Delivery & Returns.

I have ordered a phone but I forgot to change my delivery address from the billing address so now DPD is trying to deliver to my parents who are out most of the week. Is there any way to change the delivery address?

I am writing this regarding the failed delivery of a phone ordered for my 89-year-old mother, a Sepsis survivor who urgently needs the device for hospital appointments, consultations, medication orders, and physiotherapy sessions. DPD has failed to deliver the phone on three separate occasions, each resulting in considerable stress and anxiety for her. Delivery Attempt 1 – Saturday 31st May We received a notification from DPD with a tracking number and a delivery PIN. Unfortunately, the person who answered the door was 91 years old and unfamiliar with the concept of a PIN. The delivery driver made no attempt to assist or clarify and promptly left. We spent the rest of the day on the phone and live chat with DPD, Currys, Carphone Warehouse, and iD Mobile. Only by logging into the DPD tracking system on Monday did we discover the parcel had been returned to Currys. Delivery Attempt 2 – Wednesday 4th June The driver arrived without prior notice—no email, no PIN, no tracking update. Again, the delivery was unsuccessful, and we had to repeat the same cycle of contacting multiple customer service teams. Delivery Attempt 3 – Thursday 5th June We contacted the iD Mobile complaints line and arranged for redelivery between 5:30 and 6:30 PM. We were advised that if we didn’t receive a PIN, the driver could either call his office or use his handheld device to send a PIN to our phone.We contacted DPD again but were told they didn’t have our phone number. After returning to iD Mobile's live chat, we confirmed our phone number, email, and address, and were assured we would receive an email notification and that the driver would not turn up unannounced. At 5:45 PM, the driver arrived without any prior notification or PIN. We explained the alternatives provided by iD Mobile, but the driver could neither contact his office nor send us a PIN, claiming he still did not have our phone number. Furthermore, the tracking number on the parcel differed from the first delivery attempt. When checked on the DPD tracking system, it showed that this same tracking number had been used on the second attempt as well. This situation is entirely unacceptable. According to the Consumer Rights Act 2015, Section 29(2): "The goods remain at the trader's risk until they come into the physical possession of the consumer, or a person identified by the consumer, to take possession of the goods." We do not have physical possession of the phone, and it should not be our responsibility to resolve this situation. We require answers to the following: Why was the tracking number changed, and why were we not informed? What contact information (e.g. phone number) was shared with DPD for the new tracking number? Why did the driver not have our phone number? Why did we receive notification for the first delivery attempt but not for the subsequent two? If attempts were made to notify us for the last two deliveries and a phone number was unavailable, why was email not used? What do we do now? We need this phone delivered as a matter of urgency. If it cannot be delivered we request that the order be cancelled immediately so that we can place a new one without further delay.

Hey My phone provider is due to switch over today but I haven't received my new ID sim. What will happen? Thanks

I had recently brought a phone from Id mobiles and returned it as was smaller then Expected i then had to pay for it to be returned back and then now being charged for a sim i did not use or activate still In the original box. I hav asked for help so many times but keeping getting the chat closed… this is disappointing and i want my deposit back

Hi there! I am planning to place an online order today for a new phone and a pay monthly plan as a new customer. However, I am currently abroad and will only be able to receive the delivery in the UK from June 4th onwards. Could you please let me know if it is possible to delay or schedule the delivery for that date? If so, I would be very grateful if you could explain the steps I need to follow to arrange this. Thank you in advance for your help. I look forward to your response! B

I recently joined id mobile I firstly brought a sim only plan for myself unlimited for £15 a month and then purchased another plan for my son unlimited for £17 we was away on holiday so expected the sims to be delivered by the time we got home but I've only received 1 sim (mine) I've been charged but still not the second sim I've waited but it's been a week and still hasn't arrived could you please check for me. Thank you so much

Hello, I placed an order via Car Phone Warehouse and returned it. The company confirmed receiving their phone call and cancelling the agreement, and they refunded me, but sadly, you did not refund me. Instead, you took the full amount for the SIM number 074036650**, which I am not using because I sent it back. It is really hard to contact you via phone or email, and I was wondering if I could get my refund, please, because I do not have the iPhone 16 Pro Max and sent it back. My email is on my account and it would mean a lot of you got back to me please.

Yesterday I was due to have my new upgrade delivery. So I waited in and cancelled plans. Next thing I know i get an email saying im sorry you were not home, calling card has been left. Opened the image and the drive had took the photo in his van. Delivery not even attempted. They re schedule a delivery for today and it's now changed to Monday. I am out Monday to Friday so chances are it will now be missed again. Its a new build area but clear instructions were left for the driver. Its frustrating that an attempt wasn't even made. Or a phone call to help find me like the other couriers often do.

Hi, I received a returns label from Carphone Warehouse and returned my phone to them as it was within the 14 days cool off period. It was delivered to them on 15th May. Will the let ID Mobile know so the contract gets cancelled or do I need to inform ID Mobile. Thx.

hi! it took around 5 days for my phone order to be processed, the estimated delivery was for tomorrow and i only just received the email that it’s been processed this morning .. does this mean the phone itself may be dispatched / delivered late? usually i wouldnt mind but my current phone is breaking and becoming more unusable, so i was really hoping to get my new one asap 😩 will i have to wait till next week? its the s25, is that why processing is delayed due to being a pre-order and i dont have to worry it should still be dispatched this evening / arrive tomorrow?

