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How can I track my phone delivery?

Started ‎01-11-2013 by
Modified ‎30-01-2019 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 DHL Parcel UK's (formerly UK Mail) 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 DHL Parcel UK (formerly UK Mail) via this form or via phone (02476 937770).

All our phones are sent for a next working day delivery on orders placed before 11 pm Monday to Saturday, and 7 pm 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 19:00 Sunday and 22:59 Monday Tuesday
Between 23:00 Monday and 22:59 Tuesday Wednesday
Between 23:00 Tuesday and 22:59 Wednesday Thursday
Between 23:00 Wednesday and 22:59 Thursday Friday
Between 23:00 Thursday and 18:59 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 DHL Parcel UK's (formerly UK Mail) website. Anyone accepting, and signing for the delivery of the phone must be 18 years or older.

For security and fraud prevention, we will try to deliver your phone to the address your payment card is registered to.

However, you will be able to:

  • Redirect the parcel to a collection point following an unsuccessful delivery attempt to your home address. This service is called Inflight.

    After 2 unsuccessful attempts, the parcel will automatically be redirected to your local collection point. If the parcel is not collected within 8 days, it will be sent back to the sender.

  • Rearrange - you can change the delivery destination to a collection point before a delivery attempt at your home address. This can be done after receiving the notification that your delivery is en route

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: All phone orders are processed quickly, dispatch agents can't guarantee they'll be able to amend your address before the parcel is sent out for delivery. Please also note that the amendment of an address can only apply to the addition of information about your billing address and not your postcode. Any other change or 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 that you must always pre-book your returns, as unexpected parcels are returned to the sender.

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

Note: For detailed instructions 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 DHL Parcel UK's (formerly UK Mail) website.

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