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We will collect your faulty or damaged device and deliver your replacement at the same time. You must remove your SIM card and any external memory cards, as you will need these to put into your replacement device. You should also remove accessories, such as cases or screen protectors from your device; the courier will not accept the device if it has any accessories attached to it.
To prepare your device for the repair or swap, you must:
remove your SIM card and any external memory cards
remove accessories, such as cases or screen protectors
if possible, back up any contacts and other personal data
disable any security features, pins or locks which stop us from accessing your device
We also recommend, if possible, you restore the device back to its factory settings. This is to protect your device and personal information.
If you find a fault with your replacement device, it’s important you give us a call straight away so we can help resolve the problem.
Full Cover and Damage Cover with AppleCare Services - If you have Full Cover or Damage Cover with AppleCare Services and your replacement has been arranged by the Apple Technical Support Team, they will have provided you with the delivery details for the replacement faulty device.
You could have your device replaced the next day via the Apple Express Replacement Service.
If your device has been lost or stolen and your claim has been accepted, we will arrange for a courier to deliver your replacement.
If you find a fault with your replacement device, it’s important you give us a call straight away so we can help resolve the problem.
Full Cover and Damage Cover with AppleCare Services - where Apple have arranged the replacement delivery, all information will be communicated to you by Apple.
> Visit Apple Support for more information
If we have arranged your delivery, our normal delivery service is DPD and the details of this can be found below. We may use different methods in exceptional circumstances, however we will inform you of this during your claim call.
Your swap or replacement delivery will be arranged to your account address. You can request for your swap or delivery to be made to another address (your work address, for example), however some high-value devices can only be sent to your account address.
Next-day delivery is subject to geographical restrictions, Bank Holidays and exceptional circumstances. If you are abroad at the time of the claim or the loss or theft, we will arrange for your swap or delivery to take place when you return to the UK.
Once your claim has been accepted, you should receive a text message to let you know the date of your swap or replacement delivery and a link to the DPD website to track your parcel progress.
The link will also provide you the option to:
choose a one-hour swap slot
change the swap or delivery date
For replacement deliveries, you will also be able to:
change the delivery to a DPD Pick Up Shop
leave the delivery with a nominated neighbour
On the morning of delivery, DPD will send another text to confirm:
the one-hour scheduled swap or delivery time, (e.g. between 12.24 and 13.24)
the name of the DPD driver
a link to the DPD website to track your parcel’s progress
an option to rearrange your swap, if required
If you are not in at the time of the swap, the courier will post a card through your door to let you know they visited. You can then rearrange your swap on the DPD website.
If you are not in at the time of the replacement delivery, the courier will attempt to deliver your parcel to a neighbour. If successful, the delivery driver will post a card through your door and you will be sent a text to confirm your parcel has been delivered to a neighbour. If you have no neighbours nearby, or your neighbours are not in, then the delivery driver will post a card through your door to let you know they have taken your parcel back to the depot.
Delivery is automatically attempted again the following day. If you are not in again, any neighbours will also be attempted. If no one is available then, providing a mobile number has been provided, your parcel will be taken to your nearest DPD Pickup Shop and you will be sent a text to advise where it is and how to collect/arrange redelivery.
If there is no mobile number on the delivery, the driver will return your parcel to the depot. This is then held for five days before being returned to EE, unless you contact DPD to arrange a redelivery.
If you miss the replacement delivery or the damaged or faulty device is not ready to exchange, we may apply a charge to your Service Plan bill.
If you choose to redirect your delivery to a Pickup Shop you will need to provide an appropriate photo ID, separate document with proof of address and also present the text message you received confirming the delivery to a Pickup Shop. The text message will include the reference number of the delivery for the Pickup Shop to locate your replacement.
You can find your closest Pickup Shop by following the link in the text message, which will direct you to the DPD website.
Acceptable forms of photo ID are:
current passport
driving licence photo card
police or military ID card
disability ID card