Wanting to keep your current number?

If you want to keep your current number when you change network provider, then a PAC (Porting Authorisation Code) will let you do this.

This won’t work if you’re staying with the existing network provider. Instead, you’ll need to select an upgrade deal with that provider.

Wanting to cancel your number?

A STAC (service termination authorisation code) lets you disconnect and cancel your current number when you change network provider.

You can enter a PAC/STAC code when you’re ordering, or port your number at a later date. Just contact your new provider with the PAC and they’ll do the rest for you. If your number has not ported within 2 working days of receiving your order, your new network provider will be able to help.

Please note: Once you have received your PAC/STAC code, this will be valid for just 30 days. It’s important to use the code within this time period as you’ll continue to be billed on the existing contract. But if you do forget and your PAC/STAC expires, you can simply request a new one from the network!

We know how exciting it is getting a new phone, which is why we aim to deliver your new device the following day through DPD.

Once you’ve been notified that your order has been dispatched, you’ll receive a tracking number through email and SMS, and this will be live by the latest 11am on the morning of your delivery day, where you’ll be provided with an hour time slot.

We’ll keep in touch through email and text, plus you can keep an eye on your order through your ‘My Account’ section. If you’re a new customer, don’t forget to use the same email address as your order!

Unfortunately, the below postcodes are not eligible for next day delivery, so you’ll have to wait a little longer with an estimated delivery time of 2-3 working days.

We do indeed!

Our trade-in partner is MTR Group LTD (Also known as Fonewizard). They can accept any fully functioning or damaged handsets (excluding liquid damage), as long as the description you provide matches the handset you’re trading in.

If it doesn’t match, you’ll receive an email with an updated quote for your device that you’ll be able to accept or decline. If you decline, your device will simply be returned to you.

To trade in, simply add it to the basket at checkout when placing your order, but if you suddenly decide you don’t want to part ways with your old phone, there’s no need to worry, you aren’t tied into anything. A trade-in quote is separate from your contract and won’t affect your order with us.

If you requested a trade-in pack when you ordered but not received it, please contact MTR directly to request a new one.

Brand new Apple handsets have a 24-month warranty with the first 12 months being with Apple and the second 12 months with us.

For the second 12 months, we’ll need a diagnostics report from Apple confirming the fault with the device. Please speak to Apple directly to receive this, and then send the report over to us.

The warranty repair process can take around 4-6 weeks from the device being sent to the repair centre. Before sending it, please make sure accessories, PIN locks, passcodes and any Find My iPhone settings have been removed.

As for other manufacturers, the warranty is with them and covers the full 24-months if any mechanical/electrical faults occur.

To cancel your contract, your handset will need to be free from any damage, and in a resaleable condition. The device will need to be reset to factory settings, with PIN locks, passcodes and any Find My iPhone settings removed. Then all you need to do is pop the device in the box along with any accessories it came with. This can take up to 5-7 working days to complete your cancellation.

Once your cancellation has been completed and contract disconnected by the network provider, you’ll be refunded for any upfront payments within 3-5 working days from receipt of your return email.

Plans change, we understand. If you’re not going to be in, you can upgrade your delivery slot on DPD’s website using your tracking number. You can’t specify a time of delivery, but you can change the day.

And whether you just popped out or didn’t hear the door knock, DPD will reattempt any missed deliveries the next working day. If you miss the 2nd delivery attempt.