Contacting Us

How do I contact BuyMobilePhones.net?

Sales Enquiries
You can place an order with us by calling either 08000 087272 or 01773 522302.

Telephone lines are open Mon - Fri: 9:00am till 5:30pm   Sat: 9:00am till 4:30pm.

Customer Services / Order Tracking:
For enquiries relating to an order you have placed call us on either 0844 880 8100 or 01773 522301.

Telephone lines are open Mon - Fri: 8:00am till 5:30pm  Sat: 9:00am till 1:00pm

For further information regarding contacting us by phone or email please see our contact page.

Free Gifts

How can you do these deals? Are they for real?

We know our deals are hard to believe, but they are true. We work on the standard ecommerce model of high volumes, low margins and low overheads.

We don't have the massive overheads of running high street stores and the savings we make from being an online business are passed on to you in the form of great free gifts and massive cashbacks.

In order to do this, and to keep doing it, we need to sell lots of mobile phones so please spread the word. Once you are a customer of BuyMobilePhones.net we will reward you for recommending us to your friends by giving you more free gifts.

How do I get my gift?

We will send you a voucher with your new mobile phone. Post this back to us with one proof-of-signature and one different proof-of-address and we send you your gift.

You need to make sure you send us the right proof documents with the right information, exactly as listed here on the website: http://www.buymobilephones.net/free_gift_claims_new.ihtml

But don't worry if you don't have these. You can send us copies of your first two mobile phone bills and we can accept those as proofs. You still get your gift; it just takes a bit longer.

Existing customers of over 6 months do not have to claim. We will dispatch your gift automatically.

Delivery of all gifts is subject to stock availability.

Why do I have to send in a claim?

You need to send in a claim with proofs of signature and address as a security measure. We can't send TV's and games consoles to just anyone, you know!

That's why existing customers don't have to claim; we already know who they are.

When will I get my gift?

Existing customers of over 6 months will have your gift delivered the same day as your mobile phone*.

New customers can get your gift in 72 hours. Your voucher will be dispatched with your phone for next-day delivery (24hrs). Follow the claim procedure and send your claim to us the same day, so we receive it the next day (48hrs). We receive your claim and, if your claim is all ok, dispatch your gift for delivery the next day (72hrs)*.

* Subject to stock availability. You must also order using your existing user account.

When will I receive my automatic cash?

Automatic cashback will be paid by BACS directly into your bank account to which the Direct Debit mandate was set up for. This payment will be made automaticlly approximately 90 days after receiving your new mobile phone. No vouchers or claim is required.

When will I receive my free gift's additional cash?

Cash offered in addition to free gift items will automatically be paid by BACS directly into your bank account to which the Direct Debit mandate was set up for after a period of 30 days from dispatch of your free gift.

What happens if the free gift is out of stock?

If your chosen gift is not in stock we will inform you by email.

We hold permanent stock of many items and get regular deliveries of the larger and more popular items, so if we don't have your item immediately available it is likely that we will soon. We would normally receive stock and dispatch your gift in 7 days.

In some circumstances it may take longer however we guarantee that you will receive your free gift within a maximum of 28 days.

How will I know when my gift is in stock?

As soon as we get stock of your free gift we will send you an email saying your gift has been dispatched. It will arrive the next day.

How can I claim my free gift if I have moved address?

You will need to claim your free gift by following the details on our website by sending a proof-of-signature and proof-of-address that support the details on your order.

Additionally, you will need to provide a second proof-of-address for you new address, and a cover note advising us of your change of address.

All proofs must satisfy the requirements detailed on our website: http://www.buymobilephones.net/free_gift_claims_new.ihtml

Delivery

Mobile Phones Delivery...

How does my handset get delivered?

Monday - Friday
Your handset will be delivered via CityLink who offer a next-day delivery service. You will be provided with a tracking link in your 'Order Dispatch' email that will allow you to check the status of your delivery on the CityLink website. Items sent to remote parts of the UK such as Northern Scotland, Northern Ireland and the Isle of Man etc will take slightly longer to be delivered.

Saturday
Your handset will be delivered via Royal Mail Special Delivery. This is a next-day delivery service, guaranteed by 1pm. Items sent to remote parts of the UK such as Northern Scotland, Northern Ireland and the Isle of Man etc will take slightly longer to be delivered.

How do I get my handset delivered to an alternative address?

For security reasons we can only deliver your order to your billing address, or your work address (subject to you sending us 'work proofs' for security reasons).

How do I get my handset delivered to my work?

In order for us to arrange delivery to your work address you will need to specify this when placing your order or contact us as soon as your order has been placed.

You will need to fax us a) a proof of your billing address, such as a driving licence or utility bill (which must be dated within the last 12 weeks) and b) a letterhead with your work address printed on (and not written in the body of a letter).

