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Security ID Checks

We are required to complete a security check to ensure that we are a being responsible when dealing with your data and that we prevent fraud where possible. 

Yes absolutely. We keep them securely and privately and will delete all documents off our system within 24 hours after completing your order.

We request photographs only and they must be a full and clear image of the ID. For paperless bank statements, a PDF attachment is fine. We cannot accept scans.

We would first advise you to try Resetting your password for your account by clicking on ‘Forgot Your Password?’ when you attempt to login. If you are still having issues, contact our Customer Service team by visiting our contact us page and they will be able to assist you.

Please attach any documents that are required to the form in your Metrofone Account section, and we will process these for you.

Once you upload your documents in your Metrofone Account you will see a thank you message from us, this means we have your documents, and they are ready to be processed. 

If we’ve confirmed that we have your ID documents, this is completed the same day, usually within 3 hours. There’s no need to get in touch, we’ll contact you as soon as we have processed your documents.

Unfortunately without the documents we are unable to proceed with the order. A consideration is buying the phone you want SIM free. You won’t need any ID documents, nor will you be credit checked.

As per the GOV.UK website, identity cards were scrapped in 2011 - they're no longer valid and can't be used as proof of identify, so unfortunately these will not be accepted.

Yes, we’ll immediately return any payments you’ve made if the order is cancelled. This usually takes 3 to 5 working days to appear on your available bank balance, although some banks may take longer. Please contact your bank for any updates.

You will only need to provide this information if we have emailed you to request ID documents. We ask some of our customers to supply ID documents to verify their details for fraud prevention. 

Automatic Cashback

If you haven’t been paid your cashback it could be for a few reasons which can be:

  • You have disconnected your contract from the network.
  • You are not up to date with your bills.
  • The account details provided for payment are incorrect.


There is no need to claim, the cashback is automatically paid to you 90 days after connection of your contract as long as you are still connected to the network.

You will know what type of cashback you have by looking at your confirmation email for your order.

Automatic cashback is an offer from us that helps to reduce your effective costs per month from the network. You receive a payment of a lump sum 90 days after connection of your contract. 

You are paid your cashback as a BACS transfer into your account 90 days after connection of your contract.

Credit Checks

The time it takes to obtain a decision for your credit check depends on the network that you have chosen, you can expect a result straight away if you purchase a product with the TalkMobile or Three network. If you chose a plan with Vodafone it may take up to 3 hours to receive an update on your order within our processing times.

A credit check is required to confirm your eligibility and affordability for the phone contract you have chosen.

In most cases you will require a credit check to be completed to confirm your eligibility for the phone contract you are applying for.

We do also have a range of sim card options with SMARTY and VOXI that don’t require a credit check, however these cannot be purchased with a mobile phone as part of the plan.

If your credit check has been referred you would have received an email with any instructions to follow, in some cases we may request for you to contact the network directly to obtain a decision from the network as they may need to ask you some questions relating to the application.

The credit check that is completed is done by the network directly and they make the decision of your eligibility for the contract. 

If for any reason you do not pass the credit check your order will be cancelled and any pending transactions will be released back to you by your bank within 3 to 5 working days.

Sim Only Deliveries

You shouldn’t miss delivery as Royal Mail should post this through your letterbox with any of your usual post.

Our Sim Only contracts are despatched via Royal Mail First Class post, if your order has been placed before 5pm you should expect this Next Day, however it may take up to 2 days for your order to arrive. 

Sim Only Contracts are delivered using Royal Mail and will be posted through your letterbox in an envelope.

In the unlikely event that you have been waiting for more that 3 days for your Sim to arrive please reach out to our Customer Service team by visiting the contact us page so that they can provide you with information to obtain a replacement sim card from the network provider.

Billing

In some cases, your plan may include promotions and discounts, and these may not appear on your network account or bill right away. Please allow up to 7 days for this to show, and if there are any issues send us a copy of your bill so that we can query this with your chosen network for you. 

You can view your bill in a couple of ways, this can be done by downloading the correct Mobile Phone App for your provider or by logging into your network account on a computer or laptop. 

Information on how you can download your bill can be found below:

Three: Click Here

Vodafone: Click Here

TalkMobile: Click Here

There are a few reasons why your bill may be higher than expected, we have listed some of the main ones below for you:

Your First and Last Bills

You might notice both your first bill and last bill are higher than usual. On your first bill, you'll be charged for the first few days as well as your normal monthly charge.

Your final bill may include any additional charges you owe up to the day you cancelled. This is added to the monthly charge for the 30-day notice period.

Price increases during your plan

Your bill may increase in the middle of your plan if you have reached the end of a promotional period or inline with the terms and conditions of your contract, and the approach the network takes will depend on when you joined them.

Using your phone abroad

If you do not have a spend cap set and you use your phone abroad you will incur extra charges to do this if roaming is not included as part of your plan.

Calling or texting abroad from the UK

If you call or text an international number from the UK you will be charged for this. Call charges will vary depending on the network you are with, and visiting their website will help you in finding these.

Outside of allowance charges

When using your phone for calls, certain numbers are charges outside of your regular monthly price plan and the rates for these numbers do vary, you can find more information on these charges by visiting the website of your chosen network provider.

Keeping my Number

If you wish to transfer your number from another network onto your new contract, then you need to request a PAC (Port Authorisation Code) from your current network provider. You can do this by texting the word PAC to 65075 – You will get a text message immediately with your PAC. Once you have this you will need to provide this to us during the checkout section of the website, and we will then ensure that your phone number is transferred to your new contract automatically.

If you would like to switch networks, cancel your existing number, and get a new number on your new contract, you need to request a STAC (Service Termination Authorisation Code) from your current network provider. You can do this by texting the word STAC to 75075 – You will get a text message immediately with your STAC. Once you have this you will need to provide this to us during the checkout section of the website and we will cancel your existing service when we connect your new contract.

A PAC is a 9-character code in the format ‘ABC123456’ that allows you to port your mobile phone number over to a new network. You cannot use a PAC code to stay with the same network.

