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Roaming

Most of our plans no longer include free roaming as part of the package, if you opt for an Xtra Plan with the Vodafone network you can benefit from inclusive roaming in 52 European destinations. 

The charges can vary depending on your chosen network, however in most cases you will be charged £2 or £5 a day depending on your destination. For more accurate pricing please visit your networks help page on their website. 


Some networks offer packages and add-ons that allow you to benefit from an offer for roaming and can be added and removed from your plan at any point. You can check out the available add-ons to you by visiting your networks mobile app.

Yes, if you have a spend cap set this will stop you from using your phone abroad up to the amount of your spend cap, you can change this by using your mobile phone app.

Automatic Cashback

You will know what type of cashback you have by looking at your confirmation email for your order.

You're automatic cashback is processed 90 days after connection, please allow up to 21 days for this to show in your bank account.

There is no need to claim, the cashback is automatically processed 90 days after connection of your contract as long as you are still connected to the network.

If you haven’t been paid your cashback it could be for a few reasons which can be:

  • You have disconnected your contract from the network.
  • You are not up to date with your bills.
  • The account details provided for payment are incorrect.

Automatic cashback is an offer from us that helps to reduce your effective costs per month from the network. Which we process 90 days after connection and can take up to 21 days to show in your bank account.

Security ID Checks

We are required to complete a security check to ensure that we are a being responsible when dealing with your data and that we prevent fraud where possible. 

Yes absolutely. We keep them securely and privately and will delete all documents off our system within 24 hours after completing your order.

We request photographs only and they must be a full and clear image of the ID. For paperless bank statements, a PDF attachment is fine. We cannot accept scans.

Please attach any documents that are required to the form in your Fonehouse Account section, and we will process these for you.

Once you upload your documents in your Fonehouse Account you will see a thank you message from us, this means we have your documents, and they are ready to be processed. 

If we’ve confirmed that we have your ID documents, this is completed the same day, usually within 3 hours. There’s no need to get in touch, we’ll contact you as soon as we have processed your documents.

Unfortunately without the documents we are unable to proceed with the order. A consideration is buying the phone you want SIM free. You won’t need any ID documents, nor will you be credit checked.

As per the GOV.UK website, identity cards were scrapped in 2011 - they're no longer valid and can't be used as proof of identify, so unfortunately these will not be accepted.

Yes, we’ll immediately return any payments you’ve made if the order is cancelled. This usually takes 3 to 5 working days to appear on your available bank balance, although some banks may take longer. Please contact your bank for any updates.

You will only need to provide this information if we have emailed you to request ID documents. We ask some of our customers to supply ID documents to verify their details for fraud prevention. 

We are required to complete a security check to ensure that we are a being responsible when dealing with your data and that we prevent fraud where possible. 

We would first advise you to try Resetting your password for your account by clicking on ‘Forgot Your Password?’ when you attempt to login. If you are still having issues, contact our Customer Service team by visiting our contact us page and they will be able to assist you.

Returns

If you are returning your device you may still incur line rental charges during the cancellation process as the line does remain connected during this time.

In order to return your phone please visit our contact us page to reach out to our Customer Service Team, they will be able to assist you with the returns process and provide any necessary information to you.

You have 14 days from the date of delivery of your phone if you have changed your mind and 30 days from delivery if the product you have received is faulty.

We unfortunately do not offer a pre-paid label for you to return your device. 

We aim to process your return as soon as possible after receipt of the device at our return warehouse, typically we aim to complete a screening of your device within 48 hours and if approved the cancellation process with your chosen network provider may take up to 72 hours to complete.


If you no longer wish to complete your return then please visit our contact us page and reach out to our Customer Service Team to give us the good news!

You will still be able to retain your existing number if you have moved this during the 14 day cooling off period, we will ask this of you as part of our returns process when you give us a call. Please ensure you do not request a PAC Code directly from the network provider during this time as you may incur Early Termination Costs. 

Network Information

If you have a billing enquiry, we advise in this case to contact your network provider who will be able to answer any questions you have. Alternatively, as we do not have access to your bills, we would request for a copy to be sent to us with your query so that we can assist you. 

If you are experiencing issues with coverage in your area we would advise contacting the network directly, we provide all network contact information within this section of our FAQ page.

You can amend your spend cap using you relevant network phone app or by calling your network provider directly. 

  • Three: 333 from your Three Phone or 0333 300 3333
  • Vodafone: 191 from your Vodafone Phone or 0333 304 0191
  • TalkMobile: 5888 from your TalkMobile Phone or 0333 304 8064
  • SMARTY: Live Chat on the SMARTY Website or email at [email protected]
  • VOXI: Live Chat on the VOXI Website or via Twitter and Facebook

If you are outside of your 14 day cooling off period you will not be able to arrange to cancel your contract with us, you will be required to contact the network directly and arrange to pay any outstanding bills to cancel the contract. 

