Frequently Asked Questions (FAQ)

We send all of our phones and tablets out via Royal Mail Tracked 24™. Items are dispatched the same day if ordered before 3pm Monday to Thursday, and you will receive this item the next day. For orders outside of this, please see estimated delivery days below:

Orders placed Monday to Thursday after 3pm Your item will be dispatched the next day, meaning you will receive the item the following day.

Orders placed after 3pm on Friday or over the weekend
Your item will be dispatched the next working day (Monday), meaning you will receive the item on the second working day.

Orders placed on a Bank Holiday
Your item will be dispatched the next working day (Monday or Tuesday), meaning you will receive the item on the second working day.

International deliveries
International purchases are not guaranteed next day delivery. Tracked mail services aim to deliver to Europe within 3-5 working days.

We want to make sure you're getting the right product and that it's in one piece. Therefore all phones and tablets are checked, packed and sealed prior to shipping to ensure you receive the best service. If the seal to the box is broken, this could mean that this has been tampered with. Please contact our Customer Services team on 0333 999 0951.

If you still haven’t received your item within 48 hours of your estimated delivery date, please contact our Customer Services team on 0333 999 0951.

If you would like to change your delivery address you will need to contact the Customer Services team on
0333 999 0951 to arrange a change of delivery address.

You will receive an email and a text message from us once your gadget has been packed and dispatched. Please visit your account to track the update of your order. shop.envirofone.com/myaccount

Yes. If you want your goods to be delivered to a different address than your billing address, please ensure that you correctly fill in your personal information with this information. If you choose a different billing address to delivery address, we may require further information about the purchase. One of our customer services team will be in touch should we require this information from you

Note, your billing address must match the address in which your card is registered.

If you need to change your delivery address after you receive your order confirmation email, you can either do this in the ‘my account’ area or contact our Customer Services team on 0333 999 0951

We offer FREE Royal Mail Next Day Tracked 24™ on all of our phone and tablet orders.?

All accessories and additional electronics will be sent out via Royal Mail First Class post.

Within 30 Days

If your item develops a fault within the first 30 days, please fill in our online returns form. If you have other questions regarding a faulty return within 30 days, please contact our Customer Service team on 0333 999 0951.

Over 30 Days

If you have purchased a phone or tablet from us, you are protected by our 12 month warranty cover. If a fault has developed within the warranty period, please fill in our online returns form. If you have other questions regarding a faulty return within 12 months, please contact our Customer Service team on 0333 999 0951.

We will aim to provide you with a replacement item once the problem has been verified.

If a `like for like’ replacement is not available, we will provide you with a full refund via the method in which you paid (e.g. debit card).

Please note that all returns should be sent in the original box including all accessories. If you fail to return the item in its original condition, we may charge you a fee or offer you a part refund to cover the cost of the missing items.

Please do not send any of your own accessories back with the phone as we cannot be held responsible should anything happen to them. This includes screen protectors, sim cards and memory cards. We are also not liable to issue a refund for any accessories that you may have purchased for the phone.

If you need to return your gadget due to a problem or fault within 30 days of purchase, Envirofone Shop will cover the cost of the postage from the address to which the phone was delivered to. Please fill in our online returns form and follow the instructions.

If you change your mind or are unhappy with your purchase, Envirofone Shop will not cover the cost of the postage. Please fill in our online returns form and follow the instructions.

Once your item is received and the gadget is assessed, we will process your return request.

In the unlikely event that your gadget becomes blocked or blacklisted, please contact our Customer Services team on 0333 999 0951 to arrange a replacement product.

Once your product has been received we will send you confirmation text message. We will aim to provide you with a replacement or refund on the same day that we receive your item back.

If we receive this back after 3pm then this will be actioned on the next working day.

We don’t currently have the ability to change an order once this is complete. What we can do in this event is provide you with a full refund and re-process the order.

