Help

Need a little more info about how we do things? You're sure to find the answer in the frequently asked questions below. You can also call us on 0345 154 1000.

Credit Check & Security
What payment methods do you accept?

Visa Credit, Mastercard Credit, Visa Debit, Mastercard Debit and Visa Electron are fine by us.

Do your listed prices include VAT?

All prices are inclusive of VAT, you only pay the amount shown.

Can I use someone else's card details to pay?

Afraid not, it has to be your own card. We won't process your order if you use anyone else's.

Does my bank card need to be registered to my current address?

Yes. If it's not, we can't do the right security checks or connect you to the network.

What credit checks do you perform?
There are two distinct stages to the credit check process; our checks and the checks undertaken by the network.
  1. We will perform a CV2/AVS check during the purchasing process. This is a quick check against the debit/credit card registered details versus the details you have provided to us.
  2. The network will perform a credit check, and we will update you when this process is completed.
Are my payment details safe?

Absolutely, we use fully secure payment systems with industry approved encryption.

What is my direct debit date?

Grab the My Vodafone app for iOS and Android to get the answers to all your billing questions.

Will I be refunded if I don't pass the security checks?
Rest assured, we will not charge your card until you have passed all security checks and your order has been despatched.
Your Order
How can I check the status of my order?

You can check the status of your order here.

How do I change or update my order?

Contact us on 0345 1541 000.

Where can I find my order number?

It's on the email confirming your order.

When will my order be delivered?

Orders placed Monday to Friday before 5pm will benefit from free next working day delivery, subject to a successful network credit check (if applicable) and stock availability. Orders placed after 5pm on Friday or over the weekend will be processed on Monday (unless a bank holiday) and delivered Tuesday.

How much is delivery?

Next day delivery is free of charge.

Can I ship to another address other than my billing address?

Sorry, no. We have to ship direct to your billing address to ensure your order reaches you safely and securely.

Will you contact me when my order is shipped?

We sure will. We'll email you when we've despatched your order, with a one-hour delivery slot. That email will also allow you to rearrange delivery too, if you need to.

Which courier do you use?
Everything goes via DPD. Get in touch with them on the DPD website.
How do I track my delivery?
Use the DPD app, or DPD website.
What time will my phone be delivered?
DPD will provide a one-hour delivery slot as a guide to when your parcel should be with you. Use the DPD app, or DPD website.
Do you deliver on Saturdays?

Yes, if you place your order on a Friday. We'll need to check your order is in stock and passes network checks.

Do you deliver outside the United Kingdom?

That's a no. We only ship and operate within the UK.

Do I need to sign for my delivery?

Absolutely.

What happens if I am not available when you deliver my parcel?

You will be able to reschedule delivery with DPD.

When will my phone be connected?

Your SIM card and phone will be ready to use when they arrive.

Why has my order been unsuccessful?
Please contact 0345 154 1000, this could be due to a number of reasons which we would be happy to discuss with you.
What do I do if my order has been unsuccessful?
Please contact 0345 154 1000 because this could be due to a number of reasons which we would be happy to discuss with you
How do I cancel my order?
You may cancel your order either before you receive your products, or if you change your mind within the first 14 days. Just give us a call on 0345 154 1000.
If I want to cancel, what do I need to return?

In order for us to accept your phone for a cancellation it must meet the following criteria:
1) Must be in a resaleable condition;
2) Must be in its original box and packaging, which must remain undamaged;
3) The protective film must still be applied to the handset;
4) Must be returned with its original charger, leads and any other in-box product it was delivered with;
5) Any included headsets must be returned unopened;
6) You must remove any pin lock or passcode personalisation and return the phone to factory settings.

How do I get a refund of my upfront fee, after cancelling?
Once we've got your handset and inspected its condition, we'll automatically issue a refund, providing our terms and conditions have been met.
Aftercare
How do I return or exchange my phone?
If you need to return your device or it develops a fault within the first 30 days, please contact us on 0345 154 1000.
How do I get refunded?

Once we've got your handset and inspected its condition, we'll automatically issue a refund, providing our terms and conditions have been met.

What do I need to include when I return my device?

In order for us to accept your phone for a return it must meet the following criteria:
1) Must be in a resaleable condition;
2) Must be in its original box and packaging which must remain undamaged;
3) The protective film must still be applied to the handset;
4) Must be returned with its original charger, leads and any other in-box product it was delivered with;
5) Any included headsets must be returned unopened;
6) You must remove any pin lock or passcode personalisation and return the phone to factory settings.

