Help and Support

We hope that you will be happy with your new purchase, but if for any reason you are not satisfied, you can arrange to exchange your phone for another or return it to us for a full refund (subject to usage).

Fortunately this does not happen too often, but in the unlikely event that your handset or free gift is faulty then you can contact our returns team on 0871 220 3581 who will make arrangements to send a replacement.

Please note: Charges for calls from landlines and mobile phones may vary.

If you are missing something when your delivery arrives please contact customer services on 0871 220 3581, who will make arrangements to resend the missing item.

Please note: Charges for calls from landlines and mobile phones may vary.

With Phone Care insurance you can get your damaged phone repaired for free at a Carphone Warehouse store.

For a faulty handset you can send it back to us for an exchange if it falls within the 28 days exchange period. Outside this time you will need to visit a Carphone Warehouse store/repair centre, (or another authorised repairer) who will fix it under the manufacturer's warranty. This can take up to 28 days, whereby you will be supplied a temporary phone in the interim.

Please note: if you have Phone Care insurance you can request a Handset and Battery replacement which is signifcantly quicker.

For details of your nearest Carphone repair centre please click here .

Whether you've changed your mind, want to exchange for a different handset or are reporting goods as faulty, you will need to call our returns team on 0871 220 3581, who will resolve the issue as quickly as possible. When returning the item to our warehouse you will need to quote your reference number (supplied by our returns team), and attach a copy of your delivery invoice. For full details on Refunds, Exchanges and Repairs please read our Returns Policy.

Please note: Charges for calls from landlines and mobile phones may vary.

If you have changed your mind and wish to return your phone, you will need to inform us within 7 days. Once the return request has been accepted you will need to send the item back to our warehouse within 2 days. Please note that if we do not receive the item within 2 days of authorising a return then the return process will be cancelled and the item in question will be sent back to you. Upgrade and Pay as You Go phones will also need to be returned within 7 days.

If you wish to exchange the handset for a like for like model you will need to inform us within 28 days. For a different model of the same value, you will need to request an exchange within 14 days.

We will only be able to offer a refund if the goods being returned are unused and in their original packaging. Activating your SIM card or the handset will signify acceptance of your contract and you will therefore not be entitled to return your handset or cancel your contract. All equipment including manuals, free gifts and accessories must be returned undamaged and in the same condition they were first supplied.