Help

This is because the deals we advertise are paid back to you via cashback so you'll be charged full line rental by the network and you'll need to claim the cashback from ourselves.

Please login to your account for further details on how to do this, or refer to the cashback section in the Welcome Pack.

Your first bill may also be slightly more expensive than advertised on our website.  This is because a 'part month line rental charge' may apply.  As the networks bill in advance you'll be charged for one month's full line rental and, potentially, for the time between your connection date and your first bill date.

Disconnection of your handset can take up to 28 days so in the meantime you may receive a bill from the network for line rental charges; you can ignore this.

We also suggest that you contact your bank to cancel the direct debit as any payments taken will then need to be refunded directly by the network.  We need to mention that we're not responsible for these payments being debited from your account.

You'll receive a second recalculated bill for the period you had the handset which you are responsible for paying.
If you do receive a bill with full line rental charges please contact our customer advisors on 0871 5223400.

If you're experiencing difficulties receiving your bills from the network, please contact your network directly. You may also want to ask them about online billing as this may be easy and more convenient for you.

To claim your cashback we will require you to send in specific bills which depend on the length of your contract. Remember that the month you purchased your handset, regardless of the date of the month, counts as month one. So for example, if you ordered on 30 January 2010, we'll need your June 2010 bill for your first claim. An example of this is given below:

Month one:  January 2010 (the month you purchased)

Month two:  February 2010

Month three:  March 2010

Month four:  April 2010

Month five:  May 2010

Month six:  June 2010 (this is your month six bill which is your first claim)

The required bill needs to be sent to Cash back Claims, Admail ADM4118, Loughborough, LE11 1YX and we must receive this within 60 days from the date on the bill.

We recommend you send this by recorded delivery as we're not responsible for lost items or claims that arrive outside the 60 day period.  We also recommend you keep your proof of postage.

12 month phone and mobile broadband contracts

For a cash back value of £50 or less we will need the bill you receive in your 6^th and 8^th month.

For a cash back value of £51-£100 we will need the bill you receive in your 6^th, 8^th and 10^th month.

For a cash back value over £100 we will need the bill you receive in your 6^th, 8^th, 10^th and 12^th month.

18, 24 and 36 month phone and mobile broadband contracts

For a cash back value of £50 or less we will need the bill you receive in your 6^th and 9^th month.

For a cash back value of £51-£100 we will need the bill you receive in your 6^th, 9^th and 12^th month.

For a cash back value over £100 we will need the bill you receive in your 6^th, 9^th, 12^th, 15th and 18^th month.

Your auto cash back this will be sent directly to your home address within six weeks from the day you made the purchase.

If your auto cash back cheque has not arrived after this time, please contact our customer advisors on 0871 5223400.  Alternatively you can email us using the form located in the 'contact us' section of this helpdesk.

Please allow up to 24 working hours for us to get back to you.

The required bill needs to be sent to Cash back Claims, Admail ADM4118, Loughborough, LE11 1YX and we must receive this within 60 days from the date on the bill.

We recommend you send this by recorded delivery as we're not responsible for lost items or claims that arrive outside the 60 day period. We also recommend you keep your proof of postage.If you're experiencing difficulties receiving your bills from the network, please contact your network provider directly.

You may still be entitled to this cash back claim, the reason for the rejection will be detailed in your rejection letter and a copy of your bill will be attached.

Once you have resolved the rejection reason and if the required bill is still dated within the last 60days then you can resend your cash back claim.

Our terms and conditions for cashback are as follows;

