Help and Support

Firstly, click the My Account button at the top of the page or here.

• If you haven't registered account before go to the light blue box at the top of page and select 'click here' in black and follow the steps to receive a registration email.
• If you have registered, enter Order ID and password then select 'I'm not a robot'

Once you have clicked on the My Account button it will take you through to the log in page. Here you will find a link to follow if you have lost your order ID.

• View current status of your order
• Claim your cashback and see when you claim
• Update us with your ported number
• Update us with your personal details
• Contact Customer Services

Of course! We will be happy to discuss a specific deal or tariff and can offer impartial advice to help find the best deal for you. Simply call 0330 678 1450 and one of our friendly sales advisors will discuss your query with you in more detail. calls charged at standard local rate and mobile rates will vary.

Release dates are constantly changing in the mobile phone market, so it is difficult to supply a definite date on our website for coming soon handsets. However, you can easily be kept informed on when a specific handset is released and becomes available for pre-order by supplying us with your email address on the relevant handset page. We will then email you with updates including letting you know as soon as the phone is released and in stock.

If you are nearing the end of your contract and would like to keep your existing mobile number and stay on the same network, there are many Upgrade options available. We offer free handsets with a number of upgrade deals on O2, EE and Vodafone, simply click here to browse our selection. You can also contact our Upgrades team on 0330 678 1450, who will be able to supply free impartial advice about specific deals. calls charged at standard local rate and mobile rates will vary.

 

When upgrading your phone you may get a new SIM card with your handset, if this is the case your current number will be moved over to your SIM within 5 days of receiving it. If not simply put your current SIM card into your new handset and you are ready to go. Depending on your network this may vary so please see the information below:

EE Customers: You will receive a new SIM card with your newly ordered handset and your old number will be moved over to your new SIM within 5 days of receiving it. Backing up numbers from your old SIM is encouraged as it will cease to work once the number porting is complete.

O2 Customers: If you received a new SIM card visit swapmysim.o2.co.uk to notify O2 of your new SIM and they will move your number and contract to this SIM.

Please note: If you have changed your tariff as part of your upgrade, please bear in mind that this may not take effect until your next billing date. For confirmation of when your new tariff will be active on your account please contact your service provider directly. EE can be contacted on 150 and O2 on 202 from your handset.

If you have changed your tariff as part of your upgrade, please bear in mind that this may not take effect until your next billing date. For confirmation of when your new tariff will be active on your account, please contact your service provider directly. EE can be contacted on 150, Vodafone on 191 and O2 on 202 from your handset.

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 within the first 14 days (subject to usage). Due to their unique tariffs, we are unable to exchange to or from Apple iPhones for another manufacturers model of handset.

Fortunately this doesn't happen too often, but in the unlikely event that your handset or free gift is faulty, then you can contact our Customer Service team on 01509 615 474. (Calls charged at standard local rate)

If you are missing something when your delivery arrives, please contact Customer Services by logging into you My Account area here, who will make arrangements to resend the missing item.

Within the first 12 months, you are entitled to a warranty fix through the Carphone Warehouse. Click here to find your nearest store. This is only available for faulty handset.
 

*We no longer fix Huawei smartphones

After the 12 months, you may be entitled to a warranty fix via your manufacturer. Details of how long manufacturers offer for warranty fixes can be found in the table below:

	Handset	Accessories	Battery
Apple	12 months	12 months	12 months
BlackBerry	24 months	12 months	12 months
HTC	24 months	12 months	12 months
LG	24 months	12 months	6 months
Motorola	12 months	12 months	12 months
Nokia	24 months	12 months	6 months
Samsung	24 months	12 months	24 months
Sony	24 months	12 months	24 months

Whether you've changed your mind or want to exchange for a different handset you will need contact our returns team by logging in to your My Account area here , who will resolve the issue as quickly as possible. For full details on Refunds, Exchanges and Fixes please read our Returns Policy.

Making returns easy

To find out if you're eligible for a return, give us a call on 01509 615 474. If you are we’ll email you a returns label which enables you to take your parcel to any of DPD's Pickup Shops and send it back to us completely free. Find your nearest Pickup shops here. Keep up-to-date with handy confirmation emails, one when it's on its way to us, and another to confirm it's reached us.

Before returning please make sure you remove any personal data that is stored on your device (including saved phone numbers). You won't be able to access it after you have returned your product.

Please make sure you include the following in your return:

• Your full name and address including postcode
• The transaction number (you'll find this on the upper right-hand corner of your invoice)
• Your product and all the accessories that came with it
• Preferably all the original packaging
• Proof of purchase
• Any free gift that came with it

If you have changed your mind and wish to return your phone, you will need to inform us within 14 calendar days. Once the return request has been accepted you will need to send the item back to our warehouse within 2 working days. Please note that if we do not receive the item within 2 working 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 14 calendar days.

If you require a faulty exchange, you need to inform us within 30 days. For a different model of the same value, you will need to request an exchange within 14 calendar days.

We will only be able to offer a refund if the goods being returned are unused and in their original packaging. Inserting your SIM card into 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.

No, you can still claim discounted line rental if you have discarded your new number in favour of your existing one as long as this number is quoted on your network bills. However, please let us know your new number so we can update our records. You can do this in your My Account area.

It's now easier to keep your exisiting number when you switch to a new contract. Simply text 65075 to request a PAC cose and passthis onto your new network. Click here for all the latest informations and our FAQ's

With Pay-As-You-Go phones you pay for what you use in advance, which is ideal for those who like to budget their spending and keep expenses to a minimum. There's no credit check to go through or financial commitment so there's no way you can run up a huge bill!

Yes, there is no limit when ordering Pay As You Go phones.

