Returns

Please let us know why you’d like to return your phone.

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  I’m having problems with my mobile signal.

  Try these solutions;
  
  1) Depending on what phone you have, you can use your home or work WiFi to seamlessly send texts and make calls - even without signal.
  
  Setting Up O2 WiFi Calling
  Information can be found on O2’s website.
  
  Setting Up Three Wi-Fi Calling
  Information can be found on Three’s website.
  
  Setting Up Vodafone Wi-Fi Calling
  Information can be found on Vodafone's website.
  
  Setting Up Talkmobile Wi-Fi Calling
  Information can be found on Talkmobile’s website.
  
  2) Make sure your network/carrier settings are up to date. On iPhone, go to Settings > General > About. If an update is available, you’ll get an option to update your carrier settings. On Android, try updating the software in your Settings. You may also need to update your network/carrier version, either from your Settings app, or by going into your Phone app, then pressing the Menu icon followed by Settings. In there, you might find an option to update the version.
  
  3) If you’ve tried Solution 2 above, and you can’t get signal anywhere, your SIM might be faulty. Try it in another phone on the same network, and if that device doesn’t receive any signal, please contact your network directly to order a replacement SIM and SIM swap.
  
  

  O2: 0344 809 0202

  Three: 0333 338 1001

  Vodafone: 0333 304 0191

  Talkmobile: 0333 304 8064.

  
  
  4) If you insert your SIM card into another phone on the same network, and it does get signal, your phone could be faulty. You might need to organise an exchange or repair using our live chat option.
  
  
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  My mobile phone is faulty.

  Please see our Faulty Products page for help and advice.
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  I’d like a different colour or phone.

  If you’re within the 14-day return period, your phone is in pristine condition and you meet our other Terms, we may be able to arrange a different colour or phone for you. Please see how to return your phone.
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  I’d like a different deal or network.

  If you’re within the 14-day return period, your phone is in pristine condition and you meet our other Terms, we may be able to arrange a different mobile phone contract for you. Please see how to return your phone.
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  I received more phones than expected. What do I do?

  Please see how to return your phone.
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  I lost my phone. What do I do?

  Try locating it using Find My iPhone (for iPhones) or Find My Device (for Androids). If you can’t track it down, contact your network to cancel your SIM card and get a replacement.
  
  

  O2: 0344 809 0202.

  Three: 0333 338 1001.

  Vodafone: 0333 304 0191.

  Talkmobile: 0333 304 8064.

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  How do I get refunded?

  If your order hasn’t shipped yet, we’ll return any money you’ve paid as soon as you cancel. Funds can take up to five working days to return to your account, although it can take longer depending on your bank. Contact your bank directly for updates.
  
  If your order has shipped, you’ve returned your phone to us and we’ve cancelled your network contract, please allow 14 days (from the day your cancellation is confirmed) for any funds you’ve paid to return to your account. It can take longer depending on your bank. Contact your bank directly for updates.
  
  As for network charges, please allow up to 28 days (from the day your cancellation is confirmed) for any funds to return to your account. For more information on network refunds, please contact your network directly.
  
  

  O2: 0344 809 0202

  Three: 0333 338 1001

  Vodafone: 0333 304 0191

  Talkmobile: 0333 304 8064.

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  Do I need to include the charger and any accessories when I return my mobile?

  As well as the phone, we require all the original contents, including the box, charger and any other accessories, all in pristine condition. If any accessories are used, damaged, or missing, you may be charged. Please see how to return your phone for more detail.
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  I’d like to keep my phone. Can I stop the return?

  Please contact us as soon as possible on 0345 413 6210 (Option 2 followed by Option 2 again) or get in touch with us via live chat to check the status of your return. We may be able to stop it in time.



How to Return Your Phone

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  How long do I have to return my phone?

  You have 14 days to return it, so long as:
  
  1) The phone is in a pristine condition;
  2) The original box and all accessories are returned undamaged;
  3) Any additional gift or promotional products are returned undamaged;
  4) You have removed any locks or passwords, and the phone is reset to factory settings.
  
  To arrange the return of your phone, please call us on 0345 413 6210.
  
  Our Returns Terms can be found here: Terms and Conditions.
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  How do I return my phone?

  You have 14 days to return it, so long as:
  
  1) The phone is in a pristine condition;
  2) The original box and all accessories are returned undamaged;
  3) Any additional gift or promotional products are returned undamaged;
  4) You have removed any locks or passwords, and the phone is reset to factory settings.
  
  To arrange the return of your phone, please please contact us on live chat.
  
  Our Returns Terms can be found here: Terms and Conditions.