0845 2177 712
8:30am- 6:00pm (Monday - Thursday)
8:30am- 5:00pm (Friday)
 

Matob Mobile Support FAQs

Delivery - FAQ

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  • Do you deliver to my area/country?

    We will deliver to any UK address. For ALL UK addresses we will deliver to you free of charge. We use UPS for all UK mainland deliveries.

  • When will I receive my order?

    All UK Deliveries

    Orders placed before 4pm will be delivered next working day on a pre 12 service by UPS

    If you are not present to sign for the delivery UPS will leave a card advising of their visit and to confirm that they will come back the next working day - they will do this 3 times (including original delivery). The card left will advise you to call UPS Customer Services to rebook the delivery on a day convenient for you. Or you can go online and rebook it. If no contact is made UPS will hold your parcel at a depot for 5 working days. After this, the parcel will be returned back to our warehouse.

  • Which network shall I choose?

    Generally there are two factors to consider when deciding which network to choose. 1. The network coverage in the area in which the phone is going to be used, you can check network coverage by postcode here 2. If the you are going to be making lots of outgoing calls to a particular network or someone is going to be calling you alot, then choosing the same network can often work out more cost effective. If you have any further questions give us a call on 01628 539 984 or email sales@matobmobile.co.uk

  • What courier will make my delivery?

    UK Mainland – UPS Next Day Pre 12 Delivery

  • What if I am not home to receive my delivery?

    All deliveries will need to be signed for, if there is no answer when the order is delivered UPS will leave a card advising of their visit and that they will come back the next working day - they will do this 3 times (including original delivery). The card left will advise you to call UPS Customer Services to rebook the delivery on a day convenient for you. Or you can go online and rebook it. If no contact is made UPS will hold your parcel at a depot for 5 working days. After this, the parcel will be returned back to our warehouse.

  • You have shipped my order but I would like to change the delivery address?

    Unfortunately once your delivery is on the road, we are unable to change the address. UPS will only allow change of delivery date

    Also please be advised we prefer to deliver to your registered address connected to you debit/credit Card.

  • Will you leave my delivery with a neighbour if I am not in?

    No unfortunately UPS cannot do this; you will be left a card advising how to arrange your re-delivery.

  • If I leave a note advising deliveries to be left behind my bin/in the shed etc will your courier do this?

    Unfortunately we cannot offer this service; all our deliveries require a signature of receipt.

  • Where is my delivery?

    If you have any concerns regards the status/progress of your expected delivery please contact us via the phone or email

    0871 2226252 / 08452177712 or email support@matobmobile.co.uk

  • My order has arrived but it is damaged?

    Please call us immediately so that we can arrange a replacement

    0871 2226252 / 08452177712 or email support@matobmobile.co.uk

  • My order has arrived but I haven’t received all of it?

    Please call us immediately so that we can contact the courier or arrange a replacement of the missing item/s

    0871 2226252 / 08452177712 or email support@matobmobile.co.uk

  • My order has arrived but it is not as expected?

    Please call us immediately so that we can review and advise, if required we can then take further action regards a replacement/refund.

    0871 2226252 / 08452177712 or email support@matobmobile.co.uk

  • My order has arrived but it is not what I ordered?

    Please call us immediately so that we can review and advise, if required we can then take further action regards a replacement/refund.

    0871 2226252 / 08452177712 or email support@matobmobile.co.uk

 

Returns - FAQ

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  • My handset/Accessory is faulty upon receipt (within 30 days from receipt)?

    Please contact us via 0871 2226252 / 08452177712 or email returns@matobmobile.co.uk

    We will discuss with you the issues you are having, if we can we will sort the problem with you on the phone/ over email, or alternatively we will arrange an exchange with you for a replacement device.

    Or we can arrange to collect the unit for a refund. Please be advised we will not be able to refund you until we have received the faulty unit back, in the original box with all the original accessories. We are also only able to refund via your original payment method.

  • Cancellation Period, I am within my 14 days from receipt and I wish to return my product, how do I do this?

    Please contact us as soon as possible to arrange the return of your handset back to us for a refund by calling us on 0871 2226252 / 08452177712 or email returns@matobmobile.co.uk

  • My Handset/Accessory is faulty after 30 days of receipt?

    Please contact us via 0871 2226252 / 08452177712 or email returns@matobmobile.co.uk

    We will discuss with you the issues you are having, if we can we will sort the problem with you on the phone/ over email, or alternatively you will send you a returns authorisation form and you will need to sign this and post the handset back to us at your own cost. If the handset is found faulty we will send you a brand new replacement unit.

  • What is the warranty period for my Handset/Accessory?

    Doro – 12 months

    Binatone – 12 months

    Amplicom – 24 months

    If you are outside of the warranty period then we would suggest contacting the manufacturer directly.

