Here’s some important info to keep in mind about our return/repairs centre when booking your phone for a repair, replacement, or refund:
The return/repairs centre will let you know when your return/repair is accepted.
If your return/repair is past the 21 days period after booking your return, the parcel is rejected and automatically returned to the address listed on your giffgaff account.
Our return/repairs centre will inspect for any damage or issues and confirm the fault.
Important: If your phone is outside of its warranty period, or the fault is not covered by the warranty (i.e. water damage), our repair centre will provide you with a quote for any work needed to fix the phone.
In general, most repairs are completed and dispatched within approximately 10 working days (excludes weekends and bank holidays) of receiving your faulty handset.
After booking a repair, you will receive a freepost Royal Mail label with the return center address. Use this label to send your device via a Post Office.
Keep the paper receipt with the barcode provided by the Post Office. This barcode serves as your tracking number.
Do not include accessories, cases, or screen protectors when sending your device, as these will be disposed of at the repair center.
When will I get my phone back?
Repairs may be completed within 3–5 working days for eligible devices (e.g., no physical or water damage and within warranty).
Replacement devices, if applicable, are generally dispatched within 5 working days after the faulty device is inspected. If you haven’t received an update after 5 working days, keep your proof of postage handy and contact giffgaff for assistance.
Note: This timescale should only be used as a guide and will be dependent on availability of parts that may need replacing. Promptly sending your device and ensuring it meets eligibility criteria can help speed up the process.
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