Delivery & Returns.

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

My son tried to buy a new Apple 13 - despite telling DPD we needed a delivery before 10 am they tried to deliver later in the day and so the phone was ultimately sent back to currys - we were away! The payment of £69.99 was taken out of his bank account on the 19th June and this money has never been refunded, despite ID cancelling the order. When will this money be refunded as I am not willing to place another order for the phone until the £69.99 upfront charge has been refunded.

Upgraded my phone via sales team was told I would receive next day delivery. Haven’t received any email confirmation of when device will be delivered.

How can I check the progress of my Trade-In please? The phone was packaged and sent in the envelope provided and I paid extra for special delivery however I have had no acknowledgment of receipt and no way of knowing progress etc.?

My phone is still not delivered

Can't claim Honor Magic pad 2 after buying Honor Magic 7 Pro. What to do?

Evening, I missed my delivery yesterday, DPD haven’t attempted to redeliver the following day. It now says that the item is being processed for return to curry’s. how do I stop this and get the item delivered to me? any help would be appreciated.

My return transaction number is 442930266. I need to return my mobile phone contract before 14 days finished, but I did not receive any label to send it back yet.

I placed an upgrade order on the 29th of December and on the website it states the delivery date is 31st of December. In the confirmation email I was sent it was written that the delivery date is 23rd of January!! Would anyone know why??? https://www.idmobile.co.uk/help-and-advice/product-delivery

I returned my phone to the warehouse and can see that DPD have marked it as delivered yesterday morning. How long before I get an update from ID to confirm they have the phone and when should I expect my contract to be cancelled please? I have the transaction number. The photo that DPD gave as proof of delivery isn’t exactly great, it looks like they’ve taken a picture of a tool box, not the parcel, which is a bit worrying!

Posting on behalf of my brother as I recommended ID Mobile to him - now I feel guilty. He purchased a new Samsung S24 Ultra on an ID Mobile contract but through the Carphone Warehouse platform (all owned by Curry’s, I believe). The problem is, when DPD delivered the package there was an iPhone 15 Pro Max inside. Things escalated when we took the device to a Curry’s/Carphone Warehouse store and a member of staff pointed out that the iPhone is a fake. Following internal investigations at Carphone Warehouse, it appears the genuine Samsung was switched for the counterfeit iPhone during transit. DPD are denying this, although they have admitted to letting a member of staff go. My question is - has anyone else suffered this scam? And if so, what did you do to resolve it? After over a month of endless emails, it looks like we will be heading to the small claims court.

Can someone please contact me Paula

I wanted one Mobile contract with one Mobile phone, but I was sent two Mobile phones with two Mobile contracts. I only requested one, and I would like to return one of the other phones I was sent by mistake. How can I return it and get the refund if money has been taken out of my account?

I have been trying to get a refund for this since October. I returned the phone following all instructions however the refund amount has never been credited to my bank account. The only money I received was £18.76 as cashback on the latest monthly charge. I paid £239 (£10 off promotion so actual fee was £249). I have contacted ID mobile agents 5+ times about this. Responses range from ‘I can see you have £249 credit and will contact the finance department to get this resolved’ to ‘This was processed on the 24th October’. It doesn’t matter how many times I talk to an ID mobile agent, the issue is never resolved. No figure of money was sent to me on the 24th October or anytime afterwards so it feels like borderline gaslighting. I believe what is happening is they ‘think’ they have processed the refund, so whenever the request goes to finance to refund me, they block it. They need to investigate further to see they have never refunded me. I am just lost for what to do now. Can anyone offer advice?

Do we know when this might come back in stock? Every colour and storage size is currently unavailable, I'm waiting on the 500gb one