• Your bills must be received within 60 days from the date of the bill
• The pages of your bill must show the following information:The mobile number to which you are connected to;Your full name and your address matching your account with us;The tariff you are connected to and that your payments are up to date
• We do accept online bills as long as all the above information is still provided.  If you're charged by your network provider for a paper bill the costs will need to be covered by yourself and not e2save.
• If you've ported your number you must inform us by updating your personal information in your customer log in area or by using our automated system by calling 0871 5223400.  If you don't inform us we won't be able to process your cashback and the claim won't be processed.
• You must have no balance carried forward from the previous month or your claim will be rejected.
• If your address on the bill does not match our records then your claim will be rejected. 
• If your monthly bills are not for the same account and in the same name as the person eligible for the cash back then the claim won't be processed.
• Our customers can't move to a lower tariff during the minimum contract term due to the network terms and conditions.  However moving to a higher tariff at any time during the minimum term does not invalidate your cash back offer.
• We reserve the right to withhold any cash back payment(s) if we believe there is fraudulent activity on the account.
• If your service agreement is suspended or disconnected for any reason then we reserve the right to reject any cash back claims.
• You must keep your original contract for the full contract length of 12, 18, 24 or 36 months.  If you upgrade your contract before this time with any company outside the Carphone Warehouse Group your cash back will be rejected.  If you upgrade with any of the Carphone Warehouse Group companies your claim will not be affected.
• We can only accept one claim per envelope.  This is due to our automated processing system which can only identify one bill per envelope received.
• We need notify you that we can't be held responsible for lost items or claims that arrive outside of the qualifying period so we encourage our customer's to send their claims by recorded delivery.
• Your cash back will be paid by cheque and you must cash this within six months from receipt as we are unable to send a replacement cheque.
• We cannot accept liability for any late or lost claims due to circumstances that are not within our control,We ask that you make alternative arrangements for any future claims should there be an opportunity for these circumstances to arise again.

Please allow up to 35 days for the cheque to be delivered to your home address.

If you do not receive paper bills from your network provider you can print your online bill to send. 

You will need to download a PDF copy of the bill and post this to Cash back Claims, Admail ADM4118, Loughborough, LE11 1YX. 

Before posting ensure the bill includes the mobile number to which you are connected, your full name, your address matching your account with us, The tariff you are connected to and that your payments are up to date.

We're really sorry but we're currently experiencing delays in processing cask back claims. Please allow up to 12 days for your claim to be processed, from the date you sent it to us. Should your claim be successful please allow a further 6 weeks to receive your cheque. There is no need to call or email us. We hope you can accept our sincere apologies for the delays caused. We've already put measures in place to reduce this delay. Thank you for your continued patience with this.

You need to allow up to 35 days after sending in your claim to receive your cheque.  This allows time for it to be delivered to us, our cash back team to process it and then for our banking team to raise your cheque.

If you haven't received your claim after this time, please call our cash back advisors on 0871 5223400 (calls cost 10p per minute plus network charges) with your courier tracking reference number and we'll investigate your claim.

Alternatively you can email us using the form located in the 'contact us' section of this helpdesk.  

 If you don't have a courier tracking reference number we won't be able to raise your claim.  For more details please refer to our cash back Terms and Conditions.

If your handset has previously been connected but now won't allow outgoing calls your handset may be barred by the network.

To lift the bar from your handset you'll need to contact your network service provider.

Please allow 72 hours from receiving your handset for your connection to process fully and remember to keep your handset switched off during this time.

Also please check every two hours to see whether your handset has been successfully connected.  Before switching on your handset you need to remove the battery and SIM card, then put both back in your phone and then switch this on.

If your handset has not been connected after 72 hours please contact our customer advisors on 0871 522 3400.  Alternatively you can email us using the form located in the 'contact us' section of this helpdesk. 
 

Please allow up to 24 working hours for a response.

Please click this link for more info 

Due to the severe snow in England, Wales and central southern Scotland there may be a delay with delivering orders. We will be updating customers via email or SMS if they are effected so there is no need to contact our customer service team.

We apologise if you are effected by any delays.

To view the latest information about our delivery process please click here.

To find out the progress of your order please log in to your personal customer account.

Alternatively you can check this on your order confirmation email which contains a link to our courier website which will detail your delivery information.

As a security precaution we'll only deliver to the address where your bank details are registered as we want to ensure your order gets to you safely.

We recommend that you place your order for the handset even though it may state limited stock on the order form; this simply means that you need to allow 7 - 21 days for delivery as opposed to next day if you order before 6pm.  We'll then process your order as normal and prioritise the stock to you as soon as it's available. 

We'll also let you know by email when your handset has arrived and won't take any money for the cost of the handset until it's in stock 

If you provided us with a mobile contact number a text message will be sent to you with the couriers contact number to re-arrange your delivery at a suitable time for you.

Alternatively, a card will be left at your address explaining how to collect the order from your local Yodel Collection Office.