A STAC is a 9-character code in the format ‘123456ABC’ that allows you to take a new number to a new network whilst also cancelling your existing phone contract with your old network. You cannot use a STAC code to stay within the same network.

To get a PAC you can text the work ‘PAC’ to 65075. You then need to provide this to us so we can arrange an automatic number transfer with your old network and cancel your old service.

To get a STAC you can text the work ‘STAC’ to 75075. You then need to provide this to us so we can arrange cancellation of your old service with your old network.

You will receive a text within 60 seconds with the code, this needs to be entered in our checkout when placing an order for a new contract.

No, unfortunately the networks don’t allow you to port your number if you are staying on the same network as your current contract, if you would like to keep your number with the existing network you would be required to upgrade or you can call our team on 0333 900 1133 so we can help you with any other options. 

Your mobile number will change within one working day after the new contract has been activated.

Once you have received your PAC/STAC it is valid for 30 days. If you don’t use this, your mobile number will not switch, and you could risk being billed by your old provider as well as your new provider. If your code expires before you use it, you will need to text the original number again.

No, you don’t have to use these codes. If you do not provide a code, you will receive a new number and your old contract will stay active, you will be at risk of being charged for your previous contract as well as your new contract.

If you wanted to keep your number later down the line, you would need to discuss this with the network directly, we can only do this for you when you place your order.

You will not be charged for texting these numbers. If you are still within your contract, you may need to pay an early termination fee. The text message you receive with your code will let you know if you have any payments to make before you can switch networks.

If you have multiple numbers with your network, you would need to call your current network or visit your online account.

Yes, you can still transfer your number if you are on Pay as You Go.

If you are still within your contract, you may need to pay an early termination fee or ETF. You can find out if an ETF is due by texting INFO to 85075. To pay this fee, you would need to contact your network directly.

Yes, you can do this by obtaining a PAC code from your old / existing network and providing it to your new network. Unfortunately you will have to do this directly with the networks.

Delivery

Your phone will be delivered by courier (DPD) and will be packaged in a DPD Bag, a brown box and include your order inside. You or another member of your household do need to be at home in order to accept the delivery as DPD will take a photo of the parcel when it arrives.

If you are not at home DPD will leave a calling card (with contact details) and reattempt the following working day. If your second delivery is missed, your order will be returned to your nearest DPD depot and held for up to 72 hours. You can get in touch with DPD online or by calling 0121 275 0500 to rearrange your delivery.

If you are not in on the day of your delivery you are able to update your delivery date or upgrade your delivery by visiting the DPD website, logging into the DPD App or calling DPD on 0121 275 0500. Please be aware that as you have ordered a mobile phone, options such as: Leave with Neighbour, Leave in a Safe Place or DPD Pick Up Shop will not be made available to you. 

Unfortunately, due to security measures we have in place you are not able to change your delivery address if you are taking out a new contract with Metrofone, in some cases we are able to change the address for existing customers who are upgrading with us.

In the unlikely event that you have not received your delivery and the tracking has not been updated please contact us by visiting the contact us page as we may need to contact DPD to obtain more information for you. 

We use DPD's premium next day delivery service which requires a signature on arrival. If you are not going to be home DPD will leave you a consignment card and you are able to pick up your item from your nearest collection point, or alternatively rearrange delivery.

Order Time:Expected Delivery:
Monday to Thursday before 9pm*Next Day
Friday before 5.30pm*Next Day
Saturday before 2pm*Sunday
Sunday before 5.00pm*Next Day

*Subject to successful network and / or identity checks and stock. Excludes bank holidays. For more information on weekend and bank holiday deliveries please see our FAQs


If your order has been placed over a Bank Holiday weekend, you can except delivery of your order, if accepted, on the following working day which is usually on a Tuesday. Unfortunately, DPD are not able to deliver your phone on a Bank Holiday. 

Refunds & Pending Transactions

If your order has been cancelled prior to shipment the upfront cost is a pending transaction with your bank, this transaction would have since been cancelled and the bank should be processing this back into your available balance, this usually takes 3 to 5 working days but can take between 8 to 30 days if you are with an online bank.

Online banks work differently to your everyday high street bank, and therefore any refunds or pending transactions may take longer to appear back in your available balance, typically up to 30 days. Don’t worry though, you can contact the bank to query this with them and they should be able to provide more information to you.

If you have returned your device you will receive a full refund of any monies paid 3 to 5 days after the confirmation of your contract being cancelled. 

As per our terms and conditions the £2.50 shadow payment is to verify the card you are using and is returned to you.

You can expect this back in your available balance 3 to 5 days from the date of the transaction, as this is a pending transaction you may not see this appear on your bank statement as coming back to you.

Redemption Cashback

If your deal included a cashback by redemption it will show in the order summary of your order emails. You will need to claim your cash back at different stages throughout the initial tenure of your airtime agreement.

Claiming this is easy! To simply claim login to the account section of the website and click ‘Claim Cashback’. This will take you to a simple form to fill in and submit your claim.



For 24 Month Contracts

You will need to claim your cashback in stages throughout the airtime agreement of your contract. For 24 month contracts your cashback is claimable in five instalments. You need to claim in billing months 6, 9, 12, 15 and 18 of your airtime agreement. You must claim within 60 days of your bill date.

For example if you are connected on 1st January then your first bill date will be in January. Your sixth bill date and your first claim will be in June. When you receive your sixth bill, you will need to upload this and submit your claim, via the account section of the website, within 60 days of the date on the bill.

For 12 Month Contracts

You will need to claim your cashback in stages throughout the airtime agreement of your contract. For 12 month contracts your cashback is claimable in five instalments. You need to claim in billing months 3, 5, 7, 9 and 12 of your airtime agreement. You must claim within 60 days of your bill date.

For example if you are connected on 1st January then your first bill date will be in January. Your third bill date and your first claim will be in March. When you receive your third bill, you will need to upload this and submit your claim, via the account section of the website, within 60 days of the date on the bill.

We aim to process all cashback claims within 21 days and pay all successful claims within 28 days via BACS. Claims will be paid into the bank account you provided at the time of ordering.

