Delivery and Returns

Opening Times

Monday - Friday: 9.00am - 5.30pm
Saturday: 9.00am - 5.00pm
Sunday & Bank Holidays: CLOSED

General Delivery Information

For all pay as you go phone orders placed before 3pm Monday to Thursday, we offer our customers
fast delivery via the Royal mail special or recorded delivery service.

The delivery schedule is as follows:

Orders Placed Orders Delivered
Monday* - Thursday
before 3.00pm
Within 24 to 48 hours
Friday, Saturday
& Sunday
Within 48 hours

* With the exception of bank holiday orders which will be delivered on the following working day.
Mobile accessories are sent via 1st class normal post within 48 hours of ordering.

Delivery Charges

All orders placed via our website are eligible for FREE delivery

Exceptions to our Delivery Service

Orders are subject to network acceptance & security clearance. If there are any delays expected then we will notify you as soon as possible by email and text.

If an item is out of stock then we will also contact you by email and text to confirm this and we will keep in regular contact with you regarding your order.

It is therefore important to provide us with a correct email address and mobile phone number. Delivery to Northern Scotland and UK offshore locations may take up to 3 days.

Returns and Exchange Policy

We trust you will be happy with your new purchase. However, if you change your mind or if your product is faulty, please follow the guidelines below. These policies apply to products purchased on our website (www.time2talk.co.uk) or from us by telephone.

Change of Mind

At time2talk, we want you to be happy with your new product. As you didn’t have an opportunity to examine your product before you received it, within 7 days from the day you receive your product* we will either exchange your product (in the case of a handset only) or cancel your agreement and provide a refund as detailed below.

Exchange

If you change your mind we will be happy to change your handset provided:

  • You return the product to us within 7 days** from the day you received your product*.
  • Exchange is subject to availability.
  • A maximum of only one handset exchange is permitted.
  • If the price of the handset exchange is more than the original handset, you will be asked to pay the difference or, where it is less, we will refund the difference.

The following exclusions apply:

  • SIM free (unconnected) handsets
  • Prepay airtime purchases (top-ups)
  • Games, ringtones, downloads
  • Car kits once they have been installed
  • Hands-free units with earpieces that have been used

See below for how to arrange your exchange.

Refund

If you change your mind we will be happy to cancel your agreement and provide a refund of any amounts paid in respect of the products provided:

  • You have not used any of the products. Usage of your SIM card or handset signifies acceptance of your airtime contract and handset. Use would include, but would not be limited to using the network for example by making or receiving a call, SMS or MMS, accessing the Web or downloading, or using any of the functions of the product for example amending settings, saving any data, adding a contact or appointment, taking a photograph or using an application. As such, you will not be able to return your handset or cancel your airtime contract if the SIM card or handset has been used. If you use your handset whether before or after notifying us of your wish to cancel, you will be responsible for all charges incurred under your airtime contract and these may not be refunded. Additionally, you may not be permitted to cancel your airtime contract under the terms thereof. Please refer to the terms of your airtime contract for further information.
  • You notify us in writing of your intent to cancel within 7 days** starting the day you received your product*. If your airtime provider has required a deposit and the airtime contract is cancelled, you will need to request a refund of your deposit from the airtime provider directly.
  • You must take care of the products (including all equipment, manuals and accessories) until received by us so all products must be returned undamaged and unused otherwise you may be charged for the cost of collecting them or the value of the missing, damaged or used items.
  • If you use your product whether before or after notifying us of your wish to cancel, you will be responsible for all charges incurred under your airtime contract and these may not be refunded.
  • The following products and services are excluded from this right to cancel:
    • Business customers
    • Prepay airtime purchases (top-ups)
    • Games, ringtones, downloads, Talk2Text, and graphics
    • Car kits once they have been installed
    • Hands-free units with earpieces that have been used

See below for how to arrange your refund and return.

Faulty Goods

At time2talk, we want you to be happy with your new product. Should your product develop a fault within 28 days of purchase, we are happy to either exchange it, repair it or provide a refund as detailed below. This policy does not apply where the product has developed a fault as a result of your intentional or negligent damage. For faults that have developed after 28 days, you may still be entitled to an exchange, repair or partial refund. Please all our customer service team on 01792 582020 who can discuss

You’ll need to describe the fault in detail to our customer service consultant, as our expert returns team screen all faulty returns. If the fault you describe is not found on receipt by us, the original product will be returned to you and no exchange, repair or refund will be provided.

Neither exchange, repair nor refund will entitle you to cancel your airtime contract and you will remain liable for all line rental, calls and other charges under it. You may therefore prefer an exchange or repair to a refund.

Exchange

If the product is faulty we will be happy to exchange it for an identical model. Where an identical product is not available, we may provide you with a product of similar value. See below for how to arrange your exchange.

Repair

If the product is faulty we will be happy to repair it for you. Full repair terms and conditions apply – please ask in store, visit www.time2talk.co.uk or speak to one of our Repair Advisors on 01792 582020 for details

Refund

If the product is faulty we will be happy to provide you with a refund of the price paid for the faulty products provided:

  • Where you have used the handset or used the SIM card in the handset you will be deemed to have accepted the physical condition of the handset and we will only provide a refund if there is a fault with the operation of the handset.
  • We are unable to refund any unused airtime credit on the return of a pre-pay handset. See below for how to arrange a refund.

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