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Chitter Chatter FAQ's

If your questions are not listed here, please Contact Us

Orders & Delivery

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 calling card and you can pick up your item from your nearest collection point, or alternatively rearrange delivery.


Order Time:Expected Delivery
Monday to Friday before 5pm*Next Day
Friday after 5pm*Tuesday
Saturday and Sunday*Tuesday

*Subject to successful network and / or identity checks and stock availability. Excludes bank holidays and national holidays. For more information on weekend and bank holiday deliveries please see our Bank Holiday FAQ.


If you are not at home DPD will leave a calling card (with contact details) and reattempt the following day. However, first-time deliveries that are missed on a Friday or Saturday will be reattempted on the following Monday. If your second delivery is missed, your order will be returned to your nearest DPD depot for five working days. You can get in touch with DPD online or by calling 0121 275 0500

The SIM card is usually located either in the network welcome pack, or in an envelope down the side of the phone box. If you still cannot locate the SIM card please contact your network directly. We are unable to dispatch another SIM to replace lost products for data protection reasons.

We are unable to deliver on bank holidays and as such, any orders sent for delivery on a bank holiday will automatically be delivered the next working day.

For example if you order after 5pm on a Friday, you would usually expect to receive your phone the following Tuesday. If the following Monday was a bank holiday we will deliver your phone the second working day which would be Wednesday.

Products

Yes, our phones are brand new and include a manufacturer’s warranty.  If a phone is refurbished or pre-owned this is clearly stated on the product page.

New phones purchased from Chitter Chatter include our Mobile Lifetime Guarantee. This guarantees the phone for life against manufacturer defects or faults.  Full details are included in our Terms and Conditions.

Chitter Chatter Ltd covers your new phone against any manufacturer faults for the lifetime of your new device. That’s longer than any standard manufacturer warranty. Should a product fail due to manufacturing defects in workmanship and/or materials, or a genuine fault, we will repair the item free of charge or replace at our discretion.

What is NOT covered with the guarantee?

  • Our guarantee covers genuine manufacturing faults or defects only and does not cover normal wear and tear. Headphones, chargers and other accessories supplied with the device are not covered.
  • Accidental damage and water damage. Whether it’s caused by you or someone else.
  • Poor aftercare. Your product should be cared for and properly maintained. If, for example, your device was serviced or repaired by any company or person other than the manufacturers authorised agent the fault would be due to poor aftercare, rather than being a manufacturer’s fault.  We recommend using a case and screen protector for your phone.
  • Damage caused by misuse or alteration of the product.
  • Any consequential loss or damage resulting from a fault.
  • Second hand items. Our guarantee covers only the original owner and is not transferrable.

Refurbished phones are phones that have been returned to us or a third-party for resale at a reduced price. They are tested, fully working, data cleaned and the condition is as described on the product page.  If they include any accessories such as a charger or headset, this is stated on the product page.

If a phone is a refurbished phone, this is clearly stated on the product page of our website in the product name.

My new phone is not active yet - I can’t make / receive calls?

When we dispatch your phone, we also arrange for the network to connect your phone. The network works on this whilst your phone is travelling to you, and should be connected within 24 hours after delivery. We do this to make sure that your line rental starts on the day you receive the phone and not before.

What can I check?

Make sure that the phone is fully charged. Most manufacturers recommend 12 hours to ensure that the phone gives you maximum call and standby times. Make sure that the battery is fitted correctly - take it off and replace it (if the battery is removable).

Is the SIM card inserted?

Is the SIM card in the right way? It should only fit one way. Call your new mobile number from a landline. If you hear a ‘dead tone’ the handset has not yet been connected. Switch your phone off and then back on again. Your phone may need to reset before the connection is completed.

Are you in an area where there is coverage?

Step outside and try it there just in case the building is stopping the signal getting through - some metal framed buildings can cause problems.

My phone seems to have a fault

If you believe your phone has developed a fault try the following just to make sure that it really is faulty: Make sure that the phone is fully charged. Put it on charge for a couple of hours, make sure that the ‘charge indicator’ is charging. It is best to charge the phone when switched off. Make sure that the battery is fitted correctly - take it off and replace it.

I have lost/damaged my sim card

You will need to purchase a new sim card from your network, please see important number section in the FAQ’s for contact details of your Network.

Still won’t work?

Please email [email protected] or call our customer service number on 0208 185 7579 during weekdays.

Keeping my Phone Number (PAC&STAC)

If you wish to transfer your number from another network onto your new contract then you need to request a PAC (Port Authorisation Code) from your current network provider. You can do this by texting the word PAC to 65075 – You will get a text message immediately with your PAC. Once you have this you will need to provide this to us during the checkout section of our website when ordering your new phone or SIM only plan, and we will then ensure that your phone number is transferred to your new contract automatically.

To get a PAC you can text the word PAC to 65075. You then need to provide this to us so we can arrange an automatic number transfer with your old network and cancel your old service.

A PAC is a 9-character code in the format ‘ABC123456’ that allows you to port your mobile phone number over to a new network. You cannot use a PAC to stay with the same network.

