Contact us.


How to contact us

If you want to place an order, please call our sales team on 0800 049 0250.


If you have a question, please check our handy FAQs section which is packed with useful information.

If you can't find what you're looking for in the FAQs section, the best way to get in contact with us is by phone.


You call call us free of charge by dialling 7777 from your iD mobile. Alternatively you can call us from a landline or another phone on 0333 003 7777 (charges from landlines and other mobile networks may vary).

Our opening hours are 8am-8pm every day of the week.


If you're not able to call us, you can email us using our contact form or send us a letter in the post. Please note that responses might take a bit longer if you use these channels.

To email us, please use our contact form

Please send post to:

iD Mobile Ltd
PO Box 356
Southampton
SO30 2PG

Important note: Please do not include any credit or debit details in any documents you post to us.

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Complaints

If you're unhappy with our service, don't worry - we're here to help.

Click here to view our complaints procedure.

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Delivery

Who will be delivering my items?

DPD (UK) delivers all our phones, tablets or MiFi devices.

All SIM only or Data SIM orders will be delivered by Royal Mail.

How long will my delivery take?

If you order a phone, tablet or MiFi device before 5pm you'll get FREE next day delivery* from the DPD (UK) express parcel delivery service where possible.

All SIM only or Data SIM orders will be delivered by Royal Mail and usually arrive within 2-3 business days.

If you order after 5pm, DPD will process your delivery the next working day. So if you order after 5pm on Monday it'll be processed on Tuesday and you'll receive it on Wednesday.

*DPD don’t deliver on Sundays. Any orders placed before 5pm on Friday will be delivered on Monday. Orders placed after 5pm on Friday (or any time over the weekend) will be processed on Monday and delivered on Tuesday. Orders worth £50 or over will be delivered by courier the next working day where possible, and usually within 3 working days. A signature will be required on delivery. SIM only or Data SIM orders will be delivered by Royal Mail and should arrive within 2-3 business days.

For DPD deliveries you can also nominate a delivery day, including Saturdays, up to two weeks in advance. More information on how to do this can be found in the "Can I nominate a delivery day?" section below.

Your delivery may take a little longer if:

  • You 'Pre-order' a phone, in which case we will aim to send it out on the day it is launched
  • You place your order on a bank holiday
  • You live in Northern Scotland or a UK offshore location (delivery can take up to 5 working days)
  • We have an unforeseen stock shortage
  • There is high demand for a particular offer, as it may take us longer to process the orders
  • We can't run a credit check for your order straight away
  • There are queries regarding your credit check (for pay monthly and upgrade orders)
  • There's nobody available at your delivery address to sign for your delivery

We'll contact you by phone or email if your order is delayed and we need more information from you.

Can I nominate a delivery day?

If your order is being delivered by DPD you can nominate any weekday for free delivery, up to two weeks in advance.

You can also request a Saturday delivery up to two weeks in advance, but there will be a charge of £7.50 for this service. Please note that DPD deliver between 8am and 5pm on Saturdays.

You can choose your nominated delivery day when you place your order or by responding to the text message sent by DPD confirming the expected delivery time.

Please note that the nominated delivery day service may not be available to you if you live in a remote area.

What time of the day does DPD deliver?

DPD delivers between 7.30am and 7.30pm, depending on the service that operates in your area. They’ll send you a text message on the delivery day to confirm your one-hour delivery time slot.

If you’re in a remote area that falls outside DPD's one-hour delivery time slot service, unfortunately you won’t receive a text message to confirm a slot.

Do I need to be at home to sign for my delivery?

DPD requires a signature for all deliveries, so you will need to be at home to sign for your parcel.

Royal Mail deliveries do not require a signature.

What if I won't be in during the one-hour delivery time slot that DPD advised me by text?

You can respond to the text message, call DPD or contact them from the DPD order tracking webpage. You'll need to select one of the following options:

  1. Leave your parcel with a neighbour.
  2. Deliver your parcel the next day.
  3. Deliver your parcel within 2 days.

As long as you contact DPD in advance of the delivery time slot, they will be able to rearrange your delivery as requested.

If you rearrange the delivery date, you will be contacted again on the new date with another one-hour time slot.

What do I do if I miss my DPD delivery?

If you're not at home to collect a DPD delivery, they will leave a card telling you they tried to deliver. Please call the number on the card to arrange a convenient time for your order to be delivered.

If you don't call DPD, they'll try to deliver your order on the next working day. If you're not there again, they’ll try again for a third time, on the following working day.

If you don’t pick up your order after the third attempt, DPD will keep it for seven days. They'll then return it to us, and we'll contact you to arrange a redelivery.

If you can't contact DPD - or if you have any other issues with your delivery – please feel free to call the iD Customer Services team on 0333 003 7777.