Claims may be rejected if:

  • You are not claiming within your claim period
  • You have been disconnected from the network
  • You have changed your tariff with the network
  • You have provided the incorrect order number or Date of Birth when submitting your claim
  • The customers name on the bill does not match the name on the original order
  • The copy of the bill you submit is not on the same network as the network ordered on your original order

You will need to upload the first page of your network airtime bill (or a copy of) which shows:

  • The name of the customer (must match the name we have on your original order)
  • Your mobile phone number
  • The bill value
  • The bill date
We would first advise you to try Resetting your password for your account by clicking on ‘Forgot Your Password?’ when you attempt to login. If you are still having issues, contact our Customer Service team by visiting our contact us page and they will be able to assist you with other ways you can claim.

Faulty Products

If your phone has very unfortunately developed a fault we are always on hand to help! In these cases we would offer for you to send your phone to us for testing and process an exchange for you, to start this process please reach out to our Customer Service Team by visiting the contact us page.

If your phone develops or arrives with a fault you have 30 days to report this to us.

We would always look to replace your phone for you however this does vary case by case and we will inform you if any repairs need to be completed.

We aim to process your return as soon as possible after receipt of the device at our return warehouse, typically we aim to complete a screening of your device within 48 hours and ship a replacement to you for next day delivery following this if approved. 

Exchanges

In most cases you should be able to change the device you have purchased within your 14 day cooling off period, please bare in mind that an additional credit check may be required in order for us to complete this change for you. You can talk to our friendly Customer Service Team by visiting our contact us page to discuss your options.

You have 14 days to change your phone if you have changed your mind and 30 days if it becomes or arrives faulty. 

In order to exchange your phone please reach out to us by visiting our contact us page, they will be able to assist you with the exchange process and provide any necessary information to you.

If you are exchanging your device you may still incur line rental charges during the process as the line does remain connected during this time.

We aim to process your return as soon as possible after receipt of the device at our return warehouse, typically we aim to complete a screening of your device within 48 hours and ship a replacement to you for next day delivery following this if approved. 

Returns

In order to return your phone please reach out to our Customer Service Team by visiting our contact us page, they will be able to assist you with the returns process and provide any necessary information to you.

You have 14 days from the date of delivery of your phone if you have changed your mind and 30 days from delivery if the product you have received is faulty.

If you are returning your device you may still incur line rental charges during the cancellation process as the line does remain connected during this time.

We unfortunately do not offer a pre-paid label for you to return your device. 

We aim to process your return as soon as possible after receipt of the device at our return warehouse, typically we aim to complete a screening of your device within 48 hours and if approved the cancellation process with your chosen network provider may take up to 72 hours to complete.

If you no longer wish to complete your return then please do reach out to us by visiting our contact us page to give us the good news!


You will still be able to retain your existing number if you have moved this during the 14 day cooling off period, we will ask this of you as part of our returns process when you give us a call. Please ensure you do not request a PAC Code directly from the network provider during this time as you may incur Early Termination Costs. 

Promotions and Offers

Offer Details

1. Customers must order a Sony Xperia 1 III either Sim Free or on a qualifying Contract

2. Customers will receive the gift at the same time the handset is delivered

THE PROMOTION

Order a Sony Xperia 1 III from Metrofone From 01.03.2022

OFFER

Participants who order a new Sony Xperia 1 III either SIM free or with a monthly contract basis, in-store, online or call centre sales, from Metrofone

Full Terms and Conditions

1. This Offer is open to residents of the United Kingdom, aged 18 and over only, not employees or their immediate families of the Promoter, its agents, or anyone professionally connected to the Offer. Purchase and Internet access required. Keep receipt or online confirmation.

2. To participate in this Offer you (hereinafter “you” or the “Participant”) need to purchase an Xperia™ 1 III from www.metrofone.co.uk during the Promotion Period

3. Having purchased a Qualifying Device during the Promotion Period, one pair of Sony WH-1000XM3 Headphones will be despatched with the handset in accordance with these terms and conditions.

4. This offer runs from 00:00:01 01.03.2022 (or whilst stocks last)

5. If you return your Qualifying Device because of a change of mind, your order will be invalidated, and you will need to return the Headphones under this Offer.

6. If the Headphones are not returned you will be charged for the full value

7. If the Headphones are returned but are damaged or opened, you will be charged for the full value.

8. Headphones will be sent to the delivery address provided as part of your handset order

9. You are only eligible for one pair of Headphones per Qualifying Device.

10. Metrofone terms apply when purchasing a Qualifying Device, please visit www.metrofone.co.uk for further details of the applicable terms.

11. Owing to circumstances outside the reasonable control of the Promoter, and only where circumstances make this unavoidable, the Promoter reserves the right to withdraw or amend the offer at any time but will use all endeavours to minimise the effect to the consumer in order to avoid disappointment.

12. The Headphones can’t be exchanged and there is no cash or other reward available, except owing to circumstances outside the reasonable control of the Promoter, the Promoter reserves the right to substitute one pair of Headphones for a suitable alternative of equal or greater value.

13. You are responsible for any costs or expenses incurred as a result of participation in the Offer including without limitation the purchase of a Qualifying Device including accessing the internet if applicable. Costs to participate in the offer via the internet may vary so please check with your local service provider for current charges.

14. All cases of Headphones being damaged upon receipt must be reported to the Promoter within 24 hours. The Headphones are supplied with a warranty from the manufacturer. It is your responsibility to contact the manufacturer or visit the manufacturer's website in order to register your Headphones for the full manufacturer’s warranty. No other warranty is provided.

15. Any personal information, including, without limitation, your name, age, address (including postcode), mobile phone number and/or email address will be used solely in connection with this Offer and will not be disclosed to any third party except for the purpose of this Offer (including subsequent promotions as stated in these Terms and Conditions) or fulfilling the Headphones where applicable.

16. The Promoter will not be responsible for any failed connection by your attempt to access the website required for entry for whatever reason.

17. The Promoter and its associated agencies and companies will not be liable for any loss (including, without limitation, indirect, special or consequential loss or loss of profits), expense or damage which is suffered or sustained (whether or not arising from any person’s negligence) in connection with this promotion or accepting or using the prize/gift, except for any liability which cannot be excluded by law (including personal injury, death and fraud) in which case that liability is limited to the minimum allowable by law.