If you have no service on your sim card we would first suggest starting with turning your phone off and on again to reset it, if you are still not able to find any service we would then advise to contact your network provider directly who will be bale to advise you if there are any outages in the area or issues with your signal.

Redemption Cashback

Claims may be rejected if:

  • You are not claiming within your claim period.
  • You have been disconnected from the network.
  • You have changed your tariff with the network.
  • You have provided the incorrect order number or Date of Birth when submitting your claim.
  • The customers name on the bill does not match the name on the original order.
  • The copy of the bill you submit is not on the same network as the network ordered on your original order.

Redemption cashback is an offer from Fonehouse directly that helps to reduce your effective costs per month from the network. You are required to claim for this type of cashback.

You will know what type of cashback you have by looking at your confirmation email for your order.

If your deal included a cashback by redemption it will show in the order summary of your order emails. You will need to claim your cash back at different stages throughout the initial tenure of your airtime agreement.

Claiming this is easy! To simply claim login to the account section of the website and click ‘Claim Cashback’. This will take you to a simple form to fill in and submit your claim.

For 24 & 18 Month Contracts

You will need to claim your cashback in stages throughout the airtime agreement of your contract. For 24 month contracts your cashback is claimable in five instalments. You need to claim in billing months 6, 9, 12, 15 and 18 of your airtime agreement. You must claim within 60 days of your bill date.

For example, if you are connected on 1st January then your first bill date will be in January. Your sixth bill date and your first claim will be in June. When you receive your sixth bill, you will need to upload this and submit your claim, via the account section of the website, within 60 days of the date on the bill.

For 12 Month Contracts

You will need to claim your cashback in stages throughout the airtime agreement of your contract. For 12 month contracts your cashback is claimable in five instalments. You need to claim in billing months 3, 5, 7, 9 and 12 of your airtime agreement. You must claim within 60 days of your bill date.

For example, if you are connected on 1st January then your first bill date will be in January. Your third bill date and your first claim will be in March. When you receive your third bill, you will need to upload this and submit your claim, via the account section of the website, within 60 days of the date on the bill.


We aim to process all cashback claims within 21 days and pay all successful claims within 28 days via BACS. Claims will be paid into the bank account you provided at the time of ordering.

You will need to upload the first page of your network airtime bill (or a copy of) which shows:

  • The name of the customer (must match the name we have on your original order)
  • Your mobile phone number
  • The bill value
  • The bill date

We would first advise you to try Resetting your password for your account by clicking on ‘Forgot Your Password?’ when you attempt to login. If you are still having issues, contact our Customer Service team by visiting our contact us page and they will be able to assist you with other ways you can claim.

Billing

You can view your bill in a couple of ways, this can be done by downloading the correct Mobile Phone App for your provider or by logging into your network account on a computer or laptop. 

Information on how you can download your bill can be found below:

There are a few reasons why your bill may be higher than expected, we have listed some of the main ones below for you:

Your First and Last Bills

You might notice both your first bill and last bill are higher than usual. On your first bill, you'll be charged for the first few days as well as your normal monthly charge.

Your final bill may include any additional charges you owe up to the day you cancelled. This is added to the monthly charge for the 30-day notice period.

Price increases during your plan

Your bill may increase in the middle of your plan if you have reached the end of a promotional period or inline with the terms and conditions of your contract, and the approach the network takes will depend on when you joined them.

Using your phone abroad

If you do not have a spend cap set and you use your phone abroad you will incur extra charges to do this if roaming is not included as part of your plan.

Calling or texting abroad from the UK

If you call or text an international number from the UK you will be charged for this. Call charges will vary depending on the network you are with, and visiting their website will help you in finding these.

Outside of allowance charges

When using your phone for calls, certain numbers are charges outside of your regular monthly price plan and the rates for these numbers do vary, you can find more information on these charges by visiting the website of your chosen network provider.


Your first bill is usually produced 3 to 14 days from the date of delivery of your device, be aware that your first bill will appear higher than normal as you are charged a month in advance by the network, therefore they must charge you for any usage prior to your first bill date.

In some cases, your plan may include promotions and discounts, and these may not appear on your network account or bill right away. Please allow up to 7 days for this to show, and if there are any issues send us a copy of your bill so that we can query this with your chosen network for you. 

Exchanges

In most cases you should be able to change the device you have purchased within your 14 day cooling off period, please bare in mind that an additional credit check may be required in order for us to complete this change for you. You can reach out to our friendly Customer Service Team by visiting the contact us page.

You have 14 days to change your phone if you have changed your mind and 30 days if it becomes or arrives faulty. 

In order to exchange your phone please visit the contact us page to reach out to our Customer Service Team, they will be able to assist you with the exchange process and provide any necessary information to you.

