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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As per the GOV.UK website, identity cards were scrapped in 2011 - they're no longer valid and can't be used as proof of identify, so unfortunately these will not be accepted.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 8pm on Thursday 1st April, will be delivered on Saturday 3rd April

Order placed between 8pm on Thursday 1st April and 8pm on Tuesday 6th April, will be delivered on Wednesday 7th April.


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

Good Friday - 10:00 to18:00

Saturday - 09:00 to 17:30

Sunday - Closed 

Easter Monday - 10:00 to 16:00




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.

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.


Promotions and Offers

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 19.08.2021

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 19.08.2021 (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.


HONOR 50 PRE-ORDER PROMOTION – TERMS AND CONDITIONS

Participants agree to these terms and conditions (the 'Terms and Conditions')

Any information or instructions published by Exertis UK Ltd. (the Promoter), with its registered offices at Technology House, Magnesium Way, Hapton, Burnley, Lancashire, BB12 7BF or its fully owned subsidiaries, about the Promotion at https://www.honor-redemptions.co.uk/Honor50 form part of these Terms and Conditions.

THE PROMOTION

1. Participants who Pre-Order a Qualifying Product from a Qualifying Retailer will be eligible to claim the promotional item, subject to these Terms and Conditions (‘Promotion’).

2. The Promotional Processor (‘Administrator’) is Exertis (UK) Ltd., Technology House, Magnesium Way, Hapton, Burnley, Lancashire, BB12 7BF.

3. Data Protection: Participant’s personal data provided by the Participant when making a claim under this Promotion shall be processed in accordance with the Administrator’s Privacy Notice at https://www.honor-redemptions.co.uk/Honor50/privacy.php. This Promotion, together with the Administrator’s Privacy Notice shall inform you on why and how Exertis UK Ltd processes personal data.

OFFER

4. Participants who Pre-Order any of the products under ‘Qualifying Product’ instore or online or through our call centre, from a fonehouse , on or between 00:00 on 27th October 2021 GMT and 23:59 on 11th November 2021 GMT, will be eligible to claim by redemption, a Promotional Gift exclusively delivered by way of courier (‘Promotional Gift’) as further detailed in Table 1 below.

ELIGIBILITY

5. To be eligible to participate in the Promotion you must be aged 18 or over, residing in the UK (‘Participant’).

6. Businesses are excluded from participating in this Promotion.

7. A claim must be made by the end user Participant, and must not be submitted through agents, retailers, resellers, third parties or in bulk.

8. Only one claim per Qualifying Product per Participant is permitted.

9. Participants must Pre-Order the Qualifying Product from a Qualifying Retailer between 00:00 on 27th October 2021 GMT and 23:59 on 11th November 2021 GMT.

10. Participants who cancel their Pre-Order will not be eligible to receive the Promotional Gift.

11. Participants who return the Qualifying Product to the Qualifying Retailer within 14 calendar days will not be eligible to receive the Promotional Gift. The date of physical receipt of the Pre-Ordered qualifying product counts as day one (1).

ENTRY

12. Participants may only submit a claim for the Promotional Gift fourteen (14) calendar days after the physical receipt of the Pre-Ordered qualifying product. Following the fourteen day (14) waiting period, Participants must visit https://www.honor-redemptions.co.uk/Honor50 on or between 00:00 on 26th November 2021 GMT and 23:59 on 31st December 2021 GMT to complete and submit the claim form providing the following information:

- The corresponding IMEI of their qualifying mobile phone product.

- Confirm the Pre-Order date, receipt/order number, qualifying retailer and upload a copy proof of Pre-Order.

- Confirm their full name, mobile telephone number, email address and valid delivery address details of where the Promotional Gift shall be sent to.

13. See the FAQs section https://www.honor-redemptions.co.uk/Honor50/faqs.php for details of the form of supporting documents required as evidence of Pre-Order.

14. The Qualifying Products are subject to availability while stocks last. Exertis reserves the right to replace the Promotional Item with an alternative promotional offer of equal or higher value if circumstances beyond Exertis’s control make it necessary to do so.

15. The Promotional Administrator will despatch the promotional gift within 30 days of successful claim validation for delivery by its nominated courier. It is the Participant’s responsibility upon receipt of their claim submission confirmation email to notify Exertis immediately if their selected shipping address is not correct. Once the promotional gift has been despatched, Exertis will be unable to amend the shipping address or ship a replacement promotional gift.

16. If the claim is deemed to have not been submitted correctly, the Participant will be notified via email and offered the opportunity to provide the required information within seven (7) calendar days of receipt of the email. If no response is received within seven (7) calendar days of the email being sent, then the claim shall be marked as invalid and the Participant will no longer be eligible to receive the Promotional Gift. It is the Participant’s responsibility to contact us if you have not received an update on the status of your claim within seven (7) calendar days.

17. All supporting proof of Pre-Order documents must be received on or before 23:59 on 31st December 2021 GMT to be eligible to claim the Promotional Gift.

18. Subject to condition 16 above, claims that are incomplete will be deemed invalid. Exertis are not responsible for lost, delayed or damaged data which occurs during any communication or transmission of claims.

19. Exertis reserves the right to withdraw or amend the Promotion or these Terms and Conditions and to disqualify claims which it considers do not comply with these Terms and Conditions at any time, at its own discretion. Exertis’ decisions regarding all promotional matters will be final, and no correspondence will be entered into.

20. Exertis shall have the right, where necessary, to undertake all such action as is reasonable to protect themselves against fraudulent or invalid claims including, without limitation, to generate or require further verification as to proof of Pre-Order, as well as the identity, age, and other relevant details of a Participant, deny issuing the Promotional Gift, or terminate the Promotion due to excessive fraud. This process may involve sharing information with third parties.

MISCELLANEOUS

21. The Promotion is governed by English Law and is subject to the exclusive jurisdiction of the English courts.


Contact Us

We are always happy to help our customers.

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

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

Call Centre Opening Hours

Monday- Thursday
9:00 - 20:00
Friday
10:00 - 18:00
Saturday
9:00 - 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
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Need help with your order? 0333 900 1133