How long do I have to return my phone?

14 days for a change of mind or 30 days if your device develops a fault.

What do I do if my mobile phone is faulty?
Contact us on 0345 154 1000.
How do I keep my number?

To bring your number with you from another network, simply: 1) Place your order with us. 2) Once you get your new phone, contact your old network and ask for a PAC code. 3) Once you have it, give the code to Vodafone. They'll port your old number over to your new network contract. Need details on how it works? Visit here

To bring your number from Vodafone Pay as you go, simply:

1) Place your order with us.

2) Visit here

How long does porting my number take?

Networks typically quote up to one working day, but we'd recommend contacting them directly for an answer.

How do I exchange or repair a faulty phone within its manufacturer's warranty?
Contact us on 0345 154 1000
When can I upgrade?

Vodafone allow you to upgrade at least 60 days before your agreement ends. Use the My Vodafone App (available on iOS or Android) or log in online to see exactly when you can upgrade. Alternatively, pop into any Vodafone store or call them free from a Vodafone mobile on 191.

Other FAQs
Can I place an order over the phone?

No, we can currently only accept orders via our website, however if you would like to discuss anything with us before ordering, please do call us.

Does my phone come with a warranty?

Yes, all phones come with a manufacturer's warranty. For most manufacturers it's 24 months, for Apple it's usually 12 months.

Why do you only sell a limited handset range?

We believe in providing our customers with the best smartphones at a great price. If we aren't happy with the deal, we won't list it!

Why do you only sell Vodafone contracts?

Easy! We believe Vodafone offer the exceptional network performance and coverage that our customers demand.

What are Vodafone's terms and conditions?

Vodafone's terms and conditions can be found here

What shall I do if I am not happy with the service I have received?

Most of our customers love the service we offer, but if you do have a bad experience we really want to hear about it. Email us at customercare@hypermobile.co.uk with all the details and we'll get right back to you.

Where do I find your terms and conditions?
Where do I find your privacy policy?
How do I check my bill?

Download the My Vodafone app (available on iOS and Android), it's the quickest and best way to get answers to any billing questions.

What are Vodafone Passes?
Vodafone Passes allow you to chat, stream and browse without eating into your data allowance. For full details swing by the Vodafone Passes page here You can add or remove Passes in the My Vodafone app.
What are Refurbished handsets?
Our Refurbished handsets are phones that have been returned to us because their owner has sadly fallen out love with them. But don't panic, faulty or broken phones don't go back into our Refurbished handset pot! We screen every single one to ensure it's up to scratch and there are no visible marks at arms length. We also QA test them so we know for certain that they're working with the latest software. Just in case their last owner forgot to get rid of their pictures we also run them through data removal software. These phones are then re-boxed and come with a USB lead (no headphones or charger!). Refurbished handsets are a great option if you're looking for a high end handset without the price tag.
What is Vodafone Spend Manager?
Vodafone Spend Manager is a free service, provided by Vodafone to all their customers, that allows you stay in control by allowing you to choose the amount you spend on calls, texts and data outside of your plan each month.
Who can use Vodafone Spend Manager?
Vodafone Spend Manager is available to all customers that bought or upgraded their plan on or after September 23rd 2018. All handset, sim only and mobile broadband are eligible for Spend Manager, however it is not available on Home Phone & Broadband, Pay-as-you-go or V-by-Vodafone plans.
What services are included in my spending limit?
Included - Calls, texts, data OOB - Premium SMS/Premium calls. You'll also be protected by the spending limit when roaming in Vodafones Roam-Free, Roam-Further and Rest of World destinations, to find out more about their roaming options see here [https://www.vodafone.co.uk/explore/costs/travelling-abroad/]. Please be aware that any Global Roaming daily fees, standard roaming rates or out of plan charges will contribute towards your spending limit. Not included - Any purchasable extras (data, insurance, paper itemised billing). Recurring charges such as content, extras or insurance.
How do I set up my spending limit?
You'll be asked to set up your spending limit each time you buy a new plan. Don't worry if you chose not to change it at that time, you can always change your limit any time in the Vodafone App or Online. Once you have set up or changed your spending limit, Vodafone will send you a text confirming that it's now active and in place at the level you have chosen. This should usually place within 5 minutes but could take up to 24 hours.
Insurance FAQs
Who provides the insurance?

It's arranged and administered, including claims management,
by our trusted partner, Pier Insurance Managed Services Limited.

