From 29 April 2024, new connectable products should be accompanied by a Statement of Compliance from the manufacturer, certifying that the product complies with applicable security regulations. If you would like a copy of the Statement of Compliance with your order number and product details and we’ll email it to you within 14 days.
As of 20/11/2021, all devices are sold as unlocked. So if you bought your phone after this date, it’ll work just fine with any network SIM.
If you ordered your device before this date, don’t worry. Speak to your network provider and they’ll be able to help you unlock it.
Please note: Mobile Phones Direct are unable to lock/unlock any devices.
Mobile Phones Direct will never directly contact you to place an order (unless you have requested this), and we don’t use WhatsApp. The only time we’ll get in touch is if you’re due an upgrade.
If you think you’ve been a victim of fraud, we recommend taking the following steps which can be found in the document below.
If you have any queries
Cashback on your phone deal? Nice! This means you’ll get cash simply for taking out the contract and the amount offered will be paid directly into your account. Yep, it really is that simple.
No need to do anything as we'll let you know when it's been processed. If you do not receive your cashback payment within 90 days of the contract being taken out,
If you’ve ordered through an affiliate company and you’re expecting a cashback payment, please contact them directly to discuss. Mobile Phones Direct will unfortunately be unable to assist with any queries.
If your cashback was a promotion from the manufacturer, this is slightly different and you will need to claim. For more information,
There’s no difference at all. We sell non-UK stock alongside our UK handsets simply to ensure wider availability, but all the phones are configured the same way. The handset you order will still come with a manufacturer’s full warranty and the same accessories that a UK handset would have.
For more information on your warranty, please click here.
Please note: If you receive a non-UK Samsung device, it may have been previously opened by Samsung-approved partners and therefore the original seal may be broken and replaced with another. Your handset is still brand new but has just gone through a few extra checks to make sure you have the best experience with your new device.
Something not quite right with your phone? No need to worry. If it’s a fault that troubleshooting cannot resolve, you have a 30-day exchange/return period with us. Providing we can replicate the fault you have described through testing, we’ll either exchange or cancel your contract within 5-7 working days of the device being scanned into our warehouse.
To exchange your device/cancel your contract, your handset will need to be free from any damage, and in a resaleable condition. It’ll also need to be free of accessories, PIN locks, passcodes and any Find My iPhone settings.
If you simply want to cancel your contract, you’ll be refunded for any upfront payments within 3-5 working days from receipt of your return complete email.
Please note: You’ll still be liable to pay your first bill in full from the network (even if you do not receive your handset), and will be partially refunded on the following billing date, by the network provider.
Fault occurred outside the 30-day exchange period? The phone will then need to go through warranty.
Our refurbished handsets are usually from customers who have returned the device to us within their cooling off period. That doesn’t mean you lose out on any of that quality, though. When we get a handset back, our engineers thoroughly check, test and inspect each device to make sure it's performing and looking like a brand new handset! Plus, you get a minimum of 6 months’ warranty for extra peace of mind.
In short, you’re getting a great phone for less of the price. Sounds like a win.
As New handsets
‘As New’ phones are pre-owned handsets that have been given a second chance. They’ve been restored by the manufacturer directly, using genuine parts, and have been fully tested - they come with a 12 months’ warranty too.
Both of these options mean you can bag one of the latest smartphones, without breaking the bank!
We’re sorry to hear that your handset has been lost or stolen. We recommend getting in touch to discuss a claim on your insurance. For more information,
If you did not take out insurance with us, we suggest contacting your bank or home insurance provider to check if they cover mobile phones.
You’ll also need to call your network provider to report the phone as lost/stolen and ask for the device to be blacklisted. Because the contract is with your network provider, MPD are unable to blacklist or unblacklist any devices.
We take the utmost care with our packages, but occasionally things get damaged in transit.
If you do receive a damaged handset, please take pictures of the front, sides, back, top and bottom of the handset, as well as the handset turned on and images of the box and packaging (including the DPD label).
Your network provider is responsible for your billing, so they’ll be able to deal with your query.
If your first bill is slightly higher than expected, don't worry, this is due to pro rata billing. Your next bill will be at the set price in your contract (excluding any non-standard charges outside of your normal allowances).
Unfortunately, contracts are subject to a price increase due to RPI (Retail Price Index). This is normally in line with inflation and is set yearly by your network provider. These changes take effect every April and your network provider will be in touch in advance of this change.
You can check if roaming is included in your tariff by looking at your contract summary documents. These will have been sent to you when you placed your order, so just head on over to your inbox.
If you’re still not sure you’d like roaming adding to your contract, your network provider can help with that. Just give them a call on one of the numbers provided below.
Let’s try and get you back in. Start by clicking the ‘Forgot your password?’ button. From there, you’ll receive an email to reset your password.
If you never made a password for your account, then we’ll need to get you set up. It’s as simple as entering the email address you used when placing your order, and from there you’ll be able to set a password with the email you receive.
You’ll find loads of accessories for your new phone on our website. When you’re making a purchase, we’ll show you some matching suggestions, letting you add to your deal for an extra upfront cost.
The reason we show these offers is because we know how much our customers like to personalise their handsets. We want to be able to provide you with everything you’ll need for up to two years. We know that a lot of the manufacturers don’t provide some of their handsets with chargers or headphones, so we like to give you the option if you want it.
Once you’ve ordered, any extra accessories you’ve picked will be delivered with the handset so there’s no confusion. Please note that we can’t add accessories to the same order after the point of purchase.
If you need a proof of purchase for an insurance/warranty claim or promotional offer, you can use the contract confirmation email that we sent you after your order was dispatched.
Don’t worry if it’s disappeared from your inbox, we can resend this to you or provide you with a PDF version.
Plans change, we understand. If you’re not going to be in, you can upgrade your delivery slot on DPD's website using your tracking number. You can’t specify a time of delivery, but you can change the day.
And whether you just popped out or didn’t hear the door knock, DPD will reattempt any missed deliveries the next working day.