If you are exchanging your device you may still incur line rental charges during the process as the line does remain connected during this time.

We aim to process your return as soon as possible after receipt of the device at our return warehouse, typically we aim to complete a screening of your device within 48 hours and ship a replacement to you for next day delivery following this if approved. 

Credit Checks

If your credit check has been referred you would have received an email with any instructions to follow, in some cases we may request for you to contact the network directly to obtain a decision from the network as they may need to ask you some questions relating to the application.

The credit check that is completed is done by the network directly and they make the decision of your eligibility for the contract. 

In most cases you will require a credit check to be completed to confirm your eligibility for the phone contract you are applying for.

We do also have a range of sim card options with SMARTY and VOXI that don’t require a credit check, however these cannot be purchased with a mobile phone as part of the plan.

A credit check is required to confirm your eligibility and affordability for the phone contract you have chosen.

The time it takes to obtain a decision for your credit check depends on the network that you have chosen, you can expect a result straight away if you purchase a product with the TalkMobile or Three network. If you chose a plan with Vodafone it may take up to 3 hours to receive an update on your order within our processing times.

If for any reason you do not pass the credit check your order will be cancelled and any pending transactions will be released back to you by your bank within 3 to 5 working days.

Keeping my Number

If you wish to transfer your number from another network onto your new contract, then you need to request a PAC (Port Authorisation Code) from your current network provider. You can do this by texting the word PAC to 65075 – You will get a text message immediately with your PAC. Once you have this you will need to provide this to us during the checkout section of the website, and we will then ensure that your phone number is transferred to your new contract automatically.

If you would like to switch networks, cancel your existing number, and get a new number on your new contract, you need to request a STAC (Service Termination Authorisation Code) from your current network provider. You can do this by texting the word STAC to 75075 – You will get a text message immediately with your STAC. Once you have this you will need to provide this to us during the checkout section of the website and we will cancel your existing service when we connect your new contract.

To get a PAC you can text the work ‘PAC’ to 65075. You then need to provide this to us so we can arrange an automatic number transfer with your old network and cancel your old service.

To get a STAC you can text the work ‘STAC’ to 75075. You then need to provide this to us so we can arrange cancellation of your old service with your old network.

A PAC is a 9-character code in the format ‘ABC123456’ that allows you to port your mobile phone number over to a new network. You cannot use a PAC code to stay with the same network.

A STAC is a 9-character code in the format ‘123456ABC’ that allows you to take a new number to a new network whilst also cancelling your existing phone contract with your old network. You cannot use a STAC code to stay within the same network.

You will receive a text within 60 seconds with the code, this needs to be entered in our checkout when placing an order for a new contract.

Your mobile number will change within one working day after the new contract has been activated.

A PAC or STAC will last 30 days from the date of the request being made, the message you receive with your PAC or STAC should include its expiry date.

No, you don’t have to use these codes. If you do not provide a code, you will receive a new number and your old contract will stay active, you will be at risk of being charged for your previous contract as well as your new contract if you don’t cancel the code.

If you wanted to keep your number later down the line, you would need to discuss this with the network directly, we can only do this for you when you place your order.

You will not be charged for texting these numbers. If you are still within your contract, you may need to pay an early termination fee. The text message you receive with your code will let you know if you have any payments to make before you can switch networks.

If you have multiple numbers with your network, you would need to call your current network or visit your online account.

Yes, you can still transfer your number if you are on Pay as You Go.

If you are still within your contract, you may need to pay an early termination fee or ETF. You can find out if an ETF is due by texting INFO to 85075. To pay this fee, you would need to contact your network directly.

Yes, you can do this by obtaining a PAC code from your old / existing network and providing it to your new network. Unfortunately, you will have to do this directly with the networks.

No, unfortunately the networks don’t allow you to port your number if you are staying on the same network as your current contract, if you would like to keep your number with the existing network you would be required to upgrade or you can call our team on 0333 900 1133 so we can help you with any other options

Refunds & Pending Transactions

Online banks work differently to your everyday high street bank, and therefore any refunds or pending transactions may take longer to appear back in your available balance, typically up to 30 days. Don’t worry though, you can contact the bank to query this with them and they should be able to provide more information to you.

You can expect this back in your available balance 3 to 5 days from the date of the transaction, as this is a pending transaction you may not see this appear on your bank statement as coming back to you.

If your order has been cancelled prior to shipment the upfront cost is a pending transaction with your bank, this transaction would have since been cancelled and the bank should be processing this back into your available balance, this usually takes 3 to 5 working days but can take between 8 to 30 days if you are with an online bank.

If you have returned your device you will receive a full refund of any monies paid 3 to 5 days after the confirmation of your contract being cancelled. 