18. If any of these clauses should be determined to be illegal, invalid or otherwise unenforceable then it shall be severed and deleted from these terms and conditions and the remaining clauses shall survive and remain in full force and effect.

19. These terms and conditions shall be governed by and construed in accordance with the laws of England and subject to the exclusive jurisdiction of the courts of England and Wales.


Offer Details

1. Customers must order a Sony Xperia 5 III either Sim Free or on a qualifying Contract

2. Customers will receive the gift at the same time the handset is delivered

THE PROMOTION

Order a Sony Xperia 5 III from Metrofone either Sim Free or on a qualifying Contract

OFFER

Participants who order a new Sony Xperia 5 III either SIM free or with a monthly contract basis, in-store, online or call centre sales, from metrofone

Full Terms and Conditions

1. This Offer is open to residents of the United Kingdom, aged 18 and over only, not employees or their immediate families of the Promoter, its agents, or anyone professionally connected to the Offer. Purchase and Internet access required. Keep receipt or online confirmation.

2. To participate in this Offer you (hereinafter “you” or the “Participant”) need to purchase an Xperia™ 5 III from www.metrofone.co.uk during the Promotion Period

3. Having purchased a Qualifying Device during the Promotion Period, one pair of Sony WH-H910N Headphones will be despatched with the handset in accordance with these terms and conditions.

4. This offer runs whilst stocks last

5. If you return your Qualifying Device because of a change of mind, your order will be invalidated, and you will need to return the Headphones under this Offer.

6. If the Headphones are not returned you will be charged for the full value

7. If the Headphones are returned but are damaged or opened, you will be charged for the full value.

8. Headphones will be sent to the delivery address provided as part of your handset order

9. You are only eligible for one pair of Headphones per Qualifying Device.

10. metrofone terms apply when purchasing a Qualifying Device, please visit www.metrofone.co.uk for further details of the applicable terms.

11. Owing to circumstances outside the reasonable control of the Promoter, and only where circumstances make this unavoidable, the Promoter reserves the right to withdraw or amend the offer at any time but will use all endeavours to minimise the effect to the consumer in order to avoid disappointment.

12. The Headphones can’t be exchanged and there is no cash or other reward available, except owing to circumstances outside the reasonable control of the Promoter, the Promoter reserves the right to substitute one pair of Headphones for a suitable alternative of equal or greater value.

13. You are responsible for any costs or expenses incurred as a result of participation in the Offer including without limitation the purchase of a Qualifying Device including accessing the internet if applicable. Costs to participate in the offer via the internet may vary so please check with your local service provider for current charges.

14. All cases of Headphones being damaged upon receipt must be reported to the Promoter within 24 hours. The Headphones are supplied with a warranty from the manufacturer. It is your responsibility to contact the manufacturer or visit the manufacturer's website in order to register your Headphones for the full manufacturer’s warranty. No other warranty is provided.

15. Any personal information, including, without limitation, your name, age, address (including postcode), mobile phone number and/or email address will be used solely in connection with this Offer and will not be disclosed to any third party except for the purpose of this Offer (including subsequent promotions as stated in these Terms and Conditions) or fulfilling the Headphones where applicable.

16. The Promoter will not be responsible for any failed connection by your attempt to access the website required for entry for whatever reason.

17. The Promoter and its associated agencies and companies will not be liable for any loss (including, without limitation, indirect, special or consequential loss or loss of profits), expense or damage which is suffered or sustained (whether or not arising from any person’s negligence) in connection with this promotion or accepting or using the prize/gift, except for any liability which cannot be excluded by law (including personal injury, death and fraud) in which case that liability is limited to the minimum allowable by law.

18. If any of these clauses should be determined to be illegal, invalid or otherwise unenforceable then it shall be severed and deleted from these terms and conditions and the remaining clauses shall survive and remain in full force and effect.

19. These terms and conditions shall be governed by and construed in accordance with the laws of England and subject to the exclusive jurisdiction of the courts of England and Wales.

Participants agree to be bound by these terms and conditions (the “Terms and Conditions”). Any information or instructions published by the Promoter about the Promotion at www.OPPOstore.co.uk/claims form part of the Terms and Conditions.

The Promoter

1. The Promoter is Unumplus Limited, 7, Albert Buildings, 49 Queen Victoria Street, London, United Kingdom, EC4N 4SA (the “Promoter”).

Purchase Period

2. The Purchase Period will commence at 00:01 (UK) on 16th January 2023 and will close at 23:59 (UK) on the 13th February 2023 (‘Purchase Period’).

Purchase and a valid email address are necessary.

This Promotion is subject to the standard sale Terms and Conditions of Metrofone that cover the deposit and purchase of the Promotional Product.

Claim Period

3.The Claim Form found at www.OPPOstore.co.uk/claims will be open for claims from 00:01 (UK) on 16th January 2023 and will close at 23:59 (UK) on the 13th March 2023 (Claim Period)

Eligibility

4. To be eligible to participate in the Promotion you must be an individual that is a resident (aged 18 or over) in the United Kingdom, Isle of Man or Channel Islands (“Participant”).

5. Employees or agents of the Promoter that are involved in the operation of this Promotion or anyone professionally connected to this Promotion are not eligible to enter.

6. Network providers, retailers, distributors, resellers and any person who purchases a Promotional Product (defined below at Condition 6) for resale or otherwise not as the user of the Promotional Product, may not participate in this Promotion and are specifically excluded as a Participant.

7. This Promotion is not available in conjunction with any other OPPO offer or Gift with Purchase promotion.

Offer

8. Participants who purchase a new (i.e. not second hand, refurbished. ex-display or damaged box) OPPO FIND X5 (“Promotional Product”) from Metrofone in the UK, Isle of Man or Channel Islands (the “Territories”) either online or via telesales within the Purchase Period, and whom complete their order with the retailer, will be eligible to claim the associated Gift with Purchase as shown in the table below (“Gift with Purchase”) by redemption, subject to full compliance with the Terms and Conditions.

