Frequently Asked Questions

Q: I've Received My Phone - When Will The Rest Of My Bundle Deal Arrive?

If I have ordered a bundle, when will this arrive? Subject to manufacturer and supplier availability, we aim to dispatch your bundle 15 days after the delivery of your handset. Should the 15th day fall on a weekend or Bank Holiday then your bundle will be dispatched the following working day. If you are not entirely satisfied with your handset and wish to exchange the product, this may also cause a delay to the delivery of your bundle. Do I have to claim my bundle? No, your bundle product will be sent automatically so you don’t have to do anything. What should I do if I haven’t received my bundle within 28 days? Please let us know if you haven’t received your bundle and we will ensure we do our up-most to assist you with the prompt delivery of your product. What happens if I miss delivery of my bundle? Not to worry, if you miss delivery of your bundle you will be left a calling card and this will allow you to pick up your bundle at the nearest courier depot. Christmas bundles Please note – if you’re intending to order a bundle deal in time for Christmas we advise you to place your order before the 5th of December.

Question 1

Ordered an iPhone 13?

Accepted Answer

Thank you for placing your order on the iPhone 13 range. We will do everything we can to get your handset to you on the expected delivery date, but we’re aware of supply chain delays and a global market shortage at the moment. Due to this, dates may change but don't worry, we'll let you know if that happens via email or SMS. We hope you're as excited as we are about your shiny new handset!

Question 2

How Do I Claim Cashback?

Accepted Answer

We have two types of cashback offer - redemption and automatic.

Redemption Cashback: This type of cashback is paid out in 5 installments over the length of your contract. You need to claim it in order for it to be paid. To claim your cashback and for more information, click here.

Once approved, the cashback is paid within 14 working days.

Automatic Cashback: This type of cashback is all done for you, with no need for you to claim it yourself. It'll be paid within 90 days of your new connection being set up. You won't be entitled to any cashback if you disconnect your phone or cancel before the payment is made.

Question 3

How can I keep my number?

Accepted Answer

Simply contact your previous network provider or text ‘PAC’ to 65075 to get a code valid for 30 days. This won’t disrupt your service.

Once you’ve received your new sim, you need to put it into a handset to activate the process. The network provider will then port across your number, but this can take up to 2 working days. If there’s any delay with this, please contact your network.

Three
Vodafone
O2

Question 4

Where Can I Find More Information About SMARTY?

Accepted Answer

SMARTY is commitment-free mobile
Choose between our plans, order your SIM and activate when it arrives. There’s no minimum contract, you can cancel at anytime or change plans monthly, with no strings attached.

SMARTY connects to the 4G and 3G network wherever it can. SMARTY is not compatible with 2G handsets.

Check your coverage

Can I read more on pricing?

Everything you need to know about our: prices, discounts, offers and add-ons if you’re a customer of ours.

See our price guide.

Can I use my plan when I travel?

You can now use your SMARTY plan abroad. In the EU it works like normal up to 20GB. Outside the EU, or to call internationally, you need to add an “Out of plan” add-on.

How does calling abroad work?

You can now use SMARTY to make calls to other countries from the UK. International calls and texts are taken from your “Out of plan” add-ons.

How can I contact SMARTY?

The SMARTY team are available to chat online 9am to 5pm, 7 days a week (excluding Christmas and New Year’s Day Bank Holidays).

Question 5

I've Received My Phone - When Will The Rest Of My Bundle Deal Arrive?

Accepted Answer

If I have ordered a bundle, when will this arrive?

Subject to manufacturer and supplier availability, we aim to dispatch your bundle 15 days after the delivery of your handset. Should the 15th day fall on a weekend or Bank Holiday then your bundle will be dispatched the following working day. If you are not entirely satisfied with your handset and wish to exchange the product, this may also cause a delay to the delivery of your bundle.

Do I have to claim my bundle?

No, your bundle product will be sent automatically so you don’t have to do anything.

What should I do if I haven’t received my bundle within 28 days?

Please let us know if you haven’t received your bundle and we will ensure we do our up-most to assist you with the prompt delivery of your product.

What happens if I miss delivery of my bundle?

Not to worry, if you miss delivery of your bundle you will be left a calling card and this will allow you to pick up your bundle at the nearest courier depot.

Christmas bundles

Please note – if you’re intending to order a bundle deal in time for Christmas we advise you to place your order before the 5th of December.

Question 6

Discount Codes

Accepted Answer

From time to time we may offer discount codes on selected products. Discount codes will be available for limited time, all you need to do it enter them in checkout to enjoy your discount. If you are returning part of an order that has had a discount code applied, your refund will be for the full amount minus the discount applied.

We may, from time to time, also send you a unique discount code. This will have been generated especially for you and can only be used once.

Question 7

How much do add-ons cost?

Accepted Answer

If you run out of data, data add-ons are £1 per GB - the same as it costs on our Data discount plans. To call an 084 or 087 number you can add an “Out of plan” add-on in £5 increments. Add-ons don’t expire.

Question 8

Delivery and Order Tracking

Accepted Answer

When will my order be delivered?

Orders placed before 8pm Monday - Friday or before 4pm Friday - Sunday will be delivered within 24 hours (except on bank holidays). This is subject to same day credit/security check approval and stock availability. Mobile Phones Direct currently uses DPD to dispatch your new phone.

We may stagger the delivery for multiple orders placed at the same time, this is to ensure we don’t encounter any blocks from the network when we process the connection and also to protect our customers from fraudulent activity.

How can I check on my order status?

You can check your order status by logging in to the account section of the website which can be found here. Once in your account, click on ‘order tracking’ and this will show you the status of any orders you have placed. You will also be updated via email on the process of your order.

Can I track my order once it is shipped?

Once your order is ready to send out to you, an ‘order dispatched’ email containing your order tracking reference number will be sent to you. You can use this to track your order via the DPD website here.

Can you tell me what time my delivery will be with me?

DPD will provide a one hour delivery slot as a guide to when your parcel should be with you. As above, simply use the tracking information provided to you in your “order dispatched” email where you will find details of your delivery slot and the current progress of your parcel.

Can I upgrade my delivery with DPD?

