Sales Hotline 0333 900 1133
Callcentre Online

Closed

9am - 8pm
Free Next Day Delivery

FREE Next Day Delivery - 7 Days a Week

faq

FAQ

Frequently asked questions

truck

Your Order

Delivery and account information

contact

Contact Us

Connect with us

Track Your Order

View Orders

Proof Documents

We need to perform identity verification as part of our regulatory online security and fraud checks before shipping orders.

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As per the GOV.UK website, identity cards were scrapped in 2011 - they're no longer valid and can't be used as proof of identify, so unfortunately these will not be accepted.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

Frequently Asked Questions

When will my phone arrive?

We use DPD's premium next day delivery service which requires a signature on arrival. If you are not going to be home DPD will leave you a consignment card and you are able to pick up your item from your nearest collection point, or alternatively 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


What happens if I miss the delivery?

If you are not at home DPD will leave a calling card (with contact details) and reattempt the following day. However, first-time deliveries that are missed on a Friday or Saturday will be reattempted on the following Monday. If your second delivery is missed, your order will be returned to your nearest DPD depot for five working days. You can get in touch with DPD online or by calling 0121 275 0500

I have just received my package but cannot locate the SIM.

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 please contact contact your network directly. We are unable to dispatch another SIM to replace lost products for data protection reasons.

I am missing an item

Please contact us by calling 0333 900 1133 quoting your full name, mobile number & home postcode. We will aim to contact you within 24 hrs of receiving your email.

I have just received my package but cannot locate the SIM.

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 please contact us by calling 0333 900 1133 quoting your full name, mobile number & home postcode. I have a faulty accessory. If the accessory you received from us is faulty. Please contact us by calling on 0333 900 1133 quoting your full name, mobile number & home postcode, detailing the fault so we can investigate this further. We will try to contact you within 24 hours of receiving your email

When can I expect delivery of my free gift?

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.

What happens if I miss the delivery?

If you are not at home DPD will leave a calling card (with contact details) and reattempt the following day. However, first-time deliveries that are missed on a Friday or Saturday will be reattempted on the following Monday. If your second delivery is missed, your order will be returned to your nearest DPD depot for five working days. You can get in touch with DPD online or by calling 0121 275 0500

I have changed my mind and now prefer to have a different free gift?

Once the free gift has been used it can’t be returned.

My free gift has become faulty, what can I do?

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

Bank Holiday Deliveries

We are unable to deliver on bank holidays and as such, any orders sent for delivery on a bank holiday will automatically be delivered the next working day.

For example if you order after 6pm on a Friday, you would usually expect to receive your phone the following Monday. If the following Monday was a bank holiday we will deliver your phone the next working day which would be Tuesday.

Managing Your Bill

The quickest and easiest way to answer any billing questions, check your allowances and find out account details, is to download your network app below.

My EE App: iOS | Android

I have not received my bill...

If you have not received a bill from your mobile phone network you will need to contact them directly so that they can investigate this for you. The mobile phone networks now usually charge for paper billing to help save paper and the environment, and they all offer online billing. You can obtain the number for your provider from the Useful Numbers section.

I want to check on my billing/allowance to date...

The quickest way to find out is by downloading your network app (see the link above) or you will need to contact your mobile phone network directly as we do not have access to your billing accounts. You will find their contact number at the top of the bill. Alternatively, you can obtain the number from the Useful Numbers section.

I want to change my tariff...

To make amendments to your tariff, you will need to contact your mobile phone network directly to discuss your options. You will find their contact number at the top of the bill. Alternatively, you can obtain the number from the Useful Numbers section.

I have received an incorrect bill...

If there has been an error with your bill, or you have any other bill related query, you will need to contact your mobile phone network directly as we do not have access to your billing accounts. You will find their contact number at the top of the bill. Alternatively, you can obtain the number from the Useful Numbers section.

I have changed my tariff with my network but I have an issue with the new bill...

If you have any bill related query, you will need to contact your mobile phone network directly as we do not have access to your billing accounts. You will find their contact number at the top of the bill. Alternatively, you can obtain the number from the Useful Numbers section.

My new phone is not active yet - I can’t make / receive calls?

When we dispatch your phone, we also arrange for the network to connect your phone. The network works on this whilst your phone is travelling to you, and should be connected within 24 hours after delivery. We do this to make sure that your line rental starts on the day you receive the phone and not before.

What can I check?

Make sure that the phone is fully charged. Most manufacturers recommend 12 hours to ensure that the phone gives you maximum call and standby times. Make sure that the battery is fitted correctly - take it off and replace it.

Is the SIM card inserted?

Is the SIM card in the right way? It should only fit one way. Call your new mobile number from a landline. If you hear a ‘dead tone’ the handset has not yet been connected. Switch your phone off and then back on again. Your phone may need to reset before the connection is completed. Are you in an area where there is coverage? Step outside and try it there just in case the building is stopping the signal getting through - some metal framed buildings can cause problems.

Still won’t work?

Please call our customer service number on 0333 900 1133 between 09:00 – 20:00 Monday – Thursday, 09:00 – 18:00 Friday, 09:00 – 17:30 Saturday (Closed Sunday), Bank Holiday: Open.

My phone seems to have a fault

If you believe your phone has developed a fault try the following just to make sure that it really is faulty: Make sure that the phone is fully charged. Put it on charge for a couple of hours, make sure that the “charge indicator” is charging. It is best to charge the phone when switched off. Make sure that the battery is fitted correctly - take it off and replace it.

I have lost/damaged my sim card

You will need to purchase a new sim card from your network, please see important number section in the FAQ’s for contact details of your Network.

Change of address, name, and bank details

If you have changed your address details, it is vital that you update your new address details by contacting our customer service department by email or 0333 900 1133 09:00 – 20:00 Monday – Thursday, 09:00 – 18:00 Friday, 09:00 – 17:30 Saturday (Closed Sunday), Bank Holiday: Open. Please remember that you need to advise your Mobile phone network as it is they who send out your bill each month, and WCS, who administer your mobile phone insurance. Contact information can be found in the section entitled Useful Numbers. Please note that failure to change your details could affect your payments.