As per our terms and conditions the £2.50 pending payment is to verify the card you are using and is returned to you by your bank.

Accessories & Gifts

If you are not at home DPD will leave a calling card (with contact details) and reattempt the following working day. If your second delivery is missed, your order will be returned to your nearest DPD depot and held for 72 hours. You can get in touch with DPD online or by calling 0121 275 0500

Usually gifts are sent to you 90 days after the connection of your order, provided you are still paying for your contract and are connected to the network, these are subject to stock availability. 

You can contact the manufacturer of the product for instructions on repair or for assistance.

Please visit our contact us page to reach out to our Customer Service team, have your order number, name and post code to hand so we can assist you.

The SIM card is usually located either in the network welcome pack, or in an envelope down the side of the phone box. If you still cannot locate the SIM card or the accessory you received from us is faulty please visit our contact us page to reach out to our Customer Service team.

Free gifts are delivered after 90 days of the connection of your mobile phone. We will send you confirmation of delivery closer to the time. The package will be dispatched to your home address. We cannot deliver these items to alternative addresses.
Once the free gift has been used it can’t be returned.

Delivery

If your order has been placed over a Bank Holiday weekend, you can except delivery of your order, if accepted, on the following working day which is usually on a Tuesday. Unfortunately, DPD are not able to deliver your phone on a Bank Holiday. 

In the unlikely event that you have not received your delivery and the tracking has not been updated please visit our contact us page to reach out to our Customer Service Team as we may need to contact DPD to obtain more information for you. 

Your phone will be delivered by courier (DPD) and will be packaged in a DPD Bag, a brown box and include your order inside. You or another member of your household do need to be at home in order to accept the delivery as DPD will take a photo of the parcel when it arrives.

Unfortunately, due to security measures we have in place you are not able to change your delivery address if you are taking out a new contract with Fonehouse, in some cases we are able to change the address for existing customers who are upgrading with us.

If you are not in on the day of your delivery you are able to update your delivery date or upgrade your delivery by visiting the DPD website, logging into the DPD App or calling DPD on 0121 275 0500. Please be aware that as you have ordered a mobile phone, options such as: Leave with Neighbour, Leave in a Safe Place or DPD Pick Up Shop will not be made available to you. 

We use DPD's premium next day delivery service which requires for you to be in to accept the parcel on arrival. If you are not going to be home DPD will leave you a consignment card to rearrange delivery.


Order Time:Expected Delivery
Monday to Thursday before 9pm*Next Day
Friday before 5.30pm*Next Day
Saturday before 2pm*Sunday
Sunday before 5.00pm*Next Day

*Subject to successful network and / or identity checks and stock. Excludes bank holidays. For more information on weekend and bank holiday deliveries please see our FAQs


If you have received a damaged device please call us within 24 hours of receipt to allow us to look into this for you.

If you are reporting this after the initial 24 hours we will need to raise an investigation with our courier. Please give us a call to report and discuss next steps. 

Other Order FAQs

COMPLAINTS PROCEDURE

Here at KTM Online, we pride ourselves on our fantastic customer service before, during and long after your purchase. We focus on providing meticulously selected products, fantastic offers and brilliant service delivery to all of our customers.

We sincerely hope that you never receive a product or service that is below the very high standards we set for ourselves. However, if you are unhappy with our service or have experienced problems when using our website or products, please refer to our complaints procedure below:


Step 1 – Contact our customer service team

You can contact our customer service team by phone on: or you can email us at [email protected] or [email protected].

We aim to resolve all complaints and issues raised within 48 hours, however, it may take longer if we need to access further information from a third party, such as a courier or network provider. Nevertheless, we endeavour to regularly update you on our progress in resolving your case.


Step 2 – Submit a written complaint

If you remain unsatisfied with the progress of Step 1 or would like to escalate the issue further, you can make a formal complaint to us via a letter to our Head Office. Please write to:


Fonehouse / Metrofone Head Office


Customer Service Director 

KTM Online Limited

Unit 5 - The E-Centre

Easthampstead Road

Bracknell

Berkshire

RG12 1NF


Please remember to include the following information:


  • Full name
  • Full postal address
  • Email address and best contact number
  • Order number
  • Details of your complaint


Your complaint will be acknowledged as soon as possible and a manager will respond to you in writing. We aim to respond to these complaints within seven days. If more time is required, you will be kept informed as to when you can expect a response.


Online Dispute Resolution

From the 15th of February 2016, customers who purchase their device or contract online can use the Online Dispute Resolution (ODR) platform. To apply to the ODR platform an online form must be completed and submitted. Further information about the ODR service and the form can be found here.

You are not required to use the ODR portal and KTM Online is not registered to the ODR platform, so, customers should first try to resolve any dispute directly via the complaints procedure above.


