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General Fairphone information

Why did my Fairphone not come with a charger?

As the Fairphone charger is a standard USB-C port, it's not supplied with the phone, in an effort to reduce e-waste.

What size SIM card do I need?

The Fairphone 4 is compatible with a 'Nano' SIM card (ID-000 format), sized: 15mm x 12mm x 0.76mm. If you have a new SIM card with your Fairphone 3 it will arrive separately to the phone.

What do I do if my Fairphone is faulty or needs to be repaired?

Your Fairphone comes with a 24 month manufacturer guarantee.

If your phone develops a fault within 30 days of receipt, you can return it to us for a refund or replacement of the same make and model.

If a fault develops after 30 days, we may arrange to have the phone repaired, or replaced with the same make or model, once we have confirmed the fault. This may include the handset needing to be sent to Fairphone's repair centre. Should you need to send your phone to Fairphone directly click here.

If you are experiencing a fault with your Fairphone please call us on 01608 434 000 and speak to technical support who will troubleshoot with you and determine if it needs to be repaired, before advising you how to send it back.

Please note this policy only covers faults, not damage caused by the user. For more information, please click here.

My data service is stuck on 2G

This might happen if you are using 2 SIMs in your Fairphone 4. Only one SIM at a time can be set to use 3G or 4G, the other SIM automatically defaults to 2G. Go to Settings>More>Mobile networks. If one of your SIMs has Preferred Network type, it's because the other one is set to 3G or 4G. Change the other one to 2G only to change the service on your preferred card. Don't forget to go to Settings>SIM cards to tell your Fairphone 4 which SIM you want to use for data.

I want to return my Fairphone as it's not what I expected.

If your phone is not what you expected, you will need to let us know within 14 days that you would like to return it. It must still be in a brand new condition and include the original packaging, accessories and manuals.

If you have used the goods beyond what is reasonably necessary to evaluate their suitability and to confirm they work as expected (eg more than would be required if you were assessing the same goods in a shop), if anything is missing, or if goods returned for any reason are damaged we may need to deduct money from your refund or add a charge to your account to reflect the reduced value of the goods. Please see our Returns Policy via this link.

What do I do if I need more help?

Call our customer service team on 01608 434 000, or fill out our form here, and we will be happy to help you.

Fairphone Support Pages & Forum

We recommend that you view Fairphone's Support pages and Forum, and read through your copy of the User Guide that came with your phone. They have an interactive guide. iFixit have a comprehensive repair guide for anyone who wants to take their phone apart themselves, and there are loads of tutorial videos on Fairphone's YouTube channel.

How do I set-up the internet on my handset?

You can download the help guide here:

Setting up the internet

Are the handsets you sell unlocked?

Yes, all our handsets are unlocked.

What network do you use?

We are classified as an MVNO (Mobile Virtual Network Operator) which means we create our own bundles to make sure you get the best prices.

We do however use the EE network to carry our service which provides you with excellent signal coverage.

For business customers, we are also able to provide mobile services across Vodafone and O2 networks. Use the Ofcom mobile checker to find out the indoor/outdoor Voice, 3G and 4G coverage in your area.

Can I buy a Fairphone from Your Co-op if I live outside the UK?

We can only supply Fairphone handsets to UK customers. If you live outside the UK, you can buy it directly from Fairphone's website.

General Fairphone Information help form

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