If the gadget you want isn’t in stock at the moment, we’ll do our best to let you know when this comes in. Just provide us with your email address on the product page and we’ll let you know when this comes into stock. Note: Some products may take a while to come into stock due to supply and demand issues.

If you are having difficulty creating an account, this may be due to a number of factors:

You may have already created an account with us. If so, please select “forgotten my password” from the login screen.:

We may already have an account created with the same email address – If so, please contact our Customer Services team on 0333 999 0951. We may be experiencing some technical difficulties. Please try reloading the page and trying again.

If none of these options fix the issue, please contact our Customer Services team on 0333 999 0951

If you are having difficulty logging into your account, this may be due to a number of factors:

We may not have anyone registered using that email address. You need to use the email address that you registered with us.

You may have forgotten your password. If so, please select “forgotten my password” from the login screen.

You may not have created an account. If you completed your transaction as a guest you won’t have access to your account. If you wish to create an account, please contact our Customer Services team on 0333 9990951.

We may be experiencing some technical difficulties. Please try reloading the page and trying again.

If none of these options fix the issue, please contact our Customer Services team on 0333 9990951.

If you’ve created an account with us, you can do this by logging into your account:

• Log into your account (shop.envirofone.com/myaccount)



• Select “Change my password”



• Follow the steps on screen

If you didn’t create an account at the end of your purchase, you won’t have a password. If you wish to track the status of your order you’ll need to contact our Customer Services team on 0333 999 0951.

In the event that you’ve forgotten your password, you can reset this by going to the login screen and selecting “forgotten my password”

shop.envirofone.com/myaccount

You can pay for products via sagepay, using a debit card or credit card, Paypal or Envirocash.
If you have selected sagepay we accept the following cards: Visa, Delta, Maestro, Solo, Electron and Amex cards that are not swipe only.
Envirocash payments can be redeemed by logging in using your Envirofone login details. Once logged in, your envirocash payment will be deducted from the total payment, any additional payments required will need to be paid via sagepay or paypal.

YES. We are 100% safe. We offer a fully secure payment system by encrypting all the information through a secure socket layer (SSL).

Note: No card information will be stored by Envirofone Shop

We have a number of different ways for you to contact Envirofone Shop:

Telephone: 0333 999 0951

Email: shop@envirofone.com

Write to us

Envirofone Shop
Guildford House
Lyme Green Business Park
Macclesfield
Cheshire
SK11 0LR

Social Media

Facebook: https://www.facebook.com/Envirofone

Twitter: https://twitter.com/envirofoneuk

If you receive your phone or tablet and it’s missing some/all accessories, please contact our Customer Services team on 0333 999 0951 and we will issue you with a replacement.

All phones and tablets will be sold with the following:

• USB cable

If you’ve received a sale confirmation email but you wish to cancel your order, you can do this by contacting our Customer Services team on 0333 999 0951. They will be able to assist you with a cancellation.

If this is out of working hours, please call at the first available opportunity. Our opening times are as follows:

Mon - Thurs, 9:00am – 5:00pm and Fri, 9:00am – 4:00pm

Yes, any UK based consumer can purchase goods from Envirofone Shop. If you wish to purchase phones or tablets in bulk, please contact our sales team on 01625 665 807.

No, you can purchase as many items of stock as you like. This is subject to stock availability on our website.

No, we don’t currently have the ability to accept card payments over the telephone. All orders must be placed via the website using our secure payments system.

We now accept orders from all over Europe.

If the unexpected happens and your phone or tablet develops a problem within your warranty period, please fill in our online returns form and follow the instructions.

What warranty period do you offer Envirofone Shop offer a 12 month warranty on all phones and tablets purchased via the website. This will take effect from the dispatch date of the product.

We do a 100 point check on all of our phones and tablets. Each one is tested individually and is allocated a grade based on its physical appearance alone. The grades are explained below:

• New Boxed – A boxed ‘as new’ product that comes in its original packaging. Will show no signs of use and be in perfect working condition.


• Refurbished As New Condition – A premium refurbished product which is ‘like new’ and has been restored to a very high standard. Will have no signs of use.