Remember that you'll need to take a form of ID with you to collect your handset. These include a passport, utility bill or driving license

 Your policy covers you against:

• Theft

• Accidental damage

• Accessories up to £100

• World-wide cover - anywhere in the world for up to 60 days in any 12 month period

Your policy doesnt cover you if you lose your phone.

For further details please read the full terms and conditions. You can also call phonecare direct on 0870 111 7002.

If your phone or any of its accessories are stolen or damaged, you must do the following:

• Report any theft to your network provider as soon as possible after discovering the theft and no later than 24 hours after discovering it.

• Report any vandalism or theft to the police within 48 hours of discovering it. You must get evidence in writing (for example, a crime reference number) showing that you have done so.

• Visit www.carphonewarehouse.com/makeaclaim or any Carphone Warehouse store or call us on 0870 111 7002, as soon as possible to tell us about the damage or theft and make a claim. Please keep the damaged phone and accessories as you will need to return these to The Carphone Warehouse. You must make a claim within 60 days of discovering the damage or theft.

These can be found by clicking here.

Your policy covers you against:

• Theft
• Theft from vehicle
• Damage
• Use abroad
• Family cover

Your policy doesnt cover you if you lose your USB modem and it also doesn't cover any accessories.

For further details please read the full terms and conditions. You can also call Lifeline Digital direct on 0800 049 1450.

If you recommend a friend or relative we will pay you up to £20 for each contract phone deal.

terms and conditions apply:

The referrer needs to be a customer of e2save.com with an active connection in order to receive Money4Me.

We reserve the right to withhold Money4Me payments if we believe the account of either the referrer or the referred customer to be of a fraudulent nature.

The referred customer needs to have an active account for at least 28 days.  Returning the handset and cancelling the connection during this period voids the Money4Me payment.

M4M payments only apply when recommending new customers and not existing ones.

You can recommend your friends in two ways;

Through our website:

Step 1
Login to your personal customer account, click on the money for me tab and simply send your personalised link, which explains the great offers we have at e2save, to all your friends. As an example your link should look like this  http://www.e2save.com/?money4me00000000

Step 2
Your friends then click through on the link and order their new contract phone.

Step 3
We'll send you a £20 cheque automatically, 45 days after your friend has placed their order because we want to say thank you.  Successful recommendations are those who have not previously shopped with e2save and have purchased a contract with ourselves.

Step 4

Why not send your personal link to your friends or family using the share button. This will link you to
e-mail and social networking sites, making it even easier to recommend to your group of friends.

Recommendations by phone:

• When your friend/relative contacts us by calling on 0871 521 1400, they'll need to state at the start of the call that you referred them to us.
• They'll then need to provide us with:
• Your full name
• Your postcode
• Your mobile phone number
• If their call results in the purchase of a pay monthly phone we'll send you your payment within 45 days.

So, if you have lots of friends, then there is lots of cash you can be making.  Now that's what we call easy money!

You'll receive a payment of £20 approximately 45 days after your friend/relative's purchase.

There's no limit, the more people you recommend, the more money you can potentially earn.

Terms and conditions: 

The referrer needs to be a customer of e2save.com with an active connection in order to receive Money4Me.

We reserve the right to withhold Money4Me payments if we believe the account of either the referrer or the referred customer to be of a fraudulent nature.

The referred customer needs to have an active account for at least 28 days.  Returning the handset and cancelling the connection during this period voids the Money4Me payment.

M4M payments only apply when recommending new customers and not existing ones.

Yes, providing it's to a different network.  You can't transfer your number within the same network, for example, porting from Virgin Mobile pay as you go to Virgin Mobile pay monthly.

Talk Mobile:

To port your number please:

• Contact your existing network to obtain a PAC (Port Authorisation Code).
• You must inform us at the time you purchase your handset of your existing number and PAC. Please don't proceed with the order until you have the PAC code as the number can't be ported after the order has been placed.
• Your existing number will then be ported in seven to ten working days. You'll be able to continue using your existing SIM until the number is ported.

Some things to be aware of:

• Before your number can be connected to your new network it must first be released from your existing network. This means you could be without a service for up to one day.
• Additional services such as voicemail and text messaging may take up to two days to be enabled once your number has been transferred.
• e2save.com cannot accept any responsibility for failed or delayed number transfers.

