We’ve Moved.

A: Orders placed before 8pm Monday to Thursday or before 4pm Friday to Sunday will be sent next day delivery (except on bank holidays). This is subject to same day credit/security check approval and stock availability. The Smartphone Company currently uses DPD to dispatch your new phone.

Deliveries to Northern Scotland, Channel islands and Northern Ireland and can take up to 3 working days, please refer to the table below for applicable postcodes

We may stagger the delivery for multiple orders placed at the same time, this is to ensure we don’t encounter any blocks from the network when we process the connection and also to protect our customers from fraudulent activity.

A: You can check your order status by logging in to the account section of the website which can be found here. Once in your account, click on ‘order tracking’ and this will show you the status of any orders you have placed. You will also be updated via email on the process of your order.

A: Once your order is ready to send out to you, an ‘order dispatched’ email containing your order tracking reference number will be sent to you. You can use this to track your order via the DPD website here.

A: DPD will provide a one hour delivery slot as a guide to when your parcel should be with you. As above, simply use the tracking information provided to you in your “order dispatched” email where you will find details of your delivery slot and the current progress of your parcel.

Q: Using the ‘Your DPD’ App, you will be able to delay or upgrade your delivery for an earlier time. We currently do not offer the DPD services for DPD Pickup Shop, deliver to your preferred neighbour or leave at a ‘safe place’.

A: Simply visit the tracking information on DPDs website (as provided in your “order dispatched” email) where you will be able to schedule a re-delivery.

A: Due to the high value of the goods being shipped, we can ONLY dispatch goods to the billing address provided.

A: Subject to manufacturer and supplier availability, we aim to despatch your gift within 15 days of you receiving your handset, and deliver this within 16 - 18 days. Please note that in some circumstances where demand for your gift is high, delivery of gifts could take up to 28 days from receipt of handset. For this we apologise.

A: The Smartphone Company only ship and operate within the UK, we also only accept GBP Sterling on all payments.

A: Subject to manufacturer and supplier availability, we aim to dispatch your bundle 15 days after the delivery of your handset. Should the 15th day fall on a weekend or Bank Holiday then your bundle will be dispatched the following working day. If you are not entirely satisfied with your handset and wish to exchange the product, this may also cause a delay to the delivery of your bundle.

A: No, your bundle will be sent automatically so you don’t have to do anything.

A: Please let us know if you haven’t received your bundle and we will ensure we do our up-most to assist you with the prompt delivery of your product.

A: Not to worry, if you miss delivery of your bundle you will be left a calling card and this will allow you to pick up your bundle at the nearest courier depot.

Here at The Smartphone Company, we always want our customers to be 100% happy with their purchase, if however you change your mind with 14 days of receiving.

Please note that in order for us to accept your bundle for an exchange it must meet the following criteria:

• Must be In its original packaging which must remain undamaged;
• Must be returned with its original manuals, leads and any other in box products it was delivered with.

If any of the above criteria is not met then we may not accept your bundle back for exchange.

For any bundles which are faulty, we understand that some of the above criteria may not be met and will do our best to offer a like for like exchange within the 30 day exchange period. For any faults outside of 30 days you could be covered by your manufacturer warranty, and should contact the relevant teams below.

To exchange a faulty bundle within The Smartphone Company’s 30 day returns policy, please contact customer services on 0345 470 4000.

We will then arrange collection and exchange the faulty bundle.

To repair a bundle under the standard manufactures warranty and outside of the The Smartphone Company’s own 30 day returns period, please use the points of contact below:

Apple Repairs

Contact Apple UK directly on 0844 2090611, 0844 2090611 (apple) visit their self service website here.

Amazon (Kindle) Repairs

Contact Amazon directly on 0800 4962449.

Beats Repairs

Contact Beats directly on 0800 0282329.

GHD Repairs

Contact GHD UK directly on 0845 3301133.

Google Nexus (ASUS) Repairs

Contact Google Nexus (ASUS) directly on 0844 8008340.

Microsoft (Xbox) Repairs

Contact Microsoft (Xbox) UK directly visit their self service website here.

Samsung Repairs

Contact Samsung UK directly on 0330 726 7864.

Sony (Playstation) Repairs

Contact Sony (Playstation) directly on 0844 7360595.

Toshiba repairs

Contact Toshiba UK directly on 0844 8478944.

Phone insurance and technical support is optional, and is charged at £9.99 monthly after your first month and can be cancelled at any time.