Using the ‘Your DPD’ App, you will be able to delay or upgrade your delivery for an earlier time. We currently do not offer the DPD services for DPD Pickup Shop, deliver to your preferred neighbour or leave at a ‘safe place’.

What happens if I am not in to receive my parcel?

Simply visit the tracking information on DPD’s website (as provided in your “order dispatched” email) where you will be able to schedule a re-delivery.

Can I ship to another address other than my billing address?

Due to the high value of the goods being shipped, we can ONLY dispatch goods to the billing address provided.

If I have ordered a gift, when will this arrive?

Subject to manufacturer and supplier availability, we aim to despatch your gift within 15 days of you receiving your handset, and deliver this within 16 - 18 days. Please note that in some circumstances where demand for your gift is high, delivery of gifts could take up to 28 days from receipt of handset. For this we apologise.

Do you deliver to outside the United Kingdom?

Mobile Phones Direct only ship and operate within the UK, we also only accept GBP Sterling on all payments.

Deliveries to Northern Scotland, Channel islands and Northern Ireland and can take up to 3 working days, please refer to the table below for applicable postcodes

Location	Postcode
Aberdeen	AB31-35, AB41-54
Northern Highlands	AB36-38, AB55-56
Northern Highlands	HS1-HS9
Northern Highlands	IV (All)
Northern Highlands	KW0-KW14
Northern Highlands	PH19-PH29, PH32-PH33, PH45-PH48
Argyll	FK17-FK21
Argyll	KA28
Argyll	PA20-PA78
Argyll	PH30-31, PH34-44, PH49-99
Arran	KA27
Orkney Shetland	KW15 - KW17
Orkney Shetland	ZE (All)
Dundee	PH15 - PH18
Northern Ireland	BT(All)
Guernsey	GY9
Isle of Man	IM (All)
Cornwall	TR (All)

Question 9

Can I tether while roaming?

Accepted Answer

Yes. If you’re travelling in the EU, everything works like home. Data comes out of your monthly allowance or data add-ons. Please see our price guide for information on our Fair Use Policy.

Outside the EU, you need to add an “Out of plan” add-on. See the prices where you’re going.

Question 10

Do all plans get money back?

Accepted Answer

No. Only Data Discount plans get money back for unused data. Look for the “Money back” icon on Data Discount plans.

Question 11

Can I read more on pricing?

Accepted Answer

Everything you need to know about our: prices, discounts, offers and add-ons if you’re a customer of ours.

See our price guide.

Question 12

Keep My Number (PAC and STAC)

Accepted Answer

What is Text to Switch?

Text to Switch is a free text message service whereby you can obtain your PAC or STAC code for number porting or network termination.

What is a PAC code?

A PAC code, otherwise known as a Port Authorisation Code is a unique code that is issued by network providers which allow you to ‘port’ (move) your number over from one network to another.

How do I get my PAC code?

To get your PAC code, simply text ‘PAC’ to 65075, free of charge. You will receive your code via text and it will be valid for 30 days. You can then enter it at the checkout point when purchasing your new phone. To activate the process, put your new sim into a handset. If you have already purchased a new phone, contact your new network directly and give them the code so they can move your number over. The network provider will then port across your number, but this can take up to 2 working days. If there’s any delay with this, please contact your network.

Three
Vodafone
O2

What is a STAC code?

A STAC code, otherwise known as a Service Termination Authorisation Code is a unique code that is issued by network providers which allow you to cancel your existing contract.

How do I get my STAC code?

To get your STAC code, simply text ‘STAC’ to 75075, free of charge. You will receive your code via text and it will be valid for 30 days. To terminate your existing contract, enter the code at the checkout of your new handset purchase. If you have already purchased it, contact your new network directly and give them the code so they can terminate your current network contract. This normally takes 1 working day until your contract with the old provider will cease and you will no longer be billed.

Question 13

How's the coverage?

Accepted Answer

SMARTY connects to the 4G and 3G network wherever it can. SMARTY is not compatible with 2G handsets.

Check your coverage

Question 14

When Can I Upgrade With My Existing Network?

Accepted Answer

For Vodafone customers, upgrades can be performed 75 days from the contract end date and for O2 we can upgrade 30 days from the contract end date. We currently do not offer upgrades for Three customers.

Please note you can only upgrade on your existing network. If you are looking at deals on a new network, please refer to our PAC and STAC FAQ.

Question 15

How does calling abroad work?

Accepted Answer

You can now use SMARTY to make calls to other countries from the UK. International calls and texts are taken from your “Out of plan” add-ons.

Question 16

Can I use my plan when I travel?

Accepted Answer

You can now use your SMARTY plan abroad. In the EU it works like normal up to 20GB. Outside the EU, or to call internationally, you need to add an “Out of plan” add-on.

Question 17

When Will My Phone Be Connected To The Network?

Accepted Answer

Soon after we have dispatched your phone, we will process the connection to your chosen tariff, and notify you as soon as you have been connected to the network.

When you receive your new phone from Mobile Phones Direct, it will include your new SIM card. Activation of the card can take up to 12 hours. In the exceptional case that the phone is not connected to the network after 12 hours, please get in contact with Mobile Phones Direct’s customer service team, who will be more than happy to assist you in any way. Please do not contact the network directly within this 12 hour period.

Question 18

Why Have I Been Asked For Additional Proof Of Identity?

Accepted Answer

When processing a network credit check or for a SIM Free deal, we may need to see additional identification for anti-fraud purposes. This is for your protection as a customer.

What additional identification may I be asked to provide?

A copy of your Passport or Driving Licence, plus
A Bank Statement or Utility Bill dated within the last 3 months.

This needs to be an original copy due to the network not accepting on-line bills or photocopies. They will accept a Catalogue bill with a named address but this must be dated within the last 3 months.

Question 19

What Is Mobile Trade-In?

Accepted Answer

Simply put, you get paid for your old phone shortly after you buy your new phone.

Find a new phone, and tell us about your old phone
Apply your trade-in before choosing the right deal
Get your new phone* with a postage pack
Get paid the same day we receive your trade-in

*Shipment is subject to stock availability and credit status

Do all phones qualify to trade-in an old device?

