iD Mobile Returns & Cancellations.

We have a 14-day returns period for in-store purchases.

We have a 30-day returns period (using our return by post service) for purchases made on iDmobile.co.uk or through iD phone sales.

You can also cancel your plan outside of these timescales.

Thinking of leaving?

Head to 'Returns' if you're inside your returns period. If you're outside it, go to 'Cancellations'.

Returns.

Returns.
  • If you'd like to cancel your iD phone plan or return an item, please see below for more information.

    We have a 14-day returns policy for in-store purchases, and a 30-day returns policy for anyone who purchases from idmobile.co.uk or via the iD telephone sales team (and uses our postal return service).

    If you're returning a phone, please make sure it's in the same condition it was sold – undamaged and preferably in its original packaging (and including any accessories, such as phone chargers).

    Please don't return any SIM cards to us. If you cancel your plan within your returns period, you can keep your SIM and use it as a Pay-as-you-go SIM. Or if you don't want it anymore, please destroy it.

    If you're outside your returns period, please be aware that there might be a fee applied if you wish to cancel your contract early.

  • Why should I keep my Direct Debit active?

    Please keep your Direct Debit open for one month after you've disconnected, as you'll need to pay for line rental and any usage up to the point of cancellation. If you fail to do this it might affect your credit score.

    If your final bill shows that you're due a refund, we'll be able to process this for you much quicker if you've still got an active Direct Debit. If you'd like us to process a refund for you, please call us on 0333 003 7777*.

  • How should I cancel my plan or make a return?

    Cancelling a plan or returning an item bought in-store

    If you purchased an iD plan in-store, you'll need to go into any Carphone Warehouse store within 14 days of your purchase date to cancel your plan. Please bring your proof of purchase with you. If you got a phone as part of your plan, you'll need to return it at the same time.

    You can make your return in any Carphone Warehouse store - it doesn't have to be the same one that you made your purchase in. You can check here to find your nearest store.

    Cancelling a plan or returning an item bought from idmobile.co.uk or via the iD telephone sales team

    If you purchased an iD SIM Only plan from idmobile.co.uk or via the iD telephone sales team, you'll need to contact us. You can chat with one of our Live Chat agents by clicking 'Chat to us' at the bottom right-hand corner of the screen.

    If you purchased an iD ‘plan with a phone' from idmobile.co.uk or via the iD telephone sales team, you can return it to a Carphone Warehouse store, or by post:

    a) Returning your phone to a Carphone Warehouse store

    You can return the phone to any Carphone Warehouse store within 14 days of your delivery date. You don't need to call us first, but please bring your proof of purchase with you. Check here to find your nearest store.

    b) Returning your phone by post

    You can return your phone by post within 30 days of your delivery date. Please follow these simple steps:

    • 1. Contact us to let us know that you'd like to cancel your plan and return your phone. You can;
      • a) Chat with one of our Live Chat agents by clicking 'Chat to us' at the bottom right-hand corner of the screen.
      • b) Print our returns form, and post it to us confirming your request.
    • 2. We'll then give you a Return Transaction Number.
    • 3. Post your return to the address below by recorded delivery at your own cost (and please keep your proof of postage). You must include your Return Transaction Number and proof of purchase. Any returns made without these will not be processed, but returned to sender.

      CPW Direct Returns
      Building 1
      Long Hollow Way
      Newark
      NG24 2NH

    Returning an item purchased elsewhere

    If you made your purchase through Carphone Warehouse online please visit their returns and exchanges page.

    If you purchased your iD plan elsewhere, please contact them directly for details about how to make your return.

  • The item I ordered is faulty or damaged. How do I return it?

    If your device is faulty when it arrives you can return it for a replacement or a full refund within 30 days.

    If your device develops a fault after 30 days, please take the device into any Carphone Warehouse store. Your device can be repaired free of charge during the manufacturer's warranty period. If the warranty is no longer valid, you'll be charged for the repair.

  • How do I return my SIM free handset?

    If you purchased a SIM free phone via idmobile.co.uk, and would like to return it, you can either drop the phone off to a Carphone Warehouse store within 14 days of purchase, or return the handset to us by post within 30 days.

