Deliveries and Returns.

Deliveries.

Where is my order?
  • We offer free next day delivery on our phones, tablets and MiFi devices (for orders placed Monday to Thursday). DPD (UK) express parcel delivery service delivers on our behalf.

    SIM cards (SIM Only or DataOnly) are delivered by Royal Mail. They usually take 2-3 working days.

  • Who’ll be delivering my order?
    If you’ve ordered a phone, tablet or MiFi device, the DPD (UK) express parcel delivery service will deliver it to you on our behalf.
  • When will my order arrive?

    If you’ve ordered a phone, tablet or MiFi device, the DPD (UK) express parcel delivery service will deliver it to you on our behalf.

    For phones, tablets & MiFi devices

    We know you don’t want to be kept waiting. So we offer FREE next day delivery on all our phones, tablets and MiFi devices. As long as you order before 5pm (Monday-Thursday) you’ll get it the very next day, free of charge.

    Order placed Day of delivery
    Monday before 5pm Tuesday
    Monday 5pm - Tuesday 5pm Wednesday
    Tuesday 5pm - Wednesday 5pm Thursday
    Wednesday 5pm-Thursday 5pm Friday
    Thursday 5pm-Friday 5pm* Monday
    Friday 5pm -Monday 5pm Tuesday

    *If you place an order on Friday, please note: we don’t offer free next day delivery on Saturday, and DPD doesn’t deliver on Sunday. Your order will be delivered on Monday (if you order before 5pm Friday) or Tuesday (if you order after 5pm Friday).

    For SIM cards

    If you’ve ordered a SIM card (SIM Only or DataOnly), it usually takes Royal Mail no more than 2-3 working days to deliver.

  • What time of day does DPD deliver?

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

    If your delivery address is in a remote area that falls outside DPD's one-hour delivery time slot service, you won’t get a text.

  • Does DPD provide a delivery tracking service?

    Yes. If you’ve got your order reference number you can track your DPD delivery here.

  • Does DPD provide a delivery tracking service?

    DPD deliveries

    If you're not at home when DPD arrives with your order, they’ll leave a card to let you know they tried to deliver. Call the number on the card to arrange another delivery time.

    If you don't call DPD, they'll try to deliver your order on the next working day. If you're still not at home, they’ll try 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 and then return it to iD. We'll then contact you to arrange a redelivery.

    Royal Mail deliveries

    If you’re not at home when Royal Mail arrives with your order, and it doesn’t fit through your letterbox, they’ll leave a card to let you know they tried to deliver.

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

    If you don’t contact Royal Mail, they’ll return your order to us, which can take up to 21 days. If this happens, we'll try 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 paid for your order – so if you paid by card, we'll credit the same card. We can’t offer cash refunds though, so if you paid cash we’ll send a cheque.

  • My delivery is late. What should I do?

    DPD deliveries

    If you’ve got your order reference number you can track your DPD delivery here. If you want more help, you can contact DPD here.

    Royal Mail deliveries

    It usually takes Royal Mail no more than 2-3 working days to deliver. If you haven’t received your order after 5 working days, contact us with your order details and we’ll investigate.

About your Delivery.
  • You might be able to cancel/amend your order, change your delivery address, or choose another delivery day. It all depends on what you ordered, and when you ordered it.

  • How do I cancel or change my order?

    You might be able to cancel or change your order, as long as it hasn’t been sent out for delivery yet (if it has, we’ll have sent you a confirmation email).

    To cancel or change an order that hasn’t been sent out yet, call us on 0333 003 7777 and we’ll do our best to help.

    If we've already sent out your item, you might be able to return or exchange it. Check out the ‘returns’ section below for more information.

  • Can I change my delivery address?

    It depends what you’ve ordered. Because of security issues, some items can only be delivered to your actual billing address.

    If you’ve ordered something that CAN be sent to a different address, you can request this by replying to the text or email message you get from DPD.

Delivery FAQs.
  • If you can’t find the answer to your query above, check out our most frequently asked delivery questions here.

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

    DPD deliveries.

    DPD requires a signature for all deliveries, so you’ll need to be at home to sign for your order.

    Royal Mail deliveries

    Royal Mail deliveries don’t require a signature.

  • Will all my items arrive together?

    If you order more than one item (even at the same time), your order might be delivered in several packages. This is because we sometimes need to get products from different locations.

    Also, depending on what type of product you order, you might get separate deliveries from DPD and Royal Mail. See ‘Who’ll be delivering my order?’ above for more details.

  • What addresses are you unable to deliver to?

    In most cases, we’ll need to deliver to your billing address for security reasons. We can’t deliver anywhere outside of the UK. But we CAN deliver to the Channel Islands (see ‘Do you deliver to the Channel Islands?’ below for more details).

    Unfortunately we’re also unable to deliver to BFPO (British Forces Post Office) addresses, PO boxes, educational establishments, hospitals, MOD (Ministry of Defence) locations, or work addresses that aren't on our database.

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

    If you know you’re not going to be in when DPD is due to deliver your order, you can ask them to:

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

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

    To contact DPD, you can reply to their text message, phone them, or contact them on the DPD order tracking webpage.

