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, other than delivery to store, 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 terms and conditions.

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

Please find our opening times here.

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

Our teams have been working tirelessly to ensure that we could open safely. Measures include social distancing, hand sanitisation stations, implementing a one-way system, and limiting access to the store to a maximum of four customers at any time. For more information, tap here.

Please note: We have also temporarily suspended our walk in repairs service, with all repairs now requiring an appointment.

In-Store 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.

Collect and Return Repairs

We offer a full collect and return service, allowing you to get your device repaired without ever leaving the house! For more information on this service, tap here.

You can check our careers page for any job openings.

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

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.

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 take place in-store and 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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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 at www.klarna.com.

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.

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.

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

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.

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.

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