We’ve chosen some of our best handsets that can have a trade-in applied. This selection helps us give you the best price we can, and will change from time to time. You’ll know if a trade-in is available on your new handset wherever you see the option to ‘Apply Trade-In’.

How do I send my old phone back?

When you get your new phone, we’ll send you a yellow bag in the box. This will have a label on the front with the address. You’ll need to take this to your local post-office and get a receipt of postage. You will need to ensure your phone is secure and protected.

You will not have to pay for sending back you old phone, and we’ll get it within 48 hours. This delivery method insures your device for up to £100.

Can I change my mind?

Once your trade-in has been received, it will be reviewed immediately, and if it meets the correct condition criteria, you will paid straight away. At this point, you will be unable to request a return of your old phone.

What is an activation lock?

Before you send back your old phone, you must make sure that you sign out of either your iCloud, or Google account. This is also known as ‘Find my iPhone’ or ‘Factory Reset Protection’

This ‘lock’ means that your device cannot be traded-in as we cannot wipe the data from it.

Who provides the Trade-In service?

We’ve partnered up with MTR Group Ltd to offer our customers the option to trade in.

If you choose to trade-in, you will be selling your old device to MTR Group Ltd for an agreed price. They will assess your device meets the trade-in criteria before they make a bank transfer to you directly. Mobile Phones Direct will not be making the payment, but you will receive regular updates about your trade in from us.

Registered office: 10 The Spire Green Centre, The Pinnacles, Harlow, United Kingdom, CM19 5TR Company number 07839241

Where can I find the terms & conditions?

In addition to Mobile Phones Direct’s Terms and conditions, as the trade-in service is provided by MTR Group Ltd, their terms and conditions can be found here.

Question 20

Extra Trade-In Information

Accepted Answer

If I'm considering Trade-In, what condition does my phone need to be in?

Fully Working

Turns on and off
Must be fully functional and complete
Is not PIN locked
No software or hardware faults
Screen/LCD not cracked
Not liquid damaged
Average wear and tear acceptable
Is not “jail-broken” or similar and that the firmware has not been altered
Is original and meets the manufacturer’s original UK specifications.
Is owned by you
Includes its battery within the casing
Is not crushed or liquid-damaged.
Has not been opened or tampered with

Faulty / Broken

No missing parts
Intact, not bent in half or crushed
Screen/LCD can be cracked
Is owned by you
Includes its battery within the casing
Is not crushed or liquid-damaged.
Has not been opened or tampered with

Why have I been emailed a re-quote?

When telling us about your old phone, you will have selected a device make and model, and specified the condition it is in. This all have to be verified when we get your old phone so we can pay you the correct amount. If it does not match the same description, we will email you with an updated offer which you will need to Accept or Decline using the links in the email.

If you Accept the ‘Re-Quote’, we’ll continue to payout, but if you Decline, your device will be sent out the same day using tracked post.

What about my data on my old phone?

We recommend you perform your own data back-up and data removal before sending back your phone. While we will attempt to wipe all data from the phone, there are some instances where we might not be able to do this, for example if the device is faulty. However, if your phone has been data wiped by our service, we generate a “Blackbelt Datawipe Report” to ensure all data is removed beyond realistic recovery.

What if my device is Blacklisted?

All returned devices will be checked against GSMA database of lost and stolen property. This forms part of a legal obligation to perform due diligence on all property that is returned.

The MTR Group Ltd. are required by law to quarantine any blacklisted device for 28 days and will be unable to pay for it unless the lost/stolen records associated with it are cleared. Once the device is clear of these records, you can notify Mobile Phones Direct using trade-in@mobilephonesdirect.co.uk so that the records can be re-checked.

Please be aware that UK legislation states that MTR Group Ltd. cannot, under any circumstances, return or pay for any mobile phone or device while there is any question on its legal status. If the lost/stolen records on this device are not cleared before (28 days), MTR Group Ltd. will be required by law to confiscate the device and dispose of it accordingly.

How quick do I get paid?

As soon as your device has been cleared for payment, you will be paid directly by MTR Group Ltd using a same-day bank transfer (also known as faster payment).

Keep an eye out on your statement as we’ll also include a payment reference that includes your trade-in ID (e.g. MPDTRADEIN 1234)

Question 21

If you have AO Care mobile insurance (for customers who purchased a policy from 14 Dec 2020)

Accepted Answer

Can I still purchase AO Care if my phone already has a manufacturer’s guarantee?

Whilst your mobile phone comes with a manufacturer’s guarantee, this only covers you for mechanical breakdowns. What this won’t cover is immediate protection against accidents (including damage caused by cracked screens or liquids).

Also, once your manufacturer’s guarantee expires, AO Care will automatically cover your mobile phone for mechanical breakdowns.

With unlimited repairs (including parts and labour), protect your new mobile phone for that extra peace of mind.

Who does my policy cover?

The cover extends to usage of the mobile phone by you or your spouse, domestic partner or civil partner, children (including adopted and foster children) and any other relative permanently residing with you. Cover excludes usage of the mobile phone by tenants or lodgers.

Am I covered whilst away on holiday?

Your mobile phone is covered under this policy while it is situated anywhere in the world. However, any repairs or replacement provided under this policy will only be carried out within the United Kingdom.

Are there any restrictions on cover?

You must be at least 18 years old and resident in the United Kingdom to be eligible. Your mobile phone must be in good working order when the policy starts and have been bought from ao.com, ao-mobile.com or Mobile Phones Direct, all trading names of AO Retail Limited.

When does my cover start and end?

The policy period begins on the ‘start date’, as specified in your certificate, and continues indefinitely until cancelled or brought to an end in accordance with the policy terms and conditions. You’ll be contacted by post, telephone, email or SMS every 12 months to remind you of the benefits and cost of your protection.

How and when is my premium collected?

Your premiums will be collected by Direct Debit, as set out in the payment schedule within your policy documentation.

The first month payment will be collected approximately two to four weeks after the start date of your policy. All subsequent monthly payments will be collected on the 1st day of each calendar month (or the next working day if a weekend or bank holiday). This means that the second payment may be collected approximately two weeks after the first payment.