You can get an update on your order by checking the status when you log into your Fonehouse Account, this is the quickest and easiest way to do so.

We endeavour to ensure that all our phones are delivered to you in a timely manner, however if your phone does go out of stock, we advise customer to check the device they have ordered on our website where we provide information on the expected delivery date of your phone.

If you would like to change or update your order, please get in touch with our Customer Service Team by visiting our contact us page.

The proof of purchase of your order is the final email you receive that confirms the phone you have ordered, your IMEI and the phone number for your contract.

Yes, you are able to purchase a business contract, however this does need to be completed over the phone by calling 0333 332 0489 or booking an appointment with your local store.

If you have placed an order but have not received an email we would first advise to check your Spam or Junk folder, if you still are not able to find the email please visit our contact us page and reach out to us so that we can try to locate your order for you. 

Yes you can, if you would like to do so feel free to give our team a call on 0333 900 1133. 

Sim Only Deliveries

Sim Only Contracts are delivered using Royal Mail and will be posted through your letterbox in an envelope.

You shouldn’t miss delivery as Royal Mail should post this through your letterbox with any of your usual post.

In the unlikely event that you have been waiting for more that 3 days for your Sim to arrive please contact our Customer Service team by visiting our contact us page so that they can provide you with information to obtain a replacement sim card from the network provider.

Trade Ins

Yes, you can cancel your Trade In by visiting our contact us page and reaching out to our customer service team to complete this for you.

In the event that you require assistance with your Trade In please visit our contact us page where you will be able to reach out to our Customer Service team. 

A Trade In is where you sell your old phone for cash. We've partnered with Fonehouse Services Ltd to provide this service. Depending on the condition of your old phone, you'll get paid on the same day we receive your old phone.

We've made it really easy for you to buy a new phone AND sell us your old phone at the same time. Once you have added a new phone and network to your basket, simply use our trade in tool in the basket to see a quote for your old phone. If your happy with the price, simply add this to your basket.

Once you have successfully placed your order with us, we'll get to work with your network application. If your network application is accepted you can go ahead and send us your phone using the option you chose within check out!

You can send your device to us in one of two ways, either by printing a label or by us sending you a free pack! If you decide to trade in alongside a phone order you will be sent a trade in pack a few days after the delivery of your new phone.

Before you send your device to us make sure to factory reset it and ensure you remove any personal data.

The same day that we have received and inspected your old phone. We'll use the bank details that you supplied in our checkout.

If your old phone does not match the condition we were expecting then we'll offer you revised quote via email. You can choose to accept or refuse this price. If you choose to decline, we'll simply return your old phone back to you.

If your application is declined, we will automatically cancel your trade in order to ensure we don’t leave you without a mobile phone. However, if you still wish to trade in your phone you can do so by setting up a new trade in on our website.

Upgrades

Yes, we have some amazing offers that you can benefit from for an Upgrade. Currently you are able to purchase a Vodafone upgrade online. If you are an existing customer of Fonehouse with a Three contract, please call our friendly Sales Team on 0333 344 1600 so that you can benefit from some of our offers.

You should know your upgrade is due by checking this on your networks Mobile App, if you are unsure when your contract is up for renewal you can also call us on 0333 344 1600 so that we can confirm with you when you can upgrade.

Fonehouse can upgrade your Vodafone contract as early as 75 days before your contract is due to end, and for Three customers this is 30 days.

You can upgrade your mobile phone contract by calling us on 0333 344 1600 where our friendly sales teams will go through the options best suited to you!

Insurance

We offer a wide range of insurance policies to cover you, in the event that something goes wrong, some of the policies we are offer are:

  • Accidental Damage & Breakdown Cover
  • Theft, Accidental Damage & Breakdown Cover
  • Theft, Loss, Accidental Damage & Breakdown Cover

Our insurance provider is Warranty and Creditor Services.

If you need any information regarding your insurance policy, we recommend contacting the insurance provider Warranty and Creditor Services directly you can do this by visiting their website or calling them on 01256 471 387.

You can make a claim by visiting the Warranty and Creditor Services website and filling out the information that they request from you.

You can cancel the insurance provided by Warranty and Creditor Services by either cancelling the Direct Debit with your bank or contacting them directly on 01256 471 387. 

Gadget Helpline is a service included with your chosen insurance policy when placing an order with Fonehouse. It's designed to provide technical support for issues related to your device's software and usage, excluding hardware-related problems.

Gadget Helpline is there to assist you with software-related issues and help you navigate the usage of your device. The friendly customer support team of our insurance partner Warranty & Creditor Services will be able to tell you if the problem you are experiencing is eligible for technical support via the Gadget Helpline.

If you need technical support, simply reach out to Warranty & Creditor Services by calling 01256 471387. They will be able to assist you with the next steps to receive technical support.

