Topping up your giffgaff balance with a voucher is easy. You can either call 43430 and follow the prompts or go online in the Top up section and click the redeem a voucher button after selecting the amount. Read below for a detailed guide on both ways and more.
Having issues with your signal is never fun but we can help you narrow in on the what is causing it. One of the first thing we need rule out is a known or reported mast issue in your area. In this article you will find the page where you can check the coverage and also what to do next depending on your result.
Let's do it now
Network status and coverage page
If there is a known issue in your area
So, you've checked the service in your area, now what?
Well, if it has displayed an issue with your area then you just have to sit tight. Mast problems get sorted by engineers, so they will go back to normal soon. If it displays poor signal in your area due to lack of masts then I'm afraid that there is nothing that can be done.
If everything seems fine in your area
If there are no issues displayed in your area then you should assume that it isn't a local area problem. Sometimes the tool takes a little while to update, but it's best to assume that it isn't related.
We prepared a guide to help you identify the signal issues to solve them, have a look here .
Losing one's SIM card or phone is a distressing experience but we created solutions to help our members protect their phone number and credits, block their phone and get the appropriate documentation for their insurer.
If you are leaving giffgaff and moving to another service provider, you will need to request a PAC (Porting Authorisation Code) from giffgaff in order to give it to your new provider. Once issued, the PAC is valid for 30 days (after which it expires). Once you transfer your number out you will permanently lose any remaining giffgaff airtime credit, goodybag and payback points you've accumulated.
Yes you can but if it's due to a nuisance call we'd advise you to let us know so we can investigate it further.
If the nuisance calls/texts are Premium Rate Services then you can stop them by texting STOP to the shortcode number of these services.
Alternatively, please contact an agent and give us details about the calls/texts you are receiving.
If you just want to change your number and with effect from April 2015, there are two methods available. Before you start note that whichever method you choose you will be allocated a random number.
If you want to choose your number or want a memorable number then you will need to purchase a premium number elsewhere and transfer (port) it into giffgaff.
Method 1 - Self service
Log in here
Read and follow the instructions and warnings.
Click Change my number.
On the next page confirm that you wish to go ahead. This is permanent, you cannot get your old number back after you've confirmed you wish to go ahead.
Your number will be changed within 4 hours. Your credit and goodybags will not be shown on your account until the new number is ready.
This service is only available between 4.30am and 9.30pm and can only be used once per account. If you need to change your number again, please use method 2 shown below.
Method 2 - Contact an agent
Contact an agent
When your new number is ready, you will be given instructions on what to do next.
Wait while the new number activates and you're good to go.
Guide to Premium numbers
How can I restrict call and text services on my phone?
giffgaff follows the industry standard of restricting access to sites with adult content through the data network in accordance with the UK Code of Practice for the Self-Regulation of content on mobiles . If you are 18 or over you can lift the content restriction with the following procedure.
A queued goodybag is a great facility that allows members to purchase a goodybag in advance, thus ensuring a smooth continuation of service when their current goodybag expires.
Our guide has all the info.
Below is a wide range of links to popular e-mail clients and popular handsets in order to set yourself up to access e-mail on your phone.
Where can I access the settings for my email provider?
Most newer devices will allow you to simply enter your email address and password and will automatically setup your email account without needing to enter any server details.
If your device requires these details to be entered manually you can find them from the list of most common email providers below:
Live Mail / Hotmail
TalkTalk (Inc Tiscali)
EE (Inc Orange / Wanadao /Freeserve)
iPhone email setup
Blackberry email setup
Android email setup
This article will assist you to get a PUK. If you enter your PIN three times incorrectly it will lock your SIM card to make sure that nobody is using your mobile without your authorization. You will then be able to unlock your device with the help of a Personal Unlocking Key - or PUK code.
How to generate a PUK code
The PUK code is generated by giffgaff, and you can ask for it on the PUK Retrieval Page.
Click on "Give me my PUK"
The PUK code is displayed on the confirmation page
Insert this PUK code in your phone.
Rejected PUK code
If your PUK code isn't working, this would suggest it's been entered incorrectly more than 10 times - this permanently locks the SIM.
If your SIM is permanently locked, you need to order a replacement SIM by declaring your SIM lost here. A replacement SIM will be immediately ordered and will be delivered to your registered address within 2-3 working days.
The PIN2 code also protects certain features of your device. If you enter the PIN2 code incorrectly several times, the PUK2 code is requested.
