Frequently Asked Questions
How do I participate in this promotion?
Pre-order a Qualifying Product between 1st October and 31st October 2020, then submit an online claim within 30 days of your delivery date.
Qualifying Products are detailed on the Qualifying Products page.
View our How It Works page for further details on how to submit your online claim.
Which territories are part of the promotion?
This Promotion is open to individuals over the age of 18, resident in the United Kingdom who hold a valid UK bank account.
How many times can I participate in this promotion?
Individuals and businesses can submit up to 2 claims during the promotional period.
My product is not listed as a qualifying product, is it eligible for the promotion?
We can only offer the reward for purchases of qualifying products listed on the Qualifying Products section of this website.
When can I submit my claim?
The online claim form opens on 27th October 2020. Complete the online claim form on this website within 30 days from your delivery date.
How do I prepare my proof of purchase to upload during the claim process?
Physical Copy/In Store Purchase:
If you have a scanner, scan your proof of purchase and save to your computer ready to upload.
If you do not have a scanner, take a picture with your mobile phone, digital camera or tablet. To transfer this document to your computer you can simply send it via email or transfer via USB. If you are claiming on your tablet, upload the image from your tablet's photo library.
Digital Copy/Online Purchases:
Print and Scan as detailed under physical copy/ in store purchase
Save your proof of purchase to your computer ready to upload
Take a screenshot of the proof of purchase and save as PDF or JPEG to your computer. To save your proof of purchase as a JPEG, simply paste the screenshot you have taken into Microsoft Paint and save this document to your computer as a JPEG.
If claiming from a tablet, take a screenshot of the proof of purchase and upload to the claim form from your photo library.
General Requirements for documents uploaded:
When scanning or taking a picture please ensure all the required details are clearly visible. Blurred or unclear proof of purchase may invalidate your claim.
Uploaded documents must be in PDF document or JPEG image format. Maximum size of each document is 10Mb.
If required you can upload multiple documents, simply select the files one at the time and click upload during the claim process.
Why can't I select my purchase date?
This is likely to be for one of the following reasons:
- You have missed the claim window for this promotion
- Your purchase date is outside the promotional period
Please refer to your proof of purchase and the Terms and Conditions of this promotion and the claim period detailed.
How do I upload my proof of purchase?
Prepare your documents for upload and then during the claim process follow these steps:
To upload the document(s) select 'Choose File', then locate the file that you want to upload and click 'Open'. The name of the document selected will be displayed on the web page, check this is the correct document then select 'Upload'.
If you need to add more documents repeat this process. The documents will be listed as you add them. If the wrong document was selected simply remove them by using the delete button (indicated by the Bin icon). Once all documents are loaded select next.
What payment details will I need to provide during the online claiming process?
You will need to provide the following details:
- Account Number
- Sort Code
- Account Holders Name
I have just submitted a claim, what happens next?
Your claim will be checked by one of our agents and the status of your claim will be emailed to you. We will keep you up to date on the status of your claim via email, you can also check the Claim Tracker function on this website as to the status of your claim.
I have submitted a claim but I haven't received any further updates, what should I do?
Please check the email account you provided during the claim form for emails related to this promotion. Ensure you check your junk or spam email folder. Alternatively, you can use the Claim Tracker function on this website.
I have received a missing information email, what does this mean and what do I have to provide?
Please refer to the email we have sent you, it may be that the details uploaded for your proof of purchase were not sufficient to process you claim.
Common reasons for Missing Information:
- Proof of purchase was not legible
- Proof of Purchase did not show the price paid, products or retailer purchased from
- An incorrect document was uploaded and not a proof of purchase
- An order confirmation was supplied which did not show the products were purchased, in this case we ask you to provide further documents to support your claim, this could be a delivery note or invoice
- The serial number you entered on your claim is invalid
- The bank details you provided are not matching with the claimant/company details
How do I send in my Trade-in device?
Once you have submitted your claim online, it will be reviewed by one of our agents. If provisionally approved you will be sent further instructions of how to return your trade-in device. Trade-in device(s) must be received within 15 days from your claim approval. Dependant on the particulars of the Terms & Conditions you will be offered either a postage label, courier service or postage contribution.
How should I package my Trade-in device?
Once your claim is approved, please follow the below guidelines and advice:
- Pack your items securely in a box or container
- Avoid using damaged containers or boxes, consider the strength and durability
- Always use high quality wrapping and cushioning/filler materials to avoid loose contents
- Always remove old labels and stickers when reusing boxes.
- Protect edges and sharp points with heavy, well-secured edge protection
- Use heavy-duty double-layered cardboard for valuable items
I have been supplied with a prepaid postage label to send in my Trade-in device, what do I do now?
Package up your Trade-in device as outlined and securely affix the prepaid postage label provided in the approval email to your parcel and take to the post office. Please make sure you include the barcodes in your parcel. Without this we are unable to identify your Trade-in device.
I will be receiving a postage contribution to send in my Trade-in device, what do I do now?
Package up your Trade-in device as outlined and affix the address details provided in the approval email to your parcel. You will receive the postage contribution upon validation of your claim. We recommend sending by a tracked or recorded service, the promoter will not be held liable for lost or damaged trade-ins. Please make sure you include the barcodes in your parcel. Without this we are unable to identify your Trade-in device.
I have missed the timeframe to send my Trade-in device; can I still send it in?
No, unfortunately not. We must receive your Trade-in device within the timeframe stipulated in the Terms and Conditions of the promotion.
I have sent in my Trade-in device but I have not received any further updates, what do I do now?
From the date that we received your old device it can take approximately 10 working days for us to receive the final test report to be able to process your claim.
Typically when sending in your trade-in device you will have received a tracking number, depending on the service used or supplied you may be able to track the parcel through the supplier.
I have received a revaluation email, what do I do?
Claims may be revalued if your trade-in item did not meet the Terms and Conditions of the promotion; in this case we send you an email advising of the revaluation.
If you do not agree with the revaluation please contact our customer service team within the timeframe specified in your email received who will review your claim and give you a final decision.
How long will it take to receive my reward?
Payment will be made within 14 days from your trade-in device being validated.
Why have I not received my reward?
If you have received an email to confirm approval of reward, please check the following:
Contact Us Form
If you have any problems or questions related to this promotion, our customer service team will be happy to help.
By Telephone: 0330 054 2398
Lines are open Monday to Friday, 9am to 5pm. Calls will be charged at local call rates from landlines only.