Frequently Asked Questions

On this page, you’ll find answers to the questions we get asked the most. If there’s anything you need to know about repairs that you can’t find, please get in touch.
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iCrack Help Center

If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.

If we aren’t available, drop us an email and we will get back to you within 20-36 hours!

General Questions

iCrack is the alternative repair service to Apple and it's subsidiary suppliers. We are an express service that utilises the highest quality parts that are quality controlled.
We do not use parts direct from the manufacturer, nor does any repair company who are not authorised by Apple as Apple don’t sell genuine parts to third party companies. Instead we use OEM (original equipment manufacturer) and replacement parts.
We pride ourselves on an express repair service. Common devices can be repaired in-store within 30 minutes, whilst postal repairs are between 24-48 hours.
In order to fully complete our pre and post-repair test to make sure everything is working we would need your device password. Keeping in line with our data protection policy we will not access any of the personal data on your device.
Please note although we use highest quality parts and bonding material, we don’t consider any mobile phone to be waterproof after the repair as this is a subject to manufacturer’s internal tests when they assemble devices in their factories. Although we hope that the repair should restore the waterproofness, we don’t guarantee and don’t take any responsibilities, you expose it to water at your own risk.
We can surely repair water and liquid damage devices, although we will need to carry out initially a liquid damage diagnostic in order to diagnose the device and establish how severe the damage is and advise accordingly.
We never delete your data. Your files stay intact for the whole process of the repair. Although we ask you for the password, we only use it to test the device after repair. We guarantee the discretion. Please check our privacy policy. At the same time, we are not liable for your data loss if that happens as a result of unforeseen complications.
We generally don’t offer this service as the previous repair may have caused some damage. There are however some circumstances where we would consider the repair so please feel free to enquire.
When your phone is reset you will lose all the locally stored data. However, if your data is backed up to the cloud you should be able to restore it from there.
We can fix the home button functionality on your device, but cannot offer a repair on the functionality of the touch ID.

Walk in

Our walk-in service allows you to have your device repaired straight away! You can see the time required for each repair when you book on our website.

Whilst your device is in safe hands with us, it is always recommended that you back-up your device and reset back to the factory settings before hand for security purposes.
We are located in East London in the neighbourhood of Ilford, not far from the Ilford Rail Station on the Elizabeth line. Our address is: 175 Cranbrook Road, Ilford, Essex, IG1 4TA
We are situated about five minutes' walk from Ilford Rail Station (Elizabeth line).
Upon arrival our team will confirm your device and details. We complete a pre-diagnostic with your device prior to repair. Once your repair has been completed we complete the same tests to ensure your device is working perfectly.
We do not need your contact details to carry out your repair, just your device password. We would, however, use your contact details to call you when your device is fixed and ready for pickup.
We take payment for our walk-in service after we have completed your repair. We accept cash or debit/credit card, including American Express.

Mail in


1: Select the repair you'd like and complete your details on our order form.

2: Pay by credit or debit card or Paypal.

3: Print out your order details to include with your package, or write a note containing the following details: Your name, Contact number, Return address and the order number.

4: Post your Device and order details securely in a padded envelope and Post to us at:

175 Cranbrook Road
Ilford Essex

- We strongly recommend that you back up your device to protect your data.
- Disable your screen passlock (or write it inside the package) as we are unable to fully test your device if it is locked.
- Remove your SIM card and any other accessories.
- Package your device securely, inside a jiffy bag.
- Write your Order Number on the front of the package.

** We recommend using Royal Mail Special Delivery, which is insured up to £500
** We'll let you know via email as soon as we receive your device and when it's been repaired and is on its way back to you. If you need any help ordering don’t hesitate to call us on 020 7998 9338.

Our Mail-in service covers the entire UK. Just send us your device and we’ll repair it the day that we receive it and have it back to you the following day using Royal Mail Delivery. Your device will be fully insured.
Generally, a device is at our location for only 24 hours. Including shipping times, please expect a 2-3 day turnaround for this service.
As your device is traveling through an overnight courier network, we would advise to securely package your device. It’s best to use protective packaging such as a jiffy bag or box with internal padding.
Your payment is taken securely through our website at the point of booking. This allows the prompt return of your device without any delays.
You will be kept up to date throughout the repair progress via email. Once we receive your device via courier you will receive an email to confirm, and once more when your repair has been completed. Our logistics partner will email and text on the day of your delivery to confirm your delivery window.

Call out

Yes we do ! If you are from London, Surrey, Kent, Essex or Middlesex area, we can offer you repair in your place. This is a subject to free slots availability. Some repairs need to be done in the laboratory but then we can arrange courier collection and quick return if it needs to be done same day. Please note same day courier and call out is at additional cost.


Like most third-party repair services, use of our service can void your manufacturer’s warranty. The good news is we provide our own warranty for all our repairs! For more details please click here.
If we carry out a full diagnostic into the issue affecting your device, we will charge a flat rate of £24.99. This cost covers the time invested by our experienced repair technicians and is included in the cost of any repairs we carry out.
Unlike some other repair shops at iCrack we don’t cut corners. We use OEM (original equipment manufacturer) and replacement parts which come with warranty, and all repairs are carried out by a fully trained and experienced repair technician.
There is a lifetime warranty on most device repairs. Please check our terms and conditions for more details.
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