O2, Orange, T-Mobile, Vodafone and 3:

To port your existing mobile number please:  

• Contact your existing network to obtain a PAC (Port Authorisation Code).
• Purchase a handset from us which we'll connect you with a temporary number.
• On receipt of the handset, contact your new network quoting your temporary number, existing number and PAC.
• Your existing number will then be ported within five to seven working days.

Remember, if you're claiming cash back, you need to let us know you are changing number.

If you order a new contract you'll be assigned a new number. This means if you don't transfer your old number then you can use the new one that's allocated.

Remember, if you're moving networks you must cancel your contract with your existing provider.

To amend your recently placed web order please contact our sales team on 0871 5211422 to inform them of any changes you'd like to make; this includes any cancellations that have not yet been confirmed for dispatch.

The confirmation e-mail that we've sent you also includes an e-mail address that you should reply to if you wish to update your order details and you should include your order details in your communication.

To make sure your order stays safe we can only deliver to the address that your bank details are registered to.  We are unable to deliver to any other location, as we want to ensure your goods get straight to you.

If you've purchased your goods over the internet, please log-in to your account to obtain a full breakdown of your order details.  These are also included in your ‘order confirmation' e-mails that are sent to you by our web order team.

If you've purchased your goods over the telephone, please refer to the information contained within the ‘Welcome Pack' we emailed you.

Please refer to the ‘Exchange and Returns' section of the ‘Welcome Pack' or click here.

To find details of these click here.

Read our pre sale price match. click here

For full details on how to arrange a repair, click here.

Calls to our Customer Services department are charged at 10p per minute plus network charges, calls from mobiles may vary, please check with your network provider.

Please note: call charges are not refundable.

You can chat to an advisor live by clicking the icon below if one is online.

Call the Sales team on 0871 521 1401 (all calls cost 10p per minute plus network charges). We are open Monday to Friday 9am - 8pm, Saturday 9.30am - 6pm and Sunday 10am - 6.30pm

Call Customer Service on  0871 5223400 (all calls cost 10p per minute plus network charges). Our advisors are available Monday to Friday 9.00am - 6pm.

We're really sorry but we're currently experiencing delays in processing cask back claims. Please allow up to 12 days for your claim to be processed, from the date you sent it to us. Should your claim be successful please allow a further 6 weeks to receive your cheque. There is no need to call or email us. We hope you can accept our sincere apologies for the delays caused. We've already put measures in place to reduce this delay. Thank you for your continued patience with this.

Email us by using the following form:

Writing to us at the following address;

Customer Support Team
e2save.com
3R House
Belton Road
Loughborough
Leicestershire
LE11 5XH

Calls to our customer service and cash back advisors are charged at 10p per minute from standard landlines. Calls from mobiles may vary so please check with your network provider. We also need to let you know that call charges are not refundable.

You can contact us free of charge by submitting your query using the 'Customer Query Form'.  You'll find this form by clicking here.  Please allow up to 24 working hours for us to respond to your enquiry.

We're sorry to hear you're not happy with the service you've received from e2save.com and we want to put this right.  Please get in touch with us to discuss your concerns by calling 0871 5223400 and we'll try to resolve your problem as quickly as possible. Our dedicated customer service advisors will always try to deal with your complaint straight away. (Calls cost 10p per minute plus network charges).

You can also write to us at:
3R House
Belton Road
Loughborough
Leicestershire
LE11 5XH

Please include your name, address, mobile number and contact number.

Please call our customer advisors on 0871 5223400.

If your airtime credit doesn't show on your SIM card automatically allow five working days for this to be applied.  If your network provider is o2 this will take 8 working days to appear.

If this time has lapsed and your airtime credit still hasn't been applied then please contact our customer advisors on 0871 5223400 and we'll arrange for this to be applied for you.

In the unlikely event your airtime credit doesn't apply automatically to your SIM card, you have up to six months from purchase to let us know. 

In the unlikely event that your handset is faulty please contact our customer advisors on 0871 5223400 within 28 days of purchase and we'll look into arranging an exchange for you. 

The airtime credit won't be refunded to you so we recommend you keep the SIM card so you can use the credit you have paid for.