• Refurbished Excellent Condition – A premium product which has no signs of use and is in excellent working order.


• Refurbished Good Condition – An Excellent condition product that has very minor isolated wear and tear to the front, back or sides. This product is fully functional and in excellent working order.


• Refurbished Average Condition – A used product that has signs of use. This may have moderate wear and tear to the front, back or sides. This product is fully functional and in excellent working order.

All of our products have been tested by a gadget specialist and quality checked before being dispatched.

If you have selected a network locked gadget (e.g. EE/Vodafone/O2), you will need to ensure that your SIM card is compatible.

If you’ve selected a SIM FREE gadget, any UK SIM card should work in this gadget.

You will need to check the type of SIM card that your new gadget has as these can vary. To check this, find your gadget on the website, go to Technical specs, and go to the section called “SIM type”. This will tell you the type of SIM card you will need.

Unfortunately not. Our stock is all kept in our secure warehouse and for safety reasons we don’t offer viewings or collections.

If you have purchased an Unlocked gadget you will be able to use any network Sim.
Please check with your network provider if your Sim card will be compatible with any of the networks listed

If you require a new SIM card, please contact your network service provider to arrange delivery of a new card. They should be able to transfer your phone number onto this new card.

SIM FREE (Unlocked) means that you will be able to use any UK/EU SIM card in your gadget. We test each gadget to ensure this is the case. If you discover that your gadget does not accept your SIM card, please contact our Customer Services team on 0333 999 0951

If you purchase a network locked gadget from Envirofone Shop, you may have the ability to unlock this gadget to accept any UK network. Please contact your network service provider to arrange this service. In some instances this may not be possible. Envirofone Shop accepts no responsibility if this is unable to be unlocked.

Yes, they will work with EE locked gadgets

No, All of our products are sold on a SIM ONLY basis and therefore your existing SIM contract will apply.

PayPal Credit is like a credit card, without the plastic. It’s a credit limit that’s attached to your PayPal account which you can use for your online purchases.

If your basket is eligible, a selection of instalment offers will be displayed enabling you to spread the cost of your purchase across a number of monthly payments. Envirofone Shop instalment purchases qualify for 16.9% p.a. for the length of the selected instalment plan.
With instalment offers from PayPal Credit you get:

• Regular monthly payments – you pay the same amount each month to help you plan better
• A credit limit linked with your PayPal account that makes it easier to buy everything you need

Applying for PayPal Credit is easy. Just click on the PayPal Credit button on our checkout page. A selection of instalment offers will be displayed, enabling you to spread the cost of your purchase across a number of payments.
The application form takes minutes to complete. PayPal will then run a credit check and, if approved, you’ll have a credit limit linked to your PayPal account as soon as you accept your Credit Agreement.
You can use the credit limit granted to pay for today's purchase and future purchases at thousands of online stores where PayPal is accepted, up to your credit limit.

If you already have PayPal Credit, you can take advantage of these offers without having to reapply as long as you have enough available credit limit. Just select one of available instalment offers and check out with PayPal Credit.

Yes, however if you don’t have a PayPal account, you can create one as part of the PayPal Credit application.

For PayPal Credit to show as a payment option, you will need to ensure that the items in your basket are eligible for PayPal Credit and that you have a minimum spend of £99 within your basket.

If you have been declined for PayPal Credit, PayPal will send you more information about why your application was unsuccessful. You can still use PayPal to complete your purchase.

Just return your purchase as normal and the money will be refunded to your PayPal Credit account.

The Representative Example below shows the typical costs of using a PayPal Credit limit, not including instalments or other offers.
Representative Example:
Purchase rate 17.9% p.a. (variable)
Representative 17.9% APR (variable)
Assumed Credit Limit £1,200

Before you apply, please make sure you:

• Are a UK resident aged 18 years or older
• Have a good credit history
• Have not recently been declared bankrupt
• Be employed and have an income greater than £7,500 per year