Delivery & Returns.

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.

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 delive

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

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

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.

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?

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 offe

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

Hi I have ordered new phone and sim today via uswitch. Have been charged upfront payment from my bank But have not received any confirmation email Please help? Unless I entered wrong email address How can I track my order?

Hi, I glady recieved a new pair of apple airpods with my new phone. However, I have found them to be nearly inusable on account of them constantly falling out of my ears. I am very concerned that this expensive item is going to hit the floor of worse, break and become unuable through the period wilst I am still paying them off in monthly payment. I see this as a product defect and as such as you kindly what you might be able to offer to help put this right. As a suggestion, I have noticed the airpod Pro have more of an in-ear fitting with rubber buds, I would be willing to exchange for a pair of these if you would be so kind ? Thanks Harle

Hi, I still have not received my sim card after buying a sim only deal from you. I online purchased 8 days ago and have several emails welcoming me and direct debit has been set up but still no sim card received.

Hi, I glady recieved a new pair of apple airpods with my new phone. However, I have found them to be nearly inusable on account of them constantly falling out of my ears. I am very concerned that this expensive item is going to hit the floor of worse, break and become unuable through the period wilst I am still paying them off in monthly payment. I see this as a product defect and as such, kindly, what might you be able to offer to help put this right? As a suggestion, I have noticed the airpod Pro have more of an in-ear fitting with rubber buds, I would be willing to exchange for a pair of these if you would be so kind ? Thanks Harle