Promotional Product and corresponding Gift with Purchase


OPPO Find X5 OPPO Watch Free (Black) & Silicone Case (Black)


9. Purchases from auction websites (e.g. eBay) or from third party sellers on online retailers’ websites (e.g. Amazon Marketplace) or any other retailer that is not listed above in Table 1, are specifically excluded from this Promotion.

10. Gifts cannot be exchanged for cash or any other product. In the event of unforeseen circumstances, the Promoter may substitute a Gift with Purchase item of equal or greater value for the Gift with Purchase item. Where a Gift with Purchase item is offered in a particular colour or choice of colours, the Promoter reserves the right to provide an alternate colour option if required.

Claims

11. To claim, Participants must purchase a Promotional Product during the Purchase Period then visit www.OPPOstore.co.uk/claims and complete the online claim Form (a “Claim”) by completing the following steps:

• Upload a valid Proof of Purchase (receipt, order confirmation, order confirmation email, delivery note)

• Enter the date of purchase

• Enter their personal details (name, address, mobile number, email address)

• Enter the IMEI number of the new phone (in the case of dual SIM models, only IMEI No1 should be submitted)

12. Maximum one (1) Claim per eligible product. Maximum four (4) claims per household. Maximum one hundred (100) claims per business customer.

13. Participants will be sent an email to the email address used when making their Claim, immediately after submitting their Claim to confirm that their Claim has been received by the Promoter. If an email acknowledgement has not been received, it is the Participant’s responsibility, have checked the junk/spam folder of the email inbox, to contact the Promoter’s customer service team using the email address [email protected] within seven (7) days of a Claim being submitted. In the event that a Participant does not inform the Promoter within this time frame, the Promoter will reserve the right to not issue the Gift with Purchase.

14. Claim Validation will take up to 21-28 working days.

Once the claim has been validated and Metrofone has confirmed that the Promotional Product has not been returned, an email will be sent to the Participant advising that the Claim has been approved and the Gift With Purchase will be dispatched to the address shared in the Claim form within 14 days. (‘Claim Validation.’)

15. If a Claim is deemed to have been submitted incorrectly, the Participant will be notified via email and offered the opportunity to provide the required information within seven (7) days of submission. If no response is received within seven (7) days of the email, then the Claim shall be marked as invalid, and the Participant will no longer be eligible for the Gift With Purchase.

16. Claims that are incomplete, illegible, or damaged together with Claims which do not satisfy the requirements of these Terms and Conditions will be deemed invalid.

17. The Promotional Product will be delivered within fourteen (14) days of the Claim being validated and will only be sent to a registered UK, Isle of Man or Channel Islands address provided during the Claim.

18. The Promoter reserves the right at its absolute discretion to disqualify Claims which it considers do not comply with these Terms and Conditions.

19. The Promoter shall have the right, where necessary, to undertake all such action as is reasonable to protect itself against fraudulent or invalid Claims including, without limitation, to require further verification as to proof of purchase, as well as the identity, age and other relevant details of a Participant. The Promoter may refuse to award the Gift With Purchase in the event of any Participant’s fraud, dishonesty, breach, or non-entitlement under these Terms & Conditions or seek recovery of its value that has been awarded.

20. This Promotion may not be combined with any other promotion offered by the Promoter.

Privacy and Data Protection

21. The Promoter’s use of any personal information submitted by the Participant shall be limited to communications about the Promotion and future Promotional Activity operated by the Promoter. The Participant hereby consents to its personal information being used for this purpose and confirms that it agrees with the Promoter’s privacy policy available at: www.OPPO.com/en/privacy/.

22. Participants’ data shall not be passed to any third party other than for the purposes of administering this promotion.

General

23. The Promoter shall not be liable for any interruption to the Promotion whether due to force majeure or other factors beyond the Promoter’s control. Should an act, omission, event or circumstance occur which is beyond the reasonable control of the Promoter, and which prevents the Promoter from complying with these Terms & Conditions the Promoter will not be liable for any failure to perform or delay in performing its obligations.

24. In the event that the Promotion is not capable of running as planned for reasons including but not limited to tampering, unauthorised intervention, fraud, dishonesty, technical failures, or any other causes beyond the control of the Promoter which corrupt or affect the administration, security, fairness, integrity or proper conduct of this Promotion, the Promoter reserves the right to disqualify any individual who tampers with the entry process or does not comply with these Terms & Conditions and to cancel, modify or suspend the Promotion or invalidate any affected entries.

25. The Promoter will not be responsible or liable for: (a) any failure to receive submissions due to transmission failures and other conditions beyond its reasonable control; (b) any late, lost, misrouted, or damaged transmissions or Claims; (c) any computer or communications related malfunctions or failures; (d) any disruptions, losses or damages caused by events beyond the control of the Promoter; or (e) any printing or typographical errors in any materials associated with the Promotion.

26. Participants will be solely responsible for any and all applicable taxes and any other relevant costs or expenses which are not stated in the Terms and Conditions as being included.

27. The Promoter together with any associated agencies and companies will not be liable for any loss (including, without limitation, indirect, special or consequential loss or loss of profits), expense or damage which is suffered or sustained (whether or not arising from any person’s negligence) in connection with this Promotion or accepting or using a Gift with Purchase item except for any liability which cannot be excluded by law. Nothing will exclude the Promotor’s liability for death or personal injury as a result of its negligence.

28. If any provisions of these Terms & Conditions are judged to be invalid, illegal or unenforceable, this will not affect or impact the continuation in full force and effect the remainder of the provisions.

29. These Terms & Conditions are governed by English law and their interpretation and application will be subject to the exclusive jurisdiction of the courts of England and Wales.

Participants agree to be bound by these terms and conditions (the “Terms and Conditions”). Any information or instructions published by the Promoter about the Promotion at www.OPPOstore.co.uk/claims form part of the Terms and Conditions.

The Promoter

1. The Promoter is Unumplus Limited, 7, Albert Buildings, 49 Queen Victoria Street, London, United Kingdom, EC4N 4SA (the “Promoter”).

