Cashback
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How do I claim my cashback?
Please select the appropriate option below.
Phone purchased on or after 1st April 2008.
For a 12 month contract:
For Gift value of £50 or less we require the bill you receive in your 6th and 8th month and to arrive with us within 60 days of the date stated on the monthly bill.
i.e. if you purchased on the 1st of April 2008, you need to send in a bill that is dated within September 2008, your claim window is 60 days from the date of that bill.
For Gift value of £100 we require the bill you receive in your 6th, 8th and 10th month and to arrive with us within 60 days of the date stated on the monthly bill.
For Gift value over £100 we require the bill you receive in your 6th, 8th, 10th and 12th month and to arrive with us within 60 days of the date stated on the monthly bill. (we accept photocopies)
For an 18 month contract:
For Gift value of £50 or less we require the bill you receive in your 6th and 9th month and to arrive with us within 60 days of the date stated on the monthly bill.
i.e. if you purchased on the 1st of April 2008, you need to send in a bill that is dated within September 2008, your claim window is 60 days from the date of that bill.
For Gift value of £100 we require the bill you receive in your 6th, 9th and 12th month and to arrive with us within 60 days of the date stated on the monthly bill.
For Gift value over £100 we require the bill you receive in your 6th, 9th, 12th, 15th and 18th month and to arrive with us within 60 days of the date stated on the monthly bill. (we accept photocopies)
Securely attach the appropriate cashback vouchers 1, 2, 3, 4 or 5. These cashback vouchers can be found in your Welcome Pack and send to the following address.
Cashback Claims
Admail ADM4118
Loughborough
LE11 1YX
Please be aware this address has recently changed however Royal mail will redirect all mail from previous addresses
Phone purchased before the 31st March 2008
You have 60 days from the date the claim period began to send in the latest bill.
- i.e If you connected on the 7th September the first claim is worked out by counting 6 calendar months from the date of connection.
- So the claim for month 6 begins the 7th March and lasts for 60 days. (this is worked out counting October, November, December, January, February, MARCH)
For a 12 month contract - (we accept photocopies)
For a Gift value of £50 or less we require your 6th and 8th monthly bill
For a Gift value over £100 we require your 6th, 8th, 10th and 12th monthly bill
For an 18 month contract - (we accept photocopies)
For a Gift value of £50 or less we require your 6th and 9th monthly bill
For a Gift value of £100 we require your 6th, 8th, 10th and 12th monthly bill
For a Gift value over £100 we require your 6th, 8th, 10th, 12th, 15th and 18th monthly bill
Securely attach the appropriate cashback vouchers 1, 2, 3, 4 or 5. These cashback vouchers can be found in your Welcome Pack and send to the following address.
Cashback Claims
Admail ADM4118
Loughborough
LE11 1YX
Please be aware this address has recently changed however Royal mail will redirect all mail from previous addresses
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If you sent it by recorded delivery please check Royal Mail website to see if it was delivered - if so your cheque will be issued after 21 days - if it has passed 21 days please contact customer services.
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Free Gifts
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You will qualify to receive your free gift 28 days after connection providing all the terms and conditions are complied with. Please allow time for your free gift to be sent to you, as this can take up to 90 days and is subject to stock availability.
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All the items that form part of your offer will be listed on your invoice, this includes cashback scheme, gifts or additional accessories.
If the items listed on your invoice were due to be delivered at the same time as your new phone and have not arrived, please contact our Customer Services Team straight away. We regret that any missing items reported outside of 14 days from point of sale cannot be replaced or reordered.
If the item is marked 'to follow' please refer to the relevant section of your Welcome Pack for delivery timescales, alternatively contact help@onestopphoneshop.co.uk for further information -
Your deal will have included technical support via TMTI (Talk me through it). "Talk Me Through It" is a brilliant new Mobile Phone Helpline, run by phone experts that provide technical advice. One of their highly skilled people will be able to talk you through how to set up your bluetooth in plain, simple English.
Simply call Talk Me Through It on 0870 787 9604
Recommend A Friend
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Recommend a friend is an offer where if you refer a friend to One Stop Phone Shop and you will receive a £20 reward, providing your friend has your One Stop Phone Shop account number when they call in. There is no limit to the number of people you can recommend.
You will receive your reward 60 days after your friend has been connected, providing your friends account is not cancelled.
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You can recommend anyone, this could be a friend, co-worker or family member, providing they are not a previous One Stop Phone Shop customer.
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There are 2 ways in which you can recommend a friend. Either by filling in the request on the Internet and one of your friendly advisors will call your referral to take the order, or by calling our sales team on 0800 049 8307.
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If it has not yet been 60 days since your friend connected then please be patient, your reward will be with you shortly.
If it has been longer than 60 days then please email us at help@onestopphoneshop.co.uk
Billing Queries
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All of our offers are via redemption - please click 'cashbacks' for further verification. Please note that the line rentals cost show on the website also includes any discount which the network maybe offering.
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If the date of the bill is prior to the date you returned the phone this bill had been issued and over lapped the return, therefore there is no need to worry as the contract will be cancelled and the bill will be made void.
If the date of the bill is after you returned the handset please contact our Customer Service Team to ensure that your handset has been returned back to us and there is no issue with the cancellation of your airtime agreement.