Your automatic £10 top up will be electronically sent to your account 8 days after first using your phone (allowing time for returns). If after this time, you have still not received your airtime credit then please contact our customer service team by logging in to your My Account area here. If you are an O2 Pay and Go customer, your £10 is used for a Pay and Go bundle, therefore you will not have credit available, but will have an allowance. To check your allowance, call 4444 from your O2 handset.

If you change your mind you can return your unused Pay-As-You-Go Phone within 7 days of receiving it. Please note however that we cannot offer a refund on your £10 top-up.

Q1. What's happening with my order?

We will update you by email regarding the progress of your order, or you can go to your My Account area to check the progress here.

Q2. How do I claim my cashback?

Answer

All the information you need can be found here.

Q3. Where is my parcel?

Answer:

For the most up to date information on the whereabouts of your parcel click here and enter your tracking reference number.

Q4. My handset has developed a fault - What do i do?

Answer:

If you've had your handset for longer than 30 days, you are covered by the 1 year manufacturers warranty. To get your handset fixed, you just need to pop in to your local Carphone Warehouse store and they will be happy to help. To find your nearest store click here.

If you've had your handset less than 30 days, please contact our dedicated customer services team by logging in to your My Account area here.

Q5. How do I update my address?

Answer:

Updating your address is simple, just log in to your account and edit your details here. Just click here

Contact our Customer Service

If you have any queries after you receive your order such as details about your cashback, exchanges or returns then we have the below options to help you:

My Account

You can find a lot of answers in your login area. In here you can track your delivery, get an update on the status of your cashback claim and also find answers to some of our most frequently asked questions.

Simply click My Account and enter your order number along with either your mobile number or email address.

Track your delivery

All you need is your tracking number; you will find this on your dispatch email. Simply click DPD Tracking and enter the tracking number to track your parcel or you can call DPD customer services on 08445 560 560*.

Network

For any issues relating to your airtime service such as coverage, bills or connection please contact your network provider:

O2: 202 from your O2 phone or 0344 809 0202

Orange: 150 from your Orange phone or 07973 100 150

Vodafone: 191 from your Vodafone phone or 03333 040 191

T-Mobile: 150 from your T-Mobile phone or 0845 412 500

iD: 7777 from your iD phone or 0333 003 7777

EE: 150 then 33 from your EE phone or 07953 966 250

3: 333 from your 3 phone or 0333 300 3333

Virgin: 789 from your Virgin phone or 0345 6000 789

Contact us by email

If you are an existing customer of ours, then you can email us by logging in to your My Account area. Once you're logged in, visit the 'My Helpdesk' section at the top and select 'Contact Us'.

If you are unable to find the answer to your query in the My Account area and the query is not relating to your network provider then our Customer Service Team can help regarding your after-sales queries and can be contacted by calling 01509 615 474

Usual Operating Hours

Day	Customer Services	Sales
Monday to Friday	8am until 7pm	8am until 10pm
Saturday	9am until 6pm	8am until 10pm
Sunday	10am until 5pm	8am until 10pm

Please note, we will only discuss an order with you if you are the account holder. In order to comply with the Data Protection Act we will ask you to answer some security questions before we discuss any element of your account with you. If you would like someone else to speak to us on your behalf you will need to answer these security questions before we can discuss the account with your nominated third party.

*calls charged at standard local rate and mobile rates will vary.

Sometimes the network provider of your new pay monthly contract will request a deposit prior to connection in order for you to successfully pass a credit check. We will contact you during the credit check process to confirm you are willing to proceed before continuing with the order. This deposit is then refunded by the network and issued as line rental credit onto your contract after 3 months. At this point you can also request your refund by cheque if you prefer. Please note that Mobiles.co.uk are not responsible for refunding deposits.

If we have sent you a text or email asking you to give us some more information about yourself, you can now log in to your My Account here. As soon as you log in, you'll be presented with the information we need from you on the main screen. Once you have given us the details we require, just click 'Save Changes' and that's it.

We will update you via email regarding the progress of your order, or you can log into your My Account where you track the progress of your order here.

When your order has been sent we will email you to confirm despatch from our warehouse and supply you with a tracking number for DPD. You can then track your package by clicking here

If you would like to change or cancel an order prior to dispatch, please contact our sales team on 0330 678 1450. calls charged at standard local rate and mobile rates will vary. You can see if your handset has already been dispatched by clicking here

Most of our handsets are available for free on pay monthly contracts. If your handset incurs a cost you will be billed by Mobiles.co.uk. You will receive you monthly line rental bills from your network provider. Please contact their Customer Service department for queries related to your bill or price plan.

Because of the high value of the mobile phones we send out, we can only despatch to your billing address or registered work address. This policy also helps reduce credit card fraud.

Mobile phone networks always bill a month in advance, so within a few days of getting your new mobile phone you should receive a bill for the coming month. Please be aware that your first bill maybe a pro-rata bill. Pro-rata means 'a portion'. Your bill will be pro-rated, where you will be charged a portion of your plan and receive a portion of your plans included value until your first bill date.

We are constantly updating our website with the current stock status of each mobile phone we sell, details of which can be found on the relevant handset page. We will also let you know via email if the situation has changed since playing your order. Turnover of stock is often extremely quick and this can mean on rare occasions our website may not be accurate.

If you would like to contact Mobiles.co.uk with regards to your order or online experience, then please contact our Customer Services team by logging in to your My Account area here.

We recommend you contact your network provider before using your phone abroad. They will be able to tell you everything you need to know and can set your account to ensure your phone will work in the country you are travelling to.

The products we have sold and currently sell will not be affected. You will be able to continue using these services as you normally would.

We will continue providing updates for Huawei EMUI.

Yes.

Yes, non-Google apps will not be affected.

Yes.

No, this will not have an impact.