Unlike the basic PUK code which can be requested automatically from your account, a PUK2 code must be requested from our network support desk via escalation. This can take up to 5 working days (excluding weekends) to retrieve, so please be patient.
In the event of accidentally locking your PIN2, please contact an agent here.
PUK retrieval service
Report your SIM as Lost or Stolen
Depending on the reason leading to your needing to replace your SIM, this guide will show the best way to replace or receive a brand new one.
Please Note: SIMs ordered before 4:00pm will be dispatched the same day. Any sims ordered after will be dispatched the following day.
You need to replace your SIM
If your SIM is damaged, just stops working or is the wrong size for your phone then the best solution for you is to perform a SIM swap which will give you a brand new functional SIM card.
SIM swaps should be performed when
Your SIM has become faulty or ceases to work
You need another SIM of a different size to fit your phone
You have or can get an unactivated giffgaff SIM of any age to do the SIM swap
You don't need to report/bar your phone
The process of ordering a SIM and doing the SIM swap procedure is much faster than reporting your SIM lost and has several advantages, one being that you can usually be up and running the same day if you have a spare SIM handy.
If you don't have a spare unactivated SIM then you will need to get one, you can:
Order one from your spread giffgaff page
Ask the community to post or hand deliver one
Contact a giffgaff member who lives locally
Once you have a SIM just login and go to the SIM swap page and follow the instructions or have a look at the dedicated SIM Swap guide.
giffgaff SIMs are now 'All in one SIMs' and the SIM card contains a Nano, Micro and a Standard [mini] SIM. Have a check of your SIM, you may not need to swap at all. Just pop out the section that you need.
An image of the new 3-1 SIMs
You've lost your SIM
If you've lost your SIM you'll need to tell us, so we can bar it and make sure that nobody uses your airtime credit, goodybag and mobile number.
Please follow the 'Lost and Stolen' procedure to report this. With this procedure you can bar just your SIM or bar your SIM and phone.
Whilst on this page you'll have the option to perform a SIM swap. This may be a better option for you as you may be tracking your phone with a service such as 'Find my iPhone'.
Note: Once a SIM has been barred all services will cease and tracking won't be possible, this also applies if you bar your phone. It may still be possible to track if your Wi-Fi is ON.
When you report your SIM as lost or stolen it is not possible to perform a SIM swap until this replacement SIM card arrives and is activated.
To report your SIM lost or to perform a SIM swap then please make sure to do it through the Lost & stolen page.
You want to join giffgaff but the SIM you received is faulty
If you have received your SIM and the activation process fails due to a SIM fault then we'll need to replace it for you. Please Ask an Agent by filling out the form with the information for the faulty SIM card and we'll put a replacement on order straight away.
Please check the address on your account so the SIM goes to the right place. You can check it here.
Note: Activation can take up to 24 hours. Please wait for this delay to expire before contacting the agents as they won't have the information yet.
While your waiting for this time to pass you can try the Guide to fix a faulty SIM activation
Just so you know, the replacement SIM pack will arrive in this envelope. This new SIM needs to be activated when it arrives. Just login and go to the SIM activation page.
Note: It can only be used on your account so make sure you login to the correct account.
What is SIM Swap?
How do I report my phone and/or SIM lost or stolen?
Activating your new SIM
Guide to fix a faulty SIM activation
This article will guide you on how to setup auto top-up on your giffgaff account.
How does auto top-up work?
If you don't want to be troubled by topping up you can set up "auto top-up" to ensure you're not left running on empty.
You can set the amount you would like to be automatically topped up with when your balance drops below £3.
Every time you're auto topped up you'll receive a confirmation email, so you can keep track of your finances.
For auto top-ups you can set an amount (between £10 - £30) you’d like to be auto topped up by when your balance falls below £3 and also a monthly transaction limit (between 1-3). Once you reach your maximum, you won't be auto topped up again in that month (helps manage those pennies!) (e.g top-up amount equal to £10, with a maximum of 3 top-ups in one month – once you've auto top-upped £30 in the month and you drop below £3, you won't be auto topped up)
If you've exceeded the maximum number of auto top-ups an auto top-up won't be triggered and you’ll have to top-up your account online. Auto top-up is triggered by your account falling under £3. On the first of the month, if your account is already sitting under £3 an auto top-up won't be triggered.
How to setup auto top-up on your account
For the purposes of this article were going to assume that you have no payment card registered and your balance is below £3.
