Before sending
- Wait for your confirmed booking reference and Fixaviour shipping label before sending anything.
- Print the Royal Mail label sent in your booking email and attach it flat and securely to the sealed box.
- Remove cases, chargers, SIM cards, memory cards and accessories unless Fixaviour specifically asks you to include them.
- Write your job reference clearly on the outside of the box.
Courier and parcel limits
Fixaviour uses Royal Mail Tracked 48 for the standard shipping route. The packed parcel must not exceed 2kg or 45cm x 35cm x 16cm. Returned devices use the configured signature-required service.
Packing the device
- Wrap the device in bubble wrap.
- Place it in a rigid box with padding on all sides.
- Avoid sending a loose device in a thin envelope, padded bag or soft mailer.
See the shipping and packing guide for the step-by-step instructions.
Tracking and return
The customer tracking page can show the latest job stage and Royal Mail parcel event when carrier data is available. Carrier scans may not appear immediately. When the device is ready to return, Fixaviour emails the tracking details tied to the job record.
Warranty shipping
For eligible claims during the first 30 days of active warranty cover, Fixaviour supplies the shipping labels at no charge. From day 31 to day 90, the current warranty postage charge is paid upfront and Fixaviour supplies the labels.
Automated communication at key stages
Fixaviour sends status updates when the workflow reaches important points such as booking confirmation, device receipt, report completion, quote decision, dispatch and warranty claim handling. The tracking page is the customer-facing status view and is safe to check at any time.
- Booking confirmed — the email includes your job reference, printable Royal Mail label and packing instructions.
- Device logged in — the job moves into the correct diagnosis or assessment route once received.
- Report and quote — the customer receives the findings, risk level and quote before work starts.
- Return dispatch — the Royal Mail tracking details are tied back to the job record.