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How can I track my phone delivery?

Started ‎01-11-2013 by
Modified ‎09-05-2018 by

Waiting for your brand new giffgaff phone, or eager to see your phone back after a repair? 

You can track where your phone is, and make sure to be ready to receive it.

Here is a quick video that will guide you through all the steps.

If you would rather read about it check out the section below.

More Information

When you order a phone with giffgaff, we send you an email confirmation as soon as your phone leaves the warehouse.

From the moment you receive this email, you can track the delivery of your phone:

  • Log in and go to My giffgaff
  • In the "My payments" section, you will find your Order history.
  • Click on your phone order
  • Click on "Track package"

You will be redirected to UK Mail's tracker where you'll be able to find the details of the delivery.

The Parcel Tracker gives you details about each step of the delivery. This document explains the different delivery statuses.

If you have a question about the information on this tracker, please contact UK Mail about it.

Alternatively, just pop onto UK Mail's website and copy the consignment number from the shipment confirmation email into the Parcel Tracker widget available on the home page.

All our phones are sent for a next working day delivery on orders placed before 10pm Monday to Saturday, and 7pm on Sundays.

The table below shows when your phone is likely to be delivered, which is determined by the time we receive the payment for this order, including the loan approval from RateSetter.

Phone order placed Delivery day
Between 19:01 Sunday and 22:00 Monday Tuesday
Between 22:01 Monday and 22:00 Tuesday Wednesday
Between 22:01 Tuesday and 22:00 Wednesday Thursday
Between 22:01 Wednesday and 22:00 Thursday Friday
Between 22:01 Thursday and 19:00 Sunday Monday

No scheduled deliveries are made on Saturday, Sunday or public holidays.

For logistics reasons, our delivery partner does not provide a next day delivery service for the entire United Kingdom (affected areas include postcodes starting IV, KA, KW, PA, PH, ZE plus Channel Isles, Isle of Man, Northern Ireland and all other offshore islands).

A full list of the relevant postcodes is attached to this article. Deliveries to these postcodes generally take 2 to 3 working days.

Note: During delivery if you are not available, we may deliver to your immediate neighbour provided proof of ID and a signature is obtained. In this case, the identity of the person it has been left with is available on the delivery card, and on UK Mail's website. Anyone accepting, and signing for the delivery of the phone must be 18 years or older.

For security and fraud prevention, we can only deliver phones to the address your payment card is registered to.

In the event of the address on the purchase page being correct but incomplete we advise not to proceed with the order as we cannot guarantee it will be delivered correctly, as the address could be matching with another existing location.

If you happened to order a phone to an incomplete address please contact the agents as soon as possible and provide them with the complete address. They will then communicate this information to the company delivering your phone.

Note: The 'agent link' above will only work for you if you have actually bought a phone from giffgaff.

Note: Phone orders are processed quickly, the agents can't guarantee they'll be able to complete your address before the parcel is out for delivery. Please also note that completing an address only apply to the addition of information on the same postcode. Any other change request will be rejected.

If your phone needs to be sent back to giffgaff, you must use the system available in My orders to book this return.

Note: Remember to always book your return, as unexpected parcels are returned to the sender.

giffgaff provides you with a returns label which includes free postage with Royal Mail's 24 service. The phone must be sent via the clerk at the Post Office and you must obtain a receipt.

Note: For detailed intructions on how to return your phone see this article

From the moment the phone fixers receive your phone, you will be able to follow its progress through the booking system. The phone fixers and the agents may also contact you for more information.

If you have sent your phone to have it repaired, you'll be able to check the progress of the repair with the booking system in My orders.

When your phone is sent back to you, you will be able to find the consignment number for this delivery there too. This consignment number allows you to track the delivery of your phone on UK Mail's website.

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