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, however you can 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: Return period is within 14 calendar days. 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)
In the rare case that a SIM card is missing or faulty you will need to contact the network directly. iD customers can go into a Currys store or call iD customer services on 0333 003 7777. Vodafone customers can go into a Vodafone store or call Vodafone customer services on 0333 304 0191.
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.
*For Motorola and Real Me devices you will need to contact the manufacturer directly for repairs
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 | |
|---|---|---|---|
|
Alcatel |
24 months |
12 months |
12 months |
|
Apple |
12 months |
12 months |
12 months |
|
Doro |
24 months |
12 months |
12 months |
|
|
24 months |
24 months |
24 months |
|
Honor |
24 months |
6 months |
24 months |
|
Motorola |
24 months |
24 months |
24 months |
|
Oppo |
24 months |
24 months |
24 months |
|
Realme |
24 months |
24 months |
24 months |
|
Samsung |
24 months |
12 months |
24 months |
|
TCL |
24 months |
12 months |
12 months |
|
Xiaomi |
24 months |
24 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 14 calendar days from the date you request the return. Please note that if we do not receive the item within 14 calendar days of authorising a return then the return process will be cancelled and the item in question will be sent back to you.
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.
If you cancel your order before the end of the 14-day returns period and we’ve started to provide you with any of the services, you may lose any offers or discounts that may have been applied to other services you’ve decided to keep.
In addition, you’ll need to pay for:
- Any line rental (Including extras and/or add-on services) on a pro rata basis
- Any use of the services not covered by the line rental (international calls, roaming, premium rate calls) for the period up to the date your service(s) is/are disconnected. If you need to return a device, disconnection will occur after it has been received by the network. More information, including how to calculate your early termination fee, is provided in the charges guide or price guide for each service. You’ll also need to pay for any one-off upfront costs in respect of any activation, installation, or other services and maintenance fees you’ve agreed to, in order to obtain any of the services. These charges will have been provided to you in your order form, charges guide or price guide.
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 and pass this onto your new network. Click here for all the latest information and our FAQ's
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.
Answer:
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.
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 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.
Answer:
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
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
Please find our opening hours here.
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.