Yes, PAYG handset purchase limits do apply. Limits vary, so please contact us for further information if you wish to purchase multiple PAYG handsets.

You can exchange your handset within seven working days from the day you receive your order.  You'll need to pay any additional costs should you exchange to a higher value handset.  All you need to do is contact customer service on 0871 522 3400 and the advisors will be happy to help.

Please call one of our customer advisors on 0871 5223400 and they will be able to look at the options available to you.

You must first contact one of our customer advisors on 0871 5223400 to arrange the return and so we can provide you with full return details.

We request you return the goods back to the warehouse so they are received back within 2 working days of when you told us you wanted to return.

If you change your mind we will be happy to cancel your agreement and provide a refund of any amounts paid in respect of the products provided:

• You haven't used the phone or SIM card to make or receive a call, send or receive text messages, upload data via the web or take photos.  You can however turn the phone on to check reception and browse the menus.  

• You notify us of your intent to cancel within seven working days starting the day after first attempted delivery of your product. If your airtime provider has required a deposit and the airtime contract is cancelled, you will need to request a refund of your deposit from the airtime provider directly.

• You must take care of the products (including all equipment, manuals and accessories) until received by us so all products must be returned undamaged and unused otherwise you may be charged for the cost of collecting them or the value of the missing, damaged or used items.

• If you use your product whether before or after notifying us of your wish to cancel, you will be responsible for all charges incurred under your airtime contract and these may not be refunded.

• The following products and services are excluded from this right to cancel:
  • Business customers
  • Prepay airtime purchases (top-ups)
  • Games, ringtones, downloads, Talk2Text, and graphics
  • Car kits once they have been installed
  • Hands-free units with earpieces that have been used

Call our customer advisors on 0871 522 3400 and we'll let you know how to do this.

If your phone develops a fault within the first 28 day of purchase then you may be able to have a free like for like exchange.  Please contact our customer service advisors on 0871 5223400 who will be able to let you know what to do next.

If your phone develops a fault after 28 days then you may be entitled to a free repair because your handset has a 12 month warranty period. Please take your faulty handset to your nearest Carphone Warehouse store where they'll be able to send it off for repair for you.

Please visit http://www.carphonewarehouse.com/store-locator/express-repair-centres for further information.

There are a number of different ways to let us know that you've moved address. 

1. Use the ‘Customer Login' where you can enter your new address, you'll need your order ID number as well as either your mobile number or email address to access the log in area.

2. Call customer service on 0871 522 3400 and our advisors can update this over the phone, once you have answered some additional security questions.

3. Write to us at the following address with proof of your new address, a utility bill or bank statement dated within the last three months.

Customer Support Team

3R House

Belton Road

Loughborough

Leicestershire

LE11 5XH

Click here to access your welcome pack.

Your order comes with a 30-day FREE trial of Gadget Helpline with TMTI (Talk Me Through It).  This means you have access to telephone support to help you make the most of the features on your handset such as; picture messaging, browsing the internet, setting up your email and connecting Bluetooth devices.

After the 30 day FREE trial this service will incur a charge of £20.94 every six months.

To contact the Gadget Helpline you will need to call them on 08444 772 995.

Monday to Friday: 9am - 8pm

Tuesdays we are open from 10am - 8pm

Saturday: 9.30am - 6pm

Sunday: 10am - 6.30pm

Our customer service team are open Monday to Friday 9am - 6pm.  We're closed at weekends.

Tuesdays we are open from 10am - 5.30pm

Please be aware our busiest periods are 9am until 10am and 4.30pm until 5.30pm, to avoid queuing try to call us outside these hours.

The contact number is 0871 522 3400

If you ordered one of our refurbished handsets we cannot guarantee any accessories will be included.

If you have a new handset and there is something missing from the box please contact our customer advisors on 0871 5223400. Alternatively you can email us using the form located in the 'contact us' section of this helpdesk.

Please allow up to 24 working hours for us to get back to you.

If additional accessories were offered to your by the sales agent please allow up to 14days for these to arrive.

Please contact our customer advisors on 0871 5223400. Alternatively you can email us using the form located in the 'contact us' section of this helpdesk.

Please allow up to 24 working hours for us to get back to you.