What happens if I want to cancel?

Please note that if you decide to return the mobile phone package, the following conditions apply: We must receive the phone within our 14-day piece of mind guarantee period. The complete package must be returned to Fonehouse including all the accessories.

Why the seal broken and the SIM is inserted in the phone?

To carry out quality checks and insert the SIM card into the phone we have to break the seal. This doesn’t affect your statutory rights or your rights to return the phone providing you adhere to our Returns Policy.

If the above conditions are not met we reserve the right to refuse to accept the return of the mobile phone package meaning that the contract for airtime that you have entered will not be cancelled and the goods will be returned to you. We strongly recommend the use of the Royal Mail Special Delivery Service as the package remains your responsibility until it is received by Fonehouse - the Royal Mail Special Delivery Service will insure the package against loss or damage in transit.

Do I have to have insurance?

No you don’t but we highly recommend that you take insurance. We can provide you insurance that covers you for theft, accidental damage, water damage, and misuse of air time.

Remember if you have your phone stolen or it gets damaged you will still have to pay your line rental to the network for the time remaining on your contract.

What do I need to do, if my handset has been stolen?

You will need to contact the police to obtain a crime reference number within 24 hours of your handset being stolen. You will also need to bar your handset/line within 24 hours with your network. (See Useful Contact Numbers to obtain contact details). If you have insurance, contact WCS Insurance.

I want to make a claim for theft of my mobile phone.

You can either claim online at wcsinsurance.co.uk or request a claim form by calling Warranty and Creditor Services on (01256) 471387

What do I need to do, if my handset has been accidentally damaged or damaged by water?

If you have insurance, contact Warranty & Creditor Services as shown above.

If I cancel the insurance, do I have to return my phone?

No, the phone contract and the insurance contract are not linked, and therefore cancellation of the insurance does not directly affect the phone contract, but it does become effective immediately.

How can I cancel the insurance?

You have the right to cancel within 14 days.

Are there Network Coverage Problems in my area?

Fonehouse does not have access to detailed information about network coverage or current problems with coverage. Please call your network or check on their website.

PUK Code - What is it?

This is your “Personal Unblocking Key”. If your SIM card becomes “blocked” you will no longer be able to make or receive calls. To resolve this, you must contact your Mobile phone network who, once they have confirmed your identity, will supply you with the 8-digit code. Fonehouse does not have access to this code, so please ring the Mobile phone network.

Don’t Guess! - 10 consecutive wrong attempts will permanently block the SIM. You will then need to obtain a new SIM card from your Mobile phone network, for which you may be charged. As well as costing you money this will have to be posted to you resulting in further inconvenience to you. You can obtain your PUK from your Mobile phone network. Their number is only our monthly bill, or can be found in the section entitled billing questions

How do I set up my voicemail?

Voicemail is set up and ready to use on all new handsets, though you may be asked to personalise it by recording a message when you first access the service. Voicemail is the best way of ensuring that you don’t miss any calls. Depending on the settings you choose, voicemail will answer calls when you can’t and allow callers to leave you messages.

How do I retrieve my voicemail?

Further details will be found in your phone manual.

How do I set up a “ Voicemail” message?

When you first access your voicemail, the recorded options menu should provide instructions as to how to record a voicemail message. Details will also be found in your phone manual.

For further information on this please refer to your handset and network user guide

Multimedia Messaging Service or MMS, is a type of text message that has evolved from SMS, Short Messaging Service. With a MMS, you can send pictures, video, or audio content to another device. With most network carriers there will be an additional charge for this service, and the cost are listen in the ‘out of bundle charges’ on our website.

Equipment can be returned within 14 days of receiving it if you are unhappy with your choice. Please call our customer service team before returning to obtain an authorisation code. The handset must be returned in a re-saleable condition with all box contents present. Please note that you will be billed for any usage during this time. If you have entered into a contract with no equipment than you have 14 days from the date of your agreement.

If you would like to cancel your agreement after your 14-day cooling off period, you will be required to give 30 days’ notice. This can be done over the phone with the Networks’ Customer Service Teams. If you are still within your contract period, then a cancellation fee may apply.

If you would like more information about the EE complaints code, it is located on the help page on the EE website.

onehouse offers a 30 days exchange policy that is active from the date of receipt. If your handset develops a fault within 30 days, we will ask you to return the handset for screening and testing. Once the handset fault has been confirmed we will then be able to exchange the handset for the same make and model.

All handsets return must be in a resalable condition, with the original box and all accessories. Personal information must also be removed before returning

Fonehouse offer several different product manufacturers, including; Apple, Samsung, Nokia, Alcatel, Doro, Huawei, LG, Sony, Motorola, OnePlus, Microsoft

Each of which offer a different warranty period and benefits to the customer. For more information of the individual manufacturers please visit their relevant website or go to the product information section at the bottom of each offer page.

General Data Protection Regulations, or GDPR, was introduces in May 2018 and covers all 28 countries within the EU. These regulations were introduced to protect customers personal information when passing or sharing with businesses.

Fonehouse aim to adhere to all data protection regulations and keep all current, and future customers details save, and protected for the time of the agreement.

Subject to stock availability and successful network checks we will despatch your gift after 90 days from your connection date. Gifts are currently being delivered separately to your handset. You must still be connected to the network in order for us to ship your gift.


As with your handset the courier will leave you a note and you can pick this up at any local depot. Remember to take your identification

Your equipment is provided by us not the network. For more details about your handset please see our terms at https://fonehouse.local/terms-and-conditions

Vodafone roaming packages allow you to use your minutes, texts and data allowance in selected countries at no extra cost.

Depending on which price plan you choose will depend on whether you get one of two great roaming packages available from Vodafone.  If Vodafone roaming is available on a price plan, it will show in the tariff extras section of the deal on the website.  Here are the countries included in each:

Vodafone Global Roaming (51 EU Destinations)

Aland Islands, Austria, Azores, Balearic Islands, Belgium, Bulgaria, Canary Islands, Croatia, Cyprus (except Northern Cyprus), Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France (inc Corsica), French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Martinique, Mayotte, Monaco, Netherlands, Norway, Poland, Portugal, Reunion, Romania, Saint Barthelemy, Saint Martin, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, Vatican City.

