Billing and Payment
Free Gift Redemption Policy
Ordering Information
Guides to our services
Our Trade Policy
 
AREAS OF HELP
 
  • Billing & Payment
    • Methods of Payment
      • Direct Bank Deposit or Bank Transfer
        You may place an order by downloading a manual Purchase Order Form and quoting the product code or order reference number.
        Bank Address: Barclays Bank PLC
        Muswell Hill & Crouch End Group
        POB Box 6549, London
        N8 9RJ
        Account Name: Phone City
        Account Number: 00366315
        Sort Code: 20-58-51
        IBAN: IBANGB67BARC205851100366315
        Swift Code: BARCGB22
        Online Payment
        We accept all major Visa, Delta, Master, Switch and Diners cards. American Express cards are not accepted.
        Please note that non UK payment cards may incur a currency conversion fee.
        Cheque Payment
        Cheque payments must be made payable to ‘Phone City’, please send all cheques to:
        Payment Department
        Phone City Direct
        54 High Road
        East Finchley
        London
        N2 9PN
        Please note: Goods may be despatched after 10 days, once all cheques are cleared.
    • Goods/Services Purchased on Our Website
      • Being a business trading in the UK VAT is charged at 17.5%. All of our prices are inclusive of VAT and it is generally calculated at the final stage of the cart.
        Delivery rates and charges will be calculated during the checkout process, after you choose your preferred delivery method.
        Phone City Direct undertake vigorous monitoring of our prices daily, we endeavor to update our prices in line with our competitors and aim to offer our customers great value for money. We strive to have accurate pricing and timely availability of stock on all the products we offer at www.phonecitydirect.com; despite our best efforts, a small number of the products in our catalogue may be mispriced or have inaccurate stock availability information.
        We constantly try to validate prices as part of our acceptance procedure, and will notify you if a product’s correct price is lower or higher than that stated in your order, so you may ultimately decide whether or not you wish to proceed with the order. Phone City Direct reserve the right to change the price of any product at any time before you place an order.
        What happens if the goods ordered are not in stock?
        In the unlikely event that the goods you have ordered are out of stock, we may send you an e-mail alert that indicates your order status, at which time you may cancel your order. We are determined to ensure that we supply you with accurate estimates of delivery despatch and receipt time; however, these estimates are based on factors over which we have no control and as such, time for despatch and/or delivery shall not be considered a quintessential part of the contractual agreement. In short delivery times are an estimated approximation for carriage only and must be considered as a ballpark figure.
    • Mandatory Direct Debit

      • It is mandatory that you remain on direct debit for the first 6 months of contract on 3 pay monthly with us. Failure to remain on direct debit may result in your free gift being void as well as an additional administration charge of £40. We reserve the right to charge back your debit or credit card. We may refer this debt to be collected on our behalf by a third party debt collection agency. No waiver may apply to our terms. Our terms apply to all purchases carried out online, telephone orders or within the store.
    • Query about My Bill

      • Please note that we do not generate your airtime bills. All billing enquiries must be directed directly to the Network Operators not us.
        For Network Operators please see below:
        Service Providers Contact Telephone Numbers
        Orange 0797 3100 150
        Three 0870 7330 333
        T-Mobile 0845 4125 000
        Virgin 0845 6000 789
        BT 0800 0322 111
        Vodafone 0870 0700 191 (Pay Monthly)
        Vodafone 0783 6191 191 (Prepay)
        O2 0870 5678 678

    • Pin Numbers
      • What is my O2 PIN number?
        Your O2 PIN number will always be set on standard default to be 0000; all O2 handsets require this PIN having been powered up.
        I have locked my phone having entered a PIN incorrectly
        Repeatedly typing in the wrong PIN number on the phone may lock your phone and ‘enter your PUK’ may appear on your mobile phone screen.
        You may unlock your phone by entering the correct PUK number by contacting your network provider.
        We can assist you with 02 PUK codes on 020 8 442 1888 or click here

        Orange 0797 3100 150
        Three 0870 7330 333
        T-Mobile 0845 4125 000
        Virgin 0845 6000 789
        BT 0800 0322 111
        Vodafone 0870 0700 191 (Pay Monthly)
        Vodafone 0783 6191 191 (Prepay)

  • Cashback & Free Gift Redemption Policy
    • Claiming My Cashback
      • Click here to see more details on claiming my cash back.
  • Ordering Information
    • Delivery of Free Gift
      • T-Mobile Upgrade free gifts
        Your free gifts are dispatched automatically, with no strings attached. We shall endeavor to send the relevant gift within 120 days of Upgrade. From experience most gifts shall be dispatched within 30 days, these include Apple IPods, Bluetooth’s, Accessory packs and so on. Our sports gifts can take up to 120 days for dispatch as they are sourced internationally and delivery times are inclined to vary with international trading climates.
        Free gifts are also subject to £6.95 delivery charge.
        New Connection free gifts
        To claim for your free gift on a new agreement you must send in your 3rd bill within 30 days of the date on the relevant airtime bill.
        We will endeavor to process your claim and dispatch your free gift within 30 days of receipt of your bills and redemption voucher.
    • Delayed/ Lost Delivery
      • • If you have not received your order within 14 working days of despatch, you must instantaneously advise us of the delay/loss at support@phonecitydirect.com.
        • A NONE DELIVERY DECLERATION form needs to be complete and returned before a replacement order is dispatched to you with all replacement item/s.
        • Where a refund is requested, the non-delivery declaration form must be returned complete before a refund can be authorised.
        • The declaration form will be sent to the email address supplied with the initial order, and on receipt; requires completion in full and returned to the return address supplied with the form.
        • Should the completed non-delivery declaration form not be received within 10 working days of receipt, then you will become liable for the cost of the initial goods & postage. Where a replacement has been requested and dispatched, this will be charged to the method of payment for your initial order if a replacement has already been dispatched. Where a refund has been requested and the form has not been received in the given time, then the refund will not be processed.
        • This charge will be refunded upon receipt of the completed non-delivery declaration form if received within 20 working days from the date of receipt for the non-delivery declaration from. Forms received between the 11th and 20th working day will incur a 20% administration fee of the value of the lost parcel and will be charged to the method of payment for your order. Any form returned after this period will be deemed void. Duplicate forms can be requested from Phone City Direct Customer Services at support@phonecitydirect.com.
        • If you would like to tracker your Royal Mail delivery you may do so at http://www.royalmail.com/portal/rm.
        • If no one is available to sign for the product, a card will be left and the parcel held at the local Royal Mail Depot for you to collect. Packages will be held for 10 days before they are returned to Phone City Direct. Please call the number specified on the card if you wish to re-arrange delivery, collect from your local Post Office or to re-direct the parcel to an alternative address.
        • We can only deliver to the Debit / Credit card holder’s home address.
        • We endeavor to deliver the NEXT working day.
    • Returns Policy
      • Supplementary to your statutory rights, in the event that you would like to return goods outside of the 7 day cancellation period, we operate a 28 day faulty returns period.
        There is an administration fee of £49 for all pay monthly cancellations. These terms are accepted by you on placing an order on the internet, no additional terms may act as a waiver against any returns to Phone City Direct. All of the products on sale have met our high quality-control standards. Refunds will be for goods only and will not include any carriage costs paid by us. Please ensure that all returns are securely wrapped and packaged. We recommend using a posting method that provides proof of delivery and can compensate for lost or damaged goods for higher value items.
        We cannot be held responsible for any units that have been damaged in transit. To return an item, please download a Phone City Direct Returns Form from the link below and return to us with the faulty product.
        Our Returns Authorisation Form
        A Returns Authorisation Number (RAN) is required for any Item(s) that is returned. The RAN must be sent to us before the goods are sent back; it is downloadable from the link above.
        Any return that is not accompanied with the returns form will be held by Phone City Direct for 30 days, awaiting the completed form. Items that have not been reclaimed by you within this period will be disposed off after this time. Alternatively it may be sent back at the senders expense whichever we deem fit. As a result the return will be completed without action.
        We do not operate a try before you buy policy. In the event that we accept an exchanged handset on a T-Mobile upgrade, an administration fee of £20 will apply. Any goods found to be defective within 28 days will be replaced on a like for like basis.
        We do not offer a 14 day refund on unlock codes.
        Goods found to be tampered with by the customer will not be replaced, but will be returned at the customer's expense. If you wish to return goods which are not faulty, we will accept the return providing the goods are in a good clean condition in the original packaging and having not been used. These goods can be exchanged for other products, subject to the difference in costs being incurred. Items returned for a refund, when the goods are not faulty will be charged a handling fee of 20%.
        Used/ worn hands free kits and Bluetooth headsets will not be accepted due to hygiene reasons. Software disks,airtime vouchers and screens cannot be returned if the security seal has been broken. In a handful of circumstances, faults will need to be diagnosed by the manufacturers of the item before a replacement can be issued (i.e. memory card reading faults, handset not powering up etc.).
        Substitute or alternative items will be processed as promptly as possible, but please be aware that it may take up to 5 working days to issue the item. If an item is out of stock, it will then become a priority back order to be shipped once stock is available.
        All refunds are processed to the same credit/ debit card that was used for the original purchase. Please be aware that it may take up to 14 days for your card to be refunded. The terms mentioned above are in addition to your statutory rights, which are not affected.
    • Your Right to Cancel
      • You must have a valid returns authorisation number before returning goods.
        You may cancel your orders for most items within 7 days of receipt of equipment. Three pay monthly contracts cannot be cancelled. You have a 3 day cooling off period for any pay monthly USB modems to be returned.
        Equipment must be unused and customers must take reasonable care of the goods while in their possession and both goods and packaging must be returned in a resalable condition. Carriage costs are your responsibility. We endeavor to process all returns within 10 days of receipt of returned Equipment.
        Please note that orders will only be considered cancelled as soon as you have received confirmation from us, by email, that this has been done.
        Money Back Guarantee
        You will be pleased to know that here at Phone City Direct we operate a 7 day money back guarantee scheme.
        To process your order effectively you must complete our Returns Authorisation Form prior to sending in any returns.
        When placing an order with Phone City Direct you automatically expressly agree to our terms and conditions.
        Phone City Direct operate a 7day money back guarantee in accordance with the Consumer Protection (Distance Selling) Regulations 2000.
        Money Back Guarantee applies subject to equipment and all retail packaging being returned in un- tampered, "as new" and unopened condition and complete with all packaging and any accessories originally supplied, we offer a no quibble 14 day money back guarantee on most products, with the exclusion of:
        Off line (“Sim Free”) handsets, Cordless/DECT landline phones, accessories, airtime vouchers, Sim Cards and Data Cables are excluded from the money back guarantee. These are all excluded from your cancellation rights under the Distance Selling Regulations 2000. This does not affect your statutory rights.
        Definition of “as new”
        If you have opened the packaging to inspect the product you are obliged to take care of it not to damage or mark the product or wrapping in any way. You must not remove any protective film covering any part of the product or break the seal on any software or memory cards etc.
        With reference to pay monthly handsets, it is important to note that the 14 day money back guarantee starts with the day of connection being day one (although your handset may not be dispatched on that day).
        Your handset all the relevant accessories and packaging must be returned to us by day 14 for us to be able to cancel your contract with the network. In short, if the delivery of your handset is delayed for any reason then the time in which you can return your handset will be reduced.
        Please note there is an administration fee of £49 for all pay monthly cancellations.

