Track your order, update your details and claim your cashback all in your account.
No need to call us.
My AccountIn the light of the current situation we are adapting our business to enable us to provide the best service to our customers whilst ensuring the safety of our employees therefore all customer service queries will be via Live Chat and Call
In our Frequently Asked Questions page you can find information about queries you may have regarding everything from how to place an order, porting your number to your new network and even using your phone abroad.
You can also find out how you can easily self-serve in our My Account area.
To download your Welcome pack click here.
Firstly, click the My Account button at the top of the page or here.
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.
Release dates are constantly changing in the mobile phone market, so it is difficult to supply a definitive 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.
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.
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.
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. Vodafone can be contacted on 191
You can check if you eligible using our Upgrade Eligibility Checker
Please note: Unfortunately we can't guarantee that the seal on your mobile phone box won't be broken. This is due to spots checks that are made in our warehouse before dispatch. If the seal has been broken when you receive your phone, this is the reason why and there is no need to contact us.
To read our returns and exchange policy please click here
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 0330 678 0520. (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 Currys. Click here to find your nearest store. This is only available for faulty handset.
*We no longer fix Huawei or Motorola 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 |
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 to 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.
To find out if you're eligible for a return, give us a call on 0330 678 0520. 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:
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. All equipment including manuals, free gifts and accessories must be returned undamaged and in the same condition they were first supplied.
For everything you need to know about number porting, visit our page here.
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 existing number when you switch to a new contract. Simply text 65075 to request a PAC code and pass this 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 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.
Please note: Unfortunately we can't guarantee that the seal on your mobile phone box won't be broken. This is due to spots checks that are made in our warehouse before despatch. If the seal has been broken when you receive your phone, this is the reason why and there is no need to contact us.
Before you contact us, please check your emails to see if we have already emailed you.
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.
Answer
All the information you need can be found here.
Answer:
For the most up to date information on the whereabouts of your parcel click here and enter your tracking reference number.
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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 Currys 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.
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Updating your address is simple, just log in to your account and edit your details here. Just click here
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:
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.
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*.
For any issues relating to your airtime service such as coverage, bills or connection please contact your network provider:
Vodafone: 191 from your Vodafone phone or 03333 040 191
iD: 7777 from your iD phone or 0333 003 7777
Virgin: 789 from your Virgin phone or 0345 6000 789
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 0330 678 0520
Day | Customer Services | Sales |
---|---|---|
Monday to Friday |
8am until 7pm |
9am until 7pm |
Saturday |
9am until 6pm |
9am until 5:30pm |
Sunday |
10am until 5pm |
Closed |
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.
Following the news that Google is restricting the use of its operating system on Huawei handsets, Huawei has confirmed that they will continue to support security updates and after-sales support to all existing Huawei and Honor smartphone and tablet products, covering all those products that have been sold and that are in stock globally.
Google has also confirmed Google Play and Google Play Protect will continue to work.
When we hear more from Huawei or Google, we will share any further updates.
In the meantime, Huawei has provided a statement and an FAQ for customers who own their handsets. These are below.
As Huawei has confirmed ongoing support for existing devices our Returns and Exchange policy remains in place.
If you have any questions or need help buying a new phone, please contact us on 0330 678 1450 (Calls billed at standard local rate. Mobile rates may vary, please check with your service provider if unsure).
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, non-Google apps will not be affected.
No, this will not have an impact.