Can I trust Pier Insurance?

Yes! Pier Insurance is a specialist provider of mobile phone and tablet insurance for consumers. The company is part of Pier Insurance Managed Services Ltd, Evolution House, New Garrison Road, Shoeburyness, Essex, SS3 9BF, and is authorised and regulated by the
Financial Conduct Authority. FCA registration no. 311798.

When will my cover start?
The day you receive your handset, subject to the policy's terms and conditions.
Where are the terms and conditions for my insurance policy?
Please contact Pier Insurance on 0844 815 1010 or email enquiries@pierinsurance.com.

How do I cancel my policy?

You can do it at any time by contacting Pier Insurance on 0844 815 1010 or by emailing enquiries@pierinsurance.com.

I have just changed/upgraded my mobile phone or tablet. How do I update my policy?

Please call Pier Customer Support team on 0844 815 1010 with your policy number and the make and model of your new phone.

What am I covered for?
Please refer to your terms and conditions sent to you from Pier Insurance confirming your purchase. If you don’t have these please contact Pier Insurance on 0844 815 1010
How do I make a claim?

Don’t panic. Simply tell Pier Insurance by completing the claim form on their website or by calling their Claims line on 0844 815 1010.

My handset is lost or has been stolen – what should I do now?

Tell your network provider so they can bar your mobile phone or tablet, keeping you protected in minutes. Report the loss, or theft, to the police within 24 hours and get the crime reference number. Then get in touch with Pier either by completing the online claim form or by contacting them on 0844 815 1010. If you are abroad don’t forget to inform the local authority to get a police report that supports your claim.

What do I need to do to support my claim?

You will need to provide Pier with your proof of purchase and for this you can use our Order Confirmation email.

If I need to send in a damaged handset where should it go?

First, make a claim. Pier will then arrange for the damaged handset to go directly to the repair centre. Don't worry, they'll send a self-addressed envelope so you can get it there as quickly as possible. Please remove the SIM card, battery and any other accessories before sending it off.

If I make a claim, when will I receive my replacement device?
We know how important your device is to you and Pier Insurance will endeavour to have your replacement device to you as quickly as possible.
Will my replacement mobile phone or tablet be a new one?

Your policy is not a ‘replacement as new’ policy so all mobile phone or tablet replacements could be brand new or refreshed ones. Don't worry, the quality of refreshed devices is so high you won't be able to tell if it’s new or not. They really are that good and they also come with a warranty. One thing to know: refreshed devices may include some non-original parts although standards are extremely high.

Will my replacement mobile phone or tablet be the same model as the one I had?
Pier will try their hardest to get you the same make and model, even the colour too if we can, and get it to you as quickly as possible once the claim has been agreed. In cases where your old device is no longer manufactured they will provide the nearest comparable model.
How much is my Excess?

Your Policy Excess document tells you.

What is loss cover?

If your phone has vanished without a trace, loss cover will make sure you’re not left out of pocket. Pier Insurance include loss as standard in the insurance packages.

Do you cover cosmetic damage?

Your phone is only covered for damage if it stops your device from functioning normally. Cracked screens are covered, but scratches and dents do not qualify for repair or replacement especially normal day-to-day wear and tear of your mobile phone.

What is my phone’s IMEI number and where can I find it?
Your phone will have an IMEI (International Mobile Station Equipment Identity) number. It can be found by dialling *#06# on most phones. You may also find it printed inside the battery compartment of your phone.
I have moved should I let you know?
Yes please. Get in touch with Pier's Customer Support team on 0844 815 1010 so that we can update your policy schedule and send you a new copy.
I have missed a payment what should I do?
Give Pier a ring on 0844 815 1010. They can reinstate your policy and ensure that your mobile phone and/or tablet stays covered. Otherwise they may not consider any claims during that period.
What if I am not happy with my replacement device?

We always want to delight you. But we understand that sometimes things simply don’t turn out the way we expect. If Pier Insurance have disappointed you, please contact them directly so that they can understand what went wrong and what needs to happen to put it right.

Do I still need insurance if I already have a manufacturer’s warranty?

You may have 12, or 24, months coverage with your manufacturer, but this will usually only include mechanical breakdown. Cracked screens, liquid damage, accidental damage, loss, and theft are not included.

Is there a limit to how many times I can claim?
Check your policy details but Pier now provide cover for unlimited claims for loss, theft and damage during each 12-month calendar period of your policy.