Fonehouse
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14 Day Returns Policy
14 Days Returns Policy
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FAQ

Frequently asked questions

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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 8pm Next Day
Friday before 5.30pm Next Day
Saturday Monday
Sunday before 4pm Next Day

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 us by calling 0333 900 1133 quoting your full name, mobile number & home postcode.

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 2 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.

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.

Porting your number

Please note that Porting means that you are transferring your mobile number from one Network to another and therefore it is not possible to port your number on the same Network.

To keep your existing number is very straightforward – just complete the following steps:

1) Place your order with fonehouse.

2) Contact your existing network or service provider to request your PAC (Porting Authorisation Code). When you receive your new fonehouse package and it has been connected it will operate with a new number so that you can use your phone without having to wait for the port to be completed.

3) Contact your new network or service provider on the number below and quote the new number we have issued you, your existing number that you want to keep and the PAC.

4) Once porting has been complete, please update your account with your new network provider.

You can obtain the number for your provider from the Useful Numbers section.

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.

Fonehouse offers a 30 days exchange policy that is active from the date of connection. 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.

Your gift will be sent automatically no need to claim or do anything else.

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.

On EE you can now use your inclusive allowances whilst roaming in the EU/EEA, please be aware that data is subject to fair use policy. Additional out of bundle charges apply when outside of the EU/EEA. For more information on EE roaming please visit the EE website.

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 72 hours and pay all successful claims within 14 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 unused
  • 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 unused, returned in its original packaging and its condition must be as it was when we sold you the product.

Contact Us

We are always happy to help our customers.

If you have a query regarding an existing order please fill out the contact form, including your order number as this will help us to deal with your request more efficiently.

If you are not contacting us regarding an existing order then please leave the order reference field blank.

Alternatively you can contact a member of our sales team on 0333 900 1133

You can also get in touch on Twitter at @fonehouse

Opening Times

Mon - Thurs:
09:00-20:00
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.

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
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