When you purchase your phone from us, provided you have agreed to the insurance option, your bank details are then included within the insurance scheme. The Direct Debit Guarantee is given to you during the sale process detailing all the safeguards of the paperless Direct Debit scheme. Citymain write to each customer confirming the cover and giving confirmation of the Direct Debit set up. On month two Citymain will collect the monthly premium by Direct Debit from your account.

Phone insurance and technical support is optional, and is charged at £9.99 monthly after your first month and can be cancelled at any time and will be collected by Direct Debit from month 2 onwards from your bank account.

Providing you have agreed to purchase the insurance option, your phone is covered from when you receive your phone. Cover continues from month two onwards subject to you having paid the monthly premium by Direct Debit.

Regretfully the coverage is only available to those people who are permanently resident in the United Kingdom. If you reside in any other country such as the United States we regret that we are not able to provide insurance. If you are a UK permanent resident, you are covered for up to 90 days world-wide cover in any one year.

This policy covers you for Theft, Accidental Damage and Mechanical Breakdown.

This policy is a dedicated insurance policy especially for mobile phones, ensuring rapid replacement or repair of your handset once your claim has been accepted. Household policies often have a much higher excess and a claim for your mobile phone will more than likely affect your no claims bonus.

If you have not damaged the phone by accident, and you bought the phone less than a year ago, it is likely that the handset is covered by the manufacturer’s warranty. In this case please call the Mobile Phones Direct customer care on 0800 888100. If you purchased the phone in excess of a year ago, call the claim line on 0333 999 7906.

In the event of theft:

You must notify the Network you are connected to and have the line temporarily barred within 24 hours of discovering the incident.

Notify the local Police authorities within 24 hours of discovering the incident and obtain a Crime Reference Number.

Register your claim by simply using our online claims portal link: www.eclaimcity.co.uk

Alternatively you can contact our claims helpline on 0333 999 7906. Lines are open on Monday to Friday 9am – 5.30pm.

Register your claim by simply using our online claims portal link below: www.eclaimcity.co.uk Alternatively you can contact our claims helpline on 0333 999 7906. Lines are open on Monday to Friday 9am – 5.30pm.

We cannot begin to assess your claim until we receive the fully completed claim form and all the required supporting documentation. Not completing the claim form fully or not providing all the required supporting documentation will delay the assessment of your claim. Once we have the fully completed claim form and all required supporting documentation, we aim to assess your claim within 2 working days and we will then let you know whether your claim has been authorised or not. If authorised, the following timescales will then apply:

• For Theft claims please allow a further 3 – 5 working days from the date of authorisation for a replacement handset to be issued (subject to stock availability).

• For Accidental Damage claims please allow 5 - 7 working days from the date of authorisation for your handset to be repaired and returned (subject to stock of parts).

Please telephone 0333 999 7906.

The Sale of Goods Acts lay down several conditions that all goods sold by a trader must meet. The goods must be of satisfactory quality, as described and fit for purpose.

Your statutory rights are limited which is why we offer insurance (not just an extended warranty) specially designed to protect your mobile phone (but not e.g. accessories or car kits) for up to 5 years, (with the first 1 month free) against the risks of theft, accidental damage (including water damage) and breakdown whilst being used in the United Kingdom (and worldwide for a maximum of 90 days in any one year) by you as the person who purchased it or your spouse or partner, children, brothers, sisters and parents who permanently live with you. This insurance is arranged by The Smartphone Company & underwritten by UK General Insurance Ltd on behalf of Great Lakes Insurance SE is a German insurance company with its headquarters at Königinstrasse 107, 80802 Munich. UK Branch office: Plantation Place 30 Fenchurch Street, London, EC3M 3AJ.

Great Lakes Insurance SE, UK Branch, is authorised by Bundesanstalt für Finanzdienstleistungsaufsicht and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about the extent of their regulation by the Financial Conduct Authority and Prudential Regulation Authority are available on request.

Because the cover is insured it is the duty of the Financial Services Compensation Scheme to ensure that a percentage of sums owed to policyholders is paid if their insurance company is in liquidation and unable to pay. Such payments are subject to restrictions and not all policyholders may benefit. Further details are available on request from the Financial Services Compensation Scheme website http://fscs.org.uk/ or by phone at 020 7892 7300.