  • I have broken my phone, how do I get it repaired?

    We do not cover customer damage under our warranty however if you have broken your handset then you can contact our repair team on 0845 4132723 who may be able to repair your handset at an additional cost.

  • I have returned my handset and have not yet received my replacement or refund?

    Please contact us via 0871 2226252 / 08452177712 or email

    returns@matobmobile.co.uk so that we can look into this further for you.

 

Support - FAQ

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  • How can I pay for my new mobile phone?

    You can visit our online store or you can give us a call on 0871 2226252 / 08452177712 or email sales@matobmobile.co.uk and we will be happy to help. Please be advised we only accept payment by credit/debit card. We accept most major credit/debit cards.

  • Where can I get a more information/user guide for my phone?

    All our information about our handsets is shown when viewing each individual handset on our website. You can also download user guides from our website. Please visit our product downloads page to find user guides for your phone. Click Here

  • I need some technical support on how to use my product?

    Please contact us via 0871 2226252 / 08452177712 or email support@matobmobile.co.uk so we can give you the relevant support numbers to call depending on your model of your handset/accessory.

  • What’s in box?

    Please note all handsets come with standard accessories i.e. Back cover, battery and mains charger. Some units but not all may also include headphones, USB cable or charging cradle.

  • Will all the handsets/products work with any Network Sim?

    All of our handsets are SIM Free which means they work with any SIM card. So you can continue to use your existing SIM card and phone number or any new SIM. Please be aware that most of our handsets do not work on the ‘3’ network so if you are unsure please call us on 0871 2226252 / 08452177712 or email support@matobmobile.co.uk.

  • Which Network should I choose?

    Generally there are two factors to consider when deciding which network to choose.
    1. The network coverage in the area in which the phone is going to be used.
    2. If you are going to be making lots of outgoing calls to a particular network or someone is going to be calling you a lot, then choosing the same network can often work out more cost effective.

  • How do I top up my mobile phone?

    If you want to top up or put credit on your mobile phone there are various ways in which you can do it. Most networks support the following methods:
    • Calling the network and paying by credit or debit card.
    • Visiting one of the major supermarket's, newsagents, post offices and buying a top up voucher, this then gives you a code and you call the network and enter the code and it applies the credit (note not suitable for the Handleplus 334).
    • Using a cash machine, you can top at most cash machines by inserting your bank card and selecting top up and entering your mobile number.
    • Topping up online, if you visit the relevant networks website you can create an online account and top up online using a credit or debit card.
    • You can also refer to the documentation included with the sim card. If you are still having difficulties you can email support@matobshop.co.uk or 0871 2226252 / 08452177712.

  • How do I know if my credit is running low?

    If your credit is running low (down to the last few pounds), when you make a call you will hear a message from the network telling you credit is running low. You can also call the network to find out your current balance. If you are still having difficulty please email support@matobmobile.co.uk or call 0871 2226252 / 08452177712 and we will be happy to help.

  • I have seen a product I’d like, which is not available in the Matob Mobile shop, what should I do?

    Please call us on 0871 2226252 / 08452177712 or email sales@matobmobile.co.uk and we will be able to advise whether the handset/accessory you require is in stock, you may then place an order over the phone.

  • Can I upgrade my existing handset by using my current SIM card in a new Easy To Use Mobile handset?

    Yes all of our handsets are SIM Free which means they work with any SIM card. So you can continue to use your existing SIM card and phone number by putting it into your new Matobmobile phone, please be aware that most of our handsets do not work on the ‘3’ network so if you are unsure please call us on 0871 2226252 / 08452177712 or email support@matobmobile.co.uk.

  • If I am disabled am I able to buy without VAT?

    If you are registered disabled, then you may be eligible to purchase a Matob Mobile big button or easy to use mobile phone or landline without paying any VAT.

    Currently, all sight and hearing disabilities are eligible for the ‘VAT relief’. Other disabilities are also acceptable, but in all cases we must receive a declaration of eligibility, for you to receive zero VAT on your purchase. If you would like a form please download and print it from here or 0871 2226252 / 08452177712 or email sales@matobshop.co.uk and request that we send you a copy.

    Once you have completed the form please either scan and email your completed form to sales@matobshop.co.uk or post it to Matobmobile, Building 120, 136 Edinburgh Avenue, Slough Trading Estates , Slough, Berkshire, SL1 4SS (N.B. Please include a contact number for us to call you on).

    Once we have received the completed form we will call you, so you can place the order over the phone. If you are in any doubt as to whether you are eligible to receive goods zero-rated for VAT, you should consult ’Notice 701/7 VAT reliefs for disabled people’ or contact the ‘National VAT Advice Service’ on 0845 010 9000. Please note that unfortunately we are unable to refund VAT after you have placed an order where you have paid VAT.