Shipping policy

Shipping Policy

Screenie LTD (trading at screenieltd.com)

Last updated: 21 August 2026

This Shipping Policy explains how postage works for our mail-in phone screen repair service. By placing an order with us, you agree to the terms set out below. This policy forms part of our Terms of Service, which also apply to your order.

1. How our shipping works

Our service is postal ("mail-in"). There are two legs of postage for every order:

Inbound: you send your phone to us for repair.
Outbound: we return your repaired phone to you.

Both legs of postage are included in the price you pay at checkout — you will not be charged extra for standard tracked postage to and from a UK address, unless we expressly state otherwise for a specific listing.

2. Sending your phone to us (inbound)

2.1 Postage from you to us is included in the price. After you place your order and provide your device's IMEI number, we will send you postage instructions by email, including a prepaid postage label for sending your phone to us (where applicable) and the address to send your device to. Please do not send your device before receiving our postage instructions and order confirmation, so your phone can be matched to your order.

2.2 You must use the postage method/label we provide and send the device to the address given in your confirmation email, so your device can be matched to your order.

2.3 Before sending, you must:

back up your data and remove personal data where possible;
remove your SIM card, case, screen protector, and any accessories;
package the device securely and appropriately to protect it during transit;
include a note of your order reference inside the package (optional but helpful).

2.4 You should send the device using a tracked postage method. If you use a postage label or service arranged by us, we will make or assist with any carrier claim as appropriate. If you arrange your own postage, you are responsible for choosing a suitable tracked and insured service. We are not responsible for loss or damage that occurs while the device is in transit to us and before it is received and accepted by us at our repair address, except where caused by our negligence or where the law does not allow us to exclude liability.

2.5 If we do not receive your device within 30 days of your order, we will contact you. If you have not sent the device within 90 days, we may cancel your order and issue a refund in accordance with our Terms of Service and your statutory rights.

3. Turnaround and processing time

3.1 We aim to complete all repairs promptly. However, the full process — including inbound postage, inspection, repair, quality checks, and return postage — may take up to 14 days from the date we receive your device, unless we tell you otherwise.

3.2 The 14-day period is an estimate, not a guaranteed delivery date. Delays can occur due to postal carrier performance, parts availability, or unforeseen issues identified during repair. If a delay is likely, we will contact you as soon as reasonably possible.

3.3 Turnaround time begins when we receive your device, not when you place your order, since we cannot begin the repair until the phone arrives.

4. Returning your phone to you (outbound)

4.1 Return postage from us to you is included in the price. Once your repair is complete and quality-checked, we will return your device to the delivery address you provided at checkout using a tracked postal service.

4.2 We are responsible for arranging return delivery with reasonable care. If the device is lost or damaged during return transit, we will assist with any carrier compensation claim and handle the matter in accordance with applicable law. We are not responsible for delays caused by the postal carrier outside our reasonable control, except where caused by our negligence or where the law does not allow us to exclude liability.

4.3 You will receive tracking information by email once your device has been dispatched, where the carrier provides it.

4.4 Someone may need to be available to accept the delivery, depending on the carrier and the service used. If delivery is attempted and unsuccessful, the carrier will usually leave a card or notification with instructions for re-delivery or collection.

5. Delivery address and failed delivery

5.1 You are responsible for providing the correct delivery address at checkout. We will deliver to the address you provide.

5.2 If you provide an incorrect or incomplete address and the device is delivered there, returned to us, or lost, you may be liable for the cost of re-shipping to the correct address.

5.3 If a delivery is unsuccessful and the device is returned to us, we will contact you to arrange re-delivery. Re-delivery to a UK address will be at our cost where the failed delivery was not due to an error in the address you provided.

5.4 We will not be held responsible for delivery to an address that you authorised us to use but which later turns out to be incorrect, except where caused by our error.

6. Where we ship

6.1 We currently ship to addresses within the United Kingdom (England, Scotland, Wales, and Northern Ireland).

6.2 We do not currently ship outside the United Kingdom. If you place an order with a delivery address outside the UK, we will contact you to arrange a refund or an alternative.

6.3 Postage to certain remote or offshore UK locations may take longer than the standard timeframe set out in Section 3.

7. Lost or damaged items

7.1 If your device is lost or damaged in transit, please contact us as soon as possible at casinatoruk@gmail.com with your order reference and IMEI.

7.2 For inbound loss or damage (before we receive the device): if you used a postage label or service arranged by us, we will make or assist with any carrier claim as appropriate; if you arranged your own postage, you are responsible for the claim and for choosing a suitable tracked and insured service. We are not liable for loss or damage in transit to us except where caused by our negligence or where the law does not allow us to exclude liability.

7.3 For outbound loss or damage (return transit after repair), we will work with the carrier to pursue a compensation claim and handle the matter in accordance with applicable law. We will keep you informed throughout.

7.4 We recommend that high-value devices are sent using an insured/signed-for postage method. Where we provide a label, we will use a tracked and, where appropriate, insured service.

8. Tracking

8.1 We use tracked postal services for both inbound and outbound postage wherever possible.

8.2 For inbound postage, tracking details (where the carrier provides them) will be included in your postage instructions.

8.3 For outbound postage, we will email you tracking details once your repaired device has been dispatched.

8.4 You can track your device using the carrier's website or app with the tracking number provided. We are not responsible for the accuracy or availability of third-party carrier tracking systems.

9. Charges

9.1 Standard tracked postage both ways is included in the price shown at checkout for UK deliveries.

9.2 If you request a faster or premium delivery service, special delivery, or Saturday delivery, any additional cost will be charged to you and agreed before dispatch.

9.3 If a failed delivery or re-direction is caused by an error in the address you provided, you may be charged for the reasonable cost of re-shipping.

10. Contact

If you have any questions about postage or delivery, please contact us: