How much do you charge for delivery?
When can I expect my order to arrive?
Can I have my phone delivered to a different address?
How can I track my order?
What time can I expect my order to arrive?
Do I need to sign for my delivery?
What happens if I miss my delivery?
Will all my orders arrive at the same time?
Can I cancel or change my order before it has been delivered?
When will my free gift arrive?
When will I receive my Clubcard points?
Where will they appear on my bill?
Who can I speak to if I don't receive my points?
How do I return my order?

How much do you charge for delivery?

We offer FREE standard UK delivery on our Pay monthly phones.

Delivery charges for Pay as you go phones, accessories, home phones may vary. Find out more about these here.

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When can I expect my order to arrive?

We will send you one email to confirm we’ve received your order and a second email to say your order has been despatched. If you haven’t received these after the timescales outlined below please contact us.

Delivery will be made to the address specified by you on the completed order form. For orders placed before 12 noon Monday to Thursday we aim to deliver your order the next day (excluding Bank holidays).

If your order is placed after 12 noon or on a Friday or anytime on a Saturday or Sunday then we aim to deliver within 3 to 7 working days.

The despatch of your goods is subject to a successful completion of a credit check and this may delay the despatch and delivery of your order.

Delivery Schedule

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Can I have my phone delivered to a different address?

As a security precaution we will only deliver to the address where your bank details are registered. We cannot deliver to any other destination, as we want to ensure safe transit of the goods direct to you.

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How can I track my order?

We use City Link to send out your delivery. You can track your order on their website here. Your consignment reference number can be found on your despatch email.

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What time can I expect my order to arrive? 

Standard next day delivery service is usually between 8.30am – 5.30pm Monday to Friday.

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Do I need to sign for my delivery?

Yes, someone needs to be present at your address to sign for your delivery.

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What happens if I miss my delivery?

You will receive a card from City Link that will inform you of the attempted delivery and a second attempt will automatically be arranged for the following day unless you call City Link to arrange otherwise.
A collections from our nearest City Link depot can be arranged if this is more convenient.

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Will all my orders arrive at the same time?

You can only order one Pay monthly phone per transaction. If you order an accessory, Pay as you go phone or home phone this will arrive in a separate delivery.

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When will my free gift arrive?

Cashback/gifts/promotional items that are given away in conjunction with a purchase will be despatched to you separately.

Cashback/gifts/promotional items will be despatched after the 7 working day cooling off period and may take up to 28 days for delivery.

Delivery of Cashback/gifts/promotional items will not be honoured for any orders cancelled within the 7 day cooling off period.

Should you not receive your free gift/cash back within 30 days, please Contact Us where a member of our team will be happy to help.

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Can I cancel or change my order before it has been delivered?

You can refuse delivery of your order if you no longer require the product but you can’t stop the delivery to your address.

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When will I receive my Clubcard points?

To be awarded Clubcard points applicable to purchases on the Tesco Phone Shop – Pay Monthly phones you need to have a valid Tesco Clubcard or a Tesco e-Clubcard number that you must enter when requested on the Tesco Phone Shop website.

Provided that the relevant purchased items have not been returned, all promotional points exclusive to sales on the website will be added after your phone has been active for more than three months.
If you haven’t signed up for a Clubcard then please visit the Clubcard website.

Please let us know your Clubcard number when placing your order and we will ensure the points are awarded. Any further queries please Contact Us where a member of our team will be happy to help.

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Where will they appear on my bill?

The Clubcard points awarded will not appear on your mobile phone bill as they are not provided by the network. They will appear on your Tesco Clubcard statement under the Grocery section.

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Who can I speak to if I don't receive my points?

Please Contact Us and we will be happy to help.

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Returns:

How do I return my order?

To arrange the return of the item(s) please Contact Us within 7 working days from the date that you receive the handset.
 
• If you choose to cancel during the cooling off period we will make arrangements for you to return the handset free of charge.

• The item(s) must be returned in their original condition, including any accessories, vouchers and free promotional items.

• Please quote the returns reference number you have given you.

• Upon safe return to us of the item(s) in their original condition we will remit a full refund and pay this back to your original payment card. (Please note that Clubcard points and gift cards will not be awarded for returned items.)

• If you do not return the items within 14 days of your cancellation, we will make a charge in respect of the cost of recovering (or attempting to recover) the item(s).

• If you do not return the item(s) within the 14 day timescale, you will be deemed to have accepted the goods.


• If you change your mind and cancel your contract under our cancellation policy you must return your goods in its original and undamaged packaging with all of its components and we reserve the right to seek recovery of the goods and make a charge for the cost of recovery or invoice you for the product.


• If we try and deliver the goods to you then you can refuse to sign for the delivery so that the goods are returned to us and we will refund the price paid to your card; alternatively if you have taken delivery please follow the procedure under ‘How do I return my order’.


• It is important you contact us before returning the phone, as you will be issued with a returns authorisation number and the returns address. This allows us to track your return and ensure the phone is disconnected with the network. Your goods must be returned in the original condition together with the original packaging with all components included and within the return period.

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