If you wish to change the nominated payment date, please call Domestic & General on 0333 000 4967* or write to Domestic & General Insurance PLC, Leicester House, 17 Leicester Street, Bedworth, Warwickshire CV12 8JP.

*Calls cost up to 13p a minute plus your phone company’s access charge. Calls from mobiles may cost considerably more. Lines are open, at a minimum, from 9am to 5pm, Monday to Friday (except public holidays).

Who is the insurer?

AO Care is provided by Domestic & General Insurance PLC. Domestic & General Insurance PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register Number 202111.

Is cosmetic damage covered?

AO Care covers accidental damage (including cracked screens) if this results in your mobile phone no longer being in good working order. Your mobile phone will not be repaired or replaced if it only suffers cosmetic damage, such as damage to paintwork, dents or scratches.

Will you cover my mobile phone accessories?

AO Care only covers the cost of replacing any accessories that were included in the original packaging of the mobile phone and damaged with the mobile phone.

I cancelled my Direct Debit by accident, what should I do?

If you've cancelled your Direct Debit by accident, don't worry. Please call Domestic & General free on 0800 597 8635 (8am to 8pm, 365 days a year) to reinstate your monthly Direct Debit and reactivate your AO Care policy.

How do I make a claim?

To make a claim, please call Domestic & General as soon as possible on 0333 000 4967*. You will need to tell Domestic & General your product’s IMEI number and you must ensure that all blocks are removed from your product before you continue with the claim.

For every accepted claim Domestic & General will at their option either authorise a repair of your product or arrange a replacement or pay the cost of a replacement product.

*Calls cost up to 13p a minute plus your phone company’s access charge. Calls from mobiles may cost considerably more. Lines are open, at a minimum, from 9am to 5pm, Monday to Friday (except public holidays). Calls may be recorded and monitored for quality and training purposes.

What is an IMEI Number and how can I find mine?

Also known as an international mobile equipment identity number, the unique identifying number assigned to nearly every mobile phone. It is a 15-digit string, typically found behind the battery or SIM gate.

Is there an excess?

Yes. You must pay the excess set out below each time you make a claim, unless you are claiming for a breakdown and it is within 30 days of you having already paid an excess for a previous breakdown repair to the same mobile phone.

The excess will be payable for each accidental damage claim you make for your mobile phone regardless of any previous claim. If Domestic & General return your mobile phone to you and no work has been carried out, you will be entitled to have the excess you have paid refunded to you.

Purchase price of your mobile phone	Excess per claim
Up to £299.99	£30
£300 - £399.99	£40
£400 - £499.99	£50
£500 - £599.99	£60
£600 - £799.99	£75
£800 - £999.99	£90
£1000 or more	£99

What happens if my phone can’t be repaired?

For accepted claims, Domestic & General may decide to provide you with a replacement rather than complete a repair. Where Domestic & General replace your mobile phone, they will (at their discretion) arrange for you to receive either a new mobile phone (of the same or similar make and technical specification), a remanufactured mobile phone (of the same or similar make and technical specification), a refurbished mobile phone (of the same or similar make and technical specification), or give you vouchers that will be equal to the current retail price of a new mobile phone of the same or similar make and technical specification. Domestic & General cannot guarantee that it will be the same model or colour as your original mobile phone and will not include any stored information that you had added to your original mobile phone.

If Domestic & General provide you with a replacement, your policy will continue on the replacement mobile phone as if it were the original mobile phone. Domestic & General will update their records to reflect the IMEI number of your replacement mobile phone.

If Domestic & General have provided you with a voucher instead, your policy will end immediately, and no premium will be refunded.

How do I cancel my policy?

If you wish to cancel your policy, please call on 0800 597 8635 (8am to 8pm, 365 days a year). You can also cancel by writing to Domestic & General Insurance PLC, Leicester House, 17 Leicester Street, Bedworth, Warwickshire CV12 8JP.

If you tell your bank to cancel your Direct Debit Instruction, but do not contact Domestic & General first, they will not immediately cancel your policy. If you do wish to cancel, please contact Domestic & General directly prior to cancelling your Direct Debit to avoid any communications regarding outstanding payments.

Your Rights to Cancel During the Cooling Off Period

The ‘cooling off period’ is the fourteen (14) day period from receipt of your documentation or from the policy start date, whichever is later.

If you change your mind during the cooling off period, you can cancel your policy and you’ll receive a refund of any premium paid. However, if your policy automatically ends or is cancelled by Domestic & General, these rights do not apply (see ‘Our right to cancel your policy or bring it to an end’ in your policy documentation).

Your Rights to Cancel After the Cooling Off Period

If you cancel your policy after the cooling off period, your policy will remain in place until the end of the period for which you have already paid, and you will not receive any refund.

How do I make a complaint?

If you wish to complain or you are unhappy with the service provided, please call Domestic & General on 0333 000 4967* or write to Domestic & General Insurance PLC, Leicester House, 17 Leicester Street, Bedworth, Warwickshire CV12 8JP. If you are not satisfied with how Domestic & General respond and if your complaint relates to your policy or how your policy was sold to you, you can then ask the Financial Ombudsman Service (FOS) to review your case. You have the right to refer your complaint to the FOS within six months of receiving the final response from Domestic and General. They can be contacted at: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, on the website http://financial-ombudsman.org.uk/, or by email at: complaint.info@financial-ombudsman.org.uk

Referral of your complaint to the FOS does not affect your right to take legal proceedings.

*Calls cost up to 13p a minute plus your phone company’s access charge. Calls from mobiles may cost considerably more. Lines are open, at a minimum, from 9am to 5pm, Monday to Friday (except public holidays). Calls may be recorded and monitored for quality and training purposes.

Does the Financial Services Compensation Scheme apply?

Domestic & General are covered by the Financial Services Compensation Scheme. If Domestic & General cannot meet their obligations to you under the policy, compensation may be available to cover these obligations. The compensation provides for 90% of any claim with no upper limit on the amount of the claim. Full details are available at www.fscs.org.uk or by writing to them at: FSCS, 10th Floor, Beaufort House, 15 St Botolph Street, London EC3A 7QU. Tel 0800 678 1100.

