Delivery promise

We deliver to all mainland addresses in England, Scotland and Wales for free.

• All orders made before 5pm that cost more than £50 or include any mobile phone will be delivered by courier between 9am and 5:30pm the next working day.
• Accessories that cost less than £50 will be delivered for free by Royal Mail within 2-3 days.

We can send your order to the Carphone Warehouse store of your choice so you can collect it whenever you like. Just choose to collect from store when your order online or over the phone. Find out more on our collect from store page.

When will my order arrive?

Order placed by 5pm Monday to Thursday	Between 9am and 5:30pm the next day
Order placed by 5pm Friday	Next Monday between 9am and 5:30pm
Order placed between 5pm Friday and 5pm Monday	Next Tuesday between 9am and 5:30pm

• Deliveries to Northern Ireland and remote or offshore addresses may take up to three working days longer.
• If your order is delayed for stock or security reasons, we’ll contact you to explain what is happening.

What if I want my order to come sooner?

If you order before 5pm you may be able to get a next day delivery before 12 noon - including on Saturdays - for £10. Ask when you make your order, or call our Tracking team on 0845 601 0410.

If you live in a rural area, City Link may not be able to offer this option. For more information, contact City Link on 0121 505 9870 and quote the delivery postcode.

How much do deliveries to other UK locations cost?

• Northern Ireland - £10
• Offshore locations - £18
• Channel Islands - £35

How can I track my order?

1. Go to the City Link website: www.city-link.co.uk
2. Select Track parcel
3. Enter your transaction number or City Link job number in the box that says Customer reference number.

• If you bought online, you’ll find your transaction number in your email confirmation (it’s your order number).
• If you bought in store, the transaction number is on the top right hand corner of your bill.
• If you bought over the phone, we’ll tell you your transaction number when you order. If we didn’t, please call our Tracking team on 0845 601 0410.

4. Click Search

What if I want my order delivered to a different address?

Call out Tracking team on 0845 601 0410. If you call before 4pm Monday-Friday, City Link will try to deliver the next working day. If you call at other times, they’ll deliver within two working days.

• We can only deliver to UK addresses.
• We can only deliver SIM free mobile phones to your billing address or a registered work address.
• We can’t deliver to PO boxes, educational establishments, hospitals, MOD establishments or work addresses that aren’t on our database.

How are deliveries made?

All deliveries are made by City Link courier. All items delivered by courier must be signed for – the person who makes the order does not have to sign for it. What if I miss a delivery?
City Link will leave a card telling you they tried to deliver. They'll try to deliver your order again on the next working day.

• If you miss the second City Link delivery, your item will be held at the City Link depot for five working days.
• You can collect the item yourself from the depot. The opening times, contact details, address and map will be on the card. It's a good idea to call them before you collect your parcel so they can get it ready for when you arrive.
• You can arrange a re-delivery or re-direction by calling the tracking team on 0845 601 0410.

To collect your item from the depot, you must:

• Go to the depot yourself - you cannot send someone else to collect your item for you.
• Take two proofs of ID - one must have a photo of you.

What if I don’t contact City Link within five days of the second failed delivery?

They’ll return your order to us and we’ll contact you again to arrange a new delivery. If we can’t get in touch with you:

• We’ll return your order on our system and refund you the same way you paid – if you paid by cash we’ll refund you by cheque.
• We will not cancel new pay monthly phone contracts – you will still be liable for the monthly payments so please get in touch with us to find out how to get your phone.
• If you upgraded to a pay monthly phone contract we’ll put you back on your original contract.

When will my order arrive?

All orders are delivered by Royal Mail first class post and should arrive within two or three days.

How much do deliveries cost?

All Royal Mail deliveries are free.

What if my order won’t fit through my post box?

Royal Mail will leave you a card if they can’t deliver your order.

• You’ll usually have seven days to collect it from your local depot or arrange a re-delivery. 
• After this Royal Mail will return your order to us – this can take up to 21 days. We’ll try to get in touch with you to organise a new delivery.
• If we can’t contact you we’ll return your order on our system and refund you the same way you paid – if you paid by cash we’ll refund you by cheque.

Will all my accessories come at the same time?

Sometimes our accessories are sourced from different locations. Because of this you may get your accessories in more than one package.