Refurbished Mobile Phones

A refurbished phone is a handset that has once been owned and has now been refurbished. A lot of the time, these come from faulty handsets that have been fixed or mobile phones that have been traded in once a contract comes to an end. These returned handsets are then fixed up to make sure they’re grade A condition and resold.


Refurbished phones are great! They’re smartphones at half the price! You’re able to purchase desirable handsets at an affordable price. 

Once someone has come to the end of their contract, they may choose to trade in their phone and upgrade. This is where refurbished phones come from. Distributors will repair phones in a good condition and give them a new life. Of course, this means we get to sell them at a lower price! You don’t have to worry about losing out on any quality when it comes to the phone itself.

When you purchase a refurbished phone, we cannot guarantee that you will receive any accessories with it. As they are previously owned, some phones aren’t returned with any accessories. This means they may not be resold with accessories. This is all reflected in the price.

If you need to purchase accessories for your new refurbished phone, we’ve got a huge range of mobile phone accessories. From headphones to chargers, we’ve got it all. You can even find some stylish mobile phone cases.

If you have any form of exterior damage to the refurbished phone, you will need to claim this though insurance. Unfortunately, if you do not have insurance on the phone, you will have to visit a mobile phone repair shop.

If the phone develops a fault, there are two different ways you can get it fixed. You are covered by 30 days fonehouse warranty. This means that if the fault arises in the first 30 days of having it, we will repair or replace the handset with a like for like.

Once this 30 day warranty is up, you will find that the refurbished phone is covered by 12 months manufacturer warranty. You will need to contact the manufacturer of the phone directly to have the phone repaired or replaced.

Yes, all refurbished phones will come with warranty. You will receive 30 days warranty with fonehouse. You are able to return the mobile phone within this time if a fault is developed. We will then provide you with a like for like replacement.

You do also have 12 months manufacturer warranty. This covers you from the time you receive the handset. If a fault develops within this time frame, you will be able to get a replacement or have the phone repaired under warranty from the manufacturer.

If you’re unhappy with your new refurbished phone, please call our friendly customer service team on 0333 900 1133. They will be able to arrange return of the handset. If you choose to continue with the contract, we can provide a like for like replacement. 

Handset Information and Non UK Stock

Non UK stock is stock which is sourced from Europe for use in the UK. It is fully tested, inspected and checked by authorised partners to ensure it includes the correct firmware and accessories for use in the UK - Meaning we can bring you an even better value deal!


We only purchase Non UK stock from official and authorised partners, so we know we are always sourcing the best quality product at the cheapest prices.


From time to time, depending on a number of factors (including exchange rate), we often find that buying stock in Europe and beyond works out cheaper than buying directly from the UK. Because of our ability to import the product, we can offer our customers some of the best prices in the UK!



You will get the exact same accessories as you would if you were purchasing a UK variant of the device. The only difference is the price!


Yes, you will receive full manufacturer warranty with any Non UK stock. This is the same warranty that comes with UK sourced handsets – The only difference is the price!


Digital Codes

1. First ensure you are connected to the internet and logged into your PSN (Playstation Network) account.

2. Find the ‘Playstation Store’ icon from the menu and click on it.

3. From the left hand side menu click ‘Redeem Code’

4. Enter the unique code which we have provided you in your account section of the Fonehouse.co.uk website, and follow the online instructions to activate the code.

5. You will then be given the option to download the product to your PS4 console now, or you can download it at any time by looking under the ‘Purchased’ tab which is located in your ‘Library’

You can also Activate your code via a web browser:

1. Go to https://store.playstation.com

2. Log into your PSN (Playstation Network) account.

3. Click the smiley face in the top right of the browser

4. From that menu click ‘Redeem Codes’

5. Enter the unique code which we have provided you in your account section of the Fonehouse.co.uk website, and follow the online instructions to activate the code.

6. This will apply the credit or product to your Playstation Account.


1. First ensure you are connected to the internet and logged into your PSN (Playstation Network) account.

2. Go to ‘Settings’ and select ‘Users and Accounts’

3. Then select ‘Account > Payment and Subscriptions > Redeem Codes’

4. Enter the unique code which we have provided you in your account section of the Fonehouse.co.uk website, and follow the online instructions to activate the code.

5. You will then be given the option to download the product to your PS5 console now, or you can download it at any time by looking under the ‘Purchased’ tab which is located in your ‘Library’

You can also Activate your code via a web browser:

1. Go to https://store.playstation.com

2. Log into your PSN (Playstation Network) account.

3. Click the smiley face in the top right of the browser

4. From that menu click ‘Redeem Codes’

5. Enter the unique code which we have provided you in your account section of the Fonehouse.co.uk website, and follow the online instructions to activate the code.

6. This will apply the credit or product to your Playstation Account.


To provide the best service we can, we only sell digital download versions of games and codes.