I can’t find the answer to my question, what should I do?

Please call Domestic & General on 0333 000 4967* or write to Domestic & General Insurance PLC, Leicester House, 17 Leicester Street, Bedworth, Warwickshire CV12 8JP.

*Calls cost up to 13p a minute plus your phone company’s access charge. Calls from mobiles may cost considerably more. Lines are open, at a minimum, from 9am to 5pm, Monday to Friday (except public holidays). Calls may be recorded and monitored for quality

and training purposes.

Question 22

If your mobile insurance is with Citymain (for customers who purchased a policy up to 13 Dec 2020)

Accepted Answer

How can I make an enquiry about my insurance?

Your policy is administered by Citymain Administrators Ltd. You can call them on 0333 999 7906 (local rate call) or write to: Citymain Administrators Limited, 3000 Lakeside, North Harbour, Western Road, Portsmouth, PO6 3FQ.

How or where do Citymain obtain my details?

When you purchase your phone from us, provided you have agreed to the insurance option, your bank details are then included within the insurance scheme. The Direct Debit Guarantee is given to you during the sale process detailing all the safeguards of the paperless Direct Debit scheme. Citymain write to each customer confirming the cover and giving confirmation of the Direct Debit set up. On month two Citymain will collect the monthly premium by Direct Debit from your account

How much is my premium and how will it be collected?

Phone insurance and technical support is optional, and is charged at £9.99 monthly after your first month and can be cancelled at any time and will be collected by Direct Debit from month 2 onwards from your bank account.

When does my insurance cover commence?

Providing you have agreed to purchase the insurance option, your phone is covered from when you receive your phone. Cover continues from month two onwards subject to you having paid the monthly premium by Direct Debit.

Am I able to benefit from this insurance if I live outside the UK?

Regretfully the coverage is only available to those people who are permanently resident in the United Kingdom. If you reside in any other country such as the United States we regret that we are not able to provide insurance. If you are a UK permanent resident, you are covered for up to 90 days world-wide cover in any one year.

What am I covered for?

This policy covers you for Theft, Accidental Damage and Mechanical Breakdown.

Why shouldn't I cover this under my household Insurance?

This policy is a dedicated insurance policy especially for mobile phones, ensuring rapid replacement or repair of your handset once your claim has been accepted. Household policies often have a much higher excess and a claim for your mobile phone will more than likely affect your no claims bonus.

How do I make a complaint?

It is the intention to give You the best possible service but if You do have any questions or concerns about this insurance or the handling of a claim You should in the first instance, contact the Administrator either by post to:

Customer Relations Manager, Citymain Administrators Limited, 3000 Lakeside, North Harbour, Western Road, Portsmouth, PO6 3EN

Email: customerrelations@spbuk.com

If your complaint about the sale of your policy cannot be resolved by the end of the next working day, your agent will pass it to:

Customer Relations Department, UK General Insurance Limited, Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds, LS10 1RJ

Tel: 0345 218 2685

Email: customerrelations@ukgeneral.co.uk

If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover of less than £6.5million and fewer than 50 staff or have a balance sheet total of less than £5 million. You may contact the Financial Ombudsman Service at:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 08000 234 567 (free for people phoning from a “fixed line”, i.e. a landline at home) or 0300 123 9 123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02) Email: complaint.info@financial-ombudsman.org.uk

Web address: www.financial-ombudsman.org.uk.

You are able to seek to refer your complaint to the Financial Ombudsman Service at any time for an independent review.

If you wish to complain about an insurance policy purchased online you may be able to use the European Commission’s Online Dispute Resolution platform, which can be found at the following address: http://ec.europa.eu/consumers/odr/

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

My phone has just stopped working

If you have not damaged the phone by accident, and you bought the phone less than a year ago, it is likely that the handset is covered by the manufacturer's warranty. In this case please call the Mobile Phones Direct customer care on 0800 888100. If you purchased the phone in excess of a year ago, call the claim line on 0333 999 7906.

If my phone has been stolen or damaged, how do I make a claim?

In the event of theft:

You must notify the Network you are connected to and have the line temporarily barred within 24 hours of discovering the incident.

Notify the local Police authorities within 24 hours of discovering the incident and obtain a Crime Reference Number.

Register your claim by simply using our online claims portal link below:

www.eclaimcity.co.uk

Alternatively you can contact our claims helpline on 0333 999 7906. Lines are open on Monday to Friday 9am – 5.30pm.

In the event of Accidental Damage, how do I make a claim?

Register your claim by simply using our online claims portal link below:

www.eclaimcity.co.uk

Alternatively you can contact our claims helpline on 0333 999 7906. Lines are open on Monday to Friday 9am – 5.30pm.

How long is my claim likely to take?

We cannot begin to assess your claim until we receive the fully completed claim form and all the required supporting documentation. Not completing the claim form fully or not providing all the required supporting documentation will delay the assessment of your claim.

Once we have the fully completed claim form and all required supporting documentation, we aim to assess your claim within 2 working days and we will then let you know whether your claim has been authorised or not.

If authorised, the following timescales will then apply:

• For Theft claims please allow a further 3 – 5 working days from the date of authorisation for a replacement handset to be issued (subject to stock availability).

• For Accidental Damage claims please allow 5 - 7 working days from the date of authorisation for your handset to be repaired and returned (subject to stock of parts).

Important Information about the insurance

The Sale of Goods Acts lay down several conditions that all goods sold by a trader must meet. The goods must be of satisfactory quality, as described and fit for purpose.

Your statutory rights are limited which is why we offer insurance (not just an extended warranty) specially designed to protect your mobile phone (but not e.g. accessories or car kits) with the first 1 month free, against the risks of theft, accidental damage (including water damage) and breakdown whilst being used in the United Kingdom (and worldwide for a maximum of 90 days in any one year) by you as the person who purchased it or your spouse or partner, children, brothers, sisters and parents who permanently live with you.

This insurance is arranged by Mobile Phones Direct Ltd & underwritten by UK General Insurance Limited on behalf of Watford Insurance Company Europe Limited. Watford Insurance Company Europe Limited is a Gibraltar based insurance company with its registered office at; P O Box 1338, First Floor, Grand Ocean Plaza, Ocean Village, Gibraltar.

