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Orders and Returns on Vodafone IE

Orders and Returns

 

Online orders

 

Order confirmation

Once you place an online order with us you should get a confirmation email within 2 hours. This is will have useful information like your order number and order summary.

When will I get my order?

For mobile phone or accessory orders, you should expect to receive your delivery within 5 working days.

Your package will delivered by An Post to your nominated daytime address (within the Republic of Ireland) so please ensure this address is correct  to avoid delays.

You will receive more information to the email address you provided including notification of when your order has been shipped so please make sure to check your account. 

Here you'll find the terms of our delivery service.

Tracking your order

When your order has shipped you should receive an email containing a tracking number which you can use to track your parcel.

You can also check the status of your orders by logging into My Vodafone and clicking on My Records.

What should I do if I have not received my order?

If you haven't received your order within this time please contact us on Live Chat for help.

How do I login to My Vodafone?

To login to My Vodafone please visit www.vodafone.ie and click on this icon on the top right hand side of the page:

 The use the mobile number/email address you used to register along with your chosen password.

How do I get a proof of purchase of my online Order?

You will receive a confirmation email including an order reference number. This can be used as proof of your online purchase.

 

Returns and cancellations

 

Returning faulty goods

If your phone, modem, tablet or accessory becomes faulty within the warranty time period, you can arrange to return it. Please see below for more information.

Online purchases:

Contact us on Live Chat through our Support hub.

In-store purchases:

If you bought your device from a Vodafone or Vodafone franchisee store, please return it to the same store with proof or purchase.

See here for our store opening hours.

Cancelling within your 14 day cooling off period

Cancelling within your 14 day cooling off period (online, phone and door to door purchases only)

Where you purchase goods or services from Vodafone over the phone, online or from one of our door to door sales agents, as a consumer the European Union (consumer information, cancellation and other rights) Regulations 2013 (‘The Consumer Information Regulations’) apply. A consumer is a natural person acting for purposes outside their trade, business or profession. This right does not apply where you have purchased goods or services in one of our retail stores.

Under the Consumer Information Regulations, you may be entitled to a 14 day cooling off period. If so, you have the right to cancel your contract with us or get a refund on any purchase made before the expiry of your 14 day cooling off period without giving any reason. Your cancellation period will expire 14 calendar days following receipt of your goods, or in the case of services, from the date your contract was concluded. If multiple goods are ordered in one order and delivered separately, the cooling off period expires 14 days after the date of the last delivery. Please follow the instructions below to let us know you wish to cancel before the expiry of your cooling off period.

Please note the following information in relation to the cooling off period:

  1. You understand and accept that where you purchase digital content not supplied on a tangible form, the 14 day cooling off period expires immediately once you begin to download or stream this digital content
  2. Where you purchase a service of ours and you agree that the use of this service begins before the end of the cooling off period, you will be liable for all service charges (such as line rental, call charges and data) incurred up to the date of cancellation where you chose to cancel the contract under the Consumer Information Regulations
  3. Where you have used the products or services supplied to you to avail of mobile / fixed services before the expiry of the cooling off period you will be liable for any diminished value of the products or services. You will only be liable for any diminished value of the goods resulting from the handling of goods beyond that necessary to establish their nature, characteristics and functioning
  4. Please note that there are certain circumstances where you do not have a right to cancel and you can find more information on these in our Online Shop Terms and Conditions

How do I cancel my order within the cooling off period?

Mobile bill pay customers

To cancel your order before the expiry of the 14 day cooling off period, call 1907or go to our Support hub and speak to one of our live chat agents. We will arrange a courier service to collect the device. You will then need to fill out this cancellation form. Please note: where you cancel by phone, you will need to provide a copy of the signed cancellation form to the courier.

Alternatively you can simply complete the form and post it along with the device, the box and any additional content that was included with your order to the below address. We recommend using registered post.

Mobile pay as you go customers

To cancel your order before the expiry of the 14 day cooling off period, call 1747 or go to our Support hub and speak to one of our live chat agents. You will then need to fill out this cancellation form and return it to us at the following address along with the handset within 14 days. We recommend using registered post.

Vodafone Returns,
1 Sandyford Business Park,
Burton Hall Avenue,
Sandyford Industrial Estate, 
Dublin 18.

Vodafone Home customers

The easiest way to cancel your Vodafone Home services is to contact us on 1907 or go to our Support hub and speak to one of our live chat agents.

Another way to cancel your Vodafone Home services is to complete this form and post it to the below address within the first 14 days of your home services being connected. A member of our Care team will be in contact to confirm your cancellation.

Customer Options Team 2C,
Vodafone,
MountainView,
Leopardstown,
Dublin 18.

