Frequently Asked Questions

Shipping Informations

Account related queries


1. How do I create a Brightex Retail UK Store account?

It’s quite easy! Just visit the link below.

   Sign Up


2. What are the benefits of creating a Brightex Retail UK Store account?

     Having a Brightex account can be quite beneficial.

  • Get the best offers for you.
  • Track your orders.


3. Do I need to create an account to buy products from Brightex Retail UK Store?

No. In order to make a purchase, all you need is a valid email address. Your email ID is only needed during the checkout process. We use this to keep you updated about the details of your purchase such as your order confirmation number, tracking number (if applicable) as well updates on the progress of your order.


4. I think my account has been hacked. What do I do?

There’s absolutely no need to worry as we do not store your payment card details. You need to only reset your password using the ‘Find Username Or Reset Password’ link.

The only information visible on your account page (and to our customer service team) is –

  • Order Date
  • Amount Paid
  • The last 4 digits of the card that you used
  • The expiration date and the card type
  • Name on the card

This is not sufficient information for anyone to make unauthorised payment.

Need help? Email us at


5. How do I reset my Username or Password?

It’s quite easy! Just visit the link below.

Find Username Or Reset Password


6. I am having trouble logging in. What do I do?

Don’t worry! Just visit the link below.

Find Username Or Reset Password


7. Can I change my account details?

After you have logged in you can simply navigate to the ‘My Account’ page, where you can change your name or contact details by simply clicking on the pen icon or the edit button.


Product & Order related queries


1. The item I want is out of stock. What do I do?

Just click on the ‘NOTIFY ME’ button on the product page. Before that, just make sure you are logged in and you will be notified as soon as the product is back in stock.


2. I forgot to order something. Can I add it to my existing order?

Unfortunately, this is not possible. Why don’t you try placing a fresh order.


3. How can I track the progress of my order?

Simply log in to your account. Visit the ‘Orders’ page to get details about your order and track progress.

We will also keep sending you updates on your Email address once you have placed an order to help you track your orders better.


4. I need to cancel my order. I need help.

You need to log into your account and visit the ‘Orders’ page. You can select the order and click on the ‘Cancel Order’ button. Don’t forget to read our Return/Cancellation Policy to understand the order cancellation process better.


 Payment & Finance related queries


1. My payment has failed. What should I do now?

If your payment fails here are some actions you could take -

  • Contact your bank to rule out any problems with your card or a transaction being blocked due to suspected fraud (this can happen with larger transactions).
  • If the issue isn’t related your bank, please try and enter your details carefully.

Need help?

Email us at


2. What payment methods do you accept?

All major credit and debit cards are accepted (American Express, Maestro, Mastercard, Visa Credit, and Visa Debit) or you can use an existing PayPal account, open a PayPal Credit facility, or use the Klarna financing options.


Order cancellation and returns related queries


1. How do I cancel an order I haven’t received?

2. Can I return a product without proof of a purchase?

Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement, or an online sales invoice.


3. What to do when returning or exchanging a mobile phone?

  • Remove any personal data

Before you return anything to us, please remove any personal data stored on the device such as photos or saved numbers, as you won’t be able to access these once your device has been returned

  • Deactivate Google Smart Lock. If we don’t, we may be unable to accept your return.

4. You need to email us with the following details:

• Your full name and address (including postcode)
• Proof of purchase, or if you no longer have proof of purchase you can find the transaction number on the upper right-hand corner of your invoice
• Your item, along with all of the original packaging
• Any accessories that come with it (including any free gifts)

**What about the SIM card? **

There’s no need to return your SIM card.
If you are exchanging or returning an upgrade device, please keep your SIM card in a safe place – you may want to use it in your new phone*

*You’ll be liable to pay for any changes incurred on this SIM until your handset is returned and the contract is deactivated.