Purchase Period

2. The Purchase Period will commence at 00:01 (UK) on 16th January 2023 and will close at 23:59 (UK) on the 13th February 2023 (‘Purchase Period’).

Purchase and a valid email address are necessary.

This Promotion is subject to the standard sale Terms and Conditions of fonehouse that cover the deposit and purchase of the Promotional Product.

Claim Period

3.The Claim Form found at www.OPPOstore.co.uk/claims will be open for claims from 00:01 (UK) on 16th January 2023 and will close at 23:59 (UK) on the 13th March 2023 (Claim Period)

Eligibility

4. To be eligible to participate in the Promotion you must be an individual that is a resident (aged 18 or over) in the United Kingdom, Isle of Man or Channel Islands (“Participant”).

5. Employees or agents of the Promoter that are involved in the operation of this Promotion or anyone professionally connected to this Promotion are not eligible to enter.

6. Network providers, retailers, distributors, resellers and any person who purchases a Promotional Product (defined below at Condition 6) for resale or otherwise not as the user of the Promotional Product, may not participate in this Promotion and are specifically excluded as a Participant.

7. This Promotion is not available in conjunction with any other OPPO offer or Gift with Purchase promotion.

Offer

8. Participants who purchase a new (i.e. not second hand, refurbished. ex-display or damaged box) OPPO Find X5 Lite (“Promotional Product”) from Metrofone in the UK, Isle of Man or Channel Islands (the “Territories”) either online, in-store or via telesales within the Purchase Period, and whom complete their order with the retailer, will be eligible to claim the associated Gift with Purchase as shown in Table 2 below (“Gift with Purchase”) by redemption, subject to full compliance with the Terms and Conditions.

Promotional Product and corresponding Gift with Purchase


OPPO Find X5 LiteOPPO ENCO FREE2 & Black/ Blue Silicone Case (Black or Blue colour will be provided at random)


9. Purchases from auction websites (e.g. eBay) or from third party sellers on online retailers’ websites (e.g. Amazon Marketplace) or any other retailer that is not listed above in Table 1, are specifically excluded from this Promotion.

10. Gifts cannot be exchanged for cash or any other product. In the event of unforeseen circumstances, the Promoter may substitute a Gift with Purchase item of equal or greater value for the Gift with Purchase item. Where a Gift with Purchase item is offered in a particular colour or choice of colours, the Promoter reserves the right to provide an alternate colour option if required.

Claims

11. To claim, Participants must purchase a Promotional Product during the Purchase Period then visit www.OPPOstore.co.uk/claims and complete the online claim Form (a “Claim”) by completing the following steps:

• Upload a valid Proof of Purchase (receipt, order confirmation, order confirmation email, delivery note)

• Enter the date of purchase

• Enter their personal details (name, address, mobile number, email address)

• Enter the IMEI number of the new phone (in the case of dual SIM models, only IMEI No1 should be submitted)

12. Maximum one (1) Claim per eligible product. Maximum four (4) claims per household. Maximum one hundred (100) claims per business customer.

13. Participants will be sent an email to the email address used when making their Claim, immediately after submitting their Claim to confirm that their Claim has been received by the Promoter. If an email acknowledgement has not been received, it is the Participant’s responsibility, have checked the junk/spam folder of the email inbox, to contact the Promoter’s customer service team using the email address [email protected] within seven (7) days of a Claim being submitted. In the event that a Participant does not inform the Promoter within this time frame, the Promoter will reserve the right to not issue the Gift with Purchase.

14. Claim Validation will take up to 21-28 working days.

Once the claim has been validated and Metrofone has confirmed that the Promotional Product has not been returned, an email will be sent to the Participant advising that the Claim has been approved and the Gift With Purchase will be dispatched to the address shared in the Claim form within 14 days. (‘Claim Validation.’)

15. If a Claim is deemed to have been submitted incorrectly, the Participant will be notified via email and offered the opportunity to provide the required information within seven (7) days of submission. If no response is received within seven (7) days of the email, then the Claim shall be marked as invalid, and the Participant will no longer be eligible for the Gift With Purchase.

16. Claims that are incomplete, illegible, or damaged together with Claims which do not satisfy the requirements of these Terms and Conditions will be deemed invalid.

17. The Promotional Product will be delivered within fourteen (14) days of the Claim being validated and will only be sent to a registered UK, Isle of Man or Channel Islands address provided during the Claim.

18. The Promoter reserves the right at its absolute discretion to disqualify Claims which it considers do not comply with these Terms and Conditions.

19. The Promoter shall have the right, where necessary, to undertake all such action as is reasonable to protect itself against fraudulent or invalid Claims including, without limitation, to require further verification as to proof of purchase, as well as the identity, age and other relevant details of a Participant. The Promoter may refuse to award the Gift With Purchase in the event of any Participant’s fraud, dishonesty, breach, or non-entitlement under these Terms & Conditions or seek recovery of its value that has been awarded.

20. This Promotion may not be combined with any other promotion offered by the Promoter.

Privacy and Data Protection

21. The Promoter’s use of any personal information submitted by the Participant shall be limited to communications about the Promotion and future Promotional Activity operated by the Promoter. The Participant hereby consents to its personal information being used for this purpose and confirms that it agrees with the Promoter’s privacy policy available at: www.OPPO.com/en/privacy/.

22. Participants’ data shall not be passed to any third party other than for the purposes of administering this promotion.

General

23. The Promoter shall not be liable for any interruption to the Promotion whether due to force majeure or other factors beyond the Promoter’s control. Should an act, omission, event or circumstance occur which is beyond the reasonable control of the Promoter and which prevents the Promoter from complying with these Terms & Conditions the Promoter will not be liable for any failure to perform or delay in performing its obligations.

24. In the event that the Promotion is not capable of running as planned for reasons including but not limited to tampering, unauthorised intervention, fraud, dishonesty, technical failures, or any other causes beyond the control of the Promoter which corrupt or affect the administration, security, fairness, integrity or proper conduct of this Promotion, the Promoter reserves the right to disqualify any individual who tampers with the entry process or does not comply with these Terms & Conditions and to cancel, modify or suspend the Promotion or invalidate any affected entries.