Vodafone Global Roaming Plus (81 Worldwide Destinations)

Aland Islands, Albania, Anguilla, Antigua and Barbuda, Aruba, Australia, Austria, Azores, Balearic Islands, Barbados, Belgium, Bermuda, Bosnia and Herzegovina, British Virgin Islands, Bulgaria, Canada, Canary Islands, Cayman Islands, Croatia, Cyprus (except Northern Cyprus), Czech Republic, Denmark, Dominica, Estonia, Faroe Islands, Finland, France (incl. Corsica), French Guiana, Germany, Ghana, Gibraltar, Greece, Grenada, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jamaica, Jersey, Kenya, Latvia, Lesotho, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Martinique, Mayotte, Mexico, Monaco, Montserrat, Mozambique, Netherlands, Netherlands Antilles, New Zealand, Norway, Poland, Portugal, Reunion, Romania, Saint Barthelemy, Saint Kitts and Nevis, Saint Lucia, Saint Martin, Saint Vincent, San Marino, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Trinidad and Tobago, Turkey and Northern Cyprus, Turks and Caicos, United States of America, Vatican City



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.


Please see below expected delivery times over the Easter Weekend.  Please note that the schedule below is what our courier (DPD) advise:

Orders placed before 7pm on Thursday 14th of April, will be delivered on Saturday 16th of April

Orders placed between 7pm on Thursday 14th of April and 6pm Friday 15th of April, will be delivered on Saturday 16th of April

Orders placed between 6pm Friday 15th of April and 5pm on Monday 18th of April, will be delivered on Tuesday 19th April.


Please see below our call centre opening hours over the Easter weekend:

Good Friday - 10:00 to 18:00

Saturday - 09:00 to 17:30

Sunday - Closed 

Easter Monday - 10:00 to 16:00

We use DPD's premium next day delivery service, however during the Christmas Period the arrival of your order will differ. If you are not going to be home DPD will leave you a consignment card, they will try again the following day (subject to delivery times below), alternatively you are able to rearrange delivery.

Order Time:Expected Delivery:
Friday 24th of December to Tuesday 28th of December before 9pm*Wednesday 29th of December
Wednesday 29th of December before 9pm*Thursday 30th of December
Thursday 30th of December before 9pm*Friday 31st of December
Friday 31st of December before 9pm*Tuesday 4th of January 2022
Saturday 1st of January to Monday 3rd of January 2022 before 9pm*Wednesday 5th of January 2022
From the Tuesday 4th of January 2022See our normal delivery times FAQ

*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


It can take up to 2 weeks in total, for your refund to be processed, from the time you send your return. This is due to the time for the item to reach us (up to 7 days), to be checked and processed (2 days) and refund issued.

Once your return has reached us, and is accepted. You should receive the refund within 5 days. Or in the case of a card hold charge, released back within this same timeframe.

If you did not receive an item from us, and no returns are required, the above 5 days’ timeframe would apply.

Please note, whilst we can advise on the state of your return, the refund process except processing and reversing a card charge hold is out of our control and sits with your bank in many cases. We endeavour to process your refunds and returns in a prompt manner.

It can take up to 2 weeks in total, for your refund to be processed, from the time you send your return. This is due to the time for the item to reach us (up to 7 days), to be checked and processed (2 days) and refund issued.

Once your return has reached us, and is accepted. You should receive the refund within 5 days. Or in the case of a card hold charge, released back within this same timeframe.

If you did not receive an item from us, and no returns are required, the above 5 days’ timeframe would apply.

Please note, whilst we can advise on the state of your return, the refund process except processing and reversing a card charge hold is out of our control and sits with your bank in many cases. We endeavour to process your refunds and returns in a prompt manner.

Keeping my number when changing Networks (PAC and STAC)

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.

Once you have received your PAC/STAC it is valid for 30 days. If you don’t use this, your mobile number will not switch, and you could risk being billed by your old provider as well as your new provider. If your code expires before you use it, you will need to text the original number again.

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 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.

Cashback Claim Information

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 claim simply 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 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.

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

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

Nearly New Mobile Phones

A nearly new product is exactly as described, nearly new. The majority of times these handsets are a previous customers' 14 day returned product which we can no longer sell as a brand new device. The only real difference is the price!

Yes! All product comes with a full 12 month warranty aside from Apple iPhone where the warranty is 6 months.

In some circumstances a lot of the original accessories will be provided in the box, however all Fonehouse guarantee is that the product is provided to you with an original charger.

We offer a like for like replacement service so as long as you are within 30 days from the date you took delivery of your product we can replace this with a like for like replacement free of charge.

  • Product must be sent back in its original packaging
  • Product must be returned in the same condition as originally sold>
  • For a like for like replacement the product must be returned to us within 30 days from the delivery of your handset

If you wish to fully return your product with no replacement then please follow our normal returns process (must be within 14 days)

A like for like replacement is a replacement to the same market value as what was originally sold.

If you are within 30 days from the delivery of your nearly new product then please give us a call and we will be happy to offer you a like for like replacement! The handset must be returned in its original packaging and its condition must be as it was when we sold you the product.

