Please note that none of the following terms and conditions affect your statutory rights. These terms and conditions can be changed at any time by Mobile Phone World Ltd without notice.
Customer Services Contact Details
Phone 08707 607 687
Open Monday to Friday 10:00 - 17:00 hrs,
Calls charged at national rates.
Email -
Address -
Mobile Phone World Ltd (Parent Co.)
1st Floor,
7 - 10 Chandos Street,
London
W1G 9DQ,
UK
1. Delivery
In the event of delivery not being possible within 14 days (UK) (21 days elsewhere) of receiving the order, we will undertake to keep you informed of any changes and give you the option to cancel the order and receive full refund of monies paid if that is your desire. We will endeavour to deliver your products as soon as possible.
When items are in stock (either with us or the supplier) we will send orders out to you on the following services:
UK delivery -
Recorded mail - delivery can be expected within 2 working days of placing an order, but on occasion can take up to a week from time of despatch. Please allow 28 days for delivery.
Special Delivery - delivery can be expected within 2 working days of placing an order, but on occasion can take up to a week from time of despatch. Please allow 28 days for delivery.
When the order is not in stock we will first find an approximate delivery date. You will then be contacted with this information and you will have the choice to cancel your order with a full refund of any monies paid or you may choose to continue your order.
When payment details are provided to us and you do not make payment via our secure real time credit card transaction facility we will not process the payment until we know that the order is in stock.
2. Returns
Should you not be entirely happy with your order then please within 7 days of receipt;
- contact us first by phone on 08707 607 687 (or to return a phone on 0845 655 55 22) - We will then give you the appropriate address to return your product - and
- email with your intent to cancel AND all your personal contact details as well as the order details (product and order ID), to
and - return the product within 7 days of receipt.
A replacement will be sent as soon as one becomes available or a refund will be made, on receipt of the returned goods. Contact us BEFORE you return the goods. You must include a copy of the invoice you received with your products, together with your reason for return.
If you are excercising your right to cancel your order withing 7 days, you are responsible for the cost of returning the order.
Refunds:
If the item was in any way broken or faulty on delivery we will resend the product to you.
If you receive the goods in perfect condition and decide to send them back, then you will be refunded the total cost of the order minus delivery costs.
3. Your right to cancel your order
We are so confident with our products, we offer a money back 7 day guarantee. You have the right to cancel your order within 7 working days of receipt of the goods without giving a reason. We will undertake to return your payment within 21 days, in actual fact in situations where the item has not yet been sent we will return your payment straight away, in situations where you have received the order we will return your payment as soon as we receive the item back. You may be responsible for the cost of returning the goods (described in the returns section above) and the initial postage of the item to you.
This does not apply to perishable items.
Certain items may be subject to a re-stocking fee, (typically in the region of £10 - £20).
If you would like to cancel your order in this way then please contact us by phone and email. Our customer services numbers and addresses are shown above.
4. Credit Card Payments
We use secure Web Pages and offer the use of our secure real time credit card transaction server - click here for more information about our security.
We reserve the right to refuse to supply to individuals whose credentials cannot be verified. We will use discretion in these matters and will not authorise payment or supply unless we are completely satisfied that the order is legitimate.
5. Confirmation of your order
Once the order has been placed, we will send you an email of confirmation including products ordered and prices. If the product is out of stock we will notify you and nullify the order.
6. Receipt
The order confirmation will act as a receipt. We will be pleased to provide any additional documentation you may require.
7. Contact.
Unless you object, we may use information you give us to provide you with information about goods and services offered by us and other organisations with which we have a business relationship. We or they may contact you by email, telephone or other on-line or interactive media. If you prefer not to receive such information, you can unsubscribe from all future protional correspondence at any time.
8. Complaints
Complaints should be made initially by e-mail to
and they will be taken up from there. We will normally expect to deal with complaints by email. Complaints will be acknowledged within 5 working days. Your complaint will be dealt with fairly and confidentially. Throughout the period of a complaint about an issue, we will keep you fully informed of progress.
9. . Website Accuracy
9.1. Our website design team work extremely hard to make sure our website is as accurate as possible and in order to achieve this our website is updated on most days.
9.2. However we cannot guarantee the accuracy of information supplied, especially such things as mobile phone handset specifications and network tariffs and special offers, which may change without prior notice.
