Sending your phone for repair by post: is it safe?

Sending a phone for repair by post is safe if it is well padded in a box and the shipment is insured. At STARPHONE, outbound and return shipping for repairs within Germany are free and insured – all you need is a box and some padding material.

Why shipping is usually no risk

Before sending a phone in, there are usually three questions: will the parcel arrive, will something break on the way, and what happens to my data? All three have clear answers.

• Insured shipping: For repairs within Germany, both the outbound and return journeys are insured. You receive the shipping label by email after placing your order.
• Tracking: With the label you can track your parcel and see when it has arrived with us.
• Good packaging: A sturdy box with enough filling material protects the device from knocks and pressure. That is what matters most when shipping.

How to pack your phone properly

Only the device itself goes in the parcel. Keep everything else, so that nothing gets lost and the repair is not held up.

1. Back up your data: Make a backup to the cloud or your computer beforehand, if the phone still allows it.
2. Remove accessories: Keep the case, charging cable and SIM card. Also take out the memory card, if your device has one.
3. Switch the device off: This protects the battery and keeps the screen dark.
4. Pad it well: Wrap the phone in bubble wrap or paper and place it in a sturdy box where it cannot slide around.
5. Cover cracked glass: If the screen or the back is cracked, cover the glass with tape or protective film. Do not wipe over it, so you don’t cut yourself.

When you should not send it in

A swollen battery or a deformed device does not belong in a parcel. A damaged lithium battery can heat up further during transport. In this case, contact us first via chat or email. We will then tell you how to proceed. You can read more about this in our article on the swollen phone battery.

How the mail-in repair works

It takes three steps. In the repair configurator you choose your model and the damage and see the price. Then you pack the device and drop it off at a DHL drop-off point with the label from the email.

Once it arrives, STARPHONE checks the device. If more is broken than stated, we contact you first – work only starts once you approve. After the repair, we send the phone back insured. Every repair comes with a 12-month warranty on the part and the work carried out.

A tip for your records: take a photo of the device before packing it and note the tracking number. That way you have documented its condition and the shipment. You can also send in your phone from the Netherlands, Belgium, Austria and Luxembourg; the conditions differ from shipping within Germany.

All the details on shipping, including for shipments from abroad, can be found on the send in a repair page.

And what about my data?

With hardware repairs such as replacing the screen, battery or charging port, the data usually stays on the device. A backup beforehand still makes sense, because with water damage or a logic board defect it is not always possible to foresee which components are affected. Whether you need to give us your passcode depends on the repair – we explain this in our article on the device passcode for repairs.

Frequently asked questions

What happens if the parcel arrives damaged?

Shipping within Germany is insured both ways. Contact us and we will sort it out with the shipping company. A photo of the device taken before packing and the noted tracking number help with this. That way its condition and the shipment are documented. A sturdy box with enough filling material protects the device from knocks and pressure on the way.

Do I have to use a specific box?

No. What matters is a sturdy box in which the phone is well padded and cannot slide around. Wrap the device in bubble wrap or paper and fill any gaps with padding material. Only the phone itself goes in the parcel, without the case, charging cable, SIM card or memory card. If the glass is cracked, cover it beforehand with tape or protective film.

Can I also bring the phone in?

Yes. If you live nearby, you can bring your phone to our shop in Aachen, Blondelstraße 10, without an appointment. You choose the option in the configurator: send in or drop off in store. In both cases, the repair is carried out in our own workshop in Aachen. Every repair comes with a 12-month warranty on the part and the work carried out.

How much does shipping cost?

For repairs, outbound and return shipping within Germany are free and insured. You receive the shipping label by email after placing your order. From the Netherlands, Belgium, Luxembourg and Austria you pay a one-time shipping fee for the way in, and return shipping is free. You can see the repair price in the repair configurator.

Conclusion

Sending a phone for repair by post is safe with good packaging and insured shipping. Pack only the device, pad it well and cover any cracked glass. Choose your model in the repair configurator, read all about the process under send in a repair or browse all repairs.