Promotions and Offers

Black Friday Price Promise Promotion Terms

  • Only qualifying retailers apply - see list below
  • Fonehouse will price match where:
    • The deal is listed and highlighted as a Black Friday Promotional Deal on the Fonehouse website
    • The handset make, model and colour is the same
    • The Network is the same
    • The line rental payable to the network is the same
    • The data allowance on the tariff is the same
    • The contract term is the same
    • The product is in stock on competitors website and available for immediate delivery
  • Fonehouse will not price match where:
    • There is a gift or cashback on the competitor deal
    • The competitor is not on our list of qualifying retailers
    • The deal is not a like for like deal as per terms above
    • A voucher code needs to be used on the competitors deal
  • BACS transfer will be made within 30 days and only if you are still connected to the network
  • You must claim between 9th November and 3rd December 2021 – Any calls and claims outside of this period will be void

Competitors list:

  • Mobile Phones Direct
  • Carphone Warehouse
  • Vodafone Direct
  • Three Direct
  • Buymobiles
  • Affordable Mobiles
  • Chitter Chatter
  • Mobiles.co.uk

Offer Details

1. Customers must order a Sony Xperia 1 III either Sim Free or on a qualifying Contract

2. Customers will receive the gift at the same time the handset is delivered

THE PROMOTION

Order a Sony Xperia 1 III from Fonehouse From 01.03.2022

OFFER

Participants who order a new Sony Xperia 1 III either SIM free or with a monthly contract basis, in-store, online or call centre sales, from Fonehouse

Full Terms and Conditions

1. This Offer is open to residents of the United Kingdom, aged 18 and over only, not employees or their immediate families of the Promoter, its agents, or anyone professionally connected to the Offer. Purchase and Internet access required. Keep receipt or online confirmation.

2. To participate in this Offer you (hereinafter “you” or the “Participant”) need to purchase an Xperia™ 1 III from www.fonehouse.co.uk during the Promotion Period

3. Having purchased a Qualifying Device during the Promotion Period, one pair of Sony WH-1000XM3 Headphones will be despatched with the handset in accordance with these terms and conditions.

4. This offer runs from 00:00:01 01.03.2022 (or whilst stocks last)

5. If you return your Qualifying Device because of a change of mind, your order will be invalidated, and you will need to return the Headphones under this Offer.

6. If the Headphones are not returned you will be charged for the full value

7. If the Headphones are returned but are damaged or opened, you will be charged for the full value.

8. Headphones will be sent to the delivery address provided as part of your handset order

9. You are only eligible for one pair of Headphones per Qualifying Device.

10. Fonehouse terms apply when purchasing a Qualifying Device, please visit www.fonehouse.co.uk for further details of the applicable terms.

11. Owing to circumstances outside the reasonable control of the Promoter, and only where circumstances make this unavoidable, the Promoter reserves the right to withdraw or amend the offer at any time but will use all endeavours to minimise the effect to the consumer in order to avoid disappointment.

12. The Headphones can’t be exchanged and there is no cash or other reward available, except owing to circumstances outside the reasonable control of the Promoter, the Promoter reserves the right to substitute one pair of Headphones for a suitable alternative of equal or greater value.

13. You are responsible for any costs or expenses incurred as a result of participation in the Offer including without limitation the purchase of a Qualifying Device including accessing the internet if applicable. Costs to participate in the offer via the internet may vary so please check with your local service provider for current charges.

14. All cases of Headphones being damaged upon receipt must be reported to the Promoter within 24 hours. The Headphones are supplied with a warranty from the manufacturer. It is your responsibility to contact the manufacturer or visit the manufacturer's website in order to register your Headphones for the full manufacturer’s warranty. No other warranty is provided.

15. Any personal information, including, without limitation, your name, age, address (including postcode), mobile phone number and/or email address will be used solely in connection with this Offer and will not be disclosed to any third party except for the purpose of this Offer (including subsequent promotions as stated in these Terms and Conditions) or fulfilling the Headphones where applicable.

16. The Promoter will not be responsible for any failed connection by your attempt to access the website required for entry for whatever reason.

17. The Promoter and its associated agencies and companies will not be liable for any loss (including, without limitation, indirect, special or consequential loss or loss of profits), expense or damage which is suffered or sustained (whether or not arising from any person’s negligence) in connection with this promotion or accepting or using the prize/gift, except for any liability which cannot be excluded by law (including personal injury, death and fraud) in which case that liability is limited to the minimum allowable by law.

18. If any of these clauses should be determined to be illegal, invalid or otherwise unenforceable then it shall be severed and deleted from these terms and conditions and the remaining clauses shall survive and remain in full force and effect.

19. These terms and conditions shall be governed by and construed in accordance with the laws of England and subject to the exclusive jurisdiction of the courts of England and Wales.


Competition Details

THE PROMOTION

Any customer who purchases an iPhone 13, iPhone 13 Pro, iPhone 13 Pro Max or iPhone 13 Mini, on a network contract from Fonehouse, between 17th of September until 31st of October, will be automatically entered into a prize draw and be in with a chance of winning their mobile phone bills paid for the duration of their contract – Terms Apply.

Full Terms and Conditions

1. Customer must pass all necessary network checks, internal fraud checks, and be connected to a network contract to be entered into the draw.

2. This Offer is open to residents of the United Kingdom, aged 18 and over only, not employees or their immediate families of Fonehouse, its agents, or anyone professionally connected to the Offer. Purchase and Internet access required. Keep receipt or online confirmation.

3. Monthly bill payments are capped at a maximum of £65 per month for a maximum period of 24 months.

4. To participate in this offer you (hereinafter “you” or the “Participant”) need to purchase a new contract from www.fonehouse.co.uk, www.metrofone.co.uk, through our call centre, or in one of our Fonehouse or Go Mobile stores, during the Promotion Period.

5. This offer is only open to participants who take out a New Handset Contract or upgrade and cannot be used in conjunction with any other products that may be purchased from Fonehouse including (and not limited to) Sim Only Contracts, Sim Free handsets, Tech Products, Accessories or Gifts

6. Having purchased a Qualifying Device during the Promotion Period, you will be entered into the draw, in accordance with these terms and conditions.

7. This offer runs from 13:00:01 17/09/2021 to 23:59:59 31/10/2021.

8. If you return your Qualifying Device because of a change of mind during the qualifying period, your order will be invalidated, and you will no longer qualify and will be removed from the draw.

9. The offer cannot be exchanged or transferred and there is no cash equivalent available.

10. The prize cannot be passed to anyone else at the start of, or during, the payment period.

11. Owing to circumstances outside the reasonable control of Fonehouse, and only where circumstances make this unavoidable, Fonehouse reserves the right to withdraw or amend the offer at any time but will use all endeavours to minimise the effect to the consumer in order to avoid disappointment.

