Help

 

Welcome to the MobileFun.co.uk Help Page

We will always try our best to provide you with answers to your questions through our Help pages which give you easy access to the most common queries.

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Dispatch & Delivery

Delivery costs

Please click here to see our delivery costs and estimated delivery times for each delivery method.

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Order dispatch

We have two methods of informing our customers that their order has been dispatched.

  1. Email – We will send you a confirmation email to the email address you provided when you placed your order as soon as your order is dispatched.
  2. SMS – We can also send you an fee SMS as soon as your order is dispatched. To take advantage of this service, simply supply your mobile number during the checkout process and tick the “SMS Shipment Alert” box. Please be assured that we will not use your number for marketing purposes.

If your order has not yet been dispatched, this may be due to one of the following factors:

  1. The item was ‘out of stock’ or ‘coming soon’ when you placed the order. The stock status can be found on the right side of a product page, right under the ‘Add to basket’ button.
  2. Unforeseen circumstances beyond our control may have delayed the receipt of items from our suppliers
  3. Unforeseen circumstances beyond our control may have delayed the dispatch of your order from our warehouse
  4. Your payment card may have been declined
  5. Your card details do not match up with your billing address details
  6. Technical issues

Please check your inbox for any emails which we may have sent you regarding the status of your order. If payment has been declined but your card is still valid and has sufficient funds, please contact your bank.

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How to track an order

You can check the status of your order by logging into your account.

      1. Click on “My Account” at the top of the home page. Enter your email address and password to log into your account.
      2. Click on “My Orders” and select the order you would like to track.
If you have selected a tracked delivery method you will find the tracking number in the dispatch email and in “My Account/My orders”. Please note that not all delivery methods offer a tracking facility.
  1. You can enter the tracking number on the courier’s website (e.g. Royal Mail, DHL).
  2. This will show you if the item has been delivered or if there are any delays.

We will send you an email and/or text (if you opted in) as soon as your order has been dispatched.

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My order hasn’t arrived

Please visit “My Account” or check the order confirmation email that we have sent you and you will be able to see a delivery estimate for your order. If this date has passed and we have dispatched the order on time but there is still no sign of your delivery then please:

  1. Ask the carrier’s local depot if they’ve already tried to deliver it.
  2. Ask your neighbours if the parcel has been left with them.
  3. Look for a notice of attempted delivery. You may find this in your letterbox, on your door, or under your door.
  4. Allow a few additional days for delivery.

If you have selected a tracked delivery method then please enter the tracking number on the courier’s website (e.g. Royal Mail, DHL) for more information and contact the courier directly if there are any issues.

For more information on the estimate delivery times for different delivery methods and different countries, please visit the Delivery Information page.

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Returns & Refunds

How to return an item

To return an item please follow these simple steps:

 

Use our Returns Form to tell us about the product you want to return.

 

If posting your return from the Mainland UK then use the Mobile Fun Collect+ Service. If you are unable to locate a Collect+ Service within a convenient distance of travel, you are welcome to use an alternative posting method to return your purchase to us  (We  recommend you use a local tracked or signed for service – please see our Returns Department address below).  Unfortunately we will not be able to reimburse the cost charged for non-Collect+ returns.
If posting your return from outside the Mainland UK then return your parcel to the address below. (We recommend you use a local tracked or signed for service.)

 

Returns Department,
MF Unit 16,
Network Park,
Duddeston Mill Road,
Birmingham,
England,
B8 1AU.

 

If you are returning an incorrectly dispatched or faulty item, the return is free of charge, however there will be a charge of £3.55 made to your order if you are returning an unwanted item. This is to cover the cost of the insured  and fully tracked Collect+ returns postage.

 

Visit our Returns Policy for more details.

 

Please note that we will not be held responsible if you send us a return item via a non-tracked service and it never arrives.

 

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How long you have to return an unwanted item

At Mobile Fun we have every confidence that you will be delighted with your purchase.  However, in the event that you wish to return an item, then our ’30 Day No-Quibble Money Back Guarantee’ is simple to follow.

After 30 days, returned faulty items will be processed according to the manufacturer’s warranty and we will send those items to the manufacturer for repair or replacement.

Please see out Returns Policy for further details on how to return an item.

If you return a product to us that is not received in a brand new condition we reserve the right to send the product back to you.

