Royalmail: www.royalmail.co.uk
Customer service: 0845 77 40 740

  I have changed my mind and now prefer a different mobile phone?

Once you have used the mobile phone or you are outside the peace of mind guarantee we can no longer change your package.

  I am missing an item?

Have you received a letter confirming that the item is out of stock? If so please allow the specified time for the item to be delivered.If you have not received an out of stock letter. (please quote your name, mobile number & home postcode. We will try to contact you within 48 hours of receiving your email)

  I have just received my package but cannot locate the sim?

The SIM card is usually located either in the network welcome pack, or in an envelope down the side of the phone box. Please search the entire package for the SIM card prior to contacting us. If you still cannot locate the SIM card, you can inform us by filling in a query form through our 'contact us' section.

  I have a faulty accessory?

If the accessory you received from us is faulty, you can inform us by logging a query form through our ‘contact us’ section.

  I ordered a bluetooth headset/memory card as part of my package and it has not arrived?

Please check your invoice to see if the item is listed. If the item is not listed, you have not been charged for the item and will need to order one separately. If the item is listed and you have not received it, please contact us by email quoting your full name, mobile number & home postcode. We will try to contact you within 48 hours of receiving your email.

  I wish to return my bluetooth headset/ memory card for a refund?

In order to return the memory card or bluetooth headset for a refund, you need to return it to us within the 7 working day peace of mind guarantee to the following address: Please include a cover note with your name, postcode and if possible, your reference number to:
Fones 2 go Accessory Return department

The refund will be processed within 5 – 7 working days of receipt.

Cancellations/Returns

 Returns procedure

We can only accept back phones or accessories when the item has not been used and in the correct packaging or accessories are returned in their original condition.

If you do return a phone that has been used, we will return it to you and no refund or exchange will be offered.

To return your phone, complete the Returns Authorisation form that you received with your phone. Failure to complete and return the form will delay the disconnection process.

Parcel up and securely seal the entire phone package in its original condition. The package must be received within 7 working days of the purchase date.

The phone must be returned by Special Delivery as it covers the total value of the mobile phone package, which is approximately £250. If you do not return the phone by Special Delivery and we do not receive it, we will be unable to cancel you order and you will be liable for the cost.

Please note:

  I have placed an order for a new phone and want to cancel it

Please contact us immediatley so we can check the status of your order.

If the phone has already been despatched please see “Returns Procedure” and follow the instructions for returning the phone.

If the phone hasn’t been despatched please call our customer service team on 01792 566345 to discuss your order. Please note that our opening hours are Monday to Friday 9am to 6pm and Saturday to Sunday 9am to 2pm

  I have q question for the network i have but don't have a number?

To contact your mobile phone sevice provider directly the following information is below for you to do so

                         Network contact details:

          ORANGE - 0800 801 080 or 150 from your mobile phone (free)

          O2 - 0870 5860860 or 100 from your mobile phone (free)

          T-MOBILE - 0845 412 5000 or 150 from your mobile phone (free)

          THREE - 08707 330 333 or 333 from your mobile phone (free)
  VIRGIN - 0845 600 0789 or 789 from your mobile phone (free)

          VODAFONE - 08700 700191 or 191 from your mobile phone (free)





   Insurance policy cancellation

You can cancel your insurance at anytime during the first month of free cover thereafter you need to give your insurance provider 30 days notice if insured with Allianz Insurance plc or cancellation will take immediate effect if your insurance provider is with Policy Administration Services Limited.

You can find out your insurance by checking your original paperwork, or you can contact us with your reference number -  select the phone and then “Yes insured”.

If you placed your order after 1 March 2008 you will need to advise Policy Administration Services Limited, by contacting them on 0844 871 0506.

If you are insured with Allianz you will need to give your notice in writing to:

Allianz Insurance Schemes
6 Vale Avenue
Tunbridge Wells
Kent
TN1 1EH





1) General

The following are the terms and conditions (called "these Terms") for the supply of goods and services by us. We may change these Terms from time to time without notice to you. However, any changes will only apply to any orders received after the change.

We intend to rely upon these Terms. If you want to change them, please make sure you ask for any changes to be put in writing before you place your order. This is to avoid any misunderstandings as to what we and you are expected to do. It is important that you read and understand these Terms before ordering from us. If there is any term that you do not understand please notify our Customer Care Department before ordering from us.

Our offers will have specific terms which are applicable to them and these will be explained to you by phone or on our website at the relevant page.

You must be over 18 to order any products from us. We only accept orders from you if you are resident in the United Kingdom. By ordering from us you confirm that you are over 18 and in the United Kingdom. Delivery can only be made to addresses in the United Kingdom.

The benefit of any contract entered into with us is personal to you and only you can enforce the contractual terms.

2) Supply of mobile phones

Unless we have specifically agreed to sell you a phone on a handset only basis we only agree to sell or supply a phone to you on the basis that you enter into an airtime agreement to connect the phone we supply to an airtime provider for a minimum period of 12 months on the particular network and tariff that is associated with the phone. If there is a connection fee and/or a delivery charge, you must also pay that. The reason we insist on this is because mobile phones typically are worth several hundred pounds and we can only sell or supply a phone either free or for a price far below what the phone is worth (depending on the model or offer) if you also enter into such an airtime agreement. Your contract for airtime is not with us but is with a separate airtime provider.