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As we do not issue your bills you will need to contact the network.
| Orange Customer services | 0800 079 5000 | | T-Mobile Customer services | 0845 412 5000 | | Three Customer services | 0870 7330 333 | | Virgin Contract Customer Services | 0845 600 0789 | | O2 Carphone Warehouse | 0845 655 2000 | | Vodafone Carphone Warehouse | 0845 655 4000 |
If your phone is on the O2 or Vodafone, and your billing provider is not Carphone Warehouse, you will need to consult your mobile phone bill for your Customer Services contact number. -
As there is a monthly billing cycle for each network, you may be connected before the cycle begins, therefore you will be charged line rental from the point of connection up to the fist billing date and for the next full month. Your bills are also paid with your line rental paid up front and your call charges paid in arrears.
Faulty Handsets
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Please contact our customer service team to arrange a replacement or return.
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We are only able to exchange your handset within the first 28 days of connection, therefore if you are outside this time period you will need to either contact the manufacturer using the numbers below or visit your local Carphone Warehouse store to arrange a repair.
| Nokia | 0148 0434343 | | Motorola | 0870 9010555 | | Sony Ericsson | 0870 5237237 | | Samsung | 0870 2420303 | | LG | 0870 6075544 | | Siemans | 0870 5334411 | | Panasonic | 0870 5159159 | | XDA2 O2 Customer Care | 0906 3025151 | | XDA2 O2 Technical | 0906 8950504 |
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The majority of Carphone Warehouse stores have an in-house repair centre; alternatively you can contact the manufacturer for your local registered repair centre.
Delivery Queries
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Click onto "your account" located at the top of the page. You will be asked for the E-mail address that you used when placing the order and also your password, which will have been sent to you on your order confirmation. For security we are unable to re-issue any passwords.
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Limited means that the phone may either be brand new stock, and we are experiencing issues receiving regular stock of this item, or that the item maybe at the end of production and we only have a few items left available before the sources are emptied. When you have placed your order you will be able check delivery and will be kept informed of any further stock issues via your on-line account available on our website.
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We are only able to deliver the phone to your home address (where your card is registered to).
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Royal mail will leave a card and you will need to go and collect the parcel from your local sorting office.
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Changing my order or order details
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To ensure that the order is cancelled prior to despatch please call 0871 423 0404
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Unfortunately it is not possible to change your delivery address after the order is placed.
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You are only able to review an order which is placed via the web site by clicking on "your account" at the top of the page.
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To ensure the amendments are made to your order you will need to call Customer Services 0845 456 7878. Once delivery is booked we may not be able to amend some details of your order.
Porting/Taking my existing number to a new deal
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You will need to obtain a PAC code (porting authority code). This code allows you to move your number from your old network to another network. You will need to contact your current provider to obtain this.
Please note a number port is when you move from one network to another, to keep your same number on the same network you will need to do an upgrade for which you will need to contact your service provider.
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You will be issued with a temporary number by ourselves, you will then need to contact your new service provider with your PAC code who will arrange the transfer for you. You do not need to inform us prior to ordering that you wish to do this. However please confirm both your temporary number and the number you have ported when claiming any cashback for which you are eligible
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O2 require your porting details prior to connection, you must ensure you enter your porting details on your order when prompted on the website, or advise the sales rep when your placing your order over the telephone. You are unable to port your number to O2 after connection.
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If you are currently on T-mobile
Providing you can obtain a PAC code from your current provider you will be able to port your number to another network - please note you can not port from T-Mobile Just talk to T-Mobile contract.
If you are currently on 3G
Providing you can obtain a PAC code from your current provider you will be able to port your number to another network - please note you can not port from 3G Just talk to 3G contract
If you are currently on O2
Providing you can obtain a PAC code from your current provider you will be able to port your number to another network - please note you can not port from O2 Just talk to O2 contract
If you are currently on Vodafone
Providing you can obtain a PAC code from your current provider you will be able to port your number to another network - please note you can not port from Vodafone Just talk to Vodafone contract
If you are currently on Virgin
You are able to port your number from Just talk, if you wish to port from Virgin Just talk to Virgin contract you will need to enter your current mobile number and sim card number at stage 2 (about you) when prompted. To port your current Virgin Just talk number to another network you will need to enter your PAC code and mobile number at stage 2 (about you) when Prompted.
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You can stay on the same network and get your handset from ourselves, but you will be unable to keep your number. If you wish to keep your old number on the same network you will need to contact your service provider to arrange an upgrade.
I have already placed my order, but have forgotten to tell you that I want to keep my number
You only need to give you porting details prior to connection if you are doing one of the following:
- Porting to Vodafone
- Porting to O2
- Porting from Virgin just talk to Virgin contract
If you wish to do any of the above then you will need to contact Customer Services on 0871 423 0404.
Insurance
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You are covered against:
- Theft.
- Accidental damage.
This policy does not cover you if you lose your phone.
For further details please read the full terms and conditions. -
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Full terms and conditions of insurance can be found by clicking here.
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I am happy with OSPS, I've bought quite a few phones from them over the past few years and been very happy with their service. I've also saved money on their deals.
Mrs P Jones
I ordered my phone Friday afternoon and received it Saturday at 9:30 am. Charged it up and was working by 12:00pm. In days where some companies service levels are flagging it is refreshing to find one that delivers a great customer service.
Mr M Knight
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