Other Insurance (including some elements of household insurance) may be available for your mobile phone other than from the insurer whose cover is offered on this site. Your mobile phone insurance will not be automatically terminated in the event of a claim being made.

Like all policies, there are some things this insurance does not cover. Importantly these include; • theft claims not accompanied by a Crime Reference Number. • the excess of £100 for each and every claim. • inappropriate use. • breakdown which occurs during the manufacturer’s warranty period. • abuse, wear and tear or gradual deterioration of the phone. • cosmetic damage to the phone. • any claim amount that exceeds the replacement value of your phone. • theft claims that are not reported to the Police and your Network within 24 hours of discovering the incident. • theft from an unattended vehicle unless the vehicle is locked and the phone is locked away and completely hidden. • theft from any premises unless there is evidence of forced entry. • theft of the mobile phone left unattended in a public place or a place to which the public has regular access.

You are required to take all reasonable precautions to protect the mobile phone against theft or damage.

Following your 1 month free insurance, premiums will be collected monthly by Direct Debit including any IPT. Your cover will continue by periods of one month (up to a maximum period of cover of 5 years) upon receipt of your monthly premiums. You can cancel your Direct Debit at any time via contacting Citymain Insurance directly on: 0333 999 7906. You have a right to cancel the insurance by giving written notice of cancellation within 14 days of the receipt of confirmation of insurance cover to the Citymain Administrators Limited (“the Administrator”) at 3000 Lakeside, North Harbour, Western Road, Portsmouth, PO6 3EN quoting your mobile phone number. If you do not exercise this right to cancel then your rights and those of the insurer to cancel this insurance cover thereafter are that you may cancel this insurance at any time by giving notice of cancellation, by email or by telephone, to the Administrator. Cover will terminate immediately on receipt of your cancellation.

Soon after we have dispatched your phone, we will process the connection to your chosen tariff, and notify you as soon as you have been connected to the network.

When you receive your new phone from The Smartphone Company, it will include your new SIM card. Activation of the card can take up to 12 hours. In the exceptional case that the phone is not connected to the network after 12 hours, please get in contact with The Smartphone Company’s customer service team, who will be more than happy to assist you in any way. Please do not contact the network directly within this 12 hour period.

You can be upgraded on EE 45 days from your contract end date. If you are unsure of whether or not you are eligible for an upgrade, please call us and we can assist by talking you through your options.

For Vodafone and Three customers, upgrades can be performed within the final 30 days of the contract.

Text to Switch is a free text message service whereby you can obtain your PAC or STAC code for number porting or network termination.

A PAC code, otherwise known as a Port Authorisation Code is a unique code that is issued by network providers which allow you to ‘port’ (move) your number over from one network to another.

To get your PAC code, simply text ‘PAC’ to 65075, free of charge. You will receive your code via text and it will be valid for 30 days. You can then enter it at the checkout point when purchasing your new phone. If you have already purchased it, contact your new network directly and give them the code so they can move your number over. It normally takes 1 working day for the switchover to take place and once complete your contract with the old provider will cease and you will no longer be billed.

A STAC code, otherwise known as a Service Termination Authorisation Code is a unique code that is issued by network providers which allow you to cancel your existing contract.

To get your STAC code, simply text ‘STAC’ to 75075, free of charge. You will receive your code via text and it will be valid for 30 days. To terminate your existing contract, enter the code at the checkout of your new handset purchase. If you have already purchased it, contact your new network directly and give them the code so they can terminate your current network contract. This normally takes 1 working day until your contract with the old provider will cease and you will no longer be billed.

When processing a network credit check a copy of your Passport or Driving Licence, plus a Bank Statement or Utility Bill dated within the last 3 months may be required for anti-fraud purposes. This needs to be an original copy due to the network not accepting on-line bills or photocopies. They will accept a Catalogue bill with a named address but this must be dated within the last 3 months.

A: We accept payment for online orders by Visa, Delta, MasterCard and Maestro, we don’t currently accept pre-paid cards and orders placed with this payment method will be cancelled by our security teams.

A: All prices are inclusive of VAT.

Please note: We do not deliver outside of the UK, Eire and the Channel Islands and reserve the right to make additional charges for deliveries to Eire or the Channel Islands.

We use a deferred payment of £2.50 (shadow payments) when processing an order so that in the case of a customer not being approved for a pay-monthly contract by the network provider, failing a security check or simply changing their mind and cancelling the order - no money will have been transferred from your account to The Smartphone Company.

