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View BasketWhat if I want to cancel my order?
How do I return my order?
What if my goods have developed a fault?
Can I have a phone delivered to a different address?
I want to query my bill - add bundles - add roaming etc.
When will my phone arrive?
Why has my order been declined?
Laptop / Netbook and Mobile Broadband queries
How do I make a complaint?
Contact us
What can I do if I'm not happy with the way my complaint has been handled?
Can I transfer my existing telephone number to my new phone?
Orange
- Contact your existing network to obtain a PAC (Port Authorisation Code).
- The handset you bought from us will be connected with a temporary number.
- On receipt of the handset, contact Orange on 0800 376 2285 quoting your temporary number, existing number and PAC .You will be advised of a transfer date, usually within 5 – 7 working days.
O2
- Contact your existing network to obtain a PAC (Port Authorisation Code).
- The handset you bought from us will be connected with a temporary number.
- On receipt of the handset, contact 02 on 0870 241 0202 quoting your temporary number, existing number and PAC. You will be advised of a transfer date, usually within 5 – 7 working days.
3
- Contact your existing network to obtain a PAC (Port Authorisation Code).
- The handset you bought from us will be connected with a temporary number.
- On receipt of the handset, contact Three on 08707 330 333 quoting your temporary number, existing number and PAC. You will be advised of a transfer date, usually within 5 – 7 working days.
T-Mobile
- Contact your existing network to obtain a PAC (Port Authorisation Code).
- The handset you bought from us will be connected with a temporary number.
- On receipt of the handset, contact Three on 0845 412 5000 quoting your temporary number, existing number and PAC. You will be advised of a transfer date, usually within 5 – 7 working days.
Vodafone
- Coming soon
What if I want to cancel my order?
We're confident you'll be happy with your order however, if for any reason you're not, you have the right to cancel within 7 days from when you placed the order. You will need to return all items in their original condition including any accessories, vouchers and free promotional items within 7 days.
For any help you may need, please Contact Us where a colleague will be happy to help.
Please Contact Us where a member of our team will be happy to help.
How do I return my order
To arrange the return of the item(s) please Contact Us within 7 days of placing the order.
- To ensure a safe return of the order you must return the item(s) by special delivery.
- Please quote the returns reference number we have given you.
- Once we've recieved the item(s) in their original condition, we will remit a full refund to the original payment card.
- If you do not return the items within 14 days of your cancellation, we will make a charge in respect of the cost of recovering (or attempting to recover) the item(s).
- If you do not return the item(s) within 14 days, we will understand that you have accepted the goods and are happy with them.
- If you change your mind and cancel your contract under our cancellation policy you must return your goods in its original and undamaged packaging with all of its components. We reserve the right to seek recovery of the goods and make a charge for the cost of recovery or invoice you for the product.
- If we try and deliver the goods to you and you, the goods will be returned to us and we will refund the price paid to your card; alternatively if you have taken delivery please follow the procedure under ‘How do I return my order’.
- It is important you Contact Us before returning the phone, as you will be issued with a returns authorisation number and the returns address. This allows us to track your return and ensure the phone is disconnected with the network. Your goods must be returned in it’s original condition together with the original packaging with all components included and within the return period.
For any help you may need, please Contact Us where a colleague will be happy to help.
What if my goods have developed a fault?
If your chosen phone does not work or is faulty please contact Asda Care number on 0844 264 0878, a colleague will be happy to help you.
Can I have my phone delivered to a different address?
As a security precaution we will only deliver to the address where your bank details are registered. We cannot deliver to any other destination, as we want to ensure safe transit of the goods direct to you.
For any help you may need, please Contact Us where a colleague will be happy to help.
I want to query my bill – add bundles – add roaming etc.
For any billing enquiries please contact your chosen network.
To make it easier for you, we've listed the network Customer Care phone numbers:
Vodafone
0870 0733222 or call 191 from your handset
T Mobile
0845 412 5000 or call 150 from your handset
Orange
0797 3100150 or call 150 from your handset
When will my phone arrive?
Delivery will be made to the address you've entered on the application form.
For orders placed before 12 noon Monday to Thursday we aim to deliver your order the next day.
If your order is placed after 12 noon or on a Friday or anytime on a Saturday or Sunday then we aim to deliver within 3 to 7 working days. The despatch of your goods is subject to a successful completion of a credit check and this may delay despatch and delivery of your order.
For any help you may need, please Contact Us where a colleague will be happy to help.
Why has my order been declined?
If your order has been declined by your chosen network then we can’t tell you why. If you would like to obtain a credit report please see below for details.
Go on line: www.equifax.co.uk
Following the guide for obtaining the appropriate report, different reports cost different amounts, the minimum report costs £2.
To request a copy of you Statutory Credit Report from Equifax, please contact Equifax in writing to: Equifax, Plc., Credit File Advice Centre, PO Box 1140, Bradford BD1 5US
Laptop / Netbook and Mobile Broadband Queries
If you would like more information about laptops / netbooks and mobile broadband then please Contact Us where one of our colleagues will be happy to help.
How do I make a complaint?
We're confident that you'll be happy with the service we aim to deliver and we hope you're happy with the goods you've recieved. However, if you are not happy and you want to make a complaint, please Contact Us by phone, email or letter.
One of our friendly advisers will try to solve the problem during your phone call and seek to resolve your issue.
Please Contact Us and we will be happy to help.
Contact us:
You can contact us in any of the following ways:
Monday to Friday 9.00am - 5.30pm, Saturday 9.00am - 1pm. Calls may be recorded.
PO BOX 7314, Daventry, NN11 1BY
What can I do if I'm not happy with the way my complaint has been handled?
We want to give you great service and we'll do our best to deal with your complaint and make sure you're happy. However, if you are unhappy with any aspect of our service then please Contact Us and ask to speak to a manager.