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How do I contact PhoneMart?

Need a hand? Pick the option that matches what you need help with and we will point you to the quickest route.

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I need help with an order

For anything about an order you have placed, email us and include the order number so we can find it straight away. Here's how:

Step 1. Sign in to your PhoneMart account using the account icon at the top right of the site.

Step 2. Open My Orders.

Step 3. Find the order and copy its order number. It starts with RM-.

Step 4. Email [email protected] with the order number and what you need, and we will reply within one working day.

Keep in mind that:

  • If we replaced your device under warranty, the replacement stays attached to your original order rather than appearing as a new one.
  • Delivery updates and the tracking link are on the order itself, so check there first if you are only after a parcel status.
  • Returns are handled from the same email thread. Tell us the order number and the item, and we will send you the return steps.

Go to My Orders

I need help with a trade-in

For a trade-in you have already started, whether that is a question about your offer, a revised price, posting the device or a payment you are waiting on, contact us with the trade-in ID.

Step 1. Sign in to your PhoneMart account.

Step 2. Open Trade-ins.

Step 3. Find the trade-in and copy its ID using the copy icon next to it.

Step 4. Email [email protected] with the trade-in ID and your question. We reply within one working day.

You can also cancel a trade-in yourself from that page while it is still waiting for the device, and reprint your trade-in slip from there at any time.

Go to your trade-ins

I need help with something else

For anything else, including questions before you buy, a device you are thinking of trading in, or general enquiries, email [email protected]. You will hear back within one working day.

Many questions are already answered in our Help Centre, which you can search by keyword or browse by topic.

Go to the Help Centre

When we reply

PhoneMart is an online-only store, so we do not have a phone line or a shop counter. Email is answered Monday to Saturday, and every message gets a reply within one working day.

Not happy with how something was handled?

Reply on the same thread and ask for your case to be escalated, and a senior member of the team will pick it up. Our complaints process and the independent dispute-resolution options open to you are set out on our Other Legal Information page.