Please note for all returns

  • You'll be responsible for the cost of returning the products (including any additional items sent with your product, such as chargers, modems and headsets) to us unless:
    • we arrange to collect the goods from you or provide you with a prepaid return envelope (Bill pay and Vodafone Home only) or;
    • the goods were damaged or defective at the date of delivery to you
  • You'll need to take reasonable care of the products until they're returned or collected by us. Vodafone will not be responsible for any products while they are in transit returning to us and we recommend you pack the products securely and that you use a recorded-delivery service if applicable (such as registered post) to return products to us
  • You must return the goods to Vodafone within 14 days of informing Vodafone of your wish to cancel unless Vodafone arrange to collect the goods directly from you
  • Please note if returning goods we require the completed cancellation form (see above for the correct form). Without this information we will be unable to identify a returned package as yours and we will not be able to process the return / refund
  • Click here to view applicable Postal Rates

Checklist

Please ensure you return the following items:

  • A copy of your completed cancellation form
  • Phone, tablet or modem (without physical damage)
  • Please ensure that all data is cleared from your phone and that all security features are switched off (ie: Remove all passwords, switch off ‘Find my iPhone’ and restore to factory settings). Please note that it is your responsibility to ensure all personal data is removed from the device. Please remove your SIM card and remove all data from any memory card supplied with your handset
  • Accessory (without physical damage)
  • Charger
  • Battery
  • Any additional content that was included with your order must be included
  • Packaging

Returning your phone under the Network Satisfaction Guarantee

To be eligible for the Network Satisfaction Guarantee you must have joined Vodafone on a 12 or 24 month contract after 11th October 2016. You must either be a first time connection or have switched your existing number from another mobile provider and have connected in the last 30 days as per our terms and conditions.

Please note that if you have purchased online or over the phone you are eligible to avail of our 14 day cooling off period. If you signed your contract in a retail store you must return to the same store to cancel the contract.

If you connected to Vodafone through a distance selling channel (that is, online or phone) you must call us on 1907 within the first 30 days of your contract to confirm you wish to avail of the Network Satisfaction Guarantee. Our Care team will arrange the return of the phone. When returning the phone, please print off and complete the Network Satisfaction Guarantee form.

Return the phone to:

Vodafone Returns
Network Satisfaction Guarantee,
1 Sandyford Business Park,
Burton Hall Avenue,
Sandyford Industrial Estate, 
Dublin 18.

Please note that your contract cannot be cancelled until we have received the phone sold to you as part of the contract. The phone must be returned to us in working order and in the same condition you received it – that is, it has not been damaged or scratched. We reserve the right to place a diminished value should the phone be received back in poor condition.

We will NOT be able to cancel your contract under the Network Satisfaction Guarantee until we have received the phone back. 

Checklist - Please ensure you return the following items:

  • A copy of your completed Network Satisfaction Guarantee form
  • The phone (must be without physical damage)
  • Please ensure all data is cleared from your phone and all security features are switched off
    1. Remove all passwords
    2. Switch off ‘Find my iPhone’ and restore it to factory settings
  • Please note that it is your responsibility to ensure all personal data is removed from the device
  • Please remove your SIM card and remove all data from any memory card supplied with your handset
  • Charger
  • Battery
  • Any additional content that was included with your order must be included
  • Packaging
  • Screen protector or phone cover (if you purchased them)

Effect of cancellation

We'll refund all payments received from you (less any discounts we applied at the time of your purchase, any applicable diminished value or service charges) for the products or service you're cancelling, together with the delivery charge (unless the delivery charge was a priority or express delivery cost), to you without undue delay and in all cases in accordance with our statutory obligations.

We will carry out the refund using the same means of payment as you used for the initial transaction, unless you have agreed otherwise.

 

Online order security

 

Is it safe to shop on vodafone.ie? 

Definitely! All personal and payment details are kept secure when you’re buying anything on Vodafone.ie. We also use industry-standard secure sockets layer (SSL) technology on each transaction so you’re protected every step of the way. This encrypts sensitive information like your credit or debit card and other financial information.

Why do I need to verify my purchase with 3D Secure?

Certain banks require you to authenticate your identity before you can complete your online transaction.

3D Secure is a free and automatic online security service that has been created to help guard you against unauthorised use online. 3D Secure works by using a password that you create as your unique online identifier. You then use your 3D Secure Password to validate online transactions on Vodafone.ie. Get more details on 3D Secure.

 

Still need help?

 

Still need help with your order?

Problems or questions? Just give us a call and we'll sort it out:

  • 1907 for bill pay or Vodafone Home customers
  • 1747 (from a mobile) or 1850 20 40 20 (from a landline) - pay as you go customers

To make a complaint, you can go to our complaints page.

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