Unfortunately we cannot refund, replace, or exchange certain products if the seal/packaging has been broken or opened.  This is applicable to product software, all types of replacement batteries, memory cards, screen protectors or similar products.  Wireless or wired headsets are also excluded where evidence of in-ear use has been identified; this is due to hygiene reasons.

*These terms do not affect your statutory rights.

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How and when refunds are issued

We are not always able to offer a refund or replacement for certain items, these include non-faulty headsets that have been used and cannot be replaced due to hygiene reasons, e.g. headsets. All refunds and/or replacements are down to the discretion of our Returns Manager. This is with the exception of handsets which are covered under the manufacturers warranty.

Handsets

All handsets that are faulty within the manufacturer’s warranty can be sent back for repair/replacement. If damage is found to be customer damage, e.g. liquid damage, then there may be a charge for repair. For further information please click here.

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Actions to take if there are missing items from your delivery

Please check the invoice inside the packaging to see if it has all the items you ordered on it. If it does not or has a message saying that the rest of your order will be shipped to you when the items come into stock this means you have only received a partial order. This means that you will receive the rest of your items when they come into stock.

If the invoice does not have any such message then please contact us so we can get this matter resolved as quickly as possible. Please have your order reference number to hand and the product reference which will be on the invoice to help the Customer Relations Team deal with your query more efficiently.

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Ordering

How to change an order

Please click here and fill in the form to update or cancel your order, alternatively if the cancellation or amendment is urgent then please contact our Customer Relations Team.

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How to pay

The easiest way is to pay online through our secure checkout system, using your credit or debit card, or PayPal.

Credit Card Types

 

 

We accept Visa, Visa Delta, Mastercard, Maestro, Switch, Solo, JCB, Visa Electron. Please notice that at this time we are unable to accept American Express cards. Also, if you are ordering outside of the UK, please be aware that your credit card company may charge a currency conversion fee.

PayPal Payments are taken at the checkout stage when you complete your order.  However if you choose to pay by Credit/Debit card then payment will be taken at the start of the order dispatch process i.e. right before your items are shipped.

If you do not wish to pay online please complete the online order process as per usual, but choose the Offline Payment option on our Payments page. You will be given the chance to include any information on how you intend to pay (e.g. bank transfer). Once we receive your payment we will process your order.

Offline Payment Options
If you do not wish to pay online, please complete the online order form and further instructions will be presented.
The following methods of payment are accepted:

Postal Order
If you are paying by postal order, please make postal orders payable to ‘Mobile Fun Limited’ and put your full name and order number on the back. Send your postal order to the following address:

Mobile Fun Limited
Unit 16 Network Park
Duddeston Mill Road
Birmingham
B8 1AU
United Kingdom

  • Payment should be marked payable to Mobile Fun Limited and should be made out in Pounds Sterling.
  • This may take up to 10 working days to clear in full, after which we will process your order and deliver your goods.

Direct Bank Deposit
Visit any UK branch of Barclays Bank and deposit the amount of your order into the Mobile Fun bank account, by cheque or cash. The account details are:

  • Account name: Mobile Fun Limited
  • Account number: 2081 3788
  • Sort code: 20-84-13
  • Please ask the counter assistant to attach your full name and your order reference number as a payment reference.
  • Keep the counter foil from the branch for your reference.
  • This may take up to 10 working days to clear in full, after which we will process your order and deliver your goods.

Bank Transfer

  • Contact your bank to arrange a direct bank transfer to the Mobile Fun Barclays Bank account. This can be done over the phone, online or in a branch. Most UK banks will not charge you for bank transfers.
  • Please make sure that your full name and your order reference number are attached as a reference.
  • This may take up to 10 working days to clear in full, after which we will process your order and deliver your goods.

The details for the Mobile Fun Barclays Bank account are:

If you are paying in Pounds Sterling:

Account name: Mobile Fun Limited
Account number: 20813788
Sort code: 20-84-13
IBAN: GB18BARC20841320813788
SWIFT ID: BARCGB22

If you are paying in Euros:

Account name: Mobile Fun Limited
Account number: 66712066
Sort code: 20-84-13
IBAN: GB82BARC20841366712066
SWIFT ID: BARCGB22

Please contact us to let us know that once you have made payment.