12. You are responsible for any costs or expenses incurred as a result of participation in the Offer including, without limitation, the purchase of a Qualifying Device including accessing the internet, if applicable. Costs to participate in the offer via the internet may vary so please check with your local service provider for current charges.

13. Any personal information, including, without limitation, your name, age, address (including postcode), mobile phone number and/or email address will be used solely in connection with this Offer and will not be disclosed to any third party except for the purpose of this Offer (including subsequent promotions as stated in these Terms and Conditions).

14. Fonehouse will not be responsible for any failed connection by your attempt to access the website required for entry for any reason.

15. Fonehouse and its associated agencies and companies will not be liable for any loss (including, without limitation, indirect, special or consequential loss or loss of profits), expense or damage which is suffered or sustained (whether or not arising from any person’s negligence) in connection with this promotion or accepting or using the prize/gift, except for any liability which cannot be excluded by law (including personal injury, death and fraud) in which case that liability is limited to the minimum allowable by law.

16. If any of these clauses should be determined to be illegal, invalid, or otherwise unenforceable then it shall be severed and deleted from these terms and conditions and the remaining clauses shall survive and remain in full force and effect.

17. A winner will be determined before 25th December 2021, and will be selected at random.

18. These terms and conditions shall be governed by and construed in accordance with the laws of England and subject to the exclusive jurisdiction of the courts of England and Wales.

Winners Terms and Conditions

19. Payment will be made monthly into the bank account provided to Fonehouse at the point of application. Any change of bank account required, during the payment period, will be at the discretion of Fonehouse.

20. As a winner, you will be expected to make monthly payments to the networks for your contract as normal and subsequently send screenshots or copies of your bill to Fonehouse in order for us to refund them via a BACS payment in accordance with point 3. Payments could take up to 30 days from the point of us receiving your bill copy.

21. Any airtime charges incurred between connection date, and the point of the winner being drawn, will be refunded in their first payment, as long as the winner adheres to the terms set out in point 4.

22. No more than three month’s worth of bills can be submitted for payment at any one time.

23. Bills must be sent to Fonehouse within 60 days of the bill date in order to qualify for payment.

24. Insurance charges are excluded from the promotion.

25. Customer must remain on the Fonehouse base in order to receive their payment. If, at any time throughout the payment period, the customer is disconnected, or chooses to upgrade their phone outside of Fonehouse, then the payments will become void.


Offer Details

1. Customers must order a Sony Xperia 5 III either Sim Free or on a qualifying Contract

2. Customers will receive the gift at the same time the handset is delivered

THE PROMOTION

Order a Sony Xperia 5 III from Fonehouse either Sim Free or on a qualifying Contract

OFFER

Participants who order a new Sony Xperia 5 III either SIM free or with a monthly contract basis, in-store, online or call centre sales, from Fonehouse

Full Terms and Conditions

1. This Offer is open to residents of the United Kingdom, aged 18 and over only, not employees or their immediate families of the Promoter, its agents, or anyone professionally connected to the Offer. Purchase and Internet access required. Keep receipt or online confirmation.

2. To participate in this Offer you (hereinafter “you” or the “Participant”) need to purchase an Xperia™ 5 III from www.fonehouse.co.uk during the Promotion Period

3. Having purchased a Qualifying Device during the Promotion Period, one pair of Sony WH-H910N Headphones will be despatched with the handset in accordance with these terms and conditions.

4. This offer runs whilst stocks last

5. If you return your Qualifying Device because of a change of mind, your order will be invalidated, and you will need to return the Headphones under this Offer.

6. If the Headphones are not returned you will be charged for the full value

7. If the Headphones are returned but are damaged or opened, you will be charged for the full value.

8. Headphones will be sent to the delivery address provided as part of your handset order

9. You are only eligible for one pair of Headphones per Qualifying Device.

10. Fonehouse terms apply when purchasing a Qualifying Device, please visit www.fonehouse.co.uk for further details of the applicable terms.

11. Owing to circumstances outside the reasonable control of the Promoter, and only where circumstances make this unavoidable, the Promoter reserves the right to withdraw or amend the offer at any time but will use all endeavours to minimise the effect to the consumer in order to avoid disappointment.

12. The Headphones can’t be exchanged and there is no cash or other reward available, except owing to circumstances outside the reasonable control of the Promoter, the Promoter reserves the right to substitute one pair of Headphones for a suitable alternative of equal or greater value.

13. You are responsible for any costs or expenses incurred as a result of participation in the Offer including without limitation the purchase of a Qualifying Device including accessing the internet if applicable. Costs to participate in the offer via the internet may vary so please check with your local service provider for current charges.

14. All cases of Headphones being damaged upon receipt must be reported to the Promoter within 24 hours. The Headphones are supplied with a warranty from the manufacturer. It is your responsibility to contact the manufacturer or visit the manufacturer's website in order to register your Headphones for the full manufacturer’s warranty. No other warranty is provided.

15. Any personal information, including, without limitation, your name, age, address (including postcode), mobile phone number and/or email address will be used solely in connection with this Offer and will not be disclosed to any third party except for the purpose of this Offer (including subsequent promotions as stated in these Terms and Conditions) or fulfilling the Headphones where applicable.

16. The Promoter will not be responsible for any failed connection by your attempt to access the website required for entry for whatever reason.

17. The Promoter and its associated agencies and companies will not be liable for any loss (including, without limitation, indirect, special or consequential loss or loss of profits), expense or damage which is suffered or sustained (whether or not arising from any person’s negligence) in connection with this promotion or accepting or using the prize/gift, except for any liability which cannot be excluded by law (including personal injury, death and fraud) in which case that liability is limited to the minimum allowable by law.

18. If any of these clauses should be determined to be illegal, invalid or otherwise unenforceable then it shall be severed and deleted from these terms and conditions and the remaining clauses shall survive and remain in full force and effect.

19. These terms and conditions shall be governed by and construed in accordance with the laws of England and subject to the exclusive jurisdiction of the courts of England and Wales.


Our February Price Promise conidiotns can be found here.