UK General Insurance Limited is authorised and regulated by the Financial Conduct Authority. Firm Reference No. 310101. You can check our details on the Financial Services Register https://register.fca.org.uk/.

Watford Insurance Company Europe Limited is authorised and regulated by the Gibraltar Financial Services Commission under incorporation number 112869. This can be checked by visiting the Gibraltar FSC website at https://www.fsc.gi/.

As an insurance company authorised in Gibraltar, Watford Insurance Company Europe Limited is permitted under the Financial Services and Markets Act 2000 (Gibraltar) Order 2001 to conduct business in the United Kingdom under FCA reference 714197.

Details about the extent of their regulation by the Financial Conduct Authority are available on request.

Great Lakes Insurance SE, UK Branch, is authorised by Bundesanstalt für Finanzdienstleistungsaufsicht and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about the extent of their regulation by the Financial Conduct Authority and Prudential Regulation Authority are available on request.

Because the cover is insured it is the duty of the Financial Services Compensation Scheme to ensure that a percentage of sums owed to policyholders is paid if their insurance company is in liquidation and unable to pay. Such payments are subject to restrictions and not all policyholders may benefit. Further details are available on request from the Financial Services Compensation Scheme website http://fscs.org.uk/ or by phone at 020 7892 7300.

Other Insurance (including some elements of household insurance) may be available for your mobile phone other than from the insurer whose cover is offered on this site.

Your mobile phone insurance will not be automatically terminated in the event of a claim being made.

Like all policies, there are some things this insurance does not cover. Importantly these include;

• theft claims not accompanied by a Crime Reference Number.

• the excess of £100 for each and every claim.

• loss of your mobile phone

• breakdown which occurs during the manufacturer’s warranty period.

• abuse, wear and tear or gradual deterioration of the phone.

• cosmetic damage to the phone.

• any claim amount that exceeds the replacement value of your phone.

• theft claims that are not reported to the Police and your Network within 24 hours of discovering the incident.

• theft from an unattended vehicle unless the vehicle is locked and the phone is locked away and completely hidden.

• theft from any premises unless there is evidence of forced entry.

• theft of the mobile phone left unattended in a public place or a place to which the public has regular access.

You are required to take all reasonable precautions to protect the mobile phone against theft or damage.

Following your 1 month free insurance, premiums will be collected monthly by Direct Debit including any IPT. Your cover will continue by periods of one month upon receipt of your monthly premiums. You can cancel your Direct Debit at any time via contacting Citymain Insurance directly on: 0333 999 7907.

You have a right to cancel the insurance by giving written notice of cancellation within 14 days of the receipt of confirmation of insurance cover to the Citymain Administrators Limited ("the Administrator") at 3000 Lakeside, North Harbour, Western Road, Portsmouth, PO6 3EN quoting your mobile phone number. If you do not exercise this right to cancel then your rights and those of the insurer to cancel this insurance cover thereafter are that you may cancel this insurance at any time by giving notice of cancellation, by email or by telephone, to the Administrator. Cover will terminate immediately on receipt of your cancellation.

Question 23

Where can I find more information about Three?

Accepted Answer

You can find the latest Three terms and price guides below, both of these make up the terms of your contract

Three Terms and Conditions

Essential Price Plan

Advance Price Plan

The easiest way to manage your Three is account is through the My3 app where you can view your itemised bills, upgrade eligibility, and update personal details, spend caps etc.

Question 24

Where can I find more information about O2?

Accepted Answer

You can find the latest O2 terms and price guides below, both of these make up the terms of your contract

O2 Terms and Conditions

Call charges

You can manage your O2 account, view your bills, bolt on’s and spend caps directly from your phone by downloading the MyO2 app

Question 25

Where can I find more information about Vodafone?

Accepted Answer

You can find the latest Vodafone terms and call charges here.

The easiest way to manage your Vodafone account is through the MyVodafone page or mobile app.

Question 26

Returning A Phone

Accepted Answer

Here at Mobile Phones Direct, we’re passionate in our quest to make sure customers are 100% happy with their purchase. If, unfortunately you are dissatisfied with the product for whatever reason or simply change your mind within 14 days of receiving the device, you are entitled to exchange or return the product. Please note you will be billed for any usage and line rental for the period you have been connected to the network.

If the received goods are faulty, you have an extended 30 days in which to arrange a return or exchange in accordance with the Consumer Rights Act 2015.

The return or exchange on an item that is simply unwanted MUST be made within 14 days from the date of delivery.

Phones that are faulty out-of-box as determined by our warehouse can also be returned for an extended refund or exchange period of up to 30 days from date of delivery. Some minor faults can be rectified by a simple download of the latest release of the manufacturer’s operating software and our customer service team can advise on this and the best course of action.

Please note that in order for us to accept your phone for a cancellation it must meet the following criteria:

Must be in a resalable condition;
Must be In its original box and packaging which must remain undamaged;
The protective film must still be applied to the handset;
Must be returned with its original charger, leads and any other in box product it was delivered with;
Must be returned with any additional bundle you may have received as a result of the phone contract (free cases, headphones etc.);
You must remove any pin lock or passcode personalisation and return the phone to factory settings.

Please note, handsets returned with marks or physical damage cannot be accepted for return, you can however pay for the cost of repair which is much cheaper than keeping a contract you no longer require. After inspection of the device at the warehouse we will contact you with the relevant costs (which can also be found here). Should you choose not to pay for the repair we will have to return the device back to you and you will still be liable for the airtime agreement you’re connected to.

Returning gifts:

The additional gift must be unopened and unused in order for us to accept the mobile phone cancellation;
The additional gift must be in its original undamaged packaging;
If any of the above criteria is not met then we may not accept your handset back for cancellation.

For any handsets which are faulty we understand that some of the above criteria may not be met and will do our best to offer a like for like exchange within the 30 day exchange period. For any faults outside of 30 days you could be covered by your manufacturer warranty, and should contact the relevant teams listed below.

Returning a faulty handset to Mobile Phones Direct

To return a faulty handset within Mobile Phones Direct’s returns policy, please call our returns team on 01635 926774.