25. The Promoter will not be responsible or liable for: (a) any failure to receive submissions due to transmission failures and other conditions beyond its reasonable control; (b) any late, lost, misrouted, or damaged transmissions or Claims; (c) any computer or communications related malfunctions or failures; (d) any disruptions, losses or damages caused by events beyond the control of the Promoter; or (e) any printing or typographical errors in any materials associated with the Promotion.

26. Participants will be solely responsible for any and all applicable taxes and any other relevant costs or expenses which are not stated in the Terms and Conditions as being included.

27. The Promoter together with any associated agencies and companies will not be liable for any loss (including, without limitation, indirect, special or consequential loss or loss of profits), expense or damage which is suffered or sustained (whether or not arising from any person’s negligence) in connection with this Promotion or accepting or using a Gift with Purchase item except for any liability which cannot be excluded by law. Nothing will exclude the Promotor’s liability for death or personal injury as a result of its negligence.

28. If any provisions of these Terms & Conditions are judged to be invalid, illegal or unenforceable, this will not affect or impact the continuation in full force and effect the remainder of the provisions.

29. These Terms & Conditions are governed by English law and their interpretation and application will be subject to the exclusive jurisdiction of the courts of England and Wales.


The Promoter

1. The Promoter is Unumplus Limited, 7, Albert Buildings, 49 Queen Victoria Street, London, United Kingdom, EC4N 4SA (the “Promoter”).

Purchase Period

2. The Purchase Period will commence at 00:01 (UK) on 15th February 2023 and will close at 23:59 (UK) on the 1st March 2023 (‘Purchase Period’).

Purchase and a valid email address are necessary.

This Promotion is subject to the standard sale Terms and Conditions of fonehouse that cover the deposit and purchase of the Promotional Product.

Claim Period

3.The Claim Form found at www.OPPOstore.co.uk/claims will be open for claims from 00:01 (UK) on 15th February 2023 and will close at 23:59 (UK) on the 29th March 2023 (Claim Period)

Eligibility

4. To be eligible to participate in the Promotion you must be an individual that is a resident (aged 18 or over) in the United Kingdom, Isle of Man or Channel Islands (“Participant”).

5. Employees or agents of the Promoter that are involved in the operation of this Promotion or anyone professionally connected to this Promotion are not eligible to enter.

6. Network providers, retailers, distributors, resellers and any person who purchases an Oppo Find N2 Flip (defined below at Condition 6) for resale or otherwise not as the user of the Promotional Product, may not participate in this Promotion and are specifically excluded as a Participant.

7. This Promotion is not available in conjunction with any other OPPO offer or Gift with Purchase promotion.

Offer

8. Participants who purchase a new (i.e. not second hand, refurbished. ex-display or damaged box) OPPO Find N2 Flip from Metrofone in the UK, Isle of Man or Channel Islands (the “Territories”) either online or via telesales within the Purchase Period, and whom complete their order with the retailer, will be eligible to claim the associated Gift with Purchase as shown in Table 2 below (“Gift with Purchase”) by redemption, subject to full compliance with the Terms and Conditions.

Table 2 – Promotional Product and corresponding Gift with Purchase

OPPO Find N2 Flip OPPO ENCO X2 (Black or White colour will be provided at random)

9. Purchases from auction websites (e.g. eBay) or from third party sellers on online retailers’ websites (e.g. Amazon Marketplace) or any other retailer that is not listed above in Table 1, are specifically excluded from this Promotion.

10. Gifts cannot be exchanged for cash or any other product. In the event of unforeseen circumstances, the Promoter may substitute a Gift with Purchase item of equal or greater value for the Gift with Purchase item. Where a Gift with Purchase item is offered in a particular colour or choice of colours, the Promoter reserves the right to provide an alternate colour option if required.

Claims

11. To claim, Participants must purchase a Oppo Find N2 Flip during the Purchase Period then visit www.OPPOstore.co.uk/claims and complete the online claim Form (a “Claim”) by completing the following steps:

• Upload a valid Proof of Purchase (receipt, order confirmation, order confirmation email, delivery note)

• Enter the date of purchase

• Enter their personal details (name, address, mobile number, email address)

• Enter the IMEI number of the new phone (in the case of dual SIM models, only IMEI No1 should be submitted)

12. Maximum one (1) Claim per eligible product. Maximum four (4) claims per household. Maximum one hundred (100) claims per business customer.

13. Participants will be sent an email to the email address used when making their Claim, immediately after submitting their Claim to confirm that their Claim has been received by the Promoter. If an email acknowledgement has not been received, it is the Participant’s responsibility, have checked the junk/spam folder of the email inbox, to contact the Promoter’s customer service team using the email address [email protected] within seven (7) days of a Claim being submitted. In the event that a Participant does not inform the Promoter within this time frame, the Promoter will reserve the right to not issue the Gift with Purchase.

14. Claim Validation will take up to 21-28 working days.

Once the claim has been validated and fonehouse has confirmed that the Promotional Product has not been returned, an email will be sent to the Participant advising that the Claim has been approved and the Gift With Purchase will be dispatched to the address shared in the Claim form within 14 days. (‘Claim Validation.’)

15. If a Claim is deemed to have been submitted incorrectly, the Participant will be notified via email and offered the opportunity to provide the required information within seven (7) days of submission. If no response is received within seven (7) days of the email, then the Claim shall be marked as invalid, and the Participant will no longer be eligible for the Gift With Purchase.

16. Claims that are incomplete, illegible, or damaged together with Claims which do not satisfy the requirements of these Terms and Conditions will be deemed invalid.

17. The Promotional Product will be delivered within fourteen (14) days of the Claim being validated and will only be sent to a registered UK, Isle of Man or Channel Islands address provided during the Claim.

18. The Promoter reserves the right at its absolute discretion to disqualify Claims which it considers do not comply with these Terms and Conditions.