Login to your giffgaff account
Head on over to My giffgaff page
Select My Payments
Select Auto top-up
A banner will appear under the Auto top-up heading, select save your card details and you will be directed to enter your debit / credit card details (Shown below)
Enter your card details and select Save card details.
You will then get a confirmation that your card details have been saved (shown below)
Select Change next to Auto top-up.
If your balance is below £3 you will need to top-up first. Select buy credit first (Shown above)
Select how much airtime credit you would like to top-up (shown below)
After selecting your top-up amount you will see the below screen, put a tick in the auto top-up box and then select how much you want to auto top-up each time your balance goes below £3 & how many times within the month you want this to happen then select Continue to confirm these settings.
You will then be asked to enter your security code (this 3 digit code can be found on the back of your payment card on the signature strip) & on the right you will see (as highlighted) that you have enabled auto top-up with your payment. After entering the required code please select Continue.
You will now see this screen (shown below) which confirms that your top-up was accepted & that you have successfully enabled Auto top-up.
If at any time you want to switch auto top-up off simply visit your My Payment section of your account and select change and then turn this feature off.
Recurring goodybags guide
There are several reasons that can explain why you can't buy or start your goodybag / gigabag just now. Please see the sections below to identify which one may relate to your situation:
You still have minutes and data left in your active goodybag
When you buy a goodybag, you can enjoy the calling, texting and data allowance during a period of one month. If you happen to use all your texts, calling minutes, or your data allowance, you may want to buy a new goodybag.
This is possible, provided that you have less than 50 minutes or 50MB left in your current goodybag. See here for the instructions to purchase a goodybag early.
You can then buy a new goodybag to replace your active goodybag.
If you try to buy a new goodybag while you still have more than 50 minutes or 50MB left, your goodybag will be queued but won't activate before the previous one expires.
If you don't want to purchase a new goodybag early, you can still text, call or use internet until your goodybag expires, for any allowance you have used up you will be charged at Pay As You Go rates for texts and calls; data will be charged at the special rate of 2p/mb until the goodybag expires.
It's just a few hours before your goodybag expires
If it's after 9pm and your goodybag (or gigabag) is expiring tonight or has already expired then the system 'locks out' all goodybag purchases until after midnight. The only top-up option available is to buy airtime credit.
You need to use airtime credit for calls and texts at PAYG rates and data at the rate of 2p/mb until the end of the lock out period, when the existing goodybag (or gigabag) expires.
Think about turning off your data until you have bought the new goodybag as this will be charged at PAYG rate after midnight when your current goodybag has expired. To avoid this situation, you can choose to 'recur' your goodybag and it will seamlessly be renewed between 9pm - midnight on the expiry day. To find out how to recur your goodybag click here.
Or remember to queue your next goodybag at least a day or two before your goodybag is due to expire. To find out how to queue a goodybag click here.
You have set your goodybag to recur
If you have recurring goodybags switched on then you can't manually buy a goodybag as the system will automatically apply your next goodybag when your current one expires. If you wish to manually buy your next goodybag (e.g. if you want a different goodybag) then switch off recurring goodybags first here.
You already have a queued goodybag.
You can only have one queued goodybag so if you already have one (check on your dashboard) then you can't buy another one. If you want to change the goodybag you have queued then you need to use this guide to help you cancel your existing queued goodybag.
NB you can't cancel a queued goodybag if it is due to start in the next 24 hours.
If none of the above circumstances apply then check the Service Updates:Notice board to see if this is a known issue or see if the helpful Community can help.
Please Note: It is always best to troubleshoot your issue on our Help & Support forum before contacting an agent.
If after trying all of the above you are still unable to purchase a goodybag then it may be best to ask one of our agents to investigate this further. You can contact a member services agent here.
Airtime Credit - UK Prices
Guide to queued goodybags
Recurring goodybags guide
When a number is not used any more, the SIM card is deactivated and the number is recycled. This article describes the different situations leading to a SIM card deactivation.
What are the reasons for deactivation?
A SIM card is deactivated in the following situations:
You transferred your number to another provider (port out)
The SIM card has been banned following fraud or abuse
The SIM card is inactive.
Note that a SIM card declared as lost or stolen is deactivated to prevent any illegitimate usage but its number is transferred immediately to a replacement SIM. For this reason, the information in this article does not apply for SIM cards that have been declared lost or stolen.
When is a SIM card considered inactive?
