Frequently Asked Questions

1) Is the site secure?
Yes. The shopping site is on a secure server giving our customers peace of mind that their credit card details will not fall into the wrong hands.

2) Do I have time to change my mind?
Yes. Consumers have the right to cancel their order before the sale is concluded, plus all phones come with 7 days money back guarantee.

3) Is delivery free?
Yes. Unless stated otherwise, all prices include next working day UK delivery. For delivery addresses outside the UK a delivery charge may be added and we will contact you with details of this prior to goods being despatched.

4) When will I receive my goods?
Subject to credit checks being carried out for contract phones, as long as your order is received before 9pm Monday-Friday, and before 12pm Sunday, your order will be dispatched for next working day delivery. Orders after 9pm Friday and on Saturday will be delivered on Monday. Ringtones and logos will be sent to you via a text message and may take up to 24 hrs.

5) What is the minimum term contract on pay monthly phones?
Pay monthly mobile phones have a minimum term contract of 12, 18 or 24 months.

6) What about my Privacy?
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully in accordance with the Data Protection Act 1998.

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. In processing your order we will send information about you to the Network to which you are connecting. This is absolutely necessary. The type of information we will collect about you includes your name, address, phone number, email address and credit/debit card details, but we will never collect sensitive information about you without your explicit consent.

You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

We do not send random marketing emails to personal email addresses (spam). We will not e-mail you in the future unless you have given us your consent.

The personal information which we hold will be held securely in accordance with our internal security policy and the law. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

7) So what about 'cookies'?
We use ‘cookie’ technology to enable the shopping system to record the contents of your basket, to ensure that the correct products are ordered when you progress through the checkout and to facilitate navigation throughout the store.

The use of a ‘cookie’ involves storing a small file on your computer, which can be used to identify your browser to our server. You can usually modify your browser to prevent this happening although if you do ‘disable cookies’ then you will be unable to make a purchase from our online shop.

8) How can I be removed from your mailing list?
If you wish to unsubscribe from our mailing list, simply send an email to with 'unsubscribe' as the subject line.

9) What if I have a complaint?
We are always looking for ways to improve our service, so if you have a complaint please call us on 0845 130 3024.

We hope that you never find the need to complain, but if you do then we promise to deal with any complaint fairly, confidentially, effectively and speedily. We will acknowledge your complaint within 5 working days and we will keep you informed about progress.

10) Can I change my tariff after I have bought a phone?
As you can see from our price list pay monthly phones are sold at prices specific to the tariffs chosen. The discount given on any particular tariff is subject to remaining on that tariff for the initial contract period. If you change tariff before that time you will be billed a minimum of £100 and possibly more depending on the tariff you have changed to. For full details please refer to section 14 of our terms and conditions.

11) What about returns?
Click here to see our Returns Policy.

12) What are your terms and conditions?
You can find our terms and conditions, along with the networks terms and conditions here.

13) My question is not answered here!
For any further information please contact us either by telephone (0845 130 3024), e-mail, or by completing our contact form.

Gadget Helpline

13) What is VIP Gadget Helpline?
Your order comes with a 30-day FREE trial of Gadget Helpline with VIP Gadget Helpline. This means you have access to telephone support to help you make the most out of the features on your phone, such as picture messaging, setting up email and connecting to different devices.

Gadget Helpline FREE for 1 month (£3.99 a month thereafter, billed 6-monthly in advance and can be cancelled at anytime). Therefore the total payable is £23.94 every 6 months.

VIP Gadget Helpline can be cancelled at any time after your account has been finalised, which is usually two or three days after delivery. You can also cancel during the free trial, by simply contacting VIP Gadget Helpline or ending the Direct Debit instruction. A more detailed explanation of the service provided will be emailed or posted to you shortly after your new handset arrives.

To contact VIP Gadget Helpline, you'll need to call them on 08444 772 995.

Or, visit their website.

14) I need Technical Support
If you have a Gadget Helpline policy on your account you can call them on 08444 772 995 for any technical assistance.

Or, visit their website.

15) What can this service offer me?
Gadget Helpline gives you instant solutions to problems relating to your phone and any other electronic devices in your home such as Tablet, Laptops, Games consoles, DVD players, Televisions, GPS Units, offering objective and practical advice from fully trained UK based experts.

16) Where can I access further information?
For further information on Gadget Helpline and their service you can read our Gadget Helpline page or visit You will also receive a letter or email from Gadget Helpline a few days after your phone providing further details.

17) How do I cancel the policy?
Gadget Helpline FREE for 1 month (£3.99 a month thereafter, billed 6-monthly in advance and can be cancelled at anytime). Therefore the total payable is £23.94 every 6 months. If you do not wish to continue the service during or after this period you can simply call 0844 477 2995 or visit

You will need your Gadget Helpline reference number in order to terminate the service, which will be supplied in your welcome email or letter. This communication will be sent a few days after your phone, so please wait until this time before ringing to cancel.

18) Can not cancel the policy for me?
Please note we cannot cancel the policy for you as this conflicts with the Data Protection Act. Please contact TMTI directly for cancellation requests.