Returns will only be accepted with valid authorisation. To ensure a fast and secure return we encourage you to use a recorded delivery service.

Question 27

Returning A Bundle

Accepted Answer

Here at Mobile Phones Direct, we always want our customers to be 100% happy with their purchase, if however you change your mind with 14 days of receiving.

Please note that in order for us to accept your bundle for an exchange it must meet the following criteria:

Must be In its original packaging which must remain undamaged;
Must be returned with its original manuals, leads and any other in box products it was delivered with.

If any of the above criteria is not met then we may not accept your bundle back for exchange.

For any bundles which are faulty, we understand that some of the above criteria may not be met and will do our best to offer a like for like exchange within the 30 day exchange period. For any faults outside of 30 days you could be covered by your manufacturer warranty, and should contact the relevant teams below.

To exchange a faulty bundle within Mobile Phones Direct’s 30 day returns policy, please contact customer services on 0345 470 4000.

We will then arrange collection and exchange the faulty bundle.

Question 28

What's The Difference Between A New Phone And Nearly New Handset?

Accepted Answer

We have both brand new and nearly new phones for sale on Mobile Phones Direct. Purchasing a nearly new phone can be a great way to save money on a handset. A nearly new product is exactly as described, nearly new. The majority of times these handsets are a previous customers' 14-day returned product which we can no longer sell as a brand new device - you're still entitled to the same 14 days cooling off period & 2 year warrenty. The only real difference is the price!

We make sure all our nearly new handsets are thoroughly inspected, tested and restored to get them as close as possible to the performance and appearance of their brand new counterparts.

All handsets are supplied complete with the battery and charger in either their original packaging or a new non-branded white box - in most cases additional accessories such as headphones etc. are included although we can only guarantee the battery and charger will be supplied. As all handsets are fully inspected, tested and reset by our engineers, we include a 2 year warranty on all devices provided by Mobile Phones Direct. A great way to get hold of the latest phone at a bargain price!

Question 29

Do You Sell Unlocked Handsets?

Accepted Answer

All our SIM-free phones are unlocked so you can use them with any mobile network operator in the UK. If a phone has an exclusive contract with a specific network, then it will be locked to that network. If you want your phone unlocked, give customer services a call on 0345 070 4000. There may be a charge for this service.

Question 30

What Payment Methods Do You Accept And Does That Include VAT?

Accepted Answer

What payment methods to you accept?

We accept payment for online orders by Visa, Delta, MasterCard and Maestro, we don’t currently accept pre-paid cards and orders placed with this payment method will be cancelled by our security teams.

Do your prices include VAT?

All prices are inclusive of VAT.

Please note: We do not deliver outside of the UK, Eire and the Channel Islands and reserve the right to make additional charges for deliveries to Eire or the Channel Islands.

Question 31

How Does Mobile Phones Direct Protect My Transaction?

Accepted Answer

Our site is hosted on a dedicated server which uses the industry-approved security, SSL encryption. This means that all our systems have the highest level of data protection available.

Question 32

Can I Change My Mind After Purchasing?

Accepted Answer

For your peace of mind, we offer a 14 day returns policy. If you want to return your goods within 14 days, please call us on 01635 926774.

Please note that in order for us to accept your phone for a cancellation it must meet the following criteria:

Must be in a resalable condition;
Must be In its original box and packaging which must remain undamaged;
The protective film must still be applied to the handset;
Must be returned with its original charger, leads and any other in box product it was delivered with;
Must be returned with any free gift you may have received as a result of the phone contract (free cases, headphones etc.);
You must remove any pin lock or passcode personalisation and return the phone to factory settings;

If your device is faulty, you have an extended 30 days.

Question 33

How Do I Contact My Network If I Have A Question?

Accepted Answer

If you have any questions related to your network account or bill then please refer to the network specific support links below.

EE
Three
Vodafone
O2

Question 34

Manufacturer Contacts

Accepted Answer

To repair a handset under the standard manufactures warranty and outside of the Mobile Phones Direct’s own 30 day returns period, please use the points of contact below. For refurbished handsets still within their 6 month warranty please contact us directly

Apple Repairs

Contact Apple UK directly on 0844 209 0611 or visit their self service website here.

Blackberry Repairs

Please return any faulty Blackberry handsets to Mobile Phones Direct, please fill out returns form found here.

Doro Repairs

Please return any faulty Doro handsets to Mobile Phones Direct, please fill out returns form found here.

Google Repairs

Please return any faulty Google handsets to Mobile Phones Direct, please fill out returns form found here.

Honor Repairs

Contact Honor UK directly on 0800 088 6900.

Huawei Repairs

Contact Huawei UK directly on 0333 370 0800.

Motorola Repairs

Contact Motorola UK directly on 0871 2000995 or visit their self service website here.

LG Repairs

Contact LG UK directly on 0808 159 2416, 01753 491 500 or visit their self service website here.

HTC Repairs

Contact HTC UK directly on 020 7199 5534.

Nokia Repairs

Contact Nokia UK directly on 0845 0455 555 or visit their self service website here.

OnePlus Repairs

Contact OnePlus UK directly on 01252 236 307.

Samsung Repairs

Contact Samsung UK directly on 0330 726 7864 or visit their self service website here.

Sony Repairs

Contact Sony UK directly on 0870 511 1999 or visit their self service website here.

Xiaomi

Contact Xiaomi UK directly on 0800 916 0561.

To repair a bundle under the standard manufactures warranty and outside of the Mobile Phones Direct’s own 30 day returns period, please use the points of contact below:

Apple Repairs

Contact Apple UK directly on 0844 2090611, 0844 2090611 (apple) visit their self service website here.

Amazon (Kindle) Repairs

Contact Amazon directly on 0800 4962449.

Beats Repairs

Contact Beats directly on 0800 0282329.

GHD Repairs

Contact GHD UK directly on 0845 3301133.

Google Nexus (ASUS) Repairs

Contact Google Nexus (ASUS) directly on 0844 8008340.

Microsoft (Xbox) Repairs

Contact Microsoft (Xbox) UK directly visit their self service website here.

Samsung Repairs

Contact Samsung UK directly on 0330 726 7864.

