit your return address throughout the claim process and up to the point it leaves our facility. In order to get the device back to you as soon as possible, it will be shipped as soon as it is ready, and you should not expect to receive a call from us.

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