Frequently Asked Questions
How do I participate in this promotion?
Purchase a Qualifying Product within the promotional period, then submit an online claim within the promotional period as detailed in the Terms and Conditions on this website.
Qualifying Products are detailed on the Qualifying Products page.
Click here for further details on how to submit your online claim.
How many times can I participate in this promotion?
My product is not listed as a qualifying product, is it eligible for the promotion?
How do I prepare my proof of purchase to upload during the claim process?
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 2Mb.
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 Holders Name
- Account Number
- Sort Code
I have just submitted a claim, what happens next?
I have submitted a claim but I haven't received any further updates, what should I do?
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 your 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?
I have been supplied with a prepaid postage label to send in my Trade-in device, what do I do now?
I have been provided a courier service to send in my Trade-in device, what do I do now?
Follow the steps in your approval email and book your collection. Upon successfully booking your collection you will receive shipping labels to use for your collection. Print your label by selecting ‘Download label as PDF’ and affix it to your parcel. Please hand the ‘Courier Copy’ to the courier upon collection.
Please make sure you include the barcodes in your parcel. Without this we are unable to identify your Trade-in device.
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 missed the timeframe to send my Trade-in device; can I still send it in?
I have sent in my Trade-in device but I have not received any further updates, what do I do now?
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?
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 promotional support team will be happy to help.
By Telephone: 03452160073
Lines are open Monday to Friday, 9am to 5pm excluding bank holidays. Calls will be charged at local call rates from landlines only.