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Reasons your payment may be declined

  1. As we are coming into an era where banks are protecting customer’s accounts, some banks may decline the payment because they may think it is fraud. As we are an internet site they may decline the payment just for your safety.
  2. Payment may have also been declined if you have insufficient funds in your account.

If you have sufficient funds, we advise that you call the bank to let them know that it is you that is using the card. Once this is done you can contact us with the order reference number provided and we will be happy to process the order for you.

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Ways to receive your ordered items

Orders received before 6.00pm (UK time) Monday-Friday are usually dispatched the same day subject to stock availability. To find details of the delivery options available then please click the following link:  Delivery Information.

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Manage your Account

How to log into your ‘My Account’

We make it as easy as possible for our customers. The first time you place an order with us you will fill in your details and choose a password. Providing you are using the same email address as the first order, all your address details will automatically be entered on your next order. This saves you a lot of time when placing an order.

Go to My Account at the top of the screen to log in to your account.

Please note that you will not have an account if you checked out as a guest (i.e. entered your email address but did not create an account). If you create an account after you have placed an order you will not be able to see any previous orders.

If you forget your password:

  1. Go to My Account at the top of the screen.
  2. On the right side of the page, enter your email and click ‘I forgot my password’ and we will send you an email.
  3. Follow the instructions on the email to reset your password.
  4. If you have any problems with this please contact our Customer Relations Team on 0330 022 9219.

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How to update your contact details

The easiest way to change your contact details is to log in to your Mobile Fun account and update your contact details by clicking on “Change My Details”.

Please keep your details up to date so if we do need to contact you regarding an order or promotions (eg. free delivery), we can do.

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How to change your account password

In order to change your password you need to log in to your Mobile Fun account and click on “Change Password”, then follow the instructions.

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How to remove your details from Mobile Fun’s mailing list

We try to keep all of our customers up to date with special offers, promotional codes and coming soon items in the through our newsletter. We send newsletters out via email to inform customers of special events and promotions at Mobile Fun.

When you first fill out our order form it asks what your preferences are on having these updates. If you un-tick the box you will not receive these emails.

If you do wish to unsubscribe from our mailing list click here.

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Mobile Fun Business Account

How to open a Mobile Fun business account

Thank you for your interest in opening a Mobile Fun Corporate Account.

Please complete the form linked to below and an account manager will contact you to arrange your application for credit terms. You can also phone us on 0844 249 5058.

Click here to apply: Corporate Account application.

Please note that we only offer corporate accounts to UK companies.

Our Commitments

Huge Range available at low prices
Mobile Fun is the UK’s leading Internet retailer of Mobile Phones, Accessories and Electronics, offering you over 5,000 products. Thanks to the excellent relationships we maintain with our suppliers, Mobile Fun is able to offer you the best prices on the biggest brands.

Flexible Payment Terms

Take full advantage of 30 days credit terms. Simply download and complete our Application Form and return it to us. Once we have opened your account we will be ready to process your orders and deliver your goods.

Excellent Customer Service

Mobile Fun’s Corporate Account Team has huge expertise on our full range of products. Coupled with dedicated telephone lines and a corporate email address you can be sure that your query and order will be prioritised accordingly. Our clients include retailers, small and large businesses, local authorities, government and non-profit organisations and associations so you will be in good company.

Express Delivery

Orders are delivered to your chosen address by courier or Royal Mail special delivery within 24-48 hours (subject to stock availability).

Future

Mobile Fun continually develops its product range and service offering. We are developing a dedicated website for business users to manage their account and process orders and returns. As a corporate account holder you will have access to this to make the process of ordering with us even easier.

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How to apply for 30 day credit terms

We offer 30 day credit terms for our business accounts where applicable. To apply for these please complete our quick application form found here: Mobile Fun Business Account Application Form

Once completed a member of our team will be in touch with you ASAP to welcome you and give you further information about your account.

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How to place a business order

There are several ways to place a business order, the easiest of which is to place the order online. You can pay by any of the following payment methods: Invoice, PayPal, Credit/Debit card, Bank Transfer. If you cannot see all of the payment options in your checkout you may not have a full business account set up or may be using an email address which has not been added to your account.

To apply for a full business account please complete our quick application form found here:
Mobile Fun Business Account Application Form - alternatively please call the business team on 0844 249 5058 for more information.