These should be faxed to us on 0844 880 8101. We need to receive these documents by 4pm on the day that your handset is connected and dispatched; otherwise your handset will be shipped to your billing address in the usual manner. This is because we are obligated to dispatch handsets as soon as possible after they have been connected.

What happens if I miss the delivery of my handset?

City Link
City Link will attempt delivery twice. If you miss your second CityLink delivery you can collect your order from your nearest CityLink depot for up-to 4 days. Proof of your identity will be required upon collection of your phone. You will find details on the delivery card that will be dropped through your door.

After 7 days, your phone maybe returned to us. You can arrange re-delivery of your phone by contacting our customer services department.

Royal Mail
Royal Mail will attempt delivery once. If you miss this delivery you will be able to collect your phone from your local Royal Mail depot for up to 7 days. Proof of your identity will be required upon collection of your phone. You will find details on the delivery card that will be dropped through your door.

After 7 days, your phone maybe returned to us. Once this has happened you can arrange for your phone's re-delivery by contacting our customer services department.

Is re-delivery of my handset free?

Re-delivery of a handset is charged at £6.99†. Please contact our customer services team on 0844 880 8100 to arrange re-delivery and make the necessary payments.

†Saturday re-delivery will be charged at an increased rate.

Free Gifts Delivery...

How does my free gift get delivered?

Large items such as televisions, laptops and games consoles will be despatched via Citylink courier service. Delivery will be between 9am-6pm and a signature will be required.

Smaller items such as iPod's and Nintendo DS will be delivered with Royal Mail Special Delivery. Delivery will be before 1pm and a signature will be required.

Initial delivery through either carrier is free.

What do I do if I miss the delivery of my gift?

City Link
City Link will attempt delivery twice. If you miss your second CityLink delivery you can collect your order from your nearest CityLink depot for up-to 4 days. Proof of your identity will be required upon collection of your free gift. You will find details on the delivery card that will be dropped through your door.

After 7 days, your free gift maybe returned to us. You can arrange re-delivery of your free gift by contacting our customer services department.

Royal Mail
Royal Mail will attempt delivery once. If you miss this delivery you will be able to collect your free gift from your local Royal Mail depot for up to 7 days. Proof of your identity will be required upon collection of your free gift. You will find details on the delivery card that will be dropped through your door.

After 7 days, your free gift maybe returned to us. Once this has happened you can arrange for your free gift's re-delivery by contacting our customer services department.

Is re-delivery of my free gift free?

Re-delivery of a free gift is charged at £6.99. Larger items such as TV's will cost £19.99 to be redelivered.†. Please contact our customer services team on 0844 880 8100 to arrange re-delivery and make the necessary payments.

†Saturday re-delivery will be charged at an increased rate.

Businesses

Can I order these deals for my business?

No. All of our deals on our website are for UK individuals only and should only be ordered using your own personal details.

Sole Traders, the Self-employed, Limited Companies, Charties and other organisations please call our specialist business team to help you find the right deal on 01773 522309.

Telephone lines are open Mon - Fri: 9:00am till 5:30pm.

Faults & Tech Support

Mobile Phones...

I'm having a problem with my Mobile Phone. What do I do?

If you are having problems with any product supplied by us, our Technical Support team will be happy to assist you in solving the problem or organising a replacement or repair.

ORANGE CUSTOMERS: If you have had your phone less than 28 days, call Orange (on 150 from your handset or 07973 100 150 from any other line) and ask them for a fault code.

Contact Technical Support via email on techsupport [at] buymobilephones [dot] net (Subject: Faults & Tech Support,Body: Please include your order number.), or complete the 'My Order' section of our contact form, stating 'Faults & Tech Support' as the subject. Please include your order number and a brief description of the problem and we will get back to you within 2 working days to help you.

How do I return a faulty Orange handset (inside 28 days)?

Firstly, call Orange (on 150 from your handset or 07973 100 150 from any other line) and ask them for a fault code.

If our Technical Support team has asked that you return your phone, please return your phone, along with its box and accessories to us within 28 days of the date on your sales invoice, including a letter or cover note with your Orange fault code and an explanation of the problem. We will then issue a replacement for you.

Please make sure everything is returned in pristine condition. If any of the items are missing from the returned box (e.g. the charger), one will not be included with your replacement handset.

You can keep your SIM card to use in another compatible handset (if you have one) whilst the exchange is taking place. You should also keep hold of any claim vouchers you received as these cannot be re-issued.

When the exchange is completed your old SIM card will become inactive so please make sure you have a copy of any contacts or important information that may have been stored on it.

You will receive a new SIM card with your replacement phone. It will have the same mobile number as the original SIM. Or, if you ported a number, it will have your ported number on.

If a number port is being processed on your account when you return a phone for exchange we will not issue a replacement until the port has completed. This way, you won't lose your number.

