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Otherwise, you can purchase a prepaid label or satchel at a Post Office.


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Head to any Parcel Locker location and follow the touch-screen prompts to return the item using your MyPost account. For this reason, the Express Post guarantee for next business day delivery will not apply for Express Post parcels sent using a Parcel Locker. For urgent deliveries, we recommend posting your parcel by the lodgement cut-off time in a Street Posting Box or at your local Post Office.

Australia Post acknowledges the Traditional Custodians of the land on which we operate, live and gather as employees, and recognise their continuing connection to land, water and community. We pay respect to Elders past, present and emerging. Skip to content Skip to primary navigation. Search Search our site. I had noticed that the address section of the form was a little confusing in terms of building name, number, street name etc. So double checked and resent. This occurred 3x before I decided to ring the company and find out what exactly was going wrong!

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I was greeted by Harry. Harry decided to patronize me stating that for the system to prompt me that something had gone wrong was obviously due to my doing something wrong. He then continued to tell me that I may have given an incorrect address and asked me to double check on my bank statement that I had the address correct like I don't know my address!

By the end of the conversation, Harry admitted that the online form is not very good and it is something they are looking into.

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He then took all my details over the phone and it went through without issue. He stated it would arrive on Friday via DPD. I asked if this was correct as it was Good Friday. He confirmed that DPD would deliver it on that day. I, therefore, organised my days to accommodate this I work bank holidays hence had to take this day off to be home.

An hour later I received a text asking me to contact MPD as they could not finalize this order as yet. I was at work and really wouldn't be home until late therefore would miss the opportunity of delivery on Friday. When I said this the man on the phone indicated that there was no delivery on Friday as DPD are closed!

When I got annoyed the man indicated that I was more than welcome to cancel the order, which felt like a complete cop out by them. I informed them that one way or another I will email through the details they require although it would have been great to have been told this earlier in the day. I therefore went online to my bank account and copied over a statement blanking out pertinent info. Back on the phone I went. James now answered the phone and decided this was a bit too confusing for him, therefore, would escalate to his Supervisor.

Moments later he was back on the phone to me requesting that I immediately email all information through and his Supervisor would get back to me asap. Some time later James rang me back and informed me that my ID had been accepted and the transaction confirmed. He stated that DPD would deliver on Saturday.

UKFD Returns & Cancellations Policy

DPD was great and delivered as they said they would. I did not open the box until Easter Sunday morning. One of the things I liked about Huawei is the fact they give you a lovely clear case inside the box in order to protect their amazing coloured handsets; the first thing I noticed upon opening the parcel was the phone was not sealed. I didn't think anything of it as was happy to finally be opening my new purchase. I carefully took the handset out and then took out the cardboard section containing the sim card key and the clear case.

I opened this section only to find that it did not contain the clear protective case at all despite an image of the case and sim key on the cardboard to confirm contents within. As I said I did a lot of research regarding differing phones and visited both an EE shop and an O2 shop both of which confirmed that a case is provided with the phone.

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At this point, I realized why the case was not sealed in that someone must have gone into the box and removed the clear case. I immediately and carefully placed all the contents back into the box and attempted to contact MPD. It was Sunday and they were closed. On Monday morning I made contact. This time Nicky took my call. I explained all to Nicky. Nicky stated that she would have to find out from Sales if a case is included. She returned and stated that Huawei used to provide a case but not anymore. I stated that the phone is only a month old so how is it that they 'used to'?

I also informed her that I had various sites already loaded including videos of people unboxing their recent P30 Pro purchases and all had cases.


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  • I informed her that I had visited phone shops who also confirmed that a case with the phone. I told her I was not happy at all as this was tantamount to theft.

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    Nicky told me she had informed her Supervisor of the situation and that her Supervisor would get back to me in the next couple of days. This wasn't good enough for me given the phone was still boxed and yet I was paying for my contract. Her immediate response was that she was more than happy to process my cancellation and that she had other calls waiting, therefore, wished to move on from our conversation. I was lost for words. Nicky continued to tell me none of this was her fault and that she has done all that she can.


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    She actually confirmed at this point that yes, the phone comes with a case but she doesn't know what happened to mine. I tried to calm her down and told her this was not personal but appreciate that I have had nothing but issues with Mobile Phones Direct and that being told it may take a couple of days to receive a call regarding my missing case after everything that has happened was not good.

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    Nicky also gave me the address in Slough of their returns Department. The conversation closed with me suggesting someone contact me asap and let me know where my case was and offer some sort of solution based customer service. Nicky reiterated that Lou, being Lousie may contact me in the next couple of days.

    Failing that I was more than welcome to cancel this deal within 14 days. I just don't understand why you should have to claim back the money yourself. Looks as though you want customers to forget to claim. Why not just pay out the money! I forgot to claim back on time 3 times, claimed 4th and they are refusing last one ignoring my emails.

    Avoid this scammers! Have used them a few times now over a number of years and can't really find fault with them. Wide selection of phones and deals and fast delivery.

    No complaints or niggles at all. They will not respond to your cashback claim and their customer service agents are rude and unprofessional. Mobile direct as company is very good , but DPD - company what delivery for them is rubbish! DPD customer service is awful and not helpful. Yesterday I did complain to mobile direct about DPD and get bit disappointed bcos lady told me I should directly complain to them.

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