If you wish to email your order over to us then please do so: the email address for this is corporate@mobilefun.co.uk

Please be sure to include your purchase order number or a copy of the purchase order itself.

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Mobile Fun Business terms and conditions

Please click here for our Business Terms and Conditions.

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Other Related Information

Security & Privacy

We pledge to provide you with a safe, hassle-free online shopping experience!

Mobile Fun is aware that you care how information about you is used and shared. We assure the highest level of safety and security for our customers and have established state-of-the-art technological protection measures to ensure that all of our transaction processes, both online and offline, are extremely safe

You can shop with confidence at Mobile Fun, knowing that your personal information, including name, address and credit card information, is protected by VeriSign Secure Site Technology. Our industry standard encryption ensures no one can access or  use your personal information. But our security procedures don’t stop there: your order details are then encrypted with 1024-bit PGP technology before it is communicated to the Mobile Fun sales and despatch team.

We also guarantee our customers have the right to:

  • Clear delivery information before you place your order.
  • Convenient delivery options.
  • Notification of any delivery limitations / conditions.
  • Charges that are complete and simple to understand.
  • Access to information on your order progress.
  • Delivery within the agreed time frame.
  • Helpful support with failed / late / attempted deliveries.
  • Your goods arriving in good condition.
  • A clear returns process.

 

All Internet host IP addresses are also recorded for security reasons when placing an order online, which may identify your computer and Internet connections, for fraud-prevention purposes.

Secured by Secpay

 

Privacy Statement

We are committed to protecting your privacy and personal information!

Mobile Fun Limited will not knowingly pass on any details we hold on customers or web site visitors to any third parties. We protect the privacy of this personal information using our highly secure, password-protected servers.

We will take all reasonable care to ensure that any details that you submit to us are kept secure. The details that you submit to us will be kept to process orders only. You have the right to withhold personal information that is not needed for the transaction.

When processing an order, we require the details of the credit/debit card to be used in payment as well as both a delivery and billing address, e-mail address and contact number. All information is collected in accordance with the Data Protection Act 1998.

We also reserve the right to refuse the fulfilment of any order in the event of an unsatisfactory verification of your order. You can check the information that we hold by sending us an email.

If you find any inaccuracies we will delete it or correct it promptly. The personal information that we hold will be held securely in accordance with our internal security policy. We do, however, reserve the right to pass on any details we hold to relevant authorities in the interests of preventing crime. You will be notified in the event of any information being transferred outside the European Economic area.

To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

We may use the e-mail addresses submitted to us to occasionally notify you about important functionality changes to the Mobile Fun web site, new services and special offers we think you’ll find valuable.

We will give you the right to refuse any marketing e-mail from us in the future. We monitor customer traffic patterns and site usage to help us develop the design and layout of the Mobile Fun web site.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a ‘cookie’, which would be stored on your browser. You can usually modify your browser to prevent this happening.

The information collected in this way can be used to identify you unless you modify your browser settings. If you have any questions about our privacy policy you can contact the customer services manager at privacy@mobilefun.co.uk.

 Information You Provide To Us

The following applies to any information you provide to us, for example during any registration or ordering process.

    • You authorise us to use, store or otherwise process any personal information which relates to and identifies you, including but not limited to your name, email address, telephone number and address, to the extent reasonably necessary to fulfill your order, market/communicate products and services and deal with any enquiries relating to the same whether by us, our partners, successors (including the purchaser of the whole or part of our business), associates or sub-contractors (together our ‘Partner Companies’). If you would like to request or review any part of your personal information held by Mobile Fun then click submit a request form.
    • If you obtain or choose to buy products through our website or give us personal information then we may collect information about your buying behaviour and if you send us personal correspondance such as emails or letters then we may collect this information into a file specific to you. All such information collected by us shall be referred to in these terms and conditions as ‘Personal Information’
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Terms and Conditions of sale

All of our prices are inclusive of VAT. Delivery charges will be calculated during the checkout process, after you choose your preferred delivery method.

We try to have accurate pricing and availability information on all the products we offer; despite our best efforts, a small number of the products in our catalogue may be mispriced or have inaccurate stock availability information. We do verify prices as part of our acceptance procedure, and will inform you if a product’s correct price is higher than that stated in your order, so you may ultimately decide whether or not to order the product at the correct price.