If we deliver a phone to you (other than a handset only phone) and you do not enter into the associated airtime agreement or you cancel your agreement AND do not return the phone to us (or where permitted under paragraph 10 do not enable us to collect it) we will charge you the retail price of the handset only phone. Our price list is on the website or available on request.

PLEASE NOTE THAT IN ORDER TO USE A HANDSET ONLY PHONE YOU WILL NEED TO HAVE YOUR OWN SIM CARD AND MAKE SEPARATE ARRANGEMENTS FOR AIRTIME.

The phone and any other goods we deliver to you become your responsibility once they are delivered to you.

3) Ordering from us

The details on our websites or in our advertisements or contained in our marketing materials and activities are not offers that you can accept. All orders for phones other than for a handset only phone are subject to you passing any status and credit checks required by the airtime provider. Where you are paying any money for the goods, all orders are subject to obtaining payment authorisation from your credit or debit card provider. We will let you know if you do not pass these checks or if we do not obtain such authorisations.

Please note that any automated reply or acknowledgement of your order that you may receive from us by email is not an acceptance of your order. The contract between us is made when we despatch the goods to you. If you have ordered through our website, we will send you an email confirming this. Only the goods stated on that email will be included in the contract.

Prior to entering the contract, we will be under no obligation to supply you with the mobile phone or other goods or services you have ordered.

We reserve the right to refuse or reject any order to obtain any goods or services at any time.

To purchase from us, you will need to use a credit, debit or charge card. If you order by our website, you will also need an e-mail address as we will use this to contact you. It is your responsibility to verify that your mailbox is in proper working order and you must assume the risk of all consequences for transmission or operational failures.

In order to obtain a phone from us unless it is a handset only phone, it is necessary to pay your monthly payments to the airtime provider by direct debit. We will arrange for this to be set up automatically for you and details will be confirmed to you by your airtime provider in writing soon after connection together with confirmation of when your first and ongoing payments will be taken. If there is a change to the date, amount or frequency of your direct debit, you will be given 10 working days' notice before any money is debited from your account. In the unlikely event of an error, you are entitled to an immediate refund from your bank. You have the right to cancel the direct debit at any time. This guarantee is offered by all banks and building societies that take part in the direct debit scheme. However you should be aware that airtime agreements usually require payments to be made by direct debit and you may be in breach of your airtime agreement if you cancel a direct debit or request a refund. A copy of the safeguards will be sent to you with your confirmation letter within a few days of connection.

If you order insurance through us the insurance company will require a direct debit for any insurance premiums. We will arrange for this to be set up automatically for you and details will be confirmed to you by the insurer in writing soon after connection together with confirmation of when your first and ongoing payments will be taken. If there is a change to the date, amount or frequency of your direct debit, you will be given 10 working days' notice before any money is debited from your account. In the unlikely event of an error, you are entitled to an immediate refund from your bank. You have the right to cancel the direct debit at any time. This guarantee is offered by all banks and building societies that take part in the direct debit scheme. However you should be aware that your insurance may cease if you cancel a direct debit or request a refund. A copy of the safeguards will be sent to you with your confirmation letter within a few days of connection.

Once you are connected to your airtime provider, your first bill may not be for a complete month. The exact period will depend on the particular billing cycle that the airtime provider operates. We do not have any control over this but it does mean that any free minutes and/or free messages are pro rated from connection up until the date of your first bill. We recommend that you check this with your airtime provider upon receipt of the phone. Your airtime provider's telephone number is included with the paperwork that will be sent to you with your phone.

4) Price

If you have agreed to pay for the phone or any goods during a telephone call with us, the price will be the price that we tell you during our telephone call. If you order from our website (unless we have made an error) the price will be the price quoted on the online order form.

Occasionally we may make a mistake in the price quoted on our website or in an advertisement and if we have made such an error, then we will inform you of this as soon as we become aware of it and will tell you the correct price and ask you if you still wish to place a new order with us. If we have not heard back from you within 10 days, then we will assume that you did not want to place a new order and we will give you a full refund if you have already paid.

We reserve the right to cancel the contract between us if one or more of the goods you ordered were listed at an incorrect price due to a typographical error or because of an error in our website. If we do cancel your contract in such circumstances, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

By ordering from us, you agree that we are authorised to charge your credit, debit or charge card with the amount shown on the online order form or the amount we agree with you over the phone.

FREE £5 High street voucher

For each sucessful order from fones-2-go.co.uk between the 1st January 2009 and 1st april 2009 you will receive a £5 gift voucher to spend  at Gamestation

Your unique voucher code will be emailed to you within 7 days of your order being dispatched from our warehouse.

The voucher is only redeemable at participating high street stores and thier websites and all vouchers will be valid until 30 April 2009. Only one voucher may be used per purchase.

*Only orders that are dispatched from our warehouse will qualify for the gift voucher.