OPPO FIND X5 LITE

GIFT-WITH-PURCHASE PROMOTION

TERMS AND CONDITIONS

Participants agree to be bound by these terms and conditions (the “Terms and Conditions”). Any information or instructions published by the Promoter about the Promotion at www.OPPOClaim.co.uk form part of the Terms and Conditions.

The Promoter

1. The Promoter is OPPO Mobile UK, 258 Bath Road, Slough, SL1 4DX (the “Promoter”).

Purchase Period

2. The Purchase Period will commence at 00:01 (UK) on 24th March 2022 and will close at 23:59 (UK) on 13th April 2022 (‘Purchase Period’).

Purchase and a valid email address are necessary.

This Promotion is subject to the standard sale Terms and Conditions of the participating retailers that cover the deposit and purchase of the Promotional Product.

Claim Period

3.The Claim Form found at www.OPPOClaim.co.uk will be open for claims from 00:01 (UK) on 24th March 2022 and will close at 23:59 (UK) on 11th May 2022 (‘Claim Period’).

Eligibility

4. To be eligible to participate in the Promotion you must be an individual that is a resident (aged 18 or over) in the United Kingdom, Isle of Man or Channel Islands (“Participant”).

5. Employees or agents of the Promoter that are involved in the operation of this Promotion or anyone professionally connected to this Promotion are not eligible to enter.

6. Network providers, retailers, distributors, resellers and any person who purchases a Promotional Product (defined in Condition 5) for resale or otherwise not as the user of the Promotional Product, may not participate in this Promotion and are specifically excluded as a Participant.

7. This Promotion is not available in conjunction with any other OPPO offer or Gift with Purchase promotion.

Offer

8. Participants who Pre-Order a new (i.e. not second hand, refurbished. ex-display or damaged box) OPPO FIND X5 Lite promotional product (“Promotional Product”) from a Participating Retailer as defined in Table 1 below (“Participating Retailer”) in the UK, Isle of Man or Channel Islands (the “Territories”) either online, in-store or via telesales within the Purchase Period, and whom complete their order with the retailer, will be eligible to claim the associated Gift with Purchase as shown in Table 2 below (“Gift with Purchase”) by redemption, subject to full compliance with the Terms and Conditions.

Table 2 – Promotional Product and corresponding Gift with Purchase

OPPO FIND X5 Lite OPPO Enco Free2 : £89.00

OPPO Band £39.99

Total: £129.00

9. Purchases from auction websites (e.g. eBay) or from third party sellers or online retailers’ websites (e.g. Amazon Marketplace) or any other retailer that is not listed above in Table 1, are specifically excluded from this Promotion.

10. Gift with Purchase items are non-transferable or exchangeable and there is no cash alternative. In the event of unforeseen circumstances, the Promoter may substitute a Gift with Purchase item of equal or greater value for the Gift with Purchase item. Where a Gift with Purchase item is offered in a choice of colours, the Promoter reserves the right to provide an alternate colour option if required.

Claims

11. To claim, Participants must purchase a Promotional Product during the Purchase Period then visit www.OPPOClaim.co.uk and complete the online claim Form (a “Claim”) by completing the following steps:

• Upload a valid Proof of Purchase (receipt, order confirmation, order confirmation email, delivery note)

• enter the date of purchase

• enter their personal details (name, address, mobile number, email address)

• enter the IMEI number of the new phone (in the case of dual SIM models, only IMEI No1 should be submitted)

12. Maximum one (1) Claim per eligible product. Maximum four (4) claims per household. Maximum one hundred (100) claims per business customer.

13. Participants will be sent an email to the email address used when making their Claim, immediately after submitting their Claim to confirm that their Claim has been received by the Promoter. If an email acknowledgement has not been received, it is the Participant’s responsibility, have checked the junk/spam folder of the email inbox, to contact the Promoter’s customer service team using the email address [email protected] within seven (7) days of a Claim being submitted. In the event that a Participant does not inform the Promoter within this time frame, the Promoter will reserve the right to not issue the Gift with Purchase item or limit its value at their sole discretion.

14. Claim Validation will take up to 28 days.

Once the claim has been validated and the Retailer has confirmed that the Promotional Product has not been returned, an email will be sent to the Participant advising that the Claim has been approved and the Gift with Purchase item will be dispatched within 28 days. (‘Claim Validation.’)

15. If a Claim is deemed to have been submitted incorrectly, the Participant will be notified via email and offered the Opportunity to provide the required information within seven (7) days of submission. If no response is received within seven (7) days of the email, then the Claim shall be marked as invalid and the Participant will no longer be eligible to receive the Gift with Purchase item.

16. Claims that are incomplete, illegible, or damaged together with Claims which do not satisfy the requirements of these Terms and Conditions will be deemed invalid.

17. The Gift with Purchase item will be delivered within twenty eight (28) days of the Claim being validated and will only be sent to a valid address in the UK, Isle of Man or Channel Islands postal address that is provided during the Claim.

18. The Promoter reserves the right, at its absolute discretion, to disqualify Claims which it considers do not comply with these Terms and Conditions.

19. The Promoter shall have the right, where necessary, to undertake all such action as is reasonable to protect itself against fraudulent or invalid Claims including, without limitation, to require further verification as to proof of purchase, as well as the identity, age and other relevant details of a Participant. The Promoter may refuse to award a Gift with Purchase item in the event of any Participant’s fraud, dishonesty, breach, or non-entitlement under these Terms & Conditions or seek recovery of its value if the Gift with Purchase item has been awarded.

20. This Promotion may not be combined with any other promotion offered by the Promoter.

Privacy and Data Protection

21. The Promoter’s use of any personal information submitted by the Participant shall be limited to communications about the Promotion and future Promotional Activity operated by the Promoter. The Participant hereby consents to its personal information being used for this purpose and confirms that it agrees with the Promoter’s privacy policy available at: www.OPPO.com/en/privacy/.

22. Participants’ data shall not be passed to any third party other than for the purposes of administering this promotion.

General

23. The Promoter shall not be liable for any interruption to the Promotion whether due to force majeure or other factors beyond the Promoter’s control. Should an act, omission, event or circumstance occur which is beyond the reasonable control of the Promoter and which prevents the Promoter from complying with these Terms & Conditions the Promoter will not be liable for any failure to perform or delay in performing its obligations.

