Buying Online Terms & Returns Policy.

What you need to know when you buy things from the iD mobile website.

By ordering from our website you agree to:

You'll be guided through the iD Mobile online ordering process by a series of simple instructions on this website. By clicking the 'Confirm order and payment' button at the end of the check-out process you will have placed an order with iD Mobile.

One product can be purchased per order. Once you have placed an order, we'll send you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from us.

We'll then send you a dispatch email confirmation once your order is being shipped to you from our warehouse.

Our acceptance of your order and completion of the contract with you will take place on the dispatch of your order, unless we have notified you that we do not accept your order or you have cancelled it in accordance with our cancellation instructions below.

We may decide not to accept your order if:

  • The product you ordered is out of stock
  • We cannot obtain authorisation for your payment
  • We identify a pricing or product description error with the product you have ordered
  • You do not meet the requirements set out in the iD Mobile Terms & Conditions

If the product you have ordered is unavailable we'll contact you by email or phone, and you will then have the option either to wait until the item is available (if at all) or to cancel your order.

All prices are inclusive of VAT at the current rates and are correct at the time of entering information. However, we can change prices without giving prior notice. Please check the website for up to date pricing before you place your order.

We'll take all reasonable care to keep details of your order and payment secure. We're not liable for any loss you may suffer if a third party procures unauthorised access to any data provided by you when ordering from the website, except if resulting from our negligence.

Each product purchased is sold subject to a product description that sets out additional specific terms related to that product. This will include information concerning estimated delivery times and any warranties.

Your online order will be treated as an offer to purchase products from us. Our contract with you will be completed when a) we dispatch the goods to you; b) we commence the services; or when we debit your credit or debit card, whichever is the earlier. The sale contract is therefore completed in London, England. We can reject any offer to purchase made by you at any time until we dispatch the goods or commence the service ordered.

Any automated acknowledgements of your order that you may receive from us do not amount to our acceptance of your offer to purchase goods or services advertised on the website.

All Pay Monthly orders will be subject to a credit check. 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. Orders under £50 will be delivered by Royal Mail 1st Class post. Deliveries to Northern Ireland, Aberdeenshire, the Scottish Highlands and Islands and the Channel Islands may take longer to arrive. Please note: deliveries during holiday periods may also take longer to arrive.

Orders placed before 8pm Monday to Friday will be processed for delivery the next working day. If you placed your order on Saturday or Sunday, or a Bank Holiday, your order will be processed the next working day and delivered within two working days where possible.

If your purchase was from a Carphone Warehouse store, please return your purchase to a store, not via post.

If you have purchased a new device or an upgraded device via distance means (as defined in the Consumer Protection Contracts (Information, Cancellation and Additional Charges Distance Selling Regulations 2013) such as the online shop or over the telephone, you may cancel your agreement with us at any time up to 14 calendar days after the latter of entering into this agreement or receiving the device and SIM card, agreement as long as you give us notice of such cancellation in accordance with the process below. This paragraph does not affect your statutory rights.To arrange the return and cancellation of your new agreement, please give us notice of your cancellation and obtain a Return Transaction Number by calling our Customer Services team on 0333 003 7777*. Alternatively, you can contact us at, or print and complete a Return Request Form and post to iD Mobile Ltd, PO Box 686, Salford M5 0PA.

You may turn the phone device on and examine the product, but must take reasonable care of it and we recommend you don’t save anything on it until you are sure you are happy with it. It must be returned in the condition it was sold, undamaged and in its original packaging.

You must return the product (including any conditional free gifts and accessories that were included in the price of the product) within 14 calendar days of your notice to cancel, quoting your Return Transaction Number and including proof of purchase, at your cost by sending it by recorded delivery. The address to send the phone or device that you would like to return will be provided when you receive your Return Transaction Number. Please note that if you do not return all accessories that were included with the product, we shall be entitled to charge you for the cost of the missing items.

If you paid for any product(s) upfront, we will issue you a refund within 14 calendar days of us receiving the product(s) back from you.

If you fail to return the product after notifying us within the cancellation 14 calendar days period of your intention notice to cancel, you agree to pay iD the retail price of the product and you authorise us to take this amount from your credit or debit card or through such other means as we may require.

To return your purchase and cancel your new agreement you must:

  1. notify us in by phone on 0333 003 7777*, by email via our Contact Form, or by completing the Return Request Form and sending it to iD Mobile Ltd, PO Box 686, Salford M5 0PA within the returns period stated above
  2. obtain a Return Transaction Number from us
  3. post the product to us 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.

Returning an upgrade?

If you upgraded your tariff in a Carphone Warehouse store, you will not be able to return the device for a full refund if you change your mind within 14 days but you will be eligible to exchange the device for a different model providing your return meets all conditions above. Returning an upgrade does not result in cancellation of your iD line. Providing your return meets all conditions above, the new contract term will be reversed and you will revert to your previous tariff and contract term. To cancel your iD line entirely you will be required to call 0333 003 7777* or refer to your Terms & Conditions and give 30 days’ notice, and will be required to pay until either the end of that notice period, or the end of your original contract term, whichever is the latter. When returning your upgrade, keep your SIM card as you may want to use it in a new phone device if you choose to upgrade again./p>

Returning a new pay monthly phone or device?

We recommend you keep and destroy the SIM card once you've returned the phone/device. You’ll be liable to pay for any charges incurred on this SIM card until your handset is returned and the contract is deactivated.

What can't I return or exchange?

  • Downloads and apps
  • All headphones (this is for hygiene reasons)

If you want to exchange your phone device for something else, you'll need to return it for a full refund and then make a new purchase. New subscription returns will result in a loss of the phone number you were given, and you may be subject to an additional credit check.

Repairs & faulty phones or devices

If your phone device develops a fault within 30 days of purchase call 0333 003 7777* and we'll arrange an exchange.

* 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.

If your phone device develops a fault after 30 days and is within the warranty period we'll repair it for you through Carphone Warehouse. For full details on how to get your phone device repaired visit Carphone Warehouse's repair page.

If your phone or device has been damaged it can still be repaired but this won't come under the manufacturer's warranty and there will be a charge.

Payment can be made by any major credit or debit card. You confirm that the credit/debit card used for your order is your own.

All credit/debit card holders are subject to validation checks and authorisation by the card issuer. We may share your personal information with such third parties as are necessary to enable us to do such checks. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.

Please read our privacy policy for information on why and how we use your personal information and for details on your rights in relation to such information.

If you're a consumer, the terms of this agreement won't affect any legal rights which you may have under any law and which we can't exclude.

Please tell us about any changes to your contact details so we can contact you in relation to your order or use of our services.

We may update these terms from time to time, so please check the then-current version before you place your order.

These terms are governed by English law, unless:

  • you live in Scotland, in which case, it will be governed by Scots law; or
  • you live in Northern Ireland, in which case it will be governed by the law of Northern Ireland.

iD Mobile Limited
Registered address: 1 Portal Way, London, W3 6RS
Registered company number: 09304672