Frequently Asked Questions

If you have a problem with your order, your new mobile phone, a free gift or cashback, you will need to get in touch with the retailer from which you purchased your new phone.

If you’ve got a new mobile phone contract that’s with EE, for example, and purchased it through Carphone Warehouse with a free gift, then it’s generally Carphone Warehouse who is responsible for fulfilling this gift, not EE. 

Mobile Phone Network customer service contacts

How do I claim my free gift or cashback?

If you took out a mobile phone deal which includes a free gift or cashback, you will need to get in touch with the reseller or Network from where you made the purchase.

Cashback

Cashback is generally available from the resellers, such as Carphone Warehouse or Mobile Phones Direct, and is available in two different formats:

Automatic cashback: The reseller automatically processes this for you and will send you a cheque in the post.

Cashback by redemption: The reseller will pay this to you in equal instalments throughout the duration of your cashback. You generally have to claim this cashback directly with the reseller by sending them copies of your bill. Please visit the reseller’s website for more details on how this works. 

Free gifts

If you’re lucky enough to get a free gift with your new mobile phone, these will likely be sent to you with your new handset and won’t need to be claimed. 

Often, a manufacturer, such as Samsung, will pair a free gift, such as the Samsung smart watch, alongside one of their handsets, which needs to be claimed direct with them. 

I want to return my phone

If you’ve purchased a phone or contract from one of the mobile networks or resellers and want to return it, you will need to contact them direct in order to return it.