24. In the event that the Promotion is not capable of running as planned for reasons including but not limited to tampering, unauthorised intervention, fraud, dishonesty, technical failures, or any other causes beyond the control of the Promoter which corrupt or affect the administration, security, fairness, integrity or proper conduct of this Promotion, the Promoter reserves the right to disqualify any individual who tampers with the entry process or does not comply with these Terms & Conditions and to cancel, modify or suspend the Promotion or invalidate any affected entries.

25. The Promoter will not be responsible or liable for: (a) any failure to receive submissions due to transmission failures and other conditions beyond its reasonable control; (b) any late, lost, misrouted, or damaged transmissions or Claims; (c) any computer or communications related malfunctions or failures; (d) any disruptions, losses or damages caused by events beyond the control of the Promoter; or (e) any printing or typographical errors in any materials associated with the Promotion.

26. Participants will be solely responsible for any and all applicable taxes and any other relevant costs or expenses which are not stated in the Terms and Conditions as being included.

27. The Promoter together with any associated agencies and companies will not be liable for any loss (including, without limitation, indirect, special or consequential loss or loss of profits), expense or damage which is suffered or sustained (whether or not arising from any person’s negligence) in connection with this Promotion or accepting or using a Gift with Purchase item except for any liability which cannot be excluded by law. Nothing will exclude the Promotor’s liability for death or personal injury as a result of its negligence.

28. If any provisions of these Terms & Conditions are judged to be invalid, illegal or unenforceable, this will not affect or impact the continuation in full force and effect the remainder of the provisions.

29. These Terms & Conditions are governed by English law and their interpretation and application will be subject to the exclusive jurisdiction of the courts of England and Wales.

OPPO MOBILE UK LIMITED

OPPO FIND X5 LITE

GIFT-WITH-PURCHASE PROMOTION

TERMS AND CONDITIONS

• OPPO Mobile UK, 258 Bath Road, Slough, SL1 4DX.

• This offer applies only to customers that have purchased a product detailed in Table 1 from a participating retailer as detailed in Table 2 between 00:01 (UK) on 24th March 2022 and will close at 23:59 (UK) on 13th April 2022 (“Purchase Period”).

• Table 1 details the promotional product and the corresponding Gift with Purchase item.

• To be eligible to participate in the Promotion you must be an individual that is a resident (aged 18 or over) in the United Kingdom, Isle of Man or Channel Islands (“Participant”).

• Purchase and Internet access required.

• The opening date for claims is 00:01 (UK) on 24th March 2022 and will close at 23:59 (UK) on 11th May 2022 (“Claim Period”)

• Claims must be submitted at www.OPPOClaim.co.uk. The IMEI number of the device and a valid Proof of Purchase (receipt, order confirmation, order confirmation email, delivery note) will be required.

• Limited to one claim per handset.

• Customers that return their mobile device for any reason are not eligible to participate.

• Full Terms and Conditions are available at www.OPPOClaim.co.uk .

Participants who purchased OnePlus 10 Pro from Fonehouse, shall get a free OnePlus Buds Pro redeem code on the registered OnePlus account as long as participants complete “Link My Device” on OnePlus Store app or settings of the phone, during 31st March to 19th April.

The free Buds Pro gift or redeem code is available on oneplus.com or OnePlus Store app where online purchase is available in the corresponding country, during the Campaign period, or while stocks run out, which one is earlier.

And participants must log in their OnePlus account on their OnePlus 10 Pro phone to receive the free OnePlus Buds Pro redeem code.

How to have a OnePlus account?

User can choose to register an OnePlus account through either:

a. sign up on oneplus.com;

b. sign up on OnePlus Store app >> Account section;

c. sign up on the device >> settings.

How to “Link My Device” to get free Buds Pro?

A. Start at the OnePlus Store app >> Service >> Link My Device, or start at the settings of the device.

B. Click “Link Device”, the device will automatically validate its IMEI information to check if the device is an eligible OnePlus 10 Pro. Please be noted that OnePlus 10 Pro purchased on oneplus.com or OnePlus Store app is excluded to get the free Buds Pro code.

C. Once the participants successfully complete “Link Device”, a free Buds Pro redeem code will be issued to the logged in OnePlus account directly. The detail validity time of redeem code shall refer to the “Validity Date” displayed under Coupons/Gift Codes/Cash Coupons section of the account.

D. The free Buds Pro redeem code shall be valid within 30 days after receiving the code, and the code can only be redeemed via the regular purchase of OnePlus Buds Pro Matte Black or Glossy White on oneplus.com or OnePlus Store app. The code shall be redeemed within the validity time when the stock for Buds Pro is enough for regular purchase


Offer Details

1. Customers must order a Sony Xperia 1 IV either Sim Free or on a qualifying Contract

2. Customers will receive the gift at the same time the handset is delivered

THE PROMOTION

Pre Order a Sony Xperia 1 IV from Fonehouse From 11.05.2022

OFFER

Participants who order a new Sony Xperia 1 IV either SIM free or with a monthly contract basis, in-store, online or call centre sales, from Fonehouse

Full Terms and Conditions

1. This Offer is open to residents of the United Kingdom, aged 18 and over only, not employees or their immediate families of the Promoter, its agents, or anyone professionally connected to the Offer. Purchase and Internet access required. Keep receipt or online confirmation.

2. To participate in this Offer you (hereinafter “you” or the “Participant”) need to purchase an Xperia™ 1 IV from www.fonehouse.co.uk during the Promotion Period

3. Having purchased a Qualifying Device during the Promotion Period, one pair of Sony WH-1000XM4 Headphones will be despatched with the handset in accordance with these terms and conditions.

4. This offer runs from 00:00:01 11.05.2022 (or whilst stocks last)

5. If you return your Qualifying Device because of a change of mind, your order will be invalidated, and you will need to return the Headphones under this Offer.