A deferred payment means that the card details are checked and a “shadow” is placed on the customer’s account - meaning the customer subsequently cannot spend those funds elsewhere, and again, they would see a differing “available balance” on their bank account.

Unlike immediate payments, deferred transactions are not sent to the bank for completion the following morning. And they won’t be until we manually “release” them.

The “shadow” on the customer’s account will remain for up to 30 days.

At any point within this time we can “release” these funds (meaning we can give the Bank an instruction to say ‘the order has now completed and we now wish to take the full some of money from the customers bank account and place it in to our own’) We can, if we wish, also abort the transaction instead of releasing it, so the customer is never charged and no money is ever physically removed from the customer’s account.

As stated previous, a shadow on the customer’s account will remain for up to 30 days regardless of whether or not the order is fully complete. After a 30 day period the transactions are automatically aborted and the customer will be given access to the full funds in their account.

In the case of an unsuccessful transaction, we can send an instruction to the back to abort the shadow payment, releasing the payment back to the customer within 3 to 5 working days. We do not have a mechanism to expedite this time frame.

There are two stages to the credit check process when taking out a contract, our checks and the checks undertaken by the network. At The Smartphone Company we perform a CV2/AVS check during the purchasing process. This is a very quick check against the debit/credit card registered details versus the details you have provided to us.

There is then the network credit check, which can take up to 12 hours. We will update you when this process is completed.

To prevent any chance of credit card fraud we may require customers to complete an additional in-house security check on contract deals, along with any SIM-Free purchases as an added precaution. Please rest assured that this is for the safety of you, the customer only and not a reflection on any past credit history. This additional anti-fraud procedure will only take a few minutes to complete online and once passed we can progress your order swiftly.

In addition to the security checks, we may stagger the delivery for multiple orders placed at the same time, this is to ensure we don’t encounter any blocks from the network when we process the connection and also to protect our customers from fraudulent activity.

Our site is hosted on a dedicated server which uses the industry-approved security, SSL encryption. This means that all our systems have the highest level of data protection available.

We make sure all our refurbished handsets are thoroughly inspected, tested and restored to get them as close as possible to the performance and appearance of their brand new counterparts.

All handsets are supplied complete with the battery and charger in either their original packaging or a new non-branded white box - in most cases additional accessories such as headphones etc. are included although we can only guarantee the battery and charger will be supplied. As all handsets are fully inspected, tested and reset by our engineers, we include a minimum 6 month warranty on all devices. A great way to get hold of the latest phone at a bargain price!

If your deal included a cash back by redemption or a line rental discount this will be shown on your order confirmation email. Your cash back is claimable in five instalments over the initial duration of the airtime agreement. Cash back on 12 month contracts is claimed during billing months 4, 6, 8, 10 and 12 from the date of connection or upgrade. Cash back on 18 and 24 month contracts is claimed during billing months 6, 9, 12, 15 and 18 from the date of connection or upgrade.

To claim, simply fill out our cash back claims form which can be found in the ‘My Account’ section of the website or by clicking the following link https://www.smartphonecompany.co.uk/cashback

Please note that claims must be received within 60 days from the date shown on the mobile bill you provide to be valid.

Once approved cash back is paid within 14 working days directly into your bank account as supplied by you at the point of ordering.

Please note that you cannot claim a cash back if you have cancelled your order, disconnected the SIM card from the network, or you have changed your price plan with us, or with the network. The mobile bill you provide to us to at the point of your claim must be in relation to the mobile number we connected or upgraded. If you ported a different number to your new contract, the bills then need to show the number you have ported to.

If your contract includes automatic-cashback, you do not have to claim for this and it will be paid within 90 days of connection.

Cashback will become void for customers who disconnect from the network prior to their payment being made.

For your peace of mind, we offer a 14 day returns policy. If you want to return your goods within 14 days, please call us on 0345 470 4000.

Please note that in order for us to accept your phone for a cancellation it must meet the following criteria:

• Must be in a resalable condition;
• Must be In its original box and packaging which must remain undamaged;
• The protective film must still be applied to the handset;
• Must be returned with its original charger, leads and any other in box product it was delivered with;
• Must be returned with any free gift you may have received as a result of the phone contract (free cases, headphones etc.);
• You must remove any pin lock or passcode personalisation and return the phone to factory settings;

If your device is faulty, you have an extended 30 days.

We are always ready to assist our customers with friendly and knowledgeable advice and fast response times.