We may change the price of any product at any time before you place an order. If the goods you have ordered are not in stock, we may send an e-mail to inform you, at which time you may cancel your order. We do our best to accurately estimate when items will be despatched and/or delivered; however, these estimates are based on several factors over which we have no control and as such, time for despatch and/or delivery shall not be of the essence of the contract and should be considered as rough estimates only.

Note:

All transactions will be subject to UK VAT. You are advised to place orders with a shipping destination outside of the EU using the available shipping options (which also operate within some non-EU territories e.g. Jersey & Guernsey – VAT-free zones outside of normal UK and CE trade tariffs);  in doing so you agree to accept the VAT levied against your purchase.

DDU (Delivery Duty Unpaid) – Orders sent outside of the European Community

All orders sent outside of the UK and EU are shipped on a DDU (Delivery Duty Unpaid) basis and may be subject to local customs import duty which is charged on the value of the purchase. Payment of these fees is the sole responsibility of the customer. For example, customs duty must be paid on all orders over $200 when shipped to the United States.

Payment of the duty charge is necessary for the release of your order from customs on arrival to your country.

DDU (Delivery Duty Unpaid) – Refusal to pay charges – Returns Policy

If you refuse to pay any import duty levied against your shipment, resulting in the shipment being returned to Mobile Fun, then all related returns charges plus a minimum administration charge of £5.00 (or equivalent currency at current exchange rate) will be charged against your final refund amount.

Please click here for our full Terms and Conditions.

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What you need to know about WEEE

WEEE Regulations:

      The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.

          • Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
          • Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

Mobile Fun is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.

For example, if a customer bought a new mobile phone from us we would accept their old mobile phone and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

 

 

Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.

How do I recycle my old products?

If this symbol appears on your product it means that you can return this waste electrical equipment to Mobile Fun when you are purchasing a new product from us under our distributer obligations*

          • When you have finished with a WEEE product, please do not dispose of it using your domestic waste bin, as it will not be recycle.
          • Contact us by using this contact form. so that we can provide you with a return reference and details of our WEEE recycling freepost address
          • Please quote your Mobile Fun product order number and describe the item that is to be recycled
          • Please carefully package any item to avoid transit damage
          • We will then deal with the waste product in an environmentally responsible manner, at no cost to you

*It has to be like for like (e.g. a Bluetooth Headset for a Bluetooth Headset, not a Wireless Router for a Bluetooth Headset).

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What you need to know about the Waste Battery Regulations 2009

The Waste Batteries and Accumulators Regulations 2009In 2009, new regulations on the recycling of batteries and accumulators (rechargeable batteries) were introduced. The Batteries Regulations aim to significantly increase UK collection and recycling of used portable batteries from the current rate of about 3% to 25% by 2012, rising to at least 45% in 2016.

Under the Waste Battery Regulations, Mobile Fun are now offering a take back scheme for all portable waste batteries. You can return your waste batteries to our business premises* in person (please do not post).

Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com

Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find stores in their local area more accessible.

Please note: this service only applies to householders and not businesses

*Mobile Fun Limited, Unit 16 Network Park, Duddeston Mill Road, Birmingham, B8 1AU, United Kingdom .

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Contact Us

You can find the answers to most questions in the sections above, however, if you do need to contact us we are happy to answer any questions that you may have by e-mail. Please complete our contact from below and you will receive a personal response within 2-3 business days. Please include your Order ID on the form, wherever possible as this will allow us to handle your query much more efficiently.

Our operators are available on 0844 249 5060 to answer any sales enquiries Monday to Friday 10am – 5pm. Calls from landlines and mobiles will be subject to the terms and conditions of the telephone provider, and charges may apply.

If you would like to talk to us about an order you have already placed then please contact us on 0330 022 9219. Our operators are available to answer calls Monday to Friday between 10am – 5pm.

You can track the progress of your order by logging into the ‘My Account‘ section of the website.

Postal Address

Mobile Fun Limited
Unit 16 Network Park
Duddeston Mill Road
Birmingham
B8 1AU
United Kingdom

Contact Information

Other Email addresses:

Recruitment – jobs@mobilefun.co.uk 

If you would like to unsubscribe from our newsletter please click here.

You can track the progress of your order by logging into the ‘My Account‘ section of the website.

 

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