A SIM card is deactivated when it has not been used in the last 6 months. To stop deactivation do any one of the following actions at least once every 6 months:
Make at least one call, SMS or MMS to another number *
Make at least one connection to the Internet
Make at least one Airtime Credit or goodybag / gigabag purchase
* This does not including calls to Emergency Services or Member Services
These conditions are present to prevent the deactivation of members SIMs who have very little activity or who are active on the Community without using their SIM card much.
If your SIM card is disconnected, you will lose any remaining Airtime Credit and/or goodybag / gigabag balances and also the phone number on your account.
giffgaff recycles phone numbers and we will not be able to reconnect once your number is disconnected and recycled.
giffgaff may reconnect you if any disconnection was due to our negligence.
For more information please see the terms & conditions on Cancellation Rights.
Is it possible to reactivate my SIM?
Once a SIM card has been deactivated, it's not possible to reactivate it. Moreover, deactivating the SIM card returns the phone number associated with it to the pool of available phone numbers. It is therefore impossible to keep the phone number associated with a deactivated SIM.
When a SIM card is likely to be deactivated for inactivity, we will send a first communication one month before the deactivation of your SIM card. If there is still no activity with this SIM a second email is sent roughly 48 hours before to warn the member they only have a short time left to act. If none of the necessary actions to keep the SIM active are performed then the SIM deactivation procedure will be initiated.
Will my account be deactivated?
When your SIM card is deactivated or you port out, it does not affect your giffgaff account so you can still be part of the Community. Your giffgaff account will act in the same way as it did before you activated a SIM.
If you activate a new SIM, you'll be able to register it with your existing giffgaff account during the activation process.
What will happen to my existing credit?
Any credit available on your SIM card at the time of deactivation is lost, as per the Terms and Conditions. This credit is not refundable so we advise to use it before the deactivation of your SIM card.
What will happen to my payback points?
As per the Terms and Conditions, accrued payback points are lost when the account becomes inactive, or when you port out.
If you don't hold an active SIM when the payback payment starts, you are not eligible to receive payback.
Recycling mobile numbers @ giffgaff
There are two different reasons that could explain these symptoms.
Your MMS settings are incorrect
Sometimes the automatic settings work well for call, SMS and Internet but were unable to modify the parameters for MMS. It's typically the case when you can neither send nor receive MMS.
You can change the MMS settings manually, the correct settings are:
If you need more information on how to change these settings, you can search for your particular phone model here.
Your balance is insufficient
If you are able to receive MMS but not send them, your settings are correct but you may have an insufficient balance to complete the operation.
MMS are not included in the goodybags allowance and they cost 16p each. If you don't have credit in your balance, you will need to top up to be able to send MMS.
You can find more information about topping up in this article.
Airtime Credit - UK Prices
Internet and MMS settings (APN) guide
Guide to top-up
Different reasons can explain why our members may think their balance decreases faster than their usage. We have listed below the most common reasons.
You have airtime credits in your balance and you find that they are been used too quickly
You are unable to perform specific usages when you have an active goodybag, and no airtime credit.
Note: The goodybag allowance is not displayed in the balance. If you purchase a goodybag (and don't have existing credits) your balance remains nil. Your goodybag allowance is available in the section "My goodybags" of the "My giffgaff" page.
Causes & Remedies
How to identify it
Your balance has been charged 16p or 24p
Your MMS settings are correct but you can't send picture messages
MMS are not included in goodybags and cost
16p each to send to a UK registered mobile number &
24p each to send to a non-UK registered number.
Note: The MMS tariff is not location dependent.
You are abroad (outside the EU and select countries)
You are calling or texting a non-UK number within UK.
International calls, texts and data usage are not included in goodybags except when roaming in EU and select countries. Detailed prices are available on this page.
Numbers not included in goodybags
You have been calling or texting a service you are not using frequently
Premium Rate and Special Services numbers are not included in goodybags. See this article for details and rates for them.
You have used all your goodybag allowance
Dial *100*7#, it will give you the number of remaining minutes in your allowance
When you have used all your goodybag allowance (minutes, texts or data) before its expiry date, your usage will be charged from your balance until a new goodybag starts.
The Pay As You Go tariffs are available there.
You bought airtime credit instead of a goodybag
Go to My giffgaff
and then My payments
then select My order history
Verify your recent purchase to identify if you purchased a "goodybag" or credits ("Top-up").
