Shopping Basket

You currently have no items in your basket

Frequently Asked Questions (FAQ)

To kick off with we’ve compiled a quick summary of what we get asked the most.

Then take a look through our questions below. Click on the one that best suits your query and you’ll be taken straight to the answer! If we don’t answer your question here, then email us at shop@envirofone.com or call 0333 9990951.

How long does it take for my gadget to arrive?

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.

How do you grade your phones and tablets?

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

  • Refurbished Excellent 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 Good 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.

Do you accept orders over the telephone ?

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.

How do I track my phone or tablet order?

If you wish to track the status of the order before dispatch, please log into your account and select “VIEW YOUR ORDERS”. shop.envirofone.com/myaccount You will then be able to view your tracking number which you can track on

https://www.royalmail.com/track-your-item

If you require any further assistance please contact Customer Services team on 0333 999 0951

How long does it take for my gadget to arrive?

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.

What if my phone or tablet arrives and the seal is broken?

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.

What if my item doesn’t arrive within 48 hours?

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.

What if I need to change my delivery address?

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.

Will I be told when my gadget has been dispatched?

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

Can you deliver to a different address than my billing address?

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

What delivery methods are available on your website?

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.

I ordered a gadget and a SIM ONLY card, how will these be delivered?

Your SIM ONLY card will be delivered at the same time as your gadget. If the SIM ONLY card is not within your delivery. Please contact our Customer Services team on 0333 999 0951.

What should I do if my device arrives and it’s faulty?

Within 30 Days

If your device 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 01344 484800.

Over 30 Days

If you have purchased a device 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 01344 484800.

We will either repair or replace your device subject to our Returns Policy and Warranty cover.

Where exact replacements are not available we shall call to discuss.

Please ensure when returning your device it is packaged is such a manner that it avoids damage. Please do not send any of your own accessories back with the device as we cannot be held responsible should anything happen to them. This includes sim cards and memory cards. We are also not liable to issue a refund for any accessories that you may have purchased for the device.

Will I have to pay for the postage if I need to return my device?

If you need to return your device due to a problem or fault within 30 days of purchase, Envirofone Shop will cover the cost of the postage. 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 device is received and assessed, we will process your return request.

What If my device becomes blocked or Blacklisted?

In the unlikely event that your device becomes blocked or blacklisted, please contact our Customer Services team on 01344 484800.

I’ve returned my device. When will I receive it back?

Once your device has been received we will send you confirmation text message. Subject to terms your device will either be repaired or replaced within 5 working days of receipt.

If I require a replacement, can I have a different device than the original order?

We don’t currently have the ability to change an order once it is complete. Please contact our Customer Services team on 01344 484800 to assist.

If I return my device, do I need to return my SIM card at the same time?

No, you do not need to send your SIM card back with your device. Please remove this before sending this back following the returns process outlined in? ‘What should I do if my device arrives and it’s faulty?’

The gadget I want isn’t in stock.How will I know when this is available?

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.

I can’t create an account

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

I can’t login to my account

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.

How do I change my password

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



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.

I’ve forgotten my password, how can I reset it?

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

What payment methods can I use on your website?

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.

Is it safe to enter my Credit Card details on your website?

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

How can I get in touch with you?

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

My phone or tablet has arrived, but it’s missing some/all accessories.

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

How do I cancel my purchase?

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

Can companies order gadgets?

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.

My phone or tablet has arrived, but it’s missing the SIM ONLY card?

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

Is there a limit to the number of products that I can order?

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

Do you accept orders over the telephone?

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.

Can I order if I live outside of the UK?

We now accept orders from all over Europe.

What do I do if my phone or tablet develops a fault during the warranty period?

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

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.

What is SIM ONLY?

A SIM ONLY contract is a type of contract that doesn't include getting a free phone. You will receive a SIM and a monthly allowance of minutes, texts and data with other network benefits included if these are highlighted in the contract you choose.

Once you’ve activated your SIM it’s permanently locked to that network, though not locked to a particular type of phone. This means that you can regularly change your phone without needing to change the type of SIM.

What is a triple SIM?

A triple SIM is where you will receive a SIM from a particular network which will fit in all types of phones.

There are different types of SIM’s (Nana & Micro) but now that Triple SIM’s are being used it means whatever phones you have the SIM will fit into the phone.

How do I activate my SIM ONLY card?

Once you have received your SIM ONLY card, please visit the activation portal to activate your SIM following the simple steps.

Can I buy a SIM ONLY card without a phone or tablet from Envirofone?