Sony (Playstation) Repairs

Contact Sony (Playstation) directly on 0844 7360595.

Toshiba repairs

Contact Toshiba UK directly on 0844 8478944.

Question 35

How Can I Contact You Via Social Media?

Accepted Answer

You can find us on Social Media via:

Please be aware that as a company, we ONLY communicate via Email, telephone and Social Media (Facebook, Twitter, Pinterest & YouTube). We do not use any other tools such as WhatsApp or Skype and if you are contacted via such means by individuals claiming they work for Mobile Phones Direct, please be aware that they DO NOT represent us and you should not purchase or buy anything from them. If needs be, report these individuals to your local authorities.

Question 36

Why Have You Taken £1 From My Account?

Accepted Answer

At Mobile Phones Direct we perform a CV2/AVS check during the purchasing process. This is a very quick check against the debit/credit card registered details versus the details you have provided to us.

We use a deferred payment of £1 (shadow payments) when processing an order so that in the case of a customer not being approved for a pay-monthly contract by the network provider, failing a security check or simply changing their mind and cancelling the order - no money will have been transferred from your account to Mobile Phones Direct.

A deferred payment means that the card details are checked and a “shadow” is placed on the customer’s account - meaning the customer subsequently cannot spend those funds elsewhere, and again, they would see a differing “available balance” on their bank account.

Unlike immediate payments, deferred transactions are not sent to the bank for completion the following morning. And they won’t be until we manually “release” them.

The “shadow” on the customer’s account will remain for up to 30 days.

At any point within this time we can “release” these funds (meaning we can give the Bank an instruction to say ‘the order has now completed and we now wish to take the full some of money from the customers bank account and place it in to our own’) We can, if we wish, also abort the transaction instead of releasing it, so the customer is never charged and no money is ever physically removed from the customer’s account.

As stated previous, a shadow on the customer’s account will remain for up to 30 days regardless of whether or not the order is fully complete. After a 30 day period the transactions are automatically aborted and the customer will be given access to the full funds in their account.

In the case of an unsuccessful transaction, we can send an instruction to the back to abort the shadow payment, releasing the payment back to the customer within 3 to 5 working days. We do not have a mechanism to expedite this time frame.

Question 37

Is Mobile Phones Direct Part Of Carphone Warehouse?

Accepted Answer

No. We are part of the AO family and have no association with any other retailer.

Question 38

Who Is Mobile Phones Direct Owned By?

Accepted Answer

Mobile Phones Direct is part of the AO Retail Group.

Question 39

Order Update

Accepted Answer

As per the network process or our own security checks we may ask for some further information such as a copy of your Passport or Driving License. Please check your emails including spam folder or sign in to your My Account, using the email you placed the order with.

Question 40

When will my accessories be delivered?

Accepted Answer

Your accessories will arrive along with your mobile phone.

Question 41

Can I buy accessories separately from a phone?

Accepted Answer

At the minute, no. Accessories can only be bought along with a mobile phone.

Question 42

What warranty comes with accessories?

Accepted Answer

Accessories come with the manufacturer’s warranty – check out the individual product specifications on our website for more details.

Question 43

How do I return or exchange my accessory?

Accepted Answer

If you change your mind and would like to return or exchange your accessory, please get in touch within 14 days. If you think your accessory is faulty, you have up to 30 days to let us know.

Our team will provide instructions on how to return the item, but please make sure it's in its original packaging. You also need to include the dispatch note that came with it so that we can quickly sort out your refund or replacement. If you don't have this, please include your name, address and order number.

Question 44

Can I return my screen protector?

Accepted Answer

Screen protectors can't be returned unless they're faulty.

Question 45

Can I return my headphones?

Accepted Answer

For hygiene reasons, we can only accept returns on headphones if they’re faulty.

Question 46

What Should I Do If I'm Unhappy With The Service I Receive?

Accepted Answer

Here at Mobile Phones Direct, we commit ourselves to providing the very best customer service before, during and after your purchase with us. We really hope that you never experience a cause for concern, or that you should ever feel the need to register a complaint. However, if you are unhappy with our service or have experienced problems when using Mobile Phones Direct, here is our complaints procedure.

Step One – Contact our dedicated customer services team

You can contact our customer support team by phone on: 0345 470 4000 or you can email us.

We try to resolve every issue straight away but if this cannot be done, we’ll refer you to a customer services supervisor. We aim to resolve any issue or complaint within 48 hours; however this may be extended if we rely on further information from a 3rd party, such as a network provider. We will do our best to keep you updated regularly on the progress of our work in resolving your case.

Step Two – Formal written complaint

If after liaising with our customer services team and management, you are not satisfied, you can make a formal complaint by letter which will be escalated to Director level and a formal and thorough investigation.

Please write to:

Customer Service Director
Mobile Phones Direct
Unit 2, Courtyard Business Centre
Farmhouse Mews, Thatcham
Newbury, Berkshire
RG18 4NW

Please don’t forget to include:

Full name
Full postal address
E-mail address & contact number
Order number
Details of your complaint
Your resolution requirements

Question 47

What does 'Non UK Stock' mean?

Accepted Answer

‘Non UK stock' means that your handset has been sourced from Europe for use in the UK. It's brand new and has been fully tested and checked by our partners to make sure that it has the correct settings for you!

Question 48

Where does 'Non UK Stock' come from?

Accepted Answer

We only purchase 'Non UK stock' from our official partners, to ensure that we're always sourcing the best quality products at the best prices for you.

Question 49

Is 'Non UK Stock' sometimes cheaper?

Accepted Answer

From time to time, buying stock in Europe (and beyond!) works out a little cheaper than buying directly from the UK, this just means that we can continue to offer you the best deals!

Question 50

Will I get original accessories with my 'Non UK Stock' Handset?

Accepted Answer

Of course, you'll get the exact same accessories as you would if you were purchasing a device from the UK.

Question 51

Does my 'Non UK Stock' handset come with a full warranty?

Accepted Answer

Yes, you'll still receive a full warranty with your 'Non UK Stock' handset - this is the same warranty that comes with all of our UK sourced handsets! If you have any questions, give us a call on 0345 470 4000.

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