We recommend that you send the phone back to us using Royal Mail Special Delivery (but not Special Delivery by 9am as we do not refund postage for this). Send your Special Delivery receipt back to us along with your faulty phone and we will refund these costs in full. This will be done via BACS, directly into the bank account we have on record for you. Please note we are only able to refund postage costs if your handset is found to be faulty as described.

If your handset arrives with us after 28 days we will not be able to offer an immediate exchange.

How do I return a faulty O2, T-Mobile or 3 handset (inside 28 days)?

If our Technical Support team has asked that you return your phone, please return your phone, along with its box and accessories to us within 28 days (14 days for 3 handsets) of the date on your sales invoice, including a letter or cover note with an explanation of the problem. We will then issue a replacement for you.

Please do not send back your SIM card; you will need to put it in your replacement handset. You should also keep hold of any claim vouchers you received as these cannot be re-issued.

Please make sure everything else is returned in pristine condition. If any of the items are missing from the returned box (e.g. the charger), one will not be included with your replacement handset.

We recommend that you send the phone back to us using Royal Mail Special Delivery (but not Special Delivery by 9am as we do not refund postage for this). Send your Special Delivery receipt back to us along with your faulty phone and we will refund these costs in full. This will be done via BACS, directly into the bank account we have on record for you. Please note we are only able to refund postage costs if your handset is found to be faulty as described.

What do I do if my handset becomes faulty outside 28 days?

If you handset becomes faulty please contact our Technical Support team on techsupport [at] buymobilephones [dot] net (Subject: Faults & Tech Support,Body: Please include your order number.), or complete the 'My Order' section of our contact form, stating 'Faults & Tech Support' as the subject. Please include your order number and a brief description of the problem and we will get back to you within 2 working days to help you.

Alternatively, you can contact the manufacturer directly as your product comes with a manufacturer's waranty. Here are the contact details for the manufacturer's of our handsets:

Blackberry (on 02) - 0871 200 3198
Blackberry (on Orange) - 0800 079 0328
HTC - 01908 556464
JCB - 0845 489 2001
LG - 0870 050 5123
Motorola - 0871 641 2130
Nokia - 0845 045 5555
Samsung - 0845 7267864
Sony Ericsson - 0870 523 7237

Can I have my postage refunded?

We offer postage refunds for faulty items returned to us and received within 28 days of the date on your sales invoice.

We only refund postage for items that have been sent with special delivery. To receive your postage refund, you will need to send your postage receipt to us with your faulty item and we will then process the payment back into the bank account you have registered on your order.

Free Gifts...

I'm having a problem with my Free Gift. What do I do?

If you are having problems with any product supplied by us, please contact our Technical Support team who will be happy to assist you in solving the problem or organising a replacement or repair.

Email us on techsupport [at] buymobilephones [dot] net (Subject: Faults & Tech Support,Body: Please include your order number.), or complete the 'My Order' section of our contact form, stating 'Faults & Tech Support' as the subject. Please include your order number and a brief description of the problem and we will get back to you within 2 working days to help you.

How do I send a Free Gift back?

You can send faulty gifts back to us within 28 days from the date that you received the dispatch confirmation email, along with a cover letter explaining the fault with your gift.

We recommend that you post your gift to us with Royal Mail Special Delivery and provide a proof of purchase so we can refund your postage costs to you.

Once we have received your faulty gift we will assess the fault you have stated and send you a replacement, so long as we deem that the item hasn't been damaged wilfully or due to misuse or neglect (in which case it will be returned to you in the condition that we received it and you will be liable for the return delivery charges).

Please return your faulty gift to us at: BuyMobilePhones.net, Contract House, Turnpike Business Park, Alfreton, Derbyshire, DE55 7AD.

What do I do if my Free Gift becomes faulty outside 28 days?

If you handset becomes faulty please contact our Technical Support team on techsupport [at] buymobilephones [dot] net (Subject: Faults & Tech Support,Body: Please include your order number.), or complete the 'My Order' section of our contact form, stating 'Faults & Tech Support' as the subject. Please include your order number and a brief description of the problem and we will get back to you within 2 working days to help you.

Returns & Cancellations

I've changed my mind, how do I stop my order?

If you're order hasn't already been shipped you can submit a request to cancel it using our contact form under the "My Order" section.

I've changed my mind, how do I return my phone?

If you've changed your mind you can return your phone to us in an unused condition within 7 days of the date on your sales invoice.

You will need to ensure you return everything back to us in pristine condition and also include a cover letter stating the reason you are returning the handset. We recommend that you return the handset to us with Royal Mail Special Delivery to the following address: BuyMobilePhones.net, Contract House, Turnpike Business Park, Alfreton, Derbyshire, DE55 7AD.

