· 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.
All phones, Pay monthly SIM cards, free gifts and anything else over £50 will be delivered by DPD.
All non-handsets under £50 will be sent by Royal Mail first class post.
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 return or exchange most products bought online or over the phone within 14 days.
For more information, please see our returns policy
* Pay as you go, SIM-free phones, & SIM-free /PAYG Tablets
You can’t return or exchange the following items:
Check what condition your products need to be in to qualify for a return or exchange.
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.
The Carphone Warehouse Ltd is authorised and regulated by the Financial Conduct Authority. Registered Office: 1 Portal Way, London W3 6RS, Registered in England No. 2142673. © Dixons Carphone PLC 2019
