Wales Covid-19 firebreak update. Find out more

Help & Support



Covid-19 update: with immediate effect, DPD will no longer ask customers to sign their handheld units and instead drivers will sign it on customer’s behalf.

SIM orders

We use Royal Mail 1st class to deliver your SIM card through your letterbox.  If you order before 1pm, it should be with you the next working day, but at the moment Royal Mail can take up to 5 working days to deliver.

Phone orders

We use DPD to deliver your phone to you.  DPD will deliver to your home address from Monday to Saturday, apart from bank holidays. Deliveries to remote areas and Northern Ireland may take a little longer.

  • 98% of parcels delivered next day
  • Fully tracked and traceable so you know when your phone will be delivered
  • We send you a text and email on delivery day with a 1 hour time slot.
  • If you need to change your delivery slot, details are in the text and email
  • Someone needs to be in to sign for delivery

When will my DPD order arrive?
We’ll send you an email with a link to track the delivery with DPD. On delivery day you’ll receive an email and text confirming your 1 hour delivery slot (between 8am and 8pm). You can also track your delivery using the DPD app. More information about the DPD app can be found on this video.

You can change the date and time of delivery if you need to. Details on how to do this are in the email and text message. You’ll need to sign for your delivery.

What if I’m not in when DPD try to deliver?
If you’re not in, DPD will attempt to leave your order with a neighbour. If there isn’t a neighbour available then they’ll leave a card with the info you need and they’ll try to deliver again the next working day. If DPD miss you again, our Customer Care team will contact you to see if you still want your order. We’ll then arrange for re-delivery. The phone will be held in the DPD depot for 48 before being returned to us.

If you have a preferred neighbour you’d like DPD to leave it with or if you don’t want DPD to leave your order with any of your neighbours, you can set your preferences using the DPD app. The DPD app is available for iPhone and Android. Alternatively, enter your reference number and postcode on the DPD website to see your options.

Can I get my order delivered to another address?

No, we only deliver your billing address.

What if I change my mind?
You’ve got a 14 day cooling off period after you buy your phone. If you decide not to keep your phone within 14 days, our returns help page has all the info you need.

Any problems?
Contact us