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Shipping & Returns

 

Delivery - FAQ

  • Do you deliver to my area/country?

    We will deliver to any UK address. We use Parcelforce for all UK mainland deliveries.

  • When will I receive my order?

    All UK Deliveries

    If you are not present to sign for the delivery Parcelforce 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 Parcelforce 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 Parcelforce will hold your parcel at a depot for 5 working days. After this, the parcel will be returned back to our warehouse.

  • What courier will make my delivery?

    UK Mainland – Parcelforce Next Day 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 Parcelforce 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 Parcelforce 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 Parcelforce 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.

    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 Parcelforce 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

  • 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 – 24 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.

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