If your device has developed a fault or is damaged and your claim has been accepted, we will arrange for a courier to collect your damaged or faulty device and deliver your replacement at the same time. The replacement will be from refurbished stock that has been tested and is fully functional.
We recommend you back up any contacts and other personal data before the courier arrives as they won’t be able to wait if your device is not ready to hand over. Once they've left the address, the courier can't return for any reason.
If you have an Apple device, you must also make sure it has been unlinked to your iCloud account and Find My iPhone is turned off. We also recommend you restore the device back to its factory settings. This is to protect your device and personal information.
> Find out how to restore your Apple device to factory settings
Sometimes this can be switched back on, or re-linked if you set up your device again. You can log in to your iCloud account on another device or a computer to double check that it isn’t re-linked.
> Find out how to manage to manage your devices in iCloud settings
You must remove your SIM card and any external memory cards, as you will need these to put into your replacement device. You should also remove accessories, such as cases or screen protectors from your device; the courier will not accept the device if it has any accessories attached to it.
If the courier can’t deliver the replacement because no one is available, or the damaged or faulty device is not ready to exchange, we may apply a charge to your Service Plan bill.
> Check the latest charges
Your swap will be arranged to take place at your account address. You can request for your swap to be made to another address (your work address, for example), however some high-value devices can only be sent to your account address.
Next-day delivery is subject to geographical restrictions, Bank Holidays and exceptional circumstances. If you are abroad at the time of the loss or theft, we will arrange for your swap to take place when you return to the UK.
Our normal delivery service is DPD and the details of this can be found below. We may use different methods in exceptional circumstances, however we will inform you of this during your claim call.
Once your claim has been accepted, you should receive a text message to let you know the date of your swap and a link to the DPD website to track your parcel progress.
The link will also provide you the option to: