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Once an order is placed, the window to cancel or amend it is very short. This depends entirely on the type of product you ordered and its status in our warehouse.
I ordered a Phone or Accessory.
The status of your order depends on whether you have received our dispatch email.
I haven't received the ‘Your iD Mobile Order Update’ email yet:
We may still be able to stop the order. Please contact our Live Chat team immediately to request a cancellation.
I have received the ‘Your iD Mobile Order Update’ email:
This means our warehouse team has already packed your order and it cannot be changed or cancelled. You will need to wait for the delivery to arrive and then return it for a refund.
For instructions on how to return a device, please see the guide below:
I ordered a SIM or eSIM.
SIM and eSIM orders cannot be cancelled or changed.
These orders are processed automatically and instantly by our systems. You must wait for the SIM card to arrive in the post (or the eSIM QR code to arrive via email) and then initiate a return using the standard returns process linked above.