Please be aware that as a company, we ONLY communicate via Email, telephone and Social Media (Facebook, Twitter, Pinterest & YouTube). We do not use any other tools such as WhatsApp or Skype and if you are contacted via such means by individuals claiming they work for The Smartphone Company, please be aware that they DO NOT represent us and you should not purchase or buy anything from them. If needs be, report these individuals to your local authorities.

All of our contact details can be found by clicking here.

You can find us on Social Media via:

• Facebook: https://www.facebook.com/mobilephonesdirect
• Twitter: https://twitter.com/MPD_Online
• Pinterest: https://uk.pinterest.com/mobilegossip
• YouTube: https://www.youtube.com/channel/UCXxvZSmV6efQSfzJ2J8gZUA

The Smartphone Company – Complaints Procedure

Here at The Smartphone Company, we commit ourselves to providing the very best customer service before, during and after your purchase with us. We really hope that you never experience a cause for concern, or that you should ever feel the need to register a complaint. However, if you are unhappy with our service or have experienced problems when using The Smartphone Company, here is our complaints procedure.

Step One – Contact our dedicated customer services team

By Phone

You can contact our customer support team by phone on: 0345 470 4000.

By Email

Please email to the attention of management to [email protected].

We try to resolve every issue straight away but if this cannot be done, we’ll refer you to a customer services supervisor. We aim to resolve any issue or complaint within 48 hours; however this may be extended if we rely on further information from a 3rd party, such as a network provider. We will do our best to keep you updated regularly on the progress of our work in resolving your case.

Step Two – Formal written complaint

If after liaising with our customer services team and management, you are not satisfied, you can make a formal complaint by letter which will be escalated to Director level and a formal and thorough investigation.

Please write to:

Please don’t forget to include:

• Full name
• Full postal address
• E-mail address & contact number
• Order number
• Details of your complaint
• Your resolution requirements

To view your O2 Terms & Conditions click here.

With My O2, we can help you manage your account so you can avoid any nasty surprises. Download the My O2 app to view your tariff details, calling plan costs, check your bill and manage bolt ons, all from your phone.

Here is a list of additional and out of bundle charges, for full details visit o2.co.uk/help

Click here for the list of countries included in our Europe Zone.1

Travelling outside of the Europe Zone?
Add the O2 Travel bolt on to your account via the My O2 app, and get all the data, minutes and texts you need across 27 destinations, for just £4.99 a day. Alternatively, click here to understand our standard charges.

Prices shown include VAT at 20% (where applicable).

1. Europe Zone (including UK) voice calls: Applies to calls made in the Europe Zone to standard Europe Zone landlines and all Europe Zone network mobiles. Europe Zone voice calls are inclusive on the unlimited tariff. Excludes calls to special numbers including 0871, 0870, 070, 07744, 07755 and premium rate calls.

2. Voicemail Inclusive then 35p per minute thereafter except on the unlimited tariffs Europe Zone voicemail is free.

3. Calls to customer services Calls from a non-ø mobile are charged at your provider’s rates.

Vodafone’s terms & conditions can be found here

Vodafone Global Roaming gives you the freedom to take your home plan of data, minutes and texts with you across their 50 Roam-free and 60 Roam-further destinations.

In Vodafone’s 50 Roam-free destinations, there’s no additional charge to use your UK allowances. For the full list click here.

In Vodafone’s 60 Roam-further destinations, you’ll be charged £6 a day only on the days you use your phone to make a call, send a text or use data. For the full list click here.

There’s no charge to receive calls or texts across all of Vodafone’s Roam-free and Roam-further destinations.

TalkMobile’s terms & conditions can be found here.

For non-standard charges on TalkMobile, please see below:

You can find EE’s Terms & Conditions here.

For non-standard charges on EE, please see below.

Please select the appropriate link below for EE’s price guides;

Pay Monthly
SIM Only

Click the relevant Three price plan for up to date out of bundle call charges

Essential Plans
Advance Plans

O2 are carrying out essential maintenance work on their systems and any orders placed between Friday 23rd August and Sunday 25th August will experience a delay in connecting to their network.

This will not have impacted the delivery of your order, however you may not have any service until approximately 10pm on Monday 26th of August and will not be billed for these days. If after this time period you are still not connected, switch your device on and off and if this doesn’t work, please contact us directly on 0345 470 4000 and we will resolve any issues on your behalf.