In most cases you will receive your code instantly via your customer account. Very rarely, we may need to verify your identity or there could be a delay to retrieving your code from our supplier. In either of these circumstances, it could take up to 24 hours to receive your code.

If you haven’t received your digital code, then first check your emails and account section for an explanation. If you still need help, please call or email us and we will be happy to help. 

Your digital code can be found by logging into your ‘My Account’ section of the website. When you first make a purchase on the website, we will send you an email where you can set a password to be able to access your account.

If your code is not working then first:

- Check that you have entered your code correctly (Could be case sensitive)

- Check that your product has actually been released. If your product hasn’t been released yet, you will need to wait until release date before you redeem.

- Check to see if the platform is having any network issues (i.e. Playstation Network or Microsoft Network)

- Check you are entering the code in the correct place to redeem

If the problem persists then please give us a call or email and we will be happy to help.


Faulty Products

If your phone has very unfortunately developed a fault we are always on hand to help! In these cases we would offer for you to send your phone to us for testing and process an exchange for you, to start this process please reach out to our Customer Service team by visiting the contact us page.

If your phone develops or arrives with a fault you have 30 days to report this to us.

We would always look to replace your phone for you however this does vary case by case and we will inform you if any repairs need to be completed.

We aim to process your return as soon as possible after receipt of the device at our return warehouse, typically we aim to complete a screening of your device within 48 hours and ship a replacement to you for next day delivery following this if approved. 

Promotions and Offers

What is Complete Savings?

Complete Savings is a subscription-based savings programme, offering members exclusive cashback rewards. By paying a monthly fee, members can receive a minimum of 10% cashback on purchases made at over 1,000 top UK online retailers. Additionally, they can earn a monthly cashback bonus and enjoy discounts of up to 20% on popular high-street gift cards.

What is WLY*Completesave.co.uk?

When a reservation or purchase is made with a credit or debit card, the company name associated with the transaction appears on your statement. If you see WLY*Completesave.co.uk on your statement, it refers to the fee for a Complete Savings membership.

How do I contact Complete Savings?

There are multiple ways to contact Complete Savings, including the following methods:

• Website: www.completesavings.co.uk

• Phone: 0800 389 6960 (available Mon – Fri 8am – 8pm, Sat 9am – 4pm)

• Email: [email protected]

UK

Visit www.completesavings.co.uk

Call 0800 389 6960 (freephone from UK landlines), open Mon-Fri 8am-8pm and Saturday 9am-4pm

Email [email protected]

OFFER
Participants who or purchase the HONOR 200 or 200 Pro (‘Qualifying Product’) from Fonehouse from 21st June 2024 to 13th August 2024 (‘Qualifying Period’) will be eligible to claim a Promotional Item by redemption, to be delivered directly to Participants’ address in the United Kingdom. Any purchase made to the Qualifying Product before 00:00 on 21st June 2024 GMT or after 23:59 on 13th August 2024 GMT fall outside of the Qualifying Period will not be valid. The Promotional Item will be subjected to promotional items’ availability and will be dispatched within twenty-one (21) days of a verified claim. The relevant Promotional Item per Qualifying Product is set out in the table below:

Qualifying Product Qualifying Period Promotional Items Redemption Period
HONOR 20021st June – 13th August JBL Charge 5 WiFi5th July – 24th September
HONOR 200 Pro21st June – 13th August Harman Kardon Onyx Studio 8 (Black)5th July – 24th September
ELIGIBILITY
1. To be eligible to participate in this Promotion, you must be a private end customer aged 18 or above, or a business end customer, and residing in the United Kingdom (‘Participant’).
2. The redemption must be made by the end user “Participant”, and must not be submitted by agents, retailers, resellers, third parties, in bulk or any third parties.
3. Only three (3) claims per household are allowed. Only one claim per Qualifying Product is permitted. This Promotion cannot be used in conjunction with any other HONOR promotion.
4. Participants who cancel their purchase will not be eligible to redeem the Promotional Item. If the Promotional Item has already been delivered, the Promotional Item will be returned to HONOR TECHNOLOGIES (UK) CO., LTD (the Promoter) at the Participant’s own cost; if the Participants reluctant to return the Promotional Item, the value of the Promotional Item will be charged, up to a maximum of the recommended retail price of JBL Charge 5 Wifi at £199.99 or Harman Kardon Onyx Studio 8 at £279.99. The Promoter reserves the right to check with Fonehouse whether a Qualifying Product has been returned and by submitting a claim the Participant provides consent to the Promoter to do so.
5. Participants who return the Qualifying Product to Fonehouse within Fourteen (14) calendar days will not be eligible to redeem the Promotional Item. The date on the physical receipt issued by Fonehouse will count as day one (1).

