Frequently Asked Questions (FAQ)

We send all of our phones and tablets sent out the same day if ordered before 4pm Monday to Thursday. Please find the delivery timescales below:

Delivery Timescales for Free Delivery
Your item will be delivered within 2-3 working days upon dispatch.

Delivery Timescales for Next Day Delivery - £4.99
If ordered before 4pm Monday to Thursday you will receive your item the next day. For orders outside of this, please see estimated delivery days below:

Orders placed Monday to Thursday after 4pm Your item will be dispatched the next day, meaning you will receive the item the following day.

Orders placed after 4pm 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 5-7 working days.

Please note: The estimated delivery times do not apply to any Items with any of the following delivery addresses or postcodes

• any Items addressed to any British Forces Post Office;
• to any of the following postcodes: BT, HS, KW, PA20, PA28-PA38, PA41-PA49, PA60-78, PA80, PH30, PH41-44, TR21-25, ZE, JE, GY, IM, KA27

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 on the packaging 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.

You will receive an email from us once your gadget has been packed and dispatched. Please visit your account to track the update of your order.

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 delivery on all of our tech.

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.

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 0333 999 0951.

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 0333 999 0951.

We will aim to provide you with a replacement item once the problem has been verified subject to our Returns Policy and Warranty cover.

Where exact replacements are not available we shall contact you 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.

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.

In the unlikely event that your device becomes blocked or blacklisted, please contact our Customer Services team on 0333 999 0951.

Once your device has been received and inspected by our gadget specialist’s,subject to terms, your device will either be repaired or replaced within 5 working days of receipt.

We don’t currently have the ability to change an order once it is complete. Please contact our Customer Services team on 0333 999 0951 to assist.

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



• Select “Change my password”



• Follow the steps on screen

In the event that you’ve forgotten your password, you can reset this by going to the forgot your password screen.

You can pay for products using a debit card or credit card, Paypal, Envirocash or Klarna.
If you have selected credit or debit card we accept the following cards: Visa and Mastercard.
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 debit card or credit card, Paypal or Klarna.
For more information on Klarna payments please see our Klarna FAQ’s.

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
Blakeney Way
Kingswood Lakeside
Cannock
WS11 8JD

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:

Monday – Friday, 9:00am – 5:00pm

Yes, any UK based consumer can purchase goods from Envirofone Shop. If you wish to purchase phones or tablets in bulk, please contact our customer service team on 0333 999 0951

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.

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.

Sorry we only deliver within the UK.

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.

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.

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.

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.

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

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.

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.

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.

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’.

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.

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.

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.

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.

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

We do a full diagnostic and visual 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.
• New – A New product which show no signs of use and be in perfect working condition and be packaged in our Envirofone Box.
• Refurbished As New Condition – A premium product which is ‘like new’ for the fraction of the price, this product will have no signs of use and be packaged in our Envirofone Box.
• Refurbished Pristine Condition - A premium product which has light signs of use and is in excellent working order.
• Refurbished Excellent Condition – An excellent condition product that has isolated wear and tear to the front, back or sides. This product is fully functional.
• Refurbished Good Condition – An average condition product that has signs of use. This will have wear and tear to the front, back or sides. This product is fully functional.
• Refurbished Fair - A Fair condition used product that has signs of heavy wear to the front, back or sides. This product is fully functional and will have a battery health over 70%.

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

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