When you are topping up your account, you need to choose if you want to buy airtime credits and / or a goodybag.
If you bought airtime credit instead of a goodybag, you can use the remaining credit to purchase a goodybag.
You have run out of data
Verify your remaining data. By either dialing 43430 option 2 or by going here - My giffgaff and logging in.
Once identified that you have run out of data. You can purchase a new goodybag early. Using this guide.
Turning off your data so your phone does not consume any more credit. You can ask the community if you need help by using this guide.
If none of these causes explain why your balance decreased, you can ask the agents about it.
Make sure to give as much details as possible on when you noticed the charges.
Can I buy a goodybag / gigabag with my existing credit?
Roaming information & charges
Special Charges Code of Practice
If the phone you've bought isn't quite what you wanted, you've got 21 calendar days (14 working days), starting on the day following receipt of the phone, to change your mind and claim a full refund. In order to do this, please follow the below instructions on returning your unwanted handset.
If your new handset has a fault on receipt please see this article for further instructions.
The handset I've bought isn't quite what I wanted, What can I do?
We sorry to hear that the handset you purchased is not as you expected. Don't worry, you have 21 days, starting on the day following receipt of the phone, to change your mind and claim a full refund. If your final decision is to return the handset, complete the steps in the next section.
Once a change of mind has been booked, the return booking will stay open for 14 days in order for giffgaff to receive the phone. If we don't receive the phone by that time, we will close the booking. Once the booking is closed, raising another return is not possible.
How do I return an unwanted handset within 21 days of receipt?
Don't worry, we have you covered. All returns to giffgaff MUST be booked through our system (your giffgaff account) so that your handset return is allocated a unique reference number. You can keep a track of where your device is at any time through your giffgaff account.
To return your handset:
Log in to your giffgaff account here
Select My Payments
Select My Order History
Select the relevant Phone Order by clicking / pressing on blue icon on the right (example shown below) to view the purchase details screen.
On the right-hand side of this screen please select the button marked "Return phone"
If you are within the 21 return period (for a change of mind) you will see this listed as follows:
Please select the reason for the return. If you're returning your handset for a refund please select one of these four reasons (as highlighted below).
When you select one of the four reasons shown above you will see the below screen appear:
Select Continue to confirm your reason for return.
When your booking is confirmed, Please print the return form along with the postage label. If you can not print the return label please note the return address & reference number as you will need this to return your handset.
If for any reason you can't book your return online, please contact one of our agents who will be more than happy to assist you further with this process. Please note the above link will only work if you have purchased a handset from giffgaff.
Note: Once the booking is confirmed, there is a timeframe of 14 days for you to return and us to receive the handset.
How do I prepare & package my unwanted handset?
Please follow the detailed instructions on the returns form that you printed out at the end of the booking returns process here.
Preparing your handset for return:
Backup any information that you wish to keep.
Remove any activation locks / tracking applications (e.g. iCloud) from your device. This article will help you do this.
Disable any personal security code PIN and passcode locks from the device
Remove your giffgaff SIM card & place this somewhere safe
Remove any SD cards that may be inserted into your device.
We also recommend data wiping your device before sending us your unwanted device. You can do this using the following instructions:
Android: For versions 4.0 or later:
Go to Settings and look for "Backup and reset" and select that option
Select Factory data reset
You'll get a warning screen along with a list of all the accounts you are currently signed into
iOS (iPhone) - This process may vary slightly dependant on your version:
Select Erase all Content and Settings
Windows Phone 7:
Go to the Home screen
Select the Application Menu Key
Select the "Reset your phone" button
Head to Options
Select Security options
Select General settings
Select the menu key
Select Wipe Handheld
Please follow the detailed instructions on the returns form that you printed out at the end of the booking returns process here.
Packaging your handset for return:
Please pack all accessories that came with your phone, these include any removable batteries, charger, memory card, headphones, free gifts.
Send your unwanted device in its original box. For further information on how to pack your device securely please view this helpful article from Royal Mail.
Copy of the returns form.
Attach the address label securely to your parcel.
Sending your unwanted handset back to giffgaff
giffgaff provide a FREE of charge tracked label with the return form so that you can return your device using the Royal Mail 24 tracked service.
You will need to take your parcel to your local post office so that the barcode can be scanned and a receipt issued for your parcel. This receipt is your "Proof of Postage" so please don't lose it. Under no circumstances should your parcel be posted in a letter box.