ENTRY
6. Participants may submit a claim for the Promotional Item once the Qualifying Product is delivered. Participants must visit http://www.honor-redemption.co.uk on or between 5th July 2024 to 24th September 2024, complete and submit the claim form (including providing the Serial Number of the Qualifying Product, Participant’s postal address in the United Kingdom where the Promotional Item shall be delivered) and upload a copy of their proof of purchase (as applicable) of the Qualifying Product from Fonehouse during the Qualifying Period. Claim form information and supporting proof of purchase documents (as applicable) must be received to be eligible to claim the Promotional Item. See FAQs at http://www.honor-redemption.co.uk for details of the form of supporting documents required as evidence of purchase for each of the Qualifying Retailers and, the information to be provided as part of the claim form process.
7. The Promotional Item is subject to availability, while stocks last. The Promoter reserves the right to replace the Promotional Item with an alternative promotional offer of equal or higher value if circumstances beyond the Promoter’s control make it necessary to do so.
8. The Qualifying Products are subject to availability while stocks last during the Qualifying Period.
9. The Administrator will post the Promotional Item, within twenty-one days (21) days of successful claim validation, to the address provided by the Participant in the United Kingdom.
10. The Promotional Item includes JBL and Harman Kardon consumer limited warranty, further details (including warranty periods) can be found at:
https://www.support.harmankardon.com/gb/en
https://www.support.jbl.com/gb/en
11. Compensation for the Promotional Item in cash, its exchange, or its transfer to other persons are excluded.
12. If the claim is deemed to have not been submitted correctly, the Participant will be notified via email and offered the opportunity to provide the required information within fourteen (14) calendar days of receipt of the email. If no response is received within fourteen (14) calendar days of the email being sent, then the claim shall be marked as invalid, and the Participant will no longer be eligible to receive the Promotional Item. It is the Participant’s responsibility to contact us if you have not received an update on the status of your claim within fourteen (14) calendar days.
13. Subject to clause 12 above, claims that are incomplete will be deemed invalid. The Promoter is not responsible for lost, delayed or damaged data which occurs during any communication or transmission of claims.
14. The Promoter reserves the right to withdraw or amend the Promotion or these Terms and Conditions and to disqualify claims which it considers do not comply with these Terms and Conditions at any time at its own discretion. The Promoter’s decisions regarding all promotional matters will be final, and no correspondence will be entered into.
15. The Promoter shall have the right, where necessary, to undertake all such action as is reasonable to protect themselves against fraudulent or invalid claims including, without limitation, to generate or require further verification as to proof of pre-order, as well as the identity, age, and other relevant details of a Participant, deny issuing the Promotional Item, or terminate the Promotion due to excessive fraud. This process may involve HONOR sharing information with third parties.
16. The Promoter excludes liability, to the fullest extent permitted by law, for any loss or damage caused to a Participant arising out of or in connection with the Promotional Item or this Promotion. Without prejudice to the preceding restriction, and to the maximum extent permitted by applicable law, in no event will the Promoter’s liability to you exceed £50.00.
MISCELLANEOUS
17. By submitting a claim, Participants will provide their personal information which will be processed by the Organizer as data controller and its authorized agents for the purposes of promotion administration and fulfillment. Your personal data will be retained for seven (7) years from the end of the Promotion. You may exercise your rights as established in the Privacy Statement. Personal information collected by the Organizer is subject to the Organizer’s Privacy Statement: https://www.hihonor.com/uk/events/redemption/privacy/.
18. The Promotion is governed by the law of England and Wales and is subject to the exclusive jurisdiction of the UK courts.

Contact Us

We are always happy to help our customers.

If you have a query regarding an existing order please call us on 0333 900 1133 and select Option 2 where one of our Customer Service Team will be happy to assist you, do have your order number ready as this will help us to deal with your request more efficiently.

Alternatively to place an order or get more information on specific deal contact us on 0333 900 1133 and select Option 1. Please be aware our Sales Team will not be able to assist with queries regarding existing orders.

Customer Service

Monday- Thursday
10:00 - 18:00
Friday
10:00 - 18:00
Saturday- Live Chat
09:00 - 17:30
Sunday
Closed

Sales Hotline

Monday- Thursday
10:00 - 18:00
Friday
10:00 - 18:00
Saturday
09:00 - 17:30
Sunday
Closed

Contact Address

Unit 5, The E-Centre, Easthampsted Road, Bracknell, Berkshire, RG12 1NF

Please note: This is not our returns address. Any handsets that get returned to this address will be returned to sender. Please click here for returns information.

©2024 All rights reserved E&OE. fonehouse.co.uk is part of KTM Online Limited. Reg. No. ‍10781202. VAT Reg. GB ‍276 ‍6191 ‍72. Monthly prices may rise in line with RPI.
Need help with your order? 0333 900 1133