Do you have a Privacy Policy so I can be confident my details are safe?
Yes, see our Privacy Policy for more details

How do I go about returning something I've previously bought from you?
See our Returns Policy for more details

What payment methods do you accept online?
Credit Cards we accept are the following: Visa, Visa Electron *, Master Card, Switch, Maestro and Solo *.

* Note: Only accepted on purchase of "pay as you go", "sim-free mobile phones" & "accessories".

Can I have my goods delivered to an alternative address?
Thatzcool Ltd has a strict policy against identity theft and credit card crimes, that’s why we only deliver to the registered address on the credit card. We realize this may be inconvenient for some people, but this is done keeping in mind our client’s security and privacy and by doing this we are playing a part in helping to reduce crimes associated with credit cards.

What happens if I am not in when Royal Mail attempt delivery?
In case of no one being there to sign for the delivery, a card will be left at the address and the parcel will be held at the local Royal Mail Depot. Unclaimed Parcels will be held for 10 days before they are returned to ThatzCool Ltd. Please call the number specified on the card if you wish to re-arrange delivery, collect from your local Post Office or to re-direct the parcel to an alternative address.

Can I port my existing number to my new phone?
You can keep your existing mobile phone number from your current pay as you go or contract phone when purchasing a new mobile package from Thatzcool.co.uk depending on which network you want to transfer to (We can not port over the number on the same network if it’s on a contract).

We currently only support number porting when transferring to 3G, T-mobile, Orange, Virgin and BT Mobile, Vodafone and O2. To keep your existing mobile phone number all you need to do is follow these simple steps:

1. Place your order on our website
2. Contact your existing network provider to request your PAC (Porting Authorization Code)
3. Contact your new network provider on the appropriate number below and quote your temporary number (the number your new phone is registered to), your existing number that you want to keep and the PAC (Porting Authorization Code).
   
   

   Orange	0797-310-0150
   3G	0870-733-0333
   T-Mobile	0845-412-5000 (150)
   Virgin	0845-600-0789
   BT	0800-032-2111
   Vodafone	0870-070-0191
   O2	0870-586-0860 (100)

   
   

What if my product is faulty?
At thatzcool Ltd we take every step to ensure that this doesn’t happen very often. In any case for some reason, your chosen product does not work or has been damaged or tempered with, you can always return it to us for a refund or replacement. The following explains your options:

Within 24 hours after your date of receipt:

All you need to do is contact the Web Customer Services Team at thatzcool.co.uk, who will arrange for the return or refund of the phone (and/or accessories) at no extra charge. Once we have received the returned goods in their original packaging, we will arrange for a replacement product or refund to be sent to you.

Unfortunately we will not be able to offer an exchange if there is any accidental or physical damage to the returned item. Please note that some faults are not covered by the manufacturer’s warranty, for example accidental & liquid damage. Be aware that damp atmospheres & extreme changes in temperature (e.g. leaving your phone in a car overnight) may cause problems with liquid damage. Your statutory rights are not affected.

Our Web Customer Services team can be contacted at info@thatzcool.co.uk or on 0808 234 6397 Round the Clock - 24 Hours a Day and 7 Days a Week Monday through Sunday).

What proofs of identification may I need for a contract phone?
As part of the procedure for connecting a mobile phone, we might be requested by the Network for some proofs of your identification to be faxed over to them. Only certain proofs are acceptable and delays are inevitable if the Network is unhappy or dissatisfied with any particular documental proof of Identity.

Unless purchasing a pay as you go phone the customer must be 18 or over the age of 18.

Proofs of ID for 3
Please supply one proof of identity from each list: ACCEPTABLE PROOF OF SIGNATURE

1. Credit/Debit Cards - the front of the card only needs to be photocopied. The name, all numbers and expiry date must be fully visible. The card must not be out of date.
2. High Street Store Credit Cards - the front of the card only needs to be photocopied (e.g Marks & Spencer, House of Fraser)
3. Full UK & Irish Driving License NB: If it is the new style two part license (Comprising a credit card sized photo card and a paper counterpart), then we require only the plastic photo card
4. A provisional Driving License is also acceptable on the condition that it is the new style two-part license.
5. Passport (UK or International) - Extension not accepted
6. Firearms Certificate

ACCEPTABLE PROOF OF ADDRESS - MUST be the address used to order the phone

1. Utility Bill (i.e. water, gas, electricity, telephone, council tax bill)
2. Full UK & Irish Driving License (providing it is not used as proof of signature) NB: If it is the new style two part license (Comprising a credit card sized photo card and a paper counterpart), then we require only the plastic photo card
3. A provisional Driving License is also acceptable on the condition that it is the new style two-part license.
4. Bank or Credit Card Statements
5. Family Allowance or Pension Book (must show date of issue stamp / Date of last order - DOLO)
6. Firearms Certificate (providing it is not used as proof of signature)