    PLEASE NOTE: The device must be in its original packaging and all accessories must be in their original condition. Should we find there is visible damage to the phone and/or accessories, we reserve the right to refuse the return.

    Below are the steps on how to return your phone.

    a) Returning your phone to a Carphone Warehouse store
    You can return the phone to any Carphone Warehouse store within 14 days of your delivery date. You don't need to call us first, but please bring your proof of purchase with you. Check here to find your nearest store.

    b) Returning your phone by post
    You can return your phone by post within 30 days of your delivery date. Please follow these simple steps:

    1. Contact us to let us know that you'd like to cancel your plan and return your phone. You can;
      a) Chat with one of our Live Chat agents by clicking 'Chat to us' at the bottom right-hand corner of the screen.
      b) Print our returns form, and post it to us confirming your request.
    2. We'll then give you a Return Transaction Number.
    3. Post your return to the address below by recorded delivery at your own cost (and please keep your proof of postage). You must include your Return Transaction Number and proof of purchase. Any returns made without these will not be processed, but returned to sender.

    CPW Direct Returns
    Building 1
    Long Hollow Way
    Newark
    NG24 2NH

Cancellations.

Cancellations.
  • If you'd like to cancel your pay monthly handset or SIM Only plan, you'll need to give us 30 days' notice.

    So, if you want to leave at the end of your minimum contract term, you need to notify us at least 30 days before your contract end date.

    Please note: if you decide to leave before your minimum contract period, you may be charged an early cancellation fee. You can view your early cancellation fee in the iD Mobile app or My Account area - under 'My account', on the 'Manage my plan' tile click 'End my plan'. You'll then see your 'Estimated cost of a cancellation'.

    If you're on a 1-month rolling SIM Only plan, you can cancel it with the iD Mobile app or My Account area. Simply log in, go to the 'My account' page, and on the 'Manage my plan' tile click 'End my plan'. You'll then be taken through the cancellation process.

    If you're on a pay monthly handset plan, you can cancel it by contacting us here.

    If you don't contact us, your plan will keep running. It won't terminate automatically and you'll continue to be billed.

How to cancel your plan and keep your number.
  • If you want to keep your existing number on your new network provider, you'll need to get a PAC code from us.

    If you're on a 1-month rolling SIM Only plan, you can let us know if you'd like to keep your number during the in-app or online cancellations process. For more information on how to do this, read 'How to cancel my one month SIM only plan'.

    If you're on a pay monthly handset plan, the simplest way of doing this is to contact us here. PAC codes are valid for 30 days. If you get one from us, your plan will automatically disconnect after your number has been ported out of iD. If you don't use it, your plan will continue to run.

What happens after your cancellation request.
  • 30 days after your cancellation request, your plan will close (unless you've asked us for a PAC code - then it'll close when you've ported out. See 'How to cancel your plan keep your number' above).

    The day after your plan closes, we issue your final bill. Here are some charges you should expect to see on it:

    • Line rental for a full 30 days after your cancellation or PAC code request was received.
    • An early cancellation fee if applicable (shown as a 'Termination Fee' on your bill).
    • Any out-of-plan usage up until your disconnection date.

    You can also view your final bill using the iD Mobile app or My Account online.

    14 days after your final bill is issued, we'll take a Direct Debit payment for the balance due. If you don't have a Direct Debit, you can use the iD Mobile app or My Account online to make a manual payment. You can also pay via our dedicated payment line on 02034099790.

    After your plan is closed and your final balance due has been paid, you can then cancel your Direct Debit – we don't recommend you do this beforehand, as any late payments will be reported to the credit reference agencies, and may affect your ability to get credit in the future.

    Please don't return your SIM card to us. You should destroy it by cutting the chip into several pieces, and disposing of it safely.

How to end your 1-month rolling SIM Only plan.
  • If you're out of your returns period and want to end your pay 1-month rolling SIM Only plan, the easiest way of doing this is in the iD Mobile app or My Account area. Simply log in, go to the 'My account' page, and on the 'Manage my plan' tile click 'End my plan'. You'll then be taken through the cancellation process.

    Please note: you'll be asked if you would like to keep your number. If you select 'keep my number', you'll be issued with a PAC code and your account won't be disconnected until it's used. If you don't use your PAC code within 30 days of it being issued, you'll need to request another one.

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