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Tracking your order
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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.
What orders will I be able to track?
At this time, we can only provide tracking for orders including a pay monthly handset. Orders with multiple items also can't be tracked.
If you've ordered a pay as you go handset, other device, or an EE SIM only your order should arrive within 48 Hrs. Keep an eye out for SMS or email updates from EE.
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Making changes to your order
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Can I change to a different colour/size after I've ordered?
In some cases, switching to a different colour or memory size may mean we can get you your phone more quickly. If you ordered in store, please pop back into 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 send you an SMS 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 aren't able to change the address once your order has been placed.
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Delivery of your device
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When will my delivery be dispatched?
Your order will usually be dispatched within 24 hours of you making your order with us, however usually it will be sooner than this. Your delivery will be sent via the courier DPD.
My delivery date 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 send you an email or SMS to let you know.
What does 'expected delivery date' mean?
For some orders, we can only provide delivery dates as an estimate. We'll let you know when we have a definite date via email or SMS.
Your delivery date is also subject 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.
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.
Find more information on delivery of your device >
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If your device is faulty or damaged
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If you ordered in store, please bring your phone, the packaging and any in-box accessories back to store and we'll get this sorted. If you ordered online or over the phone, please get in touch.