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'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 call us on 0333 003 7777* within 30 days of your delivery date to cancel it.

    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) Phone us on 0333 003 7777*
      • 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.

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