We are very sorry to hear that an item is missing or has arrived damaged. We know how frustrating this is, but we are here to get it sorted for you.

Please check the section below that matches the missing item for the correct next steps:

My phone is missing:

Please contact our Live Chat team immediately. Have your order number ready so we can locate your account quickly.

We will open an investigation with our delivery partner, DPD. This typically takes up to 7 days. Once the investigation is complete, we will contact you to arrange a replacement or refund. We will also add a credit to your account for the inconvenience.

My SIM is missing:

• If you have just upgraded: You don't need a new SIM. You can continue using your existing iD Mobile SIM card.
• If you are a new customer or ordered a replacement: If it hasn’t arrived after 5 working days, please contact us and we will post a new one to you. Alternatively, you can pop into your local Currys store to pick up a replacement SIM for free.

My accessory is missing:

• Purchased accessories: If you bought an accessory (like a case or charger) and it is not in the box, please contact us as soon as possible with your order number.
• Free gifts: If the missing item was a promotional free gift (e.g., headphones or a watch), you often need to claim these separately from the manufacturer. Check out our guide on claiming free gifts.

If your device or accessory has arrived damaged, please follow these steps so we can arrange a replacement:

1. Take photos: Take clear photos of the damaged item and the packaging it arrived in. This is essential for our investigation with the courier.
2. Contact us: Get in touch with our team here. Please have your Transaction Number and the photos ready to share with the agent.

Once we have verified the damage, we will guide you through the returns process and get a replacement sent out to you as quickly as possible.