Bank Statements, Utility Bills and Family Allowance/Pension Books used as a proof of address MUST be dated and the date must be within the past 3 months.
PROOFS NOT ACCEPTABLE

1. Electron / Solo Cards
2. Supermarket / Store Loyalty Cards (e.g Tescos Club card etc.)
3. Duplicate Driving License
4. Promotional Mail Shots (e.g Financial Institutions offering a personal loan)
5. Statements from High Street Stores
6. Police or Armed Forces ID card (it is a disciplinary offence for the holder to allow their identity card to be photocopied)

Proofs of ID for O2
Proof of Identity:

1. Full UK and NI driving license - photo card is accepted without the counterpart
2. Provisional UK and NI driving license.
3. Passport
4. Credit card
5. Debit card/Bankers card - NOT SOLO OR ELECTRON
6. Cheque Guarantee Card
7. Charge card - e.g. Amex, Diners Club
8. Store card - e.g. Dagenham’s, M & S, Next etc - must have expiry date on
9. Firearms license

1If Proof of Residence requested by referrals:

1. Utility bill - e.g. gas, electric, water - no older than 3 months
2. Bank statement - no older than 3 months
3. Building society statement - no older than 3 months
4. Credit card statement - no older than 3 months
5. Council tax statement - no older than 3 months
6. Insurance policies - valid and in the applicant’s name and address
7. Mail order statements - no more than 3 months old
8. Full UK and NI driving license - photo card is accepted without the counterpart
9. Provisional UK and NI driving license.
10. Family allowance book
11. Mortgage repayment statement

Proofs of ID for Orange
Please supply one proof of identity from each list: ACCEPTABLE PROOF OF SIGNATURE

1. Credit/Debit Cards - the front of the card only needs to be photocopied. The name, all numbers and expiry date must be fully visible. The card must not be out of date.
2. High Street Store Credit Cards - the front of the card only needs to be photocopied (e.g Marks & Spencer, House of Fraser)
3. Full UK & Irish Driving License NB: If it is the new style two part license (Comprising a credit card sized photo card and a paper counterpart), then we require only the plastic photo card
4. A provisional Driving License is also acceptable on the condition that it is the new style two-part license.
5. Passport (UK or International) - Extension not accepted
6. Firearms Certificate

ACCEPTABLE PROOF OF ADDRESS - MUST be the address used to order the phone

1. Utility Bill (i.e. water, gas, electricity, telephone, council tax bill)
2. Full UK & Irish Driving License (providing it is not used as proof of signature) NB: If it is the new style two part license (Comprising a credit card sized photo card and a paper counterpart), then we require only the plastic photo card
3. A provisional Driving License is also acceptable on the condition that it is the new style two-part license.
4. Bank or Credit Card Statements
5. Family Allowance or Pension Book (must show date of issue stamp / Date of last order - DOLO)
6. Firearms Certificate (providing it is not used as proof of signature)
7. Bank Statements, Utility Bills and Family Allowance/Pension Books used as a proof of address MUST be dated and the date must be within the past 3 months.

PROOFS NOT ACCEPTABLE

1. Electron / Solo Cards
2. Supermarket / Store Loyalty Cards (e.g Tescos Club card etc.)
3. Duplicate Driving License
4. Promotional Mail Shots (e.g Financial Institutions offering a personal loan)
5. Statements from High Street Stores
6. Police or Armed Forces ID card (it is a disciplinary offence for the holder to allow their identity card to be photocopied)

Proofs of ID for Vodafone
Proof of Identity:

1. Full UK and NI driving license - photo card is accepted without the counterpart
2. Provisional UK and NI driving license.
3. Passport
4. Credit card
5. Debit card/Bankers card - NOT SOLO OR ELECTRON
6. Cheque Guarantee Card
7. Charge card - e.g. Amex, Diners Club
8. Store card - e.g. Dagenham’s, M & S, Next etc - must have expiry date on
9. Firearms license

If Proof of Residence requested by referrals:

1. Utility bill - e.g. gas, electric, water - no older than 3 months
2. Bank statement - no older than 3 months
3. Building society statement - no older than 3 months
4. Credit card statement - no older than 3 months
5. Council tax statement - no older than 3 months
6. Insurance policies - valid and in the applicant’s name and address
7. Mail order statements - no more than 3 months old
8. Full UK and NI driving license - photo card is accepted without the counterpart
9. Provisional UK and NI driving license.
10. Family allowance book
11. Mortgage repayment statement