19. The Promoter shall have the right, where necessary, to undertake all such action as is reasonable to protect itself against fraudulent or invalid Claims including, without limitation, to require further verification as to proof of purchase, as well as the identity, age and other relevant details of a Participant. The Promoter may refuse to award the Gift With Purchase in the event of any Participant’s fraud, dishonesty, breach, or non-entitlement under these Terms & Conditions or seek recovery of its value that has been awarded.

20. This Promotion may not be combined with any other promotion offered by the Promoter.

Privacy and Data Protection

21. The Promoter’s use of any personal information submitted by the Participant shall be limited to communications about the Promotion and future Promotional Activity operated by the Promoter. The Participant hereby consents to its personal information being used for this purpose and confirms that it agrees with the Promoter’s privacy policy available at: www.OPPO.com/en/privacy/.

22. Participants’ data shall not be passed to any third party other than for the purposes of administering this promotion.

General

23. The Promoter shall not be liable for any interruption to the Promotion whether due to force majeure or other factors beyond the Promoter’s control. Should an act, omission, event or circumstance occur which is beyond the reasonable control of the Promoter and which prevents the Promoter from complying with these Terms & Conditions the Promoter will not be liable for any failure to perform or delay in performing its obligations.

24. In the event that the Promotion is not capable of running as planned for reasons including but not limited to tampering, unauthorised intervention, fraud, dishonesty, technical failures, or any other causes beyond the control of the Promoter which corrupt or affect the administration, security, fairness, integrity or proper conduct of this Promotion, the Promoter reserves the right to disqualify any individual who tampers with the entry process or does not comply with these Terms & Conditions and to cancel, modify or suspend the Promotion or invalidate any affected entries.

25. The Promoter will not be responsible or liable for: (a) any failure to receive submissions due to transmission failures and other conditions beyond its reasonable control; (b) any late, lost, misrouted, or damaged transmissions or Claims; (c) any computer or communications related malfunctions or failures; (d) any disruptions, losses or damages caused by events beyond the control of the Promoter; or (e) any printing or typographical errors in any materials associated with the Promotion.

26. Participants will be solely responsible for any and all applicable taxes and any other relevant costs or expenses which are not stated in the Terms and Conditions as being included.

27. The Promoter together with any associated agencies and companies will not be liable for any loss (including, without limitation, indirect, special or consequential loss or loss of profits), expense or damage which is suffered or sustained (whether or not arising from any person’s negligence) in connection with this Promotion or accepting or using a Gift with Purchase item except for any liability which cannot be excluded by law. Nothing will exclude the Promotor’s liability for death or personal injury as a result of its negligence.

28. If any provisions of these Terms & Conditions are judged to be invalid, illegal or unenforceable, this will not affect or impact the continuation in full force and effect the remainder of the provisions.

29. These Terms & Conditions are governed by English law and their interpretation and application will be subject to the exclusive jurisdiction of the courts of England and Wales.


Other Order FAQs

You can get an update on your order by checking the status when you log into your Metrofone Account, this is the quickest and easiest way to do so.

We endeavour to ensure that all our phones are delivered to you in a timely manner, however if your phone does go out of stock, we advise customer to check the device they have ordered on our website where we provide information on the expected delivery date of your phone.

The proof of purchase of your order is the final email you receive that confirms the phone you have ordered, your IMEI and the phone number for your contract.

If you have placed an order but have not received an email we would first advise to check your Spam or Junk folder, if you still are not able to find the email please reach out to us by visiting our contact us page contact us page so that we can try to locate your order for you. 

Trade Ins

A Trade In is where you sell your old phone for cash. We've partnered with Fonehouse Services Ltd to provide this service. Depending on the condition of your old phone, you'll get paid on the same day we receive your old phone.

We've made it really easy for you to buy a new phone AND sell us your old phone at the same time. Once you have added a new phone and network to your basket, simply use our trade in tool in the basket to see a quote for your old phone. If your happy with the price, simply add this to your basket.

Once you have successfully placed your order with us, we'll get to work with your network application. If your network application is accepted you can go ahead and send us your phone using the option you chose within check out.

You can send your device to us in one of two ways, either by printing a label or by us sending you a free pack! If you decide to trade in alongside a phone order you will be sent a trade in pack a few days after the delivery of your new phone.

Before you send your device to us make sure to factory reset it and ensure you remove any personal data.

If you have chosen for us to send you a free Trade In pack to post your phone to us, we will post this to you within 1 to 3 working days.

The same day that we have received and inspected your old phone. We'll use the bank details that you supplied in our checkout.

If your old phone does not match the condition we were expecting then we'll offer you revised quote via email. You can choose to accept or refuse this price. If you choose to decline, we'll simply return your old phone back to you.

If your application is declined, we will automatically cancel your trade in order to ensure we don’t leave you without a mobile phone. However, if you still wish to trade in your phone you can do so by setting up a new trade in on our website.

Yes, you can cancel your Trade In by visiting our contact us page and reaching out to our customer service team to complete this for you.

https://www.tauruscms.co.uk/website/faqhttps://www.tauruscms.co.uk/website/faqIn the event that you require assistance with your Trade In please visit our contact us page where you will be able to reach out to our Customer Service team. 

Contact Us

We are always happy to help our customers.

If you have a query regarding an existing order please connect to us via Live Chat where one of our Customer Service Team will be happy to assist you, do have your order number ready as this will help us to deal with your request more efficiently, alternatively email us at [email protected]

Alternatively to place an order or get more information on specific deal contact us on 0333 900 1144 and select Option 1. Please be aware our Sales Team will not be able to assist with queries regarding existing orders.

Customer Service

Monday - Thursday
09:00 - 18:00
Friday
10:00 - 18:00
Saturday- Live Chat
09:00 - 17:30
Sunday
Closed

Sales Hotline

Monday - Thursday
09:00 - 18:00
Friday
10:00 - 18:00
Saturday
09:00 - 17:30
Sunday
Closed

Contact Address

Unit 5, The E-Centre, Easthampsted Road, Bracknell, Berkshire, RG12 1NF

Please note: This is not our returns address. Any handsets that get returned to this address will be returned to sender. Please click here for returns information.

Accepted Payment Methods
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Need help with your order? 0333 900 1144