My order hasn't arrived or is late. What should I do?

1. Double check you’ve received your ‘Your order is on its way!’ email.

This email confirms that we’ve dispatched your order. If you haven’t received it yet, we’re still processing your order—so hang tight!

2. Check when to expect your delivery.

We offer free next-day delivery by DPD if you order between Monday to Thursday before 8pm. Here are the exact timescales:

*Please note: Delivery dates may vary during Bank Holidays, leading to changes in the expected delivery schedule.

3. Check your DPD tracking.

DPD will send you updates via email. This email might show that your delivery is coming from Currys (our parent company). Got your tracking number handy? Great! Click here to track your delivery status and see the latest updates.

4. Check if they tried to deliver.

If you’re not at home when DPD delivers, they’ll leave a card to let you know they tried to deliver. You can call DPD to arrange another delivery time. If you don’t call DPD, they’ll try again the next working day. After two failed attempts, DPD will keep the order for seven days and then return it to iD Mobile. We’ll contact you to arrange a redelivery.

5. Check service disruption.

From time to time, DPD experience service disruptions. This may be national or specific to regions, areas, or even postal codes. Click here for the latest updates on DPD service disruptions.

6. Contact us.

If you've tried all the steps and still need help, please contact us and we’ll look into your order.

1. Double check you’ve received your ‘Your order is on its way!’ email.

This email confirms that we’ve dispatched your order. If you haven’t received it yet, we’re still processing your order—so hang tight!

2. Check when to expect your delivery.

It’ll be delivered by Royal Mail with a tracked service. This usually takes no more than 2-3 working days to arrive. Keep an eye on your post! Here are the exact timescales:

*Please note: Delivery dates may vary during Bank Holidays, leading to changes in the expected delivery schedule.

3. Check your Royal Mail tracking.

Royal Mail will send you updates via email. Got your tracking number handy? Great! Click here to track your delivery status and see the latest updates.

4. Check if they tried to deliver.

If you’re not at home when Royal Mail deliver—and it doesn’t fit through your letterbox—they’ll leave a card to let you know they tried to deliver. You’ll have 7 days to pick it up from your local depot or arrange re-delivery. If you don’t contact them, the order will be returned to us within 21 days. We’ll contact you to arrange a redelivery.

5. Check service disruption.

From time to time, Royal Mail experience service disruptions. This may be national or specific to regions, areas, or even postal codes. Click here to check Royal Mail’s Service Updates.

6. Contact us.

If you've tried all the steps and still need help, please contact us and we’ll look into your order.

1. Double check you’ve received your ‘Your order is on its way!’ email.

This email confirms that we’ve sent your order. If you haven’t received it yet, we’re still processing your order—so hang tight!

2. Check when to expect your eSIM.

Your eSIM QR Code will arrive right in your inbox. Just keep an eye on your email, and you’ll be ready to activate in no time.

• If you select an eSIM with a SIM Only Deal:

Your eSIM QR code will be sent shortly after your order is processed. If you place your order after 10pm, you may receive your email the next morning.

• If you select an eSIM with a Pay Monthly Phone Plan:

Your eSIM QR code will be sent to you by email once your phone is dispatched.

3. Check your Spam or Junk folders.

If you haven’t received your eSIM QR Code email yet, it might have landed in your Spam or Junk folders. 

4. Contact us.

If you've tried all the steps and still need help, please contact us and we'll look into your order.