Once you have placed your online order you will need to accept some documents that we will send to you by email. This email will be received from [email protected]. When you receive the email you will need to click on the link and accept the documents, once you have done this the order will proceed and there is nothing further you need to do. If you miss the email one of our colleagues will give you a call to talk you through this to ensure we can get your order to you as soon as possible.
· We give you a 1-hour delivery window, so you don’t have to waste time waiting.
· We let you track your driver’s progress on a real-time map on your smartphone.
Need more info? You’ll find lots of delivery FAQs near the bottom of this page.
If you have changed your mind you can return a phone that you purchased in store if it is under 21 days old and unopened.
Just pop in to store and our helpful colleagues will assist you. Within 30 days of purchase or delivery, you may return a faulty item for an exchange or refund. Within the item's guarantee period (normally 12 months from purchase), we may offer you a prompt repair service. We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
Pay monthly phones purchased in stores vary by network: generally iD contacts can be changed or cancelled within 14 days, while Vodafone contracts cannot. These terms are subject to change, so please discuss with our helpful colleagues in-store.
If you're not at home to collect a DPD delivery, they’ll leave a card. Call the number on the card to rearrange delivery.
If you don't call DPD, they'll try to deliver on the next working day. If you're still not there they’ll try for a third time, on the next working day. If the third delivery can’t be made, DPD will keep your order for 7 days, then return it to us. We’ll contact you to arrange re-delivery.
If you can't contact DPD, or if you have any issues, please call our team on 0845 601 0410.
If you know you won’t be in during the one-hour DPD delivery slot, you can text or email them to either a) leave your order with a neighbour b) collect it from a DPD depot or c) rearrange delivery.
If you’re not at home to collect a Royal Mail delivery, and it won't fit through your letterbox, they’ll leave a card.
You usually have seven days to arrange a re-delivery or pick up the order from your local depot. After this Royal Mail will return it to us (this can take up to 21 days.) We'll then try to get in touch with you to organise a new delivery.
If we can't contact you we'll refund you the same way you paid, unless you used cash – in which case we’ll give you a cheque.
If your order hasn’t been dispatched (we'll email you when it has), you can call us on 0800 049 6248 to cancel or change it.
If we've already sent your item, you might still be able to return or exchange it. Check out our returns and exc hanges page for more info.
If there's something wrong with your product, call us on 0370 111 6565. We'll let you know if you're eligible for a return, exchange or repair.
If you're eligible for a return or exchange, we’ll let you know the best way to send it back to us (usually by post).
If you exchange your item in store, and an exact replacement isn’t available, we’ll give you a similar one of the same value.
If you're eligible for a repair, you can find out more on our repairs page.
You can’t return or exchange the following items:
If you order a phone, Pay monthly SIM card, free gift or anything else over £50, you'll get FREE next day delivery from the DPD (UK) express parcel delivery service where possible.
All other orders will be delivered by Royal Mail and usually arrive within 2-3 business days.
If you order after 9pm on weekdays or 6pm on weekends, DPD will process your delivery the next working day e.g. order after 8pm Monday, it'll be processed Tuesday and you'll get it on Wednesday.
Please allow an additional day to your delivery date for all NI or the Channel islands addresses.
Your order may be delayed for a number of reasons e.g. stock shortages or credit check issues. If it’s delayed, we’ll phone or email you to keep you updated.