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.
Delivery Method
We primarily use Fedex 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 DHL.
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 your parcel is delayed and you selected next-day delivery, the shipping cost will be refunded. However, no refund is provided for delays on orders with free shipping.
If a parcel is stuck in transit or lost, a full refund will be issued after 15 working days from the shipping date. Please note that in some cases, resolving the issue or processing the refund may take up to 90 working days.
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 disputes@mobiledirectonline.co.uk. 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.
