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  1. Where is my nearest Phone Shop?

    Our store locator will help you to find your nearest store with a Phone Shop or in aisle phone offer. Read more...

  2. How do I find out which SIM I need?

    There are different types of SIM: the standard SIM (also known as a mini SIM) and the micro SIM and the nano SIM. Read more... 

  3. How can I find out if I have good coverage?

    You can check the signal in your area by visiting your network supplier's website for details about their coverage. Read more...

  4. Can I keep my old mobile number?

    If you’re buying a new phone and want to stay with the same network on the same tariff as before you can – in most cases – simply transfer your SIM from your old phone to your new one, bringing your phone number with it. Read more...

  5. What is a PAC?

    PAC stands for Porting Authorisation Code and you’ll need this if you want to bring your old phone number with you when you move from one network to another. Read more...

  6. My phone is locked to my previous network. Can I unlock it?

    If your mobile was supplied by your previous service provider it may be locked to their network. Read more...

  7. I entered the wrong PIN and locked my phone. How can I unlock it?

    You'll need a pin unlock key (PUK) if you've locked your SIM by entering the wrong security PIN three times. To get it, call your network's customer support team and ask them to provide you with a PUK. Read more...

  8. How do I change my online password for Phone shop by Sainsbury's?

    Log in to My phone account on the Phone shop by Sainsbury’s website and click the My details button to the left of the screen. You’ll find the option to change your password here. Read more...

  9. I've forgotten my Phone shop by Sainsbury's password: what should I do?

    Don’t worry. Go to My phone account here, click on Forgotten your password? Read more...

  10. How can I find my IMEI number?

    Every phone has a unique IMEI number. You can find your phone’s IMEI either by dialling *#06# or by looking on the sticker behind the battery. Read more...

  11. How secure are my personal details on your website?

    All the information you give us through this website is confidential. You can find out how we collect and use the information you give us by reading our privacy policies. Read more...

  12. What is a cookie and how do you use them?

    You can read about our cookie policy in more detail here. Read more...

  13. Where can I find details about the price plans of the various networks available through Phone Shop by Sainsbury's?

    Browse for phones on the Phone shop by Sainsbury’s website. Read more...

  14. How can I set up roaming on my phone?

    Roaming is the ability to use your mobile outside your network provider’s region, which usually happens when you’re using it abroad. Read more...

  15. How do I turn off Bluetooth?

    A wide variety of mobiles support Bluetooth, so it’s best to refer to your phone manual to find out where these controls are on your model. Read more...

  16. How do I set up Wi-Fi?

    A wide variety of mobiles support Wi-Fi, so it’s best to refer to your phone manual to find out where these controls are on your model. Read more...

  17. Where can I get a copy of my phone manual?

    You can download a user guide for your mobile from your phone manufacturer’s website.

  18. When will I receive my Nectar points?

    If you’ve collected Nectar points on phones and accessories bought instore, they can take up to 48 hours to appear on your account, while those collected online through Phone shop by Sainsbury’s take around 28 days to appear on your account.

  19. How can I get a Nectar card?

    You can choose the option to order a Nectar registration pack when you request a free SIM from us here.

  20. Why should I register my Nectar card for Phone shop by Sainsbury's purchases?

    Our partnership with Nectar means you can collect points on most of your purchases with Sainsbury’s.

  21. How do I register my Nectar card for Phone shop by Sainsbury's purchases?

    We will prompt you to add your Nectar card details when you reach the checkout stage.

  22. Can I collect my Phone shop by Sainsbury's purchases from a Sainsbury's store?

    We are not offering this service at present. However, if you’d prefer to shop for your phone at a Sainsbury’s store instead of online, you can.

  23. How can I change my marketing preferences?

    You can opt into or out of receiving news about discounts, special offers and promotions from Sainsbury’s.

  24. How can I contact you?

    You can contact Phone shop by Sainsbury’s by email, post or by phone. You’ll find our contact details here.

  25. What is my cooling off period?

    When you buy a phone or other items from Phone shop by Sainsbury’s, you have a 14 day “cooling off” period.

  26. I bought my phone at a Sainsbury's store how do I return it?

    You can return your phone to the store you purchased it from within 14 days provided it is in its original condition.

  27. Can I recycle my old phone through Sainsbury's?

    Our mobile phone recycling service is currently being updated and should be ready in the next few weeks.

  28. When will my phone arrive?

    You can track your order by logging in to My phone account section of the Phone shop by Sainsbury’s website and clicking on the My orders button to left of the screen.

  29. Where is my order?

    You can track your order by logging in to My phone account section of the Phone shop by Sainsbury’s website and clicking on the My orders button to left of the screen.

  30. Who can I ask a general question about Sainsbury's?

    If you have a question about Sainsbury’s, you can visit the Help Centre here or contact us directly.

  31. Where is my nearest Sainsbury's store?

    Our store locator here is the easiest way to find your nearest Sainsbury’s store, the facilities it offers and its opening times.

  32. How can I make a complaint about Phone shop by Sainsbury's?

    We want you to be completely satisfied with your purchases from Phone shop by Sainsbury’s, so please get in touch if you’re unhappy about any aspect of our service.

  33. How do I return my Phone shop by Sainsbury's phone?

    You have the right to cancel your order for any reason and receive a full refund or replacement if you do so within 14 days from the date your phone was ordered.

  34. Can I cancel my Phone shop by Sainsbury's order?

    If you need to cancel an order, you can call our Helpline here and, provided it has not been dispatched, we’ll do our best to cancel it.

  35. Can I speak to somebody about a Phone shop by Sainsbury's payment?

    If your question is about a payment for an item from the Phone shop by Sainsbury’s website, you can contact us here.

  36. Can I change my delivery address on my Phone shop by Sainsbury's account?

    Yes. You can change your delivery address by logging in to the My phone account section of the Phone shop by Sainsbury’s website and clicking on the My addresses button to the left of the screen.

  37. My phone is faulty. What should I do?

    Phone shop by Sainsbury’s will replace or give a refund for any phone that develops a fault within 28 days of purchase. You’ll find details about how to return your phone here.

  38. Where is my refund?

    Refunds for transactions made using a debit or credit card usually take 7 to 10 days, including weekends and bank holidays.

  39. Where do I get more help from Sainsbury's?

    If you need any additional help or advice from Sainsbury's that is not covered in this website please go to our main site by clicking here.

  40. Where is my nearest Phone shop by Sainsbury's?

    Our Phone shop by Sainsbury’s store locator will direct you to your nearest Sainsbury’s store with a mobile phone range.

  41. I think my mobile phone has a fault

    If your phone develops a fault it may be within the manufacturer's warranty. Please call our mobile phone Helpline on 0333 400 6363 for advice.

  42. How do I set up my new phone?

    If, after you have read the phone's manual, you're having trouble operating a mobile phone bought from us, please call our mobile phone Helpline on 0333 400 6363 and our colleagues will help you get started.