Rent a Phone Support

We’re here to help you get the best out of our phone rental service. If you have a question about your phone rental, or want to find out more about our service - why not get in touch with our friendly customer service team:

Need an answer quickly?

If you’ve got a burning question about our rental service, read up on some of our commonly asked questions below:

  • What is musicMagpie rent?

    Renting a phone from musicMagpie is an affordable and flexible alternative to buying a phone. It is simple: you pay low monthly payments to rent a phone of your choice from us, complete with a FREE Lifetime Warranty. 


    When your rental period is over, just send the phone back to us and select a new model to upgrade to. Or, if you prefer, you can end your rental with no fees or hassle. The low monthly payments make rental a more affordable option than buying outright, and the ability to upgrade means you get a new phone more often too. 


    If that was not enough, renting is good for the planet too. Every phone we rent out is refurbished and goes through our standard 90-point check so you can rest assured you are getting a quality device for a great price. When you return the phone, we will make sure it goes to a new home.

  • How does renting work?

    Renting from us is easy. Just select the model you want to rent and choose the ‘Rent’ option. We will run a quick credit check to verify your application and, if successful, we will send your phone out for free!
    All rental phones come with a FREE Lifetime Warranty, which means you are covered for any technical faults. We will also provide a free case and screen protector to protect the phone from any bumps or scrapes. If that wasn’t enough, we’ll also cover you for any Accidental Damage through our third-party insurance provider at no extra cost!


    When your rental period comes to an end, you will have the option to either send the phone back and switch to a newer model or return the phone and end your rental agreement.


    Please note that you are renting the phone only and not a network service. You will need to provide your own SIM card from a relevant UK network provider to receive and make phone calls.

  • Why should I rent a refurbished device?

    Every phone we rent out is refurbished and goes through our standard 90-point check so you can rest assured you are getting a quality device for a great price. These checks are carried out by our team of expert technicians.


    The phones are then given a condition before being listed for rental. Each item is listed as one of the following conditions:

     

    Pristine

    This is a fully tested pristine product in excellent working order. You’re getting a great device at a great price!

    Very Good

    This product is in very good cosmetic condition with only light signs of use. It has been fully tested and works perfectly.

    Good

    This product has signs of wear and tear but has been fully tested and is in great working order.

    We are so confident in the quality of our phones that each one we rent comes with a FREE Lifetime Warranty. We also provide you Accidental Damage insurance to give you that extra peace of mind.


    Smart for you… Smart for the planet.

  • Which products can I rent?

    We currently offer a rental option on various Apple and Samsung handsets. We're looking to add more models all the time, so keep an eye out! To check if a model is available to rent, click 'View Item' on the product listing page.
    Your rental phone will come with a USB charging cable and SIM opening tool in the box. It also comes with a FREE phone case and a screen protector at no extra cost to you.

  • How long will delivery take?

    We will send your phone on an Express Delivery service at no additional cost if ordered before 5pm GMT. This ensures that you will receive your phone the next working day. Any orders placed after 5pm or over a weekend will arrive on the following working day.


    We currently only ship to UK registered addresses.
    We also cannot guarantee next day delivery for the following postcode areas:


    AB, BT, DD9-11, DG5-9, FK17-21, GY, HS, IM, IV, JE, KA27-30, KW, KY10, KY14-16, PA20-38, PA41-49, PA60-78, PA80, PH5-9, PH11-13, PH15-26, PH30-50, PO30-41, TD5, TD15, TR21-25, ZE.

  • How much does it cost?

    The cost of your rental agreement depends on the make and model of the phone you select.


    There are no upfront fees and no interest on your monthly payments.


    Your first payment is taken by card on the date you place your order, with each subsequent payment taken by direct debit on the same date each month.


    Delivery of your chosen phone is also free and will be sent on an Express Delivery service by Royal Mail.


    You can choose to upgrade your phone after 12 months for free.

  • Are there any hidden costs? 

    No, every cost is made clear and presented upfront.   The main fee you will pay is your monthly rental cost.  We may also charge for the below: 


    Damage 
    We accept that your phone will suffer from some wear and tear over the course of your rental. However, we may have to charge for repairs if you return the phone with damage that arises from what we consider to be beyond normal ‘fair wear and tear’ usage.  


