Exchange a phone
- Exchanging a phone when you've changed your mind
If you change your mind about your phone for any reason, please contact us by phone or Webchat within 14 days of delivery so we can help you find a new phone.
To make your exchange as hassle-free as possible, we’ll cancel your contract and arrange for our couriers, DPD, to pick up the phone at a suitable time and place (there’ll be a £5 charge for collection). Please make sure the phone is in pristine, as-new condition with its original packaging and box contents. Then we’ll send you your new phone as soon as we can.
- Exchanging a broken phone
If your phone arrived damaged or you’ve found a fundamental fault in the phone’s software or hardware, please contact us within 30 days of your order so we can help. First, we’ll run remote diagnostics over the phone. If that doesn’t work, don’t worry. We’ll let you know what the next steps are for getting your phone fixed or getting a replacement.
- I’ve had my phone for longer than 30 days. How do I get it fixed?
If you’ve had your phone for more than 30 days and something goes wrong, please contact us via Webchat or phone. We’ll run remote diagnostics and if there are any software issues, we’ll fix them for you. If your phone has a hardware issue, then you might be eligible for an upgrade.
If we’re not able to fix a phone that breaks after 30 days, please contact your phone’s manufacturer or repair centre directly so they can help you fix it. Most phones are under warranty for a minimum of 12 months and many for 24 months.
- How do I get my phone manufacturer to fix my phone fault if it’s under warranty?
If your phone is still under warranty, you'll need to contact them directly. Take a look at the table below to see how long your phone warranty lasts and how you can contact your phone's manufacturer.
Make of phone Phone warranty Contact number Website Alcatel 24 months 0207 458 0026 Alcatel Support Apple 12 months 0800 107 6285 Apple Support BlackBerry 24 months 01753 558 410 Blackberry Support CAT 24 months 0844 856 7004 CAT Support Doro 12 months 01753 907 980 Doro Support HTC 24 months 0203 684 5000 HTC Support Huawei 24 months 0333 370 0800 Huawei Support LG 24 months 0344 847 5454 LG Support Motorola 12 months 03339 997 550 Motorola Support Nokia and Microsoft 24 months 0344 800 2400 Nokia and Microsoft Support Samsung 24 months 0330 726 7864 Samsung Support Sony 24 months 0370 5237237 Sony Support
- I’ve got insurance – what should I do?
If you have insurance, please contact your insurance provider directly to make a claim.