Customer Services

Contacting Us
Free Gifts
Delivery
Businesses
Faults & Tech Support
Returns & Cancellations
Number Porting / Transfer
Credit & Security Checks
Upgrades

Contacting Us

How do I contact BuyMobilePhones.net?: Sales Enquiries
You can place an order with us by calling either 08000 087272 or 01773 307103.

Telephone lines are open Mon - Fri: 9:00am till 9:00pm Sat: 9:00am till 5:30pm Sun: 11:00am till 3:00pm.

Customer Services / Order Tracking:
For enquiries relating to an order you have placed call us on either 0844 880 8100 or 01773 307100.

Telephone lines are open Mon - Fri: 8:00am till 8:00pm Sat: 9:00am till 5:30pm Sun: 11:00am till 3:00pm

Customer Services on Twitter:
Alternatively you can contact our Customer Services team on Twitter @buymobiles_help

Mon - Fri: 9:00am till 5:30pm

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 your gift to you automatically. There are no vouchers to send in and no claims necessary.
When will I get my gift?: You can expect to receive your gift within 7 to 10 days although it may be sooner. We aim to dispatch free gifts the same day as your mobile phone, however certain gifts may take longer, whilst some high-demand items require up to 28 days for delivery.

You will receive a dispatch email for your gift separate to your mobile phone. Your gift will be delivered on the next-working day after you receive your Gift Dispatch email.
When will I receive my automatic cashback?: 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 automatically approximately 90 days after receiving your new mobile phone. No vouchers or claim is required.
When will I receive my free gift's additional cashback?: 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.

Delivery

Mobile Phones Delivery...

How does my handset get delivered?: Monday - Friday
Your handset will be delivered via Parcelforce 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 Parcelforce 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 Parcelforce between 7am to 5.30pm. 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.
What happens if I miss the delivery of my handset?: If you miss your delivery, Parcelforce will leave you a card.

You can arrange to collect your item from a local Post Office branch at your convenience. You will need to bring your card, proof of identity and proof of delivery address.

After 7 days, your phone may be returned to us. You can arrange redelivery of your phone by contacting our customer services department. There is a charge of £6.99 for redelivery once it has been returned to us.
Is re-delivery of my handset free?: If your phone gets returned to us, there will be a charge of £6.99 for redelivery.

Free Gifts Delivery...

How does my free gift get delivered?: Monday - Friday
Your free gift will be delivered via Parcelforce 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 Parcelforce 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 free gift will be delivered via Parcelforce between 7am to 5.30pm. 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.
What happens if I miss delivery of my free gift?: If you miss your delivery, Parcelforce will leave you a card.

You can arrange to collect your item from a local Post Office branch at your convenience. You will need to bring your card, proof of identity and proof of delivery address.

After 7 days, your parcel may be returned to us. You can arrange redelivery of your phone by contacting our customer services department. There is a charge of £6.99 for redelivery once it has been returned to us
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 up to £35.99 (depending on TV size) 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.

Accessories

Why have I not received my accessory?: All accessories are sent out at the same time as the handset. If your accessory is not in stock at this time, it will be sent out to you when it becomes available. Delivery of the accessory is free of charge.

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...

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.

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:

Acer - 0871 760 1000
Apple - 0844 209 0611
Blackberry (Research in Motion) - 0844 880 8100 or 01773 307100
Dell - 0844 444 3244
Doro - 0844 369 0107
HTC - 0845 890 0079
iNQ - Warranty with 3 - 08707 330 333
JCB - 0844 3715 522 for mobile phones purchased 1st January 2011 onwards.
LG - 0870 0505 123. http://uk.lge.com/index.do
Motorola - 0871 6412 130. http://www.motorola.com
Nokia - 0845 0455 555. http://www.nokia.co.uk
Palm - 020 7660 0950
Samsung - 08457 267 864. http://uk.samsungmobile.com
Sonim - 0845 489 2001 for mobile phones purchased before 31st December 2010. For mobiles phones purcahsed after this date please telephone 0844 3715 522
Sony Ericsson - 08705 237 237. http://www.sonyericsson.com
sWap - 01623 517 000
T-Mobile G2 Touch (HTC Europe) - 01908 556464
ZTE - Warranty with 3 - 08707 330 333

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.

Mobile Phone Network Contact Numbers

Below are the customer service telephone numbers for each of the mobile phone networks.

Vodafone - 08700 700191 - 191
T-Mobile - 0845 412500 - 150
Orange - 07973100150 - 150
02 - 08705 860860 - 100
3 - 0843 373 3333 - 333

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 your 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 when you move from one network to another. This can either be a Pay As You Go or a Contract number. You will be required to contact your existing network provider to obtain a PAC (Porting Authorisation Code).

How do I keep my existing phone number?

You can port your number once you have received your new phone. To port your existing mobile number please:

Purchase your new handset from us - we'll connect it with a temporary number
Contact your existing network to obtain a PAC (Port Authorisation Code)
Once you get your new handset, contact your new network quoting your temporary number, existing number and PAC.

How long does it take to port my number?

Number porting normally takes just 1 working day; your new network will be able to give you exact times. On the day of porting you may notice a short disruption of service.

Can I port my existing Pay As You Go number to a new Contract?

Yes, providing it's to a different network. You can't transfer your number within the same network, for example, porting from Orange Pay As You Go to Orange Contract.

Anything else I need to know about porting?

Before your number can be connected to your new network it must first be released from your existing network. This means you could be without service for up to one day.
Additional services, such as voicemail and text messaging, may take up to two days to be enabled once your number has been transferred.
Please note that the window for porting your number with may vary by network - we would advise you to arrange your number port as soon as you receive your new phone.
BuyMobilePhones.net cannot accept any responsibility for failed or delayed number transfers.
When porting from Pay As You Go, any remaining credit you have may be lost.

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 my order been suspended?: This could be down to any number of issues, but please call us on 0844 880 8100 with your order number and we will try to help.
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.

Click Decline 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 EE networks. Please contact our specialist upgrade team on 0808 168 2070 to check your eligibility for an upgrade.

Telephone lines are open Mon - Fri: 9:00am till 5:30pm. Sat: 9:00am till 1:00pm. Sun: 11:00am till 3:00pm..

For more information visit our upgrades page.