        Orange do not offer the 14 day money back guarantee on Orange Upgrades where you keep the same (existing) number irrespective of whether you were originally on a pay monthly contract or a pay as you go tariff (this process is also known as a prepay to contract migration).
        T-Mobile do not offer a 14 day money back guarantee on T-Mobile agreements however Phone City Direct will offer a 7 day money back guarantee in agreement with the Distance Selling Regulations 2000.
        We do not offer a 14 day money back guarantee on any pay monthly handset where the Sim Card seal/label has been broken or been used.
        General Summary
        If you would like to cancel your Pay Monthly Airtime Agreement, it must be done so by completing the RAN form, returning all accessories (including memory cards, batteries etc), packaging, the phone itself and other items as despatched to yourself in perfect condition and unused. The Network Operators will not allow a cancellation unless these criteria are met. We may however at our discretion charge a small fee for missing or damaged items and/or packaging as well as and not including a £49 administration charge.
        Where 14 day money back does not apply
        In the event of Pay Monthly Cancellations delivery costs are bared by the customer. This cost is in effect recovered in our £49 administration charge. If orders are subsequently cancelled, any refund will have all delivery charges deducted from any refund amount given. In the case of free Pay Monthly Phones, contract cancellation will not be actioned until we have been reimbursed for any delivery costs incurred
        Off line (“Sim Free”) handsets, Cordless/DECT landline phones, accessories, airtime vouchers, Sim Cards and Data Cables are excluded from the money back guarantee. These are all excluded from your cancellation rights under the Distance Selling Regulations 2000. This does not affect your statutory rights.
        Pay Monthly Phones
        An order cannot be cancelled if the Sim Card seal/label has been broken.
        Clearance items
        A restocking fee of 20% or £20 (which ever deemed fit by us) will be taken away from any refunded for returned clearance items where the equipment on testing are found not to be faulty, in order to compensate for administration costs.
  • Guides to our Services
    • Porting My Number
      • Keeping your existing mobile number is simple with us.
        Having placed your order on the website, please complete our Number Porting form. We will call you and explain the procedure in full to you.
        The good news is that as of now all number ports normally take place within 2 working days.
    • Faulty Handsets
      • We operate a 28 day exchange policy on pay monthly and prepay handsets. Simply complete our Returns Form which will be held by Phone City Direct for no longer than 30 days. We endeavour to exchange defective goods, if any goods are found to be tampered; they will not be accepted and returned at your cost.
    • Manufacturers Warranty
      • You must complete and send the Returns Form prior to the despatch of a handset. Handsets without a valid RAN (Returns Authorisation Number) cause administration delays; they may be held for 30 days and shall be returned at the sender’s expense.
        In the event of your handset being faulty within 28 days of connection (not delivery) we may exchange the handset on a like for like basis. We may alternatively replace it for another handset of similar make, model and specification only subject to the original handset not being in stock.
        Please note that we do not implement an exchange policy on Sim Free handsets, we may at our discretion service the handset only.
        Where the handset is over the 28 day period you may contact the manufacturer directly or your insurance company whom at their discretion and subject to their terms and conditions may replace or service the handset.
        We will not accept handsets within the 28 days for exchange and administration charges may be levied should:
        Your handsets have traces of liquid damage
        Your handset be physically damaged
        You are not eligible to cancel/terminate your airtime agreement should the above occur.
        Listed below are contact details for the manufacturers:
        Nokia
        CRC Group Plc
        Freepost RLUU-EESY-AJAL
        Unit 73 Northgate
        RAF Alconbury
        Huntingdon
        Cambridgeshire
        PE28 4WX
        Tel: 01480 482 897
        Sony Ericsson
        ACR Logistics Repair Centre
        Unit 2A Appletree Road
        Chipping Warden
        Oxfordshire
        OX17 1LL
        Tel: 01295662101
        Motorola
        Motorola Repair Centre
        C/O SBE (UK) Ltd
        Beaver Industrial Estate
        Ashford
        Kent
        TN23 7BR
        Samsung
        Tel: 0870 901 0555
        LG
        Tel: 0870 873 5454
        XDA
        Tel: 01132 722 681
        3 Handsets
        Tel: 08707 330 333
    • Mobile Phone Repairs
      • We offer a Non Warranty Repair Service on site. Non warranty repairs are phones that are no longer covered by the manufacturer’s warranty. Your mobile phone may not be covered under the manufacturers warranty because:
        (1)Your mobile phone is over 1 year old.
        (2)Your handset is physically damaged.
        (3)Your handset has liquid damage.
        Please call the Repairs Team on 020 8 442 1888 for a no obligation quote.
        Please note that we may be unable to quote you for a repair on some phones as our engineers may require the handset to be examined physically.
        Where our engineer has physically examined a handset we may levy a minimum charge of £7.50. This charge is applicable whether or not you decide to proceed with the repair and in the event the repair is deemed beyond economical repair by us.
        Please ensure you have backed up your data before repair as we cannot be held responsible for lost data.
    • Unconnected Phones
      • What if my phone is not connected?
        Your handset should be connected within 48 hours of you receiving it by post.
        However if your phone is still not connected click here to email us or alternatively call us on 020 8 442 1888.
    • Pin Numbers
      • What is my O2 PIN number?
        Your O2 PIN number will always be set on standard default to be 0000; all O2 handsets require this PIN having been powered up.
        I have locked my phone having entered a PIN incorrectly
        Repeatedly typing in the wrong PIN number on the phone may lock your phone and ‘enter your PUK’ may appear on your mobile phone screen.
        You may unlock your phone by entering the correct PUK number by contacting your network provider.
        We can assist you with 02 PUK codes on 020 8 442 1888 or click here

        Orange 0797 3100 150
        Three 0870 7330 333
        T-Mobile 0845 4125 000
        Virgin 0845 6000 789
        BT 0800 0322 111
        Vodafone 0870 0700 191 (Pay Monthly)
        Vodafone 0783 6191 191 (Prepay)

  • Our Trade Policy
    • Our Terms and Conditions
      • Please refer to out terms and conditions link on our Home page.
    • Our Complaints Policy
      • Please forward all complaints to the following address:
         
        Customer Service
        Phone City Direct
        54 High Road
        East Finchley London
        N2 9PN

        We aim to rectify any customer related issues as swiftly as possible. All written correspondence will normally be responded to within 28 days.
        We appreciate your patience.