YOUR ORDERS

Where's my order number?

You'll find your 10-12 character order reference number in your confirmation email. We'll send you this once you've placed your order online, in store or over the phone. Can't find it in your inbox? Check your junk or spam folder.

My order number doesn't work. What can I do?

First, check your order number. It can be numbers only, or a combination of letters and numbers. Then, make sure you've used the email address or phone number you gave us when you placed your order.

Please note: If your order number has 12 digits beginning 'XKN', tracking can take up to 24 hours to appear. Try again later, or wait for an update from us.

What orders will I be able to track?

At this time, we can only provide tracking for orders that include a pay monthly plan. Some orders with multiple items also can't be tracked.

If you've ordered a pay as you go phone, other device or an EE SIM, your order should arrive within 48 hours. Keep an eye out for text or email updates from us.

Can I change to a different colour or size after I've ordered?

Sometimes, switching to a different colour or memory size may mean we can get your phone to you more quickly. If you ordered in store, please pop back to that store, otherwise give us a call to discuss the options.

I won't be in. Can I change my delivery slot?

Yes. We'll text you with a link to change your delivery slot or arrange for your order to be sent to a local pickup point.

Can I change my delivery location?

Unfortunately, we can't change the address once your order has been placed.

When will my order be dispatched?

As soon as your items are in stock, we'll dispatch your order within 24 hours. Your order will be delivered to you via the courier DPD or to your chosen store, ready for you to collect

How long will delivery take?

Most orders arrive within 24 hours of dispatching. You'll receive text or email updates with your delivery date and time. Or, if you're collecting your order from a store, we'll let you know when it's ready to collect.

My delivery date is blank or says 'Awaiting confirmation'. What does this mean?

Sometimes, it takes a few hours for us to get an expected delivery date for your order. As soon as we have a date, we'll email or text you to let you know.

What does 'Expected delivery date' mean?

For some orders, we can only provide delivery dates as an estimate. We'll text or email you when we have a definite date.

Your delivery date is also subject to change, often due to unexpected delays from suppliers. Please bear with us and we'll get it sorted for you as soon as we can.

What does 'Dispatch expected in 24 hrs' mean?

If you've ordered a device that's in stock, this means we'll be dispatching it in the next 24 hours.

If you've pre-ordered or ordered a device that's out of stock, we're expecting it to arrive with EE soon. Once your device has arrived in our warehouse, we'll send it to your address or chosen EE store within 24 hours.

I've got a message saying my order has been dispatched, but the order tracking info looks incorrect. Why?

If you have an Annual Upgrade order, we'll email or text you when your order is on its way to your chosen EE store. At this point, your order will move back to the position 'Order confirmed' in the tracker until you've collected it and completed your upgrade. Just pop into the store to get it all sorted.

Or we may have received your device early, before your order tracking information could be updated. If this happens, we'll dispatch your device within 24 hours and text or email you with your delivery date and time. Please refer to these messages for the latest updates and to choose your delivery slot with our courier, DPD.

Why has my order moved back to the position 'Order confirmed'?

If you have an Annual Upgrade order, we'll email or text you when your order is on its way to your chosen EE store. At this point, your order will move back to the position 'Order confirmed' in the tracker until you've collected it and completed your upgrade at the store. So, if you've received a message saying that your order has been dispatched, just pop into the store to get it all sorted.

Or your order may move back to 'Order confirmed' because we haven't received all the stock we were expecting. You should also see a delay message. If you've pre-ordered, this can often be due to delays with the manufacturers of newly launched devices. We'll dispatch your device as soon as we receive it.

Do you deliver at weekends?

Yes, we also deliver on Saturdays.

Who can I talk to about my delivery?

The tracking page will show the most up-to-date info on your order. Unfortunately, our customer service advisors don't have access to more information.

If you ordered in store, please bring your phone, the packaging and any in-box accessories back to the store and we'll get this sorted. If you ordered online or over the phone, please get in touch.