Sorry to hear about your faulty device. Don’t worry though, we’ll get it sorted, sharp.
If your phone turns up damaged (like a cracked screen), take some clear photos straight away so we can see what’s gone wrong.
Before you take the time to send it back to us, be sure to ask our friendly community. This is because some issues can be resolved without the need to send your handset in for repair.
If within 30 days (refund or replacement) | If after 30 days (repair) |
If your phone has developed a fault within the first 30 days, you can send it back to us for a refund or a replacement.
This also applies to phones that arrive damaged upon delivery. | If it’s after 30 days (and still within its warranty) we’ll happily repair any device faults for free. |
Repairs generally take 3–5 working days but can take up to 10 working days depending on the issue and workload at the repair centre.
Prepare the return
Log in to your giffgaff account using the account you used to purchase the phone.
Navigate to My Order History.
Locate the relevant phone order and click the blue icon on the right.
Select Return your phone.
Choose your reason for returning the phone.
Select Repair.
After completing these steps, you’ll receive instructions to download a free returns label with the repair centre address. Use this label to send your phone for repair.
Repairing an iPhone?
Repairing an iPhone?
Ensure that Find My iPhone is disabled before booking the repair. This feature prevents the repair process from proceeding.
Follow these steps to disable it:
Sign in to iCloud with your Apple ID on a web browser.
Go to Find My iPhone.
Select All Devices and choose your iPhone.
Click Erase iPhone and confirm the erase.
Enter your Apple ID password to continue.
After the erase completes, select Remove to remove the device from your Apple ID. Once this is done, return to your giffgaff account and complete the repair booking process.
If the phone was damaged upon delivery, ensure you select a reason that best describes the damage and wait for confirmation before sending the phone.
For returns, include all original parts, accessories, and packaging to ensure a smooth process.
Remove Accessories: Take out your SIM card and any accessories. Do not send chargers or cables.
Back Up Your Data: While a factory reset is optional, backing up your data ensures you don’t lose important information. The repair center will wipe the device upon arrival.
Packaging: Use sturdy packaging to protect your phone during transit. If you don’t have the original box, any secure packaging will suffice.
Postage: Use the freepost label provided. If you can’t print the label, use the QR code at the Post Office to print it there.
Note: Water damage or other physical damage (i.e. cracked screen) is not covered by the warranty. For repairs only, don't include any accessories that came with your phone or the original box.
For out-of-warranty repairs, you’ll receive a quote with the following options:
Pay for the repair.
Pay a £15 fee to have the device returned unrepaired.
Request recycling of the device.
For additional information on how to prepare your phone for return or repair, we have a handy guide.
Did this solve your problem? If not, pop over to our friendly community or chat with our giffgaff HelpBot for a quick answer.