A STAC is a 9-character code in the format ‘123456ABC’ that allows you to take a new number to a new network whilst also cancelling your existing phone contract with your old network. You cannot use a STAC to stay within the same network.

To get a STAC you can text the word STAC to 75075. You then need to provide this to us at checkout when ordering your new phone so we can arrange cancellation of your old service with your old network.

You will receive a text within 60 seconds with the code, this needs to be entered in our checkout when placing an order for a new contract if you want to transfer your existing mobile number to your new network provider.

Once you have received your PAC/STAC it is valid for 30 days. If you do not use this, your mobile number will not switch, and you could risk being billed by your old provider as well as your new provider. If your code expires before you use it, you will need to text the original number again.

You will not be charged for texting these numbers. If you are still within your contract, you may need to pay an early termination fee. The text message you receive with your code will let you know if you have any payments to make before you can switch networks.

If you would like to switch networks, cancel your existing number, and get a new number on your new contract, you need to request a STAC (Service Termination Authorisation Code) from your current network provider. You can do this by texting the word STAC to 75075 – You will get a text message immediately with your STAC. Once you have this you will need to provide this to us during the checkout section of the website and we will cancel your existing service when we connect your new contract.

Yes, you can do this by obtaining a PAC from your old / existing network and providing it to your new network. Unfortunately, you will have to do this directly with the networks.

Your mobile number will change within one working day after the new contract has been activated.

No, you do not have to use these codes. If you do not provide a code, you will receive a new number and your old contract will stay active, you will be at risk of being charged for your previous contract as well as your new contract.

If you decided you wanted to keep your number later after ordering your new phone, you would need to discuss this with the network directly, we can only do this for you when you place your order.

If you have multiple numbers with your network, you would need to call your current network or visit your online account.

If you are still within your contract, you may need to pay an early termination fee or ETF. You can find out if an ETF is due by texting INFO to 85075. To pay this fee, you would need to contact your network directly.

Don’t panic if you do not see your existing number on the new SIM immediately or if there is a different number on the SIM itself. Each sim card has a default telephone number assigned so you can use it straight away.

Please allow 24-48h (Mon-Fri) from the point of delivery for your existing phone number to move across. If you have provided your PAC at the point of application, this should happen automatically.

You will know when it has done so when the old SIM card from your previous network stops working, this will be your cue to start using the new SIM we have supplied going forward. You may need to reboot your phone to pick up your old transferred number from the network.

If the above period has elapsed and your number has not moved across, please contact the network directly.

Handset Information & Non UK Stock

We purchase UK and Non UK stock from official and authorised partners, so we know we are always sourcing the best quality product at the lowest prices to give our customers the best possible deal.

Non UK stock is stock which is sourced outside of the UK for use in the UK. It is fully tested, inspected and checked by authorised partners to ensure it includes the correct firmware and accessories for use in the UK – which means we can bring you an even better value deal!

From time to time, depending on a number of factors (including exchange rate), we often find that buying stock in Europe and beyond can work out as better value than buying directly from the UK. This means our customers get a great product, our award-winning customer service and an even better deal.

Yes, you will receive full manufacturer warranty with any Non UK stock, plus Chitter Chatter’s aftersales service. This is the same warranty that comes with UK sourced handsets – the only difference is the price!

You will get the exact same accessories as you would if you were purchasing a UK variant of the device. The only difference is the price!

Network Phone Bills

The quickest and easiest way to answer any billing questions, check your allowances and find out account details, is to download your network’s billing app.

If you have not received a bill from your mobile phone network, you will need to contact them directly so that they can investigate this for you. The mobile phone networks now usually charge for paper billing to help save paper and the environment, and they all offer online billing. You can obtain the number for your provider from the Useful Numbers section.

The quickest way to find out is by downloading your network app (see the link above) or you will need to contact your mobile phone network directly as we do not have access to your billing accounts. You will find their contact number at the top of the bill. Alternatively, you can obtain the number from the Useful Numbers section.

To make amendments to your price plan, you will need to contact your mobile phone network directly to discuss your options. You will find their contact number at the top of the bill. Alternatively, you can obtain the number from the Useful Numbers section.

If there has been an error with your bill, or you have any other bill related query, you will need to contact your mobile phone network directly as we do not have access to your billing accounts. You will find their contact number at the top of the bill. Alternatively, you can obtain the number from the Useful Numbers section.

If you have any bill related query, you will need to contact your mobile phone network directly as we do not have access to your billing accounts. You will find their contact number at the top of the bill. Alternatively, you can obtain the number from the Useful Numbers section.

Cashback Claims

With Chitter Chatter you do not need to claim cashback, it is paid to you automatically unless otherwise stated.

Your cashback will be paid directly into the bank account we have registered for you each time a cash back payment is due to you. You will automatically receive the cashback payment by 30th of each month until you either upgrade or cancel your current contract. If you have selected a one-off cash back deal, we will pay the cashback amount directly into your bank account within 90 days from the date of connection.

Payment of cashback is subject to our Terms and Conditions.