Same Day Dispatch:

At Mobile Direct, we strive to provide efficient service. If you place and pay your order before 3pm on any regular business day (Monday to Friday, excluding bank/public holidays), we guarantee same-day dispatch. However, please note that orders placed after 3pm on Friday until Sunday will be shipped on Monday or next working day. This ensures your order is promptly processed and prepared for shipment. Please be aware that bank holidays are excluded from our same-day dispatch guarantee.

Order Progress Updates:

We value transparency and want to keep you informed about your order’s progress. To provide you with timely updates, we will send you regular emails regarding the status of your order. If you do not find these emails in your inbox, kindly check your Spam or Junk folder to ensure you receive all relevant information. Once the tracking details are updated an automated email is sent containing the tracking number and the courier company name, so you can track the parcel.

Free Shipping Delivery Time:

For orders eligible for free shipping, the estimated delivery time is 1-3 working days. However, please bear in mind that delivery times may vary based on the delivery address and any potential Covid-19 restrictions that may be in place. We make every effort to deliver your package as quickly as possible while ensuring compliance with any prevailing safety measures.

Next Day Deliveries:

For customers who opt for next day delivery, we prioritize the prompt delivery of your order on the next working day. However, due to potential Covid-19 restrictions, unforeseen circumstances, or other factors beyond our control, there may be occasional variations in the delivery time. Rest assured, we are committed to minimizing any delays and getting your package to you as soon as possible.

Delivery Method:

We primarily use Royal Mail as our trusted delivery partner. They are known for their reliable and efficient service, ensuring that your package reaches you in a timely manner, but in some cases we do use other services like DPD and FedEx.

Tracking Your Order:

To keep you updated on the whereabouts of your parcel, we provide a convenient “Track Your Order” feature. Simply click on the provided link to access real-time tracking information and monitor the progress of your delivery.

Delayed/Lost/In Transit:

If the parcel is delayed and you have paid for the next day delivery, we will refund the shipping cost, for free shipping no refund is made for delayed deliveries. In case the parcel is stuck in transit or lost, full refund will be issued after 15 working days of the parcel shipping date.

Damaged/Opened/Re-Sealed:

If the package appears to be in a damaged, tampered, or resealed condition, it is advisable to decline the delivery and promptly notify us. This action is essential to ensure you are protected against any potential loss. If you do accept the delivery and later discover such issues, please reach out to the courier company to obtain evidence of the problem. Failure to do so may impact our ability to provide a refund or send a replacement. And the customer will assume full responsibility for the entire loss. Mobile Direct bears no liability in any way whatsoever.

Proof of Non-Delivery:

In the unlikely event that your tracking status indicates “delivered” without your receipt of the parcel, we kindly request submission of evidence demonstrating non-delivery within 10 days from the recorded delivery date to facilitate a claim with the courier service. To acquire such evidence, please directly contact the courier company and submit a general inquiry email to ascertain whether the parcel was indeed delivered to your specified shipping address. Forward their response to [email protected]. Upon review of their confirmation, appropriate measures, such as issuing a refund or dispatching a replacement, will be taken if it is established that the parcel was delivered elsewhere.

It is important to note that valid evidence of non-delivery, either provided electronically or through postal correspondence by the courier company, is required in this scenario. Enquiry/investigation or complaint references are insufficient as evidence, as they merely serve as identifiers for your request. We empathize with any inconvenience caused but must insist on obtaining proper evidence before proceeding with the claim. Failure to provide such evidence will result in the claim not being submitted, and any ensuing loss will be the responsibility of the customer.

For any further queries or concerns, please do not hesitate to reach out to us at [email protected]. We are here to assist you and provide the best possible customer service experience.