If you have received your gift, you will also need to return this to us in an unused condition with your handset as we will be unable to request cancellation of a contract until we have received all goods from you. This could delay or even prevent your contract being cancelled.

Number Porting / Transfer

What is number porting?

Number Porting allows you to keep your existing mobile number and move it to another network provider. This can either be a PAYG or a Pay Monthly number. You will be required to contact your existing network provider to obtain a PAC (Porting Authorisation Code).

Can I port my number with my order?

Yes you may port your number whilst placing an order for a new T-Mobile or O2 contract and we will prompt you for your current mobile number and PAC code at a later stage of the order process.

Can I port my number after receiving my new phone?

Yes you may port your number once you have recieved your new phone. Simply contact your new network provider who will require your existing mobile number and PAC code. Please note that O2 only allows you to port your number within the first 7 days of receiving your new phone. T-Mobile and Orange allow you slightly longer.

How long does it take to port my number?

Number porting takes 2 working days and on the day of porting you may notice a short disruption of service.

What is number transfer?

Number Transfer allows you to keep your existing PAYG number and move it to a Pay Monthly contract on the same network.

Can I transfer my number with my order?

Yes you may transfer your number whilst placing an order for a new T-Mobile, Orange or O2 contract.

T-Mobile PAYG to T-Mobile Contract. We require your exsiting number and "TMG12345" to be entered into the PAC Code field.

O2 PAYG to O2 Contract. We require your exsiting number and "OPG00000" to be entered into the PAC Code field.

Orange PAYG to Orange Contract. We require your exsiting number, "1111" to be entered in the Pin Number field and "PASSWORD" to be entered into the Password field.

Can I transfer my number after receiving my new phone?

Yes but only Orange allow you to transfer your number after receiving your new phone. All other networks require you to transfer your number whilst you're placing your order for your phone.

How long does it take to transfer my number?

Transfering your number from PAYG to Pay Monthly should normally happen straight away. Any remaining credit you had on your PAYG phone may be lost. With the excpetion of T-Mobile, we will send you a new SIM card with your new phone.

Credit & Security Checks

Why do you need to take £2.50 from my credit/debit card?

We need to take a small amount from your card for security purposes; to verify that the details you have provided are all ok. This is automatically and immediately refunded, but due to the way the bank systems work it can take up to 5 working days for the refund to show in your account.

Why do you need to take £50 from my Solo or Visa Electron card?

We need to debit then credit your card £50 for security purposes; to verify that the details you have provided are all ok. This is automatically and immediately refunded, but due to the way the bank systems work it can take up to 5 working days for the refund to show in your account.

The security check amount is higher for Solo and Visa Electron cards than for other card types because they have a history of higher fraud rates.

Why is the network asking for a deposit?

If your credit score is not quite at the level required for the tariff you want, the mobile phone networks may ask you for a refundable deposit so that you can still take out a mobile phone with them.

The deposit amount can range from £50 to £150 per handset. This is refundable in full, usually towards the end of your contract, presuming you are up to date with all your payments.

If you have received an email saying a deposit is required please contact our Customer Services department who will arrange payment to the network for you. Your deposit is always held by the network. We never see these funds and they will be refunded by the network, not by BuyMobilePhones.net.

The only exception to this is O2, where you can request the refund from BuyMobilePhones.net after 6 months of your contract.

When will my deposit be paid back to me?

The network will arrange for your deposit to be paid back to you towards the end of your contract. In some cases, you may be able to contact your network provider and request the deposit is paid back before the end of your contract, however, this isn't always guaranteed.

On O2 you can request the refund from BuyMobilePhones.net after 6 months of your contract.

Why has the network declined my application for a contract?

We are never given the exact reason why an application is declined however it may be because there is a problem with your credit file.

We advise you to get a copy of your credit file and check for any problems before applying for another mobile phone because repeated applications for credit can adversely affect your credit score.

Visit http://www.buymobilephones.net/decline.ihtml to find our how you can receive a free credit report.

Do I need to provide you with my existing mobile phone contract numbers?

Yes. If you have an existing mobile number with the same network provider we will need to know this number, otherwise you may be unnecessarily asked to pay a deposit or even be declined.

Can I use someone else's bank details to set up my direct debit?

No. Due to security reasons the network requests that all direct debits need to be set up in the same name that the contract is taken out in.

When is my direct debit date?

Your direct debit payment details will be confirmed to you by your new network provider. This may be confirmed to you either in a letter or on your first airtime bill.

Upgrades

Do you offer upgrades?

We offer upgrades on the Orange, T-Mobile, O2 and 3 networks. Please contact our specialist upgrade team on 0800 168 20 70 to check your eligibility for an upgrade.

Telephone lines are open Mon - Fri: 9:00am till 5:30pm.  Sat: 9:00am till 4:30pm.

For more information visit our upgrades page.