Can I upgrade my parcel from Royal Mail 24 tracked service to Special delivery?
YES. When you hand over your package to the Post Office, please ask the counter agent to upgrade the postage service to Special delivery, you will need to pay for this service as the label provided only covers the service "Royal Mail 24" tracked service stamp. giffgaff will not be responsible for any costs you may incur due to any upgrades to our delivery service.
How do I print off a free label if I don't have access to a printer?
If you are unable to print the free postage returns form for any reason you may instead write the address on the parcel and take it to a post office. It must include the GG-23 reference code and also your returns address. Please, ensure that giffgaff receive the phone within 14 days of booking your return. giffgaff will not be responsible for any costs you may incur for printing or returning your unwanted handset. Your local post office will issue you with a receipt which should be kept as your "Proof of posting".
What is the address I should send my unwanted device to if I need to write my own returns label?
If you need to write your own returns label, the address to send your device will be clearly displayed on the screen during the booking process (even if you can't print off the returns label). Please, ensure phones are sent to giffgaff's repair centre and not head office to ensure a speedy process of your return.
giffgaff will unable to process any refunds if the phone is received later than 14 days since the return/repair was booked.
Can I cancel my giffgaff SIM & goodybag?
Yes. From the moment you activate your SIM, you have 14 days to try out our service and let us know if you wish to cancel your account (This is called the Cancellation period).
If you wish to cancel your SIM / goodybag / airtime credit that you have already purchased within 14 days of activation please contact one of our agents using this direct link. Our agents will be more than happy to assist you with your cancellation request & any refund as appropriate.
You can cancel your order by contacting us on this page .
You may also cancel your SIM and any goodybags / gigabags or airtime credit purchased during the cancellation period by completing the cancellation form here. Please return your completed form to the address listed on the cancellation form.
Provided your cancellation request is sent during the cancellation period, giffgaff will refund you as follows:
If you purchased credits, giffgaff will reimburse the remainder (i.e. your current balance).
If you purchased a goodybag, you will be refunded in proportion to the amount of the goodybag you have not used. A completely unused goodybag will be refunded in full.
Any refund will be made to the same means of payment you used during the activation of your SIM card. If you used a voucher during this operation, giffgaff will send you separate instructions for your refund. giffgaff will initiate the refund within 14 days of receiving your request for cancelling your order. Please allow for 3 to 5 business days for the funds to reach your bank account.
Please note that your giffgaff account will be closed ahead of the refund. If you wish to transfer your giffgaff number, you will need to request a PAC code before you request us to cancel your account. You can request your PAC code on this page. PAC codes are only valid for 30 days.
What happens next (Tracking and Refunds)?
At any time after posting you can track your parcel using Royal Mails Track & Trace service.
When our return centre receives your parcel you will receive an email to confirm its receipt.
Our returns centre will inspect for any damage or missing accessories. When these checks are complete, our return centre will let you know if your return is accepted. If your return is rejected (due to missing items or past the 21 days since booking your return), the parcel is automatically returned to the address listed within your giffgaff account.
You can track the progress up until this point by:
Logging in to your giffgaff account here
Select My Payments
Select My Order History
Select the relevant Phone Order by clicking / pressing on blue icon on the right to view the purchase details screen.
On the right-hand side of this screen please select the button marked "Return your phone"
You will now see the status of your returned device
Refunds - Ratesetter Loan
If after our returns centre inspect for any damage or missing accessories our finance team will start to process your refund. If you have taken out a ratesetter loan for your purchase we will contact ratesetter to cancel the loan agreement & start processing any refunds due. You will receive an e-mail from us when we have processed your refund. Please allow 5 working days for the refund to reach your bank account or credit card account.
Refunds - Debit / Credit Cards
If after our returns centre inspect for any damage or missing accessories our finance team will start to process your refund. You will receive an e-mail from us when we have processed your refund. Please allow 5 working days for the refund to reach your bank account or credit card account.
Card refunds can only be made to the debit / credit card that was used to purchase your handset. In order to speed up the refund process please insert your card details into your giffgaff account here, this will enable us to promptly refund any refund due
Please note: that any missing items within your return package (earphones, cables, charger etc) will be charged at the following costs. These charges will be deducted from any refund due.
Headphones / hands-free
Micro SD Card - 1GB to 8GB
Micro SD Card - 9GB to 16GB
Micro SD Card - 17GB or above
Model Cancellation Form
How to return a faulty phone within the first 30 days of receipt