Hi ​@dawuds1 

Thank you for your message.

You can exchange the device for the same model. If you’re looking to get a different phone instead, you can return the current one, have the contract cancelled, and then place a new order for the phone you’d prefer.

Let us know how you’d like to proceed, and we’ll be happy to help.

Michael Z

Hello,

I can return it even If i have opened it and used it? I wanted to exchange it for a lower cost phone

Hi ​@dawuds1 

Yes, you can still return the handset if the phone has been used. It will just need to be in the same condition as it was when it was sent. 

Thanks, 

Natalie 

Hi Natalie

ok that’s good. I originally ordered this device over the phone with the id mobile sales team, but I believe the sales rep processed the order through mobiles.co.uk, so how do I got about cancelling and returning?

thanks

Hi ​@dawuds1 

If you placed your order through mobiles.co.uk, you can contact them directly at 0330 678 1450. However, if your order was made through iD Mobile, you can reach us via live chat for assistance. https://www.idmobile.co.uk/live-chat, social channels (Facebook or Instagram) or email us at socialqueries@idmobile.co.uk with the details of your query.

Michael Z

I ordered over the phone with id mobiles sales team, but they processed the order through mobiles.co.uk

they have told me send the device back and have provided a returns address but no returns reference number or anything

is this normal? Do I just send the phone back ?

HI ​@dawuds1 

That is not normal. If the order is from Mobiles UK, then you need to return it to them. I would advise that you reach out to them directly so they can create a return for you. If the phone was purchased on an ID mobile website, then a return reference would have been provided as we would be able to create the return. 

-Isa🎀