Can I collect my order from the DPD depot?

If you're not at home, DPD will leave you a card with their contact details (phone number, address of their nearest depot and opening hours). If you’re planning on collecting your order from the DPD depot, you must call them beforehand so they can get it ready for you.

Please allow 48 hours between calling DPD and collecting your order. And don’t forget to bring photographic ID, as well as the card from DPD.

What happens if Royal Mail can’t deliver my order?

If your order doesn’t fit through your letter box, Royal Mail will leave you a card.

You usually have seven days to arrange a re-delivery or pick it up from your local depot.

If you don’t make any arrangements, Royal Mail will return your order to us, which can take up to 21 days. If this happens, we'll attempt to get in touch with you to organise a new delivery. If we can't contact you, we'll cancel your order and refund you in the same way that you initially paid for your order – so if you paid by card, we'll credit that same card with your order amount. The exception to this is if you paid by cash, when we'll need to refund you by cheque.

What addresses are you unable to deliver to?

In most cases we will need to deliver your order to your billing address. This is for security purposes, and so that we can be sure you are who you say you are.

Unfortunately we can’t deliver to addresses outside of the UK (but we do deliver to the Channel Islands).

We are unable to deliver to any BFPO (British Forces Post Office) addresses. Please visit the British Forces Post Office website for information.

We are also unable to deliver to PO boxes, educational establishments, hospitals, MOD establishments or work addresses that aren't on our database.

Deliveries to the Channel Islands

Deliveries to the Channel Islands are sent by DPD and will arrive between 8.30am and 5.30pm.

We do our best to deliver within 1-2 working days.

If you order before 5pm on Friday, your order will be delivered on Monday and if you placed your order after 5pm on Friday, your order will be delivered on Wednesday.

Deliveries can take longer if an item is held up at customs.

Can I change my delivery address?

Because of security issues, some items can only be delivered to your billing address.

Some products can be sent to a different address, and you can do this using the text or email message you get from DPD.

Will all my items arrive together?

If you order more than one item at the same time, your order might arrive in several packages. This is because we sometimes need to get products from different locations. Also, depending on the type of product you order, delivery may be from either DPD or Royal Mail. See ‘Who will be delivering my order?’ above for more details.

Where is my order? (Order tracker / track my order / where's my order)

If your order is being delivered by DPD (see ‘Who will be delivering my order?’ above to check this) you can track it here:

DPD tracking service

If your order is under £50 it will usually be delivered by Royal Mail within 1-2 business days. If you don't receive it after 3-4 business days please contact us so that we can work out a solution.

How do I cancel or change an order?

You might be able to cancel or change your order if it hasn’t been sent out yet (we'll send you an email when it has).

Call the iD Customer Services team on 0333 003 7777 and we’ll do our best to help.

If we've already sent your item, you may be able to return or exchange it. Check out our returns and exchanges page for more information.

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Lost or Stolen Phone

If your phone has been lost or stolen, you need to call us right away so we can protect your account from misuse.

You can do this using our contact form - just select 'Lost or stolen' from the dropdown list.

If your phone is insured you also need to contact your insurance provider as soon as possible - most insurers require you to notify them and your network within 24 hours of your handset being lost or stolen, as part of their terms and conditions. Your insurer may also require you to contact the police to get an incident reference number within 24-48 hours before a claim can be submitted.

When you contact your insurer and the police, have your phone’s IMEI (serial number) to hand, as they may ask for this. If you haven’t got your IMEI please contact our customer services team on 0333 003 7777 and we’ll do our best to help you.

If your phone is not insured and you won’t be covered for the cost of purchasing a new one, then please don’t panic – Carphone Warehouse have a wide range of great value handsets that you can buy SIM-free.

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Replacement SIM

If you need to get a replacement SIM please contact us on 0333 003 7777.

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Activate Your SIM / Unlock Your Phone

Follow these simple steps to activate your SIM:

  1. Insert the SIM card into your device.
  2. Activate/turn on your device.*

*It may take a few minutes to activate your device for the first time.

If the device is not locked and the SIM is correct, the device will automatically reboot and device will now be activated.

If a message appears that is along the lines of "SIM not valid", your device may be locked to another network. This may happen if you've kept your old phone from your previous network provider when you joined iD. In this case you’ll have to contact your previous network provider to ask them to unlock your device - please note that there may be a charge for this service. If you bought the device from iD and you're receiving this type of error message, call our customer services team on 0333 003 7777 and we’ll guide you through what you need to do.

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Returns / Faulty Handsets / Repairs

Please refer to our returns section.

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Billing

You can view your bill by logging into your iD Account online. You can also download the iD mobile app to view your bill at any time, even when you’re out and about.

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