    Loss or Theft
    If your phone becomes lost or stolen, we will take the remaining payments of your rental agreement as a lump sum, the details of which will be communicated to you by email. We will give you 7 days’ notice before attempting to debit the amount from your account. 


    Late payments 
    If you miss a payment, we will notify you and give you the opportunity to catch up with no additional charge. However, we will add a late payment fee of £30 if your payment is more than 30 days overdue. On day 31 of a missed payment, your account will accrue 5% daily interest until the outstanding payment has been made, as outlined in the “key information” section of your rental agreement.  You will be able to view the entire breakdown of missed payments in the “manage payments” section of My Account. Please note: missing payments could make obtaining future credit more difficult. 


    Cancellation Fee
    If you choose to cancel your rental agreement and fail to return your phone within our “cooling off” period of 14 days, we will charge you a £50 cancellation fee. If you’re charged a cancellation fee, we’ll let you know by email. We will attempt to debit the cancellation fee from your account on the next working day.   

  • Will a credit check be required?

    Yes, we use a third-party credit reference agency, TransUnion, to perform a credit check and assess your eligibility to rent from us. This check is known as a hard search and will leave a footprint on your credit file.


    TransUnion’s check determines your ability to pay using a combination of your credit score, the details you entered and their unique credit algorithm. 
    Unfortunately, we cannot tell you whether you will be accepted before you complete the application.
    To apply for a credit check, you must:


    • Be a permanent UK resident
    • Be aged between 18 and 99 years old
    • Have an active credit or debit card
    • Have a valid UK telephone number
    • Earn a minimum of £8500 p/a If you fail this credit check unfortunately, we will be unable to offer you your phone on a rental agreement. 

  • Which payments methods can I choose?

    We accept all major debit and credit cards. We do not accept AMEX.  You’ll be able to amend your payment date by going to My Account and clicking “manage payments”.

  • What will happen to monthly payments at the end of rent? 

    Your payments will stop automatically when we process the return of your device. If you choose to continue to rent by upgrading, then a new 12-month rental agreement will be established for your new rental phone.

  • When do I pay the first month's rent?

    The first payment will be taken once your order has been completed. Any subsequent payments will be taken on the same date for the remaining 11 months until the rental agreement comes to an end. You’ll be able to amend your payment date by going to My Account and clicking “manage payments”.

  • Can I cancel my rental agreement?

    You can cancel your order up to the point of it reaching our dispatch process. If you want to cancel your order, we advise contacting our customer service team as quickly as possible. 

    If your order has already been dispatched and you wish to cancel, you must return your device within 14 days, otherwise we’ll charge a £50 cancellation fee.  Simply log into My Account and find the relevant order to initiate your return.

    Once your item has been received back, it will go through a condition review to ensure it is in the same condition as it was sent. If the phone passes the initial condition review and is returned within 14 days, we will refund your first payment. If your phone is returned within 14 days but FAILS the condition review, you will be charged a variable cost depending on the extent of the damage to the phone. The exact variable cost will be communicated to you by email.

    If your phone is returned after 14 days AND fails the condition review, you will be charged a variable cost depending on the extent of the damage to the phone as well as the cancellation fee of £50. The exact variable cost will be communicated to you by email. 

  • How is the billing date determined? 

    Your first billing date will be on the date you complete your order. Any subsequent payments will take place on the same date each month for the remainder of your rental agreement.  You’ll be able to amend your payment date by going to My Account and clicking “manage payments”. 

  • How do I get an invoice for my rental? 

    We will email you a copy of your rental invoice once your order has been completed. You’ll also be able to reclaim a copy directly from My Account.

  • Will I own the phone at the end of my rental agreement? 

    No. The phone will remain the property of musicMagpie throughout the entirety of the rental agreement. Towards the end of your 12-month agreement we will contact you to offer you the following options:

    1. Keep your current phone with a new monthly payment plan to be established.
    2. Upgrade to newer/different phone on a new 12-month agreement.
    3. Return your current phone and end your rental agreement. 

  • How do I return my phone at the end of my rental agreement?

    Before returning your device, please ensure the following has been completed:

    • Remove your SIM card, memory card and all security and parental locks from your device. Your iCloud / Samsung account also needs to be removed.

    Click here for information on how to remove your iCloud account from your device.

    Click here for information on how to remove your Samsung account from your device.