9.3. Offers displayed on our website remain valid only until 12.00 noon on the last day of each calendar month, this includes tariffs and network special offers.
9.4. Pictures of products are as a representation only and should be used only as a guide. Specifications and/or colours of products may change without prior notice.
10. Contract Phones
10.1 All pay-monthly mobile phones come with a 12-month manufactures warranty. This warranty does not affect your statutory rights which cannot be excluded or restricted at law.
10.2. Additional insurance and extended warranty periods for mobile phone handsets maybe available at an extra cost on certain products.
For details on the '3 Months Free' mobile phone insurance that is an optional gift with your new phone click here. All new contract phones are put on the Executive Policy cover to give maximum protection.
10.3 All mobile phones are delivered by Initial City Link courier service, on a next day service after despatch. All mobile phones require a signature upon delivery. We endeavour to despatch all contract and prepaid mobile phones within 2-3 working days of ordering. Saturday delivery cannot be guaranteed.
10.4 We do reserve the right to provide information to the relevant authorities in the interest of preventing fraud or crime, and offering the services provided.
10.5 All mobile phone and prepaid SIM card connections (excluding prepay handsets) are subject to a 12-month airtime contract. You agree to the relevant network providers terms and conditions as shown on our website and delivered with the mobile phone, in addition to these stated herein. All connections (excluding prepay) are subject to a connection fee (which may or may not be waived, at Mobile Phone World's sole discretion). All contract connections are subject to status and acceptance by the Network concerned to United Kingdom residents aged 18 years or over.
10.6. A credit check will be carried out by the network/provider prior to connection using the information supplied by the applicant. We will always advise the applicant of any negative credit assessments and connection refusals.
10.7. 2U and Mobile Phone World Ltd cannot be held responsible for the result of any credit assessments or for any delays caused by insufficient or incorrect information being supplied by the applicant.
10.8 You may not change your monthly line-rental price-plan within the first 3 months. To do so will incur a price-plan change fee. Contact us if you wish to change price-plans within this time. After 3 months you may change price-plan at no cost, up to once a month. We recommend you do not change within the first three months as your bills will fluctuate, and you will not be able to make an accurate assessment of the appropriate price-plan to change to, or stay on.
10.9 By filling in the contract form, agreeing to the terms and conditions of pay-monthly phones, and proceeding, you are aggreeing to the full and binding terms and conditions of both Mobile Phone World ltd and the network provider. Signature and acceptance on delivery will be taken as confirmation of agreement.
10.10 Phones and contract connections are dispatched unconnected for security purposes. You will need to call the Dispatch Team on receipt to confirm delivery and request connection activation. Connection can then take up to 48 hours.
10.11 Phones are supplied in conjunction with our supplier.
10.12 You accept that all cashback offers are to be redeemed with our supplier. Full details are sent with every phone.
11. Returning Contract Connections and Contract SIM Connections
11.1. If you are dissatisfied in any way with any contract connection or contract SIM connection you must notify and return it within 14 days of delivery.
11.2. Upon safe return of the full product as supplied we will remit to you a full refund and cancellation of the contract.
11.3. All items must be returned as they were received with the original packaging and full contents included along with original documentation and proof of purchase.
11.4. Where a refund is sought we reserve the right to charge the initial cost of delivery. We will not charge for the initial costs of delivery where the product supplied was not of satisfactory quality.
11.5. Clause 10 does not apply to pay as you go or pre-paid hand set packages.
11.6. 2U and Mobile Phone World Ltd cannot be held responsible for the result of any credit assessments or for any delays caused by insufficient or incorrect information being supplied by the applicant.
12. Mobile Number Portability for Contract Connections
12.1. Please note that due to tariff changes enforced by the mobile phone networks/service providers - on some occassions it may not be possible for you to be connected to the tariff you have chosen if your Number Transfer spans over two seperate calendar months. In this instance you will be offered to be connected to another available tariff of your choice.
12.2 Due to additional costs involved with porting in a number, there may be additional costs involved in purchasing these services. In this event, you will be notified of any price variations, and if there is a price increase, given the right to cancel.
13. Carkits
Certain vehicles require an additional audio boom microphone. This can be purchased directly with our expert when he arrives to install your carkit. The cost of this is usually £20 to £30.
14. Privacy
We believe in protecting your privacy. Read the Privacy Policy for the full details.