Need to cancel order

I've missed the delivery and DPD app says it has gone back to Currys! Help me! They only tried twice and not when advised via email. Thanks

Hi, I got the S25 Ultra last week but couldnt stand Android, rang to see if I could exchange to Iphone but couldnt. Sent phone back as within 14 days cool off, currently with DPD. What I would like to know is will teh contract be automatically cancelled so I can get a new contract for the Iphone and would I be able to keep the number I ported across originally. Thanks in advance.

Since joining is my handset has had problems with receiving calls. The only way to hear is for me to put the phone on loud speaker at the start of call . If this is not done . I cannot speaks or hear the other person on the line . In addition to this the reception or quality of the line is very poor and almost all conversations the other person says the line is poor . I believe this is an issue with the handset which I am not at fault for . Please can this be reviewed . I have struggled to contact you earlier as it is difficult to get in contact with id mobile or know the correct reporting process

Hi. I recently placed an order for Iphone 16 PRo my order number is 139675740 Marcin Kwas. Unfortunately I did not receive any order confirmation by email. Upfront cost was charged to my account. Could you check it for me? When will I receive the phone? Was the order placed correctly?

Hey everyone, I wanted to share my recent experience with iD Mobile to warn others about how they handle disputes when things go wrong. If you're thinking of ordering from them, be aware of your consumer rights before doing so! For context on the situation: I pre-ordered a Google Pixel 9 Pro from iD Mobile. When my package arrived, instead of the Pixel 9 Pro, I found an iPhone 15 Pro inside. I immediately contacted iD Mobile, but they refused to help and told me to contact DPD (the courier) instead. DPD told me to go back to iD Mobile—so I was stuck in a loop. Despite providing photographic evidence, iD Mobile insisted they sent the correct phone. I escalated to the Ombudsman, who sided with iD Mobile based on their warehouse footage, even though I never received the correct device and their “warehouse footage” was two cropped screenshots of their CCTV. Under the Consumer Rights Act 2015 (Section 28(2)), the retailer (iD Mobile) is responsible for ensuring the correct product is delivered—not the courier. Even if they have footage showing the correct item being packed, this does not absolve them of responsibility. If a customer receives the wrong item, the retailer must resolve the issue by either: Sending the correct product Offering a full refund Passing the blame onto the courier is not legal. The contract is between the customer and the retailer, not the courier. What you can do if stuck in this scenario: Quote the Consumer Rights Act 2015 in your complaint. Do not accept being redirected to the courier—your issue is with the retailer. If the company refuses to cooperate, escalate to Trading Standards or file a claim through Small Claims Court. I am yet to raise this legally but I am going to do so as this is no good. Has anyone else experienced something similar with iD Mobile?

DPD failed to deliver my new phone on Sunday. Sent back to Currys by DPD. Called DPD they cant help. Called Currys they said cant help because when I give my details it says restrictive access. Went on live chat with ID mobile and they asking me phone number and ID pin which I dont have because I haven't received a phone yet and this is the first time I have used ID mobile. They said I failed security so cant help me. Who should I contact to get phone delivered??

I received my new phone today. Totally wrong colour. How do I get this changed.

Phone returned within 30 days. Phone unused. Received bill for phone service 'because they were available'. Trying to pay bill, only offered the option to pay it via the id app. Can't login to id app because it wants to send a text to a phone which I have sent back. Thank god I've seen what a trash company this is, they don't even have a solid returns system. The website informed with with great confidence that returning my phone which was bought ONLINE at my nearest currys would be fine. Many miles of driving and much burning of fuel later, currys inform me that they can only take returns of phone purchased INSTORE. So after wasting my time and money I then sought help through live chat and I finally got to speak with a snarky 'advisor' who told me I needed to pay up. Except I can't even if I try. Suggestions? Many thanks in advance.

Hi, I couldn't get on my id mobile app even uninstalled it & re installed it & i got a load of messages from I'd mobile, I thought my contract had run out, so I ordered a new sim only deal, sim to arrive by post next day, I did the pay 0.1p but now I think my old contract still has time left on it, I can't find any phone numbers to contact id mobile, will the new sim still replace my old sim only contract, should I just send the new sim back, or will I end up paying for both. Thanks for any help id mobile is a nightmare with no one to talk to, no customer service.

Hi all, my new phone got returned by dpd to Carphone warehouse, because they gave me a message an hour before delivery and I was at work and didn’t see the message in time. They driver asked my wife for the pin and she didn’t know it as I hadn’t told her it because I didn’t know when it was being delivered. Now I’m paying for a new phone that I don’t have. I can’t seem to get the agent button on my phone and was wondering if there’s an actual number to call. thanks all.

When I ordered my phone it was a promotion and should of came with free Samsung ear buds and a Samsung galaxy 2 watch neither of which have arrived.

My switching day for moving my existing mobile number to ID Mobile is scheduled for today (March 27) but still no SIM card delivery!! This is the e-mail I received from Royal mail; Today, Tuesday, 25 March 2025 Delivery is estimated between: 10:37am and 1:37pm* What happens on switching day when I have no new SIM card? Does switch happen so my current SIM card will stop working? (Not ideal to not have any mobile phone access, especially as I am paying for it) What can I do to get an ID Mobile SIM card to port my existing mobile phone number? I can’t even set up ID Mobile app as it depends on SIM card and being sent a code… help! I simply want this sorted as quickly and as smoothly as possible. Help! Thanks.

Miu phone is going back to currys god knows which one.

Hi I haven't received my pin for Dpd delivery on upgrade as you have turned my sim off