We do offer the option for you to purchase a SIM ONLY card without having to purchase a phone or tablet.

How do I switch networks?

It’s very easy to switch networks. All you have to do is find the best deal from a new network, check that the signal is good in the areas of use and then buy.

If you want to transfer your number the How can I keep my number section in the FAQs area will help you with any questions.

Who are these smaller networks and can I trust them?

Many of the smaller networks are running on the main networks infrastructure. A few examples of these are GiffGaff run on the O2 network, FreedomPop run on the Three network and Plusnet run on the EE network.

This means that you will get the same signal as you would direct with the main suppliers (o2, Vodafone, EE, Three) but you might not get all the incentives that they offer direct.

The smaller networks usually offer cheaper deals for 30 day contracts and the main networks offer better deals for customers looking to stay for 12 months+.

With all networks you will get a 14 day cooling off period, this means that if you aren’t happy within the first 14 days you can cancel the contract.

How can I keep my number?

If you want to keep your number you'll need to ask for a PAC (Porting Authorisation Code) code from your current provider.

A PAC code is made up of three letters and six numbers and is provided free by your network when you want to leave. To get your PAC code you can ring up your current network and ask this and they have to give you this immediately via phone or within two hours via text.

To transfer your number to the new network, all you have to do is ring the new network and give them the PAC code which belongs to your number, you will have 30 days to transfer the number to your new network before this expires.

The transfer of the number is normally complete the next working day.

Until the number transfers to the new network you will still be able to receive calls and texts to your number on the old network.

Who will credit check me?

Whether you sign up for one-month contract or a 12-month SIM contract with a new network, you'll have to pass credit check.

For pay monthly, rolling contracts, the credit check is lighter than a 12 month contract.

But if you fail your credit check, that doesn't mean you can't get a good SIM ONLY deal.

There are networks within our comparison tables that don’t credit check you. These can be found in our comparison tables and are highlighted with ’No credit check’.

What happens If I fail a credit check?

If you fail your credit check, that doesn't mean you can't get a good SIM ONLY deal.

There are networks within our comparison tables that don’t credit check you. These can be found in our comparison tables and are highlighted with ’No credit check’ tab.

When will I receive my SIM ONLY card?

Your SIM ONLY card will be delivered at the same time as your gadget. If the SIM ONLY card is not within your delivery. Please contact our Customer Services team on 0333 999 0951.

I ordered a SIM ONLY card and now I have changed my mind, can I send it back?

You have a 14 day period to send your SIM ONLY card back to us. The SIM ONLY card must remain in its packaging and not have been activated through our activation portal. If you have changed your mind please contact our Customer Services team on 0333 999 0951.

I lost my SIM ONLY card what should I do?

If you lose your SIM ONLY card without activating it within the 14 day period of ordering it, please contact our Customer Services team on 0333 999 0951 and we will issue you a replacement.

If your SIM ONLY card has already been activated through our activation portal, you will need to contact the network directly for a replacement.

I have a problem with my SIM ONLY bill/contract, who do I contact?

If you have a query or concern in relation to your bill or contract, you will need to contact the network provider directly.

How do you grade your phones and tablets?

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.

Will my gadget be compatible with my current SIM card?

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.

Do you have a shop where I can come and view/collect your stock?

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

Can I use Giff Gaff/Tesco mobile/ASDA mobile/Lyca/Lebara/Virgin/Utility Warehouse SIM cards in your gadget?

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

I have a standard SIM card and the gadget I purchased requires a micro/Nano SIM. What should I do?

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.

What does SIM FREE (unlocked) mean?

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

Can I unlock a gadget that’s locked to a particular network?

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.

Do T-Mobile and Orange SIM cards work with EE locked gadgets?

Yes, they will work with EE locked gadgets

Do your products come with contracts?

You have the option to purchase your phone or tablet on a SIM ONLY basis and therefore your existing SIM contract would apply.

You also have the option to purchase your phone or tablet through Paypal Credit. Please see the Paypal Credit section below for further details.

What is PayPal Credit?

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.

What credit offers are available?

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

How do I apply?

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.

Do I need to reapply if I already have PayPal Credit?

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.

Do I need to have a PayPal account?

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

I do not see PayPal Credit as a payment option?

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.

What do I do if I am unsuccessful in applying for PayPal Credit?

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.

What happens if I want to return the item I bought using my PayPal Credit?

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

What is the cost of PayPal Credit outside of instalment offers?

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

Am I eligible for PayPal Credit?

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

Follow us
ISOQUAR logo - Checkmend logo - Comodo Secure logo