6. If the Headphones are not returned you will be charged for the full value

7. If the Headphones are returned but are damaged or opened, you will be charged for the full value.

8. Headphones will be sent to the delivery address provided as part of your handset order

9. You are only eligible for one pair of Headphones per Qualifying Device.

10. Fonehouse terms apply when purchasing a Qualifying Device, please visit www.fonehouse.co.uk for further details of the applicable terms.

11. Owing to circumstances outside the reasonable control of the Promoter, and only where circumstances make this unavoidable, the Promoter reserves the right to withdraw or amend the offer at any time but will use all endeavours to minimise the effect to the consumer in order to avoid disappointment.

12. The Headphones can’t be exchanged and there is no cash or other reward available, except owing to circumstances outside the reasonable control of the Promoter, the Promoter reserves the right to substitute one pair of Headphones for a suitable alternative of equal or greater value.

13. You are responsible for any costs or expenses incurred as a result of participation in the Offer including without limitation the purchase of a Qualifying Device including accessing the internet if applicable. Costs to participate in the offer via the internet may vary so please check with your local service provider for current charges.

14. All cases of Headphones being damaged upon receipt must be reported to the Promoter within 24 hours. The Headphones are supplied with a warranty from the manufacturer. It is your responsibility to contact the manufacturer or visit the manufacturer's website in order to register your Headphones for the full manufacturer’s warranty. No other warranty is provided.

15. Any personal information, including, without limitation, your name, age, address (including postcode), mobile phone number and/or email address will be used solely in connection with this Offer and will not be disclosed to any third party except for the purpose of this Offer (including subsequent promotions as stated in these Terms and Conditions) or fulfilling the Headphones where applicable.

16. The Promoter will not be responsible for any failed connection by your attempt to access the website required for entry for whatever reason.

17. The Promoter and its associated agencies and companies will not be liable for any loss (including, without limitation, indirect, special or consequential loss or loss of profits), expense or damage which is suffered or sustained (whether or not arising from any person’s negligence) in connection with this promotion or accepting or using the prize/gift, except for any liability which cannot be excluded by law (including personal injury, death and fraud) in which case that liability is limited to the minimum allowable by law.

18. If any of these clauses should be determined to be illegal, invalid or otherwise unenforceable then it shall be severed and deleted from these terms and conditions and the remaining clauses shall survive and remain in full force and effect.

19. These terms and conditions shall be governed by and construed in accordance with the laws of England and subject to the exclusive jurisdiction of the courts of England and Wales.


Coronavirus

During COVID-19, Fonehouse is still operating as normal. Any orders placed before the cutoff points will be processed for next-day delivery (please see the order times below). All orders are subject to checks and availability.


Order Time:Expected Delivery:
Monday to Thursday before 8 pmNext Day
Friday before 5:30 pmNext Day
SaturdayMonday
SundayNext Day


Our call centres are currently experiencing an increase in demand, causing longer waiting times. This means that there may be a delay in someone answering your call or responding to your emails. Please check your online account for order updates and refer to our FAQs for answers to any standard queries.


Our stores have all reopened across England, Scotland and Wales. We have a number of strict guidelines in place to ensure the safety of our staff and customers.

Stores in Northern Ireland remain shut until further notice. 

You can find further updates on stores reopening on our coronavirus blog

At Fonehouse, we have hundreds of precautions in place to keep our staff and customers safe:

  • Currently, we have reduced the numbers of staff working in our head office in order to avoid mass gatherings. All staff are working from home where possible, but anybody going into the office is following strict guidelines and hygiene rules.
  • In our stores, we have many more regulations in place due to the number of people visiting them each day. You will find hygiene stations at the front of every store and we will ask you to please use these before entering your closest Fonehouse store. 
  • Working with DPD, there are also a lot of safety precautions taken during deliveries. We would usually ensure that a signature is taken upon arrival of the order, whereas now, DPD will take a photo of the package at your front door and sign off the delivery for you.

All orders are being processed as they usually would. During the week, any orders placed before 8 pm will be processed for next-day delivery. Orders placed over the weekend will be processed on Sunday for delivery on Monday. All orders are still subject to network and security checks, as well as stock availability.


Yes! We are still offering free next-day delivery with every order, subject to network checks, security checks and stock availability. Orders placed Monday to Thursday before 8 pm will be delivered the next day. Orders placed before 5:30pm on Friday will be delivered on Saturday. Orders placed on Saturday and Sunday will be delivered on Monday. 

Please note that deliveries to the Highlands and internationally may take slightly longer.


Unfortunately, there may be a slight delay in the arrival of stock, due to a number of delays caused by COVID-19. We will contact you with an update on your delivery via email once we can confirm dates. We may also offer alternative devices if they are available.


Thanks to the number of precautions which DPD and Fonehouse have in place, you will be able to accept your delivery even if you are self-isolating. The only change to the delivery process is that you won’t need to sign for your item. Instead, the DPD driver will take a photo of the package outside of your door and sign on your behalf.

Refurbished 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!


How to Activate My Digital Code

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.


Other Digital Code FAQs

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.


Trade In when buying a new phone

A Trade In is where you sell your old phone for cash.  We've partnered with The Technology Recycling Group 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.  When we ship your new phone, we'll arrange a collection date for your old phone - there's no need to post it.

When e ship your new phone, we'll arrange a collection date for 7 days in the future.  We purposefully set a date in the future as this allows you to ensure you are happy with your new phone before returning your old.

You will receive an email confirming the collection date, and you will also have the opportunity to change this date by logging into your Fonehouse account.

We use the DPD door collection service, and the driver will bring all necessary packaging to safely return your old device.

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, you will have the choice to go ahead with a trade in, or to cancel it.  Both options will exist in your Fonehouse account.

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.

Call Centre Opening Hours

Monday - Thursday
9:00 - 20:00
Friday
09:00 - 18:00
Saturday
09:00 - 17:30
Sunday
Closed
Bank Holiday
10:00 - 16:00

Please note: Order processing is 24 hours a day.

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.

Returns Address

Returns will only be accepted with a valid returns form. Please follow the link below and complete the form.

Returns Form >
Accepted Payment Methods
©2022 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