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

  • 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, please call them beforehand so they can get it ready for you. You’ll then need to wait at least 48 hours after calling DPD to collect your order. And don’t forget to bring some photographic identification, along with the DPD delivery card.

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

    If Royal Mail are delivering your order (see ‘Who’ll be delivering my order?’ above for more details) they usually take 1-2 business days.

    If you don’t receive anything after 4 business days, email or call us on 0333 003 7777 and we’ll sort it out.

  • Do you deliver to the Channel Islands?

    Our orders to the Channel Islands are delivered by DPD. They’ll usually deliver within 1-2 working days, between 8.30am and 5.30pm..

    Your delivery will take a little longer if you place your order on Friday, Saturday or Sunday:

    • If you order before 5pm on Friday, you should get your delivery on Monday.
    • If you order between 5pm on Friday and 5pm the following Monday, you should get your delivery on Wednesday.

    Please note: If a delivery is held up at customs, it may take longer than the timescales above.

Returns.

Returns.
  • If you want to return an item or cancel your iD plan early, we’ve got the exact details of what you need to do.
    If your final invoice shows that you’re due a refund, please call us on 0333 003 7777 and we’ll process it for you.
    Please don’t cancel your Direct Debit until AFTER you get your refund! If you do, we’ll need to raise a cheque instead - and this could take a month or so to get to you.

  • Why should I keep my Direct Debit active?

    It’s important that you don’t cancel your Direct Debit until AFTER we have closed your account. The reasons for this are as follows:

    • If you close your Direct Debit before we take a final payment, it might close your account in debt. This could affect your credit score, and make it more difficult for you to get a mobile plan in the future.

    • Also, if your final invoice shows that you’re due a refund, we’ll be able to pay you much quicker if you’ve still got an active Direct Debit. If you cancel your Direct Debit, we’ll need to raise a cheque instead - and this could take a month or so to get to you.
    If you’re due a refund, you’ll need to call us on 0333 003 7777, and we’ll happily process it for you.

  • Returning an item.

    Returning an item bought in-store

    If your purchase was from a Carphone Warehouse store, you'll need to return it to ANY Carphone Warehouse store within 14 days. It doesn't have to be the same store that you bought your item from.

    Returning an item bought from the iD website

    You can return most products within 14 days.

    You can return or exchange most things you buy from the iD website – you just need to let us know within 14 days of the day after your delivery. You can take the product to any Carphone Warehouse store, or post it back to us. Please make sure you return it in the same condition it was sold – undamaged and in its original packaging.

    There are just a few things you CAN’T return or exchange:

    Top-ups that you’ve bought in-store, online, over the phone or on your mobile.

    Downloads and apps.

    Headphones (for hygiene reasons).

    a) Returning by post

    If you want to return your purchase from the iD website by post, follow these simple steps:

    • 1. Tell us that you want to return your purchase within 14 days. You can phone us on 0333 003 7777*, email us using our Contact Form, or complete this iD Return Request Form and sending it to iD Mobile Ltd, PO Box 356, Southampton, SO30 2PG. Please DO NOT post the returned items to this address.

    • 2. We’ll then give you a Return Transaction Number, and a returns address.

    • 3. Post the return by recorded delivery at your own cost, including your Return Transaction Number and proof of purchase.

    * Calls to this number can be made using your iD inclusive minutes (calls from landlines or other mobile networks may vary). Calls may be recorded and/or monitored for quality and training purposes.

    b) Returning to a Carphone Warehouse store 


    If you want to return your purchase made online to a Carphone Warehouse store, you can do so within 14 days of delivery. It doesn't have to be the same store that you bought your item from.

    Returning an item purchased elsewhere

    If you purchased your iD item from another website (including E2Save.com or mobiles.co.uk,) you’ll need to contact them directly as their terms and conditions may be different to ours.

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

    If you’ve got a faulty or damaged product, you may be able to exchange it or get it repaired.

    This table provides a rough guide to whether your product is still under warranty. But to be sure, we recommend you also check the manufacturer's website directly:

    Manufacturer Device Accessories Battery
    Nokia 24 months 12 months 6 months
    Motorola 12 months 12 months 12 months
    Sony 24 months 12 months 24 months
    Samsung 24 months 12 months 24 months
    LG 12 months 12 months 6 months
    Blackberry 24 months 12 months 12 months
    HTC 24 months 12 months 12 months
    Apple 12 months 12 months 12 months
  • I want to cancel my iD plan early. What do I need to do?

    You’re entitled to disconnect at any time within 14 days from the start of your iD plan. You can do this by calling our customer support centre or visiting any Carphone Warehouse store.

    You won’t be charged for cancelling your plan, but you WILL be billed for daily line rental and other chargeable activities (like buying an add-on, or making an international call). For example if you cancel your plan after 5 days, you’ll have to pay for 5 days’ worth of line rental + any chargeable activities.

    If you think we owe you money when you cancel your plan, you’ll need to give us a call to let us know - and remember to keep your Direct Debit active while we process your refund.

    For further information please read our full Returns Policy.

How do I contact you.
  • If you can’t find the answers you’re looking for, feel free to contact us:

    * Calls to this number can be made from your iD mobile using your iD inclusive minutes. Calls from landlines or other mobile networks may vary. Calls may be recorded and/or monitored for quality and training purposes.

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