TESCO Phone Shop

TESCO Phone Shop
Telephone Number

Delivery & Returns Information - Pay Monthly Phones

  • How much do you charge for delivery?

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    • We offer FREE next day UK delivery 5 days a week on our Orange, T-Mobile, Three and Vodafone Pay monthly contract phones if you order before 6pm*. See below for our delivery schedule.

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

      *This delivery option is available for Orange, T-Mobile, Three and Vodafone Pay Monthly contract phones only. Does not include Tesco Mobile handsets. Please click here for information regarding Tesco Mobile shipping methods and delivery timescales.

  • When can I expect my order to arrive?
    • For orders placed before 6pm Monday to Friday we aim to deliver your order the next working day.

      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.

      Please note that your order may be delayed if we need to contact you for more information for your credit check, if there are stock issues with your phone, game console or tablet, if there are adverse weather conditions, or if no one can sign for your phone at the delivery address.

      • Delivery will be made to the address specified by you when you place your order online. For orders placed before 6pm Monday to Friday we aim to deliver your order the next working day (excluding Bank holidays).

      • If your order is placed after 6pm on a Friday or on a Saturday or Sunday then we aim to deliver within 2 to 3 working days.

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

      • Please ensure you check the contents of your delivery before you sign for it.

      Normal Delivery Schedule

      *This delivery option is available for Orange, T-Mobile, Three and Vodafone Pay Monthly phones and gifts (games consoles, tablets) only. Does not include Tesco Mobile handsets. Please click here for information regarding Tesco Mobile shipping methods and delivery timescales.

  • 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.

  • How can I track my order?

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    • We will use DPD to send out your delivery. You can track your order via the DPD website. Your consignment reference number can be found on your despatch email.

  • What time can I expect my order to arrive?
    • Standard next day UK delivery service is usually between 8.30am – 5.30pm Monday to Friday.

  • Do I need to sign for my delivery?
    • Yes, someone needs to be present at your address to sign for your delivery.

      Please check the contents of your delivery before you sign for it.

  • What happens if I miss my delivery?

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    • You will receive a card from DPD that will inform you of the attempted delivery and a second attempt will automatically be arranged for the following day unless you call DPD to arrange otherwise.

      A collection from our nearest DPD depot can be arranged if this is more convenient.

  • Will all my orders arrive at the same time?
    • You can only order one Pay monthly phone per transaction. If you order an accessory or Pay as you go phone this will arrive in a separate delivery.

  • Can I cancel or change my order before it's 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.

  • When will my free gift arrive?

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    • Games consoles, tvs or tablets will be despatched with your phone.

      Cashback/gift cards/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.

  • 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.

  • 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.

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

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  • Returns
    • How do I return my order if I ordered online?

      To arrange the return of the item(s) please Contact Us within 14 calendar days from the date that you receive the handset.

      • 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 (including any tablets, games consoles or tvs) and within the 14 day return period.

      • If you choose to cancel during the 14 calendar day 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 tablets, tvs, games consoles, accessories, vouchers and free promotional items.

      • Please quote the returns reference number we 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’.

      Important information about returning mobile phones - Effective January 14th 2013
      Royal Mail has changed their requirement and guidelines regarding the transport of mobile phones containing lithium batteries.

      Key changes are as follows:
      • Returned mobile phones must be sent via a Post Office with receipt given
      • Any phones placed into a post box risk being confiscated and potentially destroyed
      • Any batteries must be within the mobile phone and the phone packed in such a way that the unit cannot be switched on by movement
      • No loose or spare batteries are permitted

      How do I return my Pay monthly phone if I bought it in a store?

      The following returns policy applies to purchases made in a Tesco store.

      • We do not offer a right to cancel any contract with any other mobile network connected through a Tesco Phone Shop, including upgrades (for example, 3, O2, T-Mobile, Orange, Vodafone).

      • Coverage: In the unlikely event that your network coverage is considered to be poor at your contractual address, please return the product within 7 days and we will help find a network that works for you.

  • What happens if my product is faulty?
    • If your device develops a fault within 28 days, we are happy to exchange it for a new device of the same make, model, and specification. However, if the device is an Apple iPhone connected on the Orange or T-Mobile (Everything Everywhere) network and develops a fault, please call your network provider, who will arrange for your handset to be repaired or replaced.

      If your mobile phone develops a fault over 28 days, please contact the Mobile Phone Helpline on 0845 300 6660, who can arrange for your device to be repaired. The Mobile Phone Helpline is open Monday to Saturday 9am to 8pm and Sunday 11am to 5pm.

      If your gift (tablet, games console, tv) develops a fault, please contact the Direct Electrical Helpline on 0800 323 4060.