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Proof Documents

What do you need do these documents

We need to perform identity verification as part of our regulatory online security and fraud checks before shipping orders.

Are my documents secure?

Yes absolutely. We keep them securely and privately and will delete all documents off our system within 24 hours after completing your order.

What formats do you accept?

We request photographs only and they must be a full and clear image of the ID. For paperless bank statements, a PDF attachment is fine. We cannot accept scans.

Do you accept identity cards?

As per the GOV.UK website, identity cards were scrapped in 2011 – they’re no longer valid and can’t be used as proof of identify, so unfortunately these will not be accepted.

Frequently Asked Questions

Who provides my handset?

Your equipment is provided by us not the network. For more details about your handset please see our terms 

Christmas Delivery time?

We use DPD’s premium next day delivery service, however during the Christmas Period the arrival of your order will differ. If you are not going to be home DPD will leave you a consignment card, they will try again the following day (subject to delivery times below), alternatively you are able to rearrange delivery.


Equipment can be returned within 14 days of receiving it if you are unhappy with your choice. Please call our customer service team before returning to obtain an authorisation code. The handset must be returned in a re-saleable condition with all box contents present. Please note that you will be billed for any usage during this time. If you have entered into a contract with no equipment than you have 14 days from the date of your agreement.
If you would like to cancel your agreement after your 14-day cooling off period, you will be required to give 30 days’ notice. This can be done over the phone with the Networks’ Customer Service Teams. If you are still within your contract period, then a cancellation fee may apply.
If you would like more information about the EE complaints code, it is located on the help page on the EE website.

Noramal Delvery Time?

We use DPD’s premium next day delivery service which requires a signature on arrival. If you are not going to be home DPD will leave you a consignment card and you are able to pick up your item from your nearest collection point, or alternatively rearrange delivery.

Cashback Claim Information

How do i claim for cashback?

If your deal included a cashback by redemption it will show in the order summary of your order emails. You will need to claim your cash back at different stages throughout the initial tenure of your airtime agreement.
Claiming this is easy! To claim simply login to the account section of the website and click ‘Claim Cashback’. This will take you to a simple form to fill in and submit your claim.

When should i claim for cashback?

You will need to claim your cashback in stages throughout the airtime agreement of your contract. For 24 month contracts your cashback is claimable in five instalments. You need to claim in billing months 6, 9, 12, 15 and 18 of your airtime agreement. You must claim within 60 days of your bill date.
For example if you are connected on 1st January then your first bill date will be in January. Your sixth bill date and your first claim will be in June. When you receive your sixth bill, you will need to upload this and submit your claim, via the account section of the website, within 60 days of the date on the bill.

For what reasons can my claims be rejected?

Claims may be rejected if:
You are not claiming within your claim period
You have been disconnected from the network
You have changed your tariff with the network
You have provided the incorrect order number or Date of Birth when submitting your claim
The customers name on the bill does not match the name on the original order
The copy of the bill you submit is not on the same network as the network ordered on your original order

What bills and document do i need to be submit?

You will need to upload the first page of your network airtime bill (or a copy of) which shows:
The name of the customer (must match the name we have on your original order)
Your mobile phone number
The bill value
The bill date