    If you have returned a device that is still locked to an iCloud or Samsung account, we will not be able to process the return straight away. We will send you an email to let you know that your device is still locked along with some instructions on how to do this remotely. Once your account has been removed from your device, please let us know so we can re-test it. 

    The phone must be returned in its original packaging. To return your phone, please complete the following steps:

    • Find your rental order in the My Account   
    • Click on "return item"   
    • Select the phone you’re returning back to us    
    • Select the reason for the return from the drop-down list   
    • Click "confirm return"   
    • Download the returns label, print it off, attach it to your parcel and drop it off at your nearest Royal Mail Post Office. This is a tracked returns service so you’ll be able to track its progress using the tracking number on your receipt. 

  • What happens if I do not return my phone at the end of my agreement?

    We will continue to charge you at your agreed monthly rate until the phone is returned.   

  • Who do I contact if I have a problem with my device? 

    If you have a problem with your device, our friendly customer service team here to help.  Our opening times are Monday to Saturday 09:00 – 16:30 

    To speak with one of our team during these hours click here. If you need to reach us outside of these hours, send us an email using the contact form below. Our customer service team will aim to respond within 24 hours. 

    If you need to make a claim on your insurance, you can submit one using our insurance provider’s online form, or you can give them a call on 0333 009 0158 (local rate call). 

  • What happens if my phone becomes lost or stolen? 

    If your phone is stolen 
    If your is stolen at any stage of your rental agreement, please let us know as soon as you can by contacting our customer support team through Live Chat, or by sending us an email.  We will mark the device as lost or stolen on your rental agreement and block the device from being used.  We will then attempt to collect a payment equivalent to the remaining months left on your rental agreement + the ‘retail value’ of the device within 7 days of the phone being reported as lost or stolen. 

    If your phone becomes lost 
    If you lose your phone, please contact us as soon as possible so we can block all services against GSMA’s IMEI database, including 3G, 4G and 5G to ensure no one can use your phones’ data.  This works by submitting the IMEI number of the device to a blacklist, which halts all your phones’ cellular services. 

    Will my phone be blocked? 
    Yes. If your phone is reported as lost or stolen, all services on your phone will be blocked to prevent anyone else from using your phone.    

  • What am I covered for under your insurance policy?

    We provide FREE Accident Damage cover with CityMain as part of your rental agreement. It’ll cover damage such as cracked screens, liquid damage or any type of damage caused by accident that isn’t covered by our own Lifetime Warranty.

    With our Accidental Damage coverage, you’ll benefit from:
    • Unlimited Claims
    • Instant Cover
    • Worldwide Cover
    • Online Claims which you can track 24/7, 365 days a year 
    • UK-based Contact Centre

  • How can I make a claim on my insurance?

     If you need to make a claim on your insurance for accidental damage, you can submit one using CityMain’s online claim form or by calling 0333 999 7920 (local rate). You can track the progress of your claims easily online, too.

    To submit a claim, you’ll need to provide:
    • Your Policy Reference Number – we'll email you the details of this once you’ve completed your order.
    • The IMEI number of your phone – you can obtain this by finding it in the details of your rental order in My Account, or by typing *#06# on your phone’s keypad.

    There is an excess amount to pay for successful claims which equate to the purchase value of your phone at the time you place your order. We will communicate the excess you’ll have to pay in the case of raising a claim in your insurance email at the time you place your order. Please refer to the purchase value and excess amount below as a guide:

  • What is included with your Lifetime Warranty?

     You’ll benefit from our FREE Lifetime Warranty included throughout the entirety of your rental agreement. The following instances will be covered under the warranty:

    • Technical defects
    • Faults caused by improper workmanship or materials
    • Your warranty will be voided if we find evidence that the phone has been opened up or tampered with in any way.

    For any warranty claims, we’ll offer you a like-for-like replacement at no extra charge that will be sent out to you on an Express Delivery service.

    If we’re unable to replace your device, your rental agreement will be cancelled and we’ll refund any remaining payments.

Live chat


Need assistance? Our live chat opening hours are 09:00 - 16:30 Monday - Saturday. Click the widget in the bottom right hand corner to start a conversation with a member of our customer service team.

Email us


Want more information? Click here to email us about our rental service. A member of our customer service team will get back to you within 24 hours.