Christmas 2019 gift with purchase

     
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How do I know if I'm eligible as a new or upgrading customer?

How do I know if I'm eligible as a new or upgrading customer?

You must purchase a Samsung A40, A70, A80 or Huawei P Smart, P30 Lite or P30 Pro on a plan with 24 month 10GB or EE tariff between the 5th and 25th November 2019 to be eligible.

What is my free gift?

What is my free gift?

You can choose between a 43” Toshiba TV or Nintendo Switch 2019.

If I cancel my order am I still eligible for the free gift?

If I cancel my order am I still eligible for the free gift?

If you cancel your plan within 30 days of purchase, you will no longer be eligible for the gift. If you choose to cancel your plan within the first 12 months, you’ll have to return your gift within 14 days, or you’ll be charged for the cost of the gift.

How do I get my gift?

How do I get my gift?

Within 5 working days of purchase you will receive an SMS confirming your purchase and T&C’s.

If you are still connected after 14 days, you will receive another SMS containing a link. This unique link will take you to a landing page on our accessory site (managed by our partner Kondor) where you can choose your gift (see point 2 for choices), which will automatically be free to you when added to the basket when going directly from the link.

Then you’ll just need to enter your shipping details and it will arrive within 30 working days.

How long do I have to claim my gift?

How long do I have to claim my gift?

You have until the 31st January 2020 to claim your gift.

Who do I contact if I don't get my SMS?

Who do I contact if I don't get my SMS?

If your SMS hasn’t arrived, you can call us by dialling 150 from your EE phone or free on 0800 079 8586, where we will be able to help.

What if I need help after I've received my SMS or my link doesn't work?

What if I need help after I've received my SMS or my link doesn't work?

If your link doesn’t work, you can call us by dialling 150 from your EE phone or free on 0800 079 8586, where we will be able to help.

When will my gift be delivered?

When will my gift be delivered?

Delivery times are calculated in working days - i.e. Monday to Friday inclusive. If you order after 3.00pm, the next working day will be considered the first working day. In the case of bank holidays, please allow an extra two working days.

We aim to deliver within 5 working days, but this may increase during busy periods, such as Christmas and during any sale periods. Please allow up to 28 days before reporting non-delivery of your purchase.

If you are out when the delivery is made, the courier will take it back to their local depot and leave a card through your door advising that they called and asking you to contact them for re-delivery, rejection or collection.

Regrettably, we are unable to guarantee delivery on any specific day.

Can I track my delivery?

Can I track my delivery?

If your order is being delivered by courier you will receive and SMS containing a link to the courier’s website and a tracking number, so that you can use it to track your order right to your door.

What do I do if my order is missing, damaged or incorrect?

What do I do if my order is missing, damaged or incorrect?

We try very hard to ensure that you receive your order in pristine condition. If you do not receive your product, please check whether it has been despatched (see "Can I track my delivery?" above). If your order is not en-route to you, please e-mail us at customerservice@kondor.co.uk.

In the unlikely event that a product arrives damaged or faulty, please follow the instructions below. These are also reproduced in the delivery documents.

How do I return faulty goods?

How do I return faulty goods?

The following are guidelines. Wherever possible we will respond to your individual circumstances.

If your item is faulty and needs to be returned, please contact the customer service department at customerservice@kondor.co.uk so we can arrange for a freepost returns envelope to be sent out to you where applicable. If a customer returns an item of their own accord, the customer will be responsible for the return’s postage costs.

All OEM products come with a 1-year warranty and may be returned if faulty to Kondor. Please contact our administration customerservice@kondor.co.uk. Some manufacturers offer extended warranty terms of 2 or more years. Please check the manufacturer’s website.

If there is a fault with your product within 12 months of delivery (or other defect with your order), we will normally offer a prompt repair or exchange. We will always offer you the choice of an exchange if the fault occurs within 28 days of delivery.

To qualify for an exchange the product must be:
  1.  

    in otherwise "as new" condition; and

  2.  

    complete with any accessories and free gifts offered with it (and, if possible, the original box and packaging)

Please email Customer Service at customerservice@kondor.co.uk (10:00 to 16:00 Monday to Friday).

Please return the product to: EE Accessories Customer Services Dept, Kondor Headquarters, Christchurch Business Park, Radar Way, Christchurch, Dorset, BH23 4FL. If a fault occurs while you are abroad, please contact us after you return to the UK.

This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear. For consumable items (e.g. non-rechargeable batteries) the guarantee period is three months from delivery.

Any refund due to a fault or other defect will include a refund of the applicable delivery charge.

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS.

The legal bit

The legal bit

The monthly price shown will increase from March every year by the Retail Price Index rate of inflation published in January that year. See ee.co.uk/increase for details. Annual price increase based on the full price of your plan and/or additional commitment service.

24 month minimum term. The upfront cost you pay for the device applies as you are agreeing to a 24 month plan at the monthly cost shown. Subject to credit check. Monthly charges assume online billing. You own device 6 months from plan start date. Personal use only.

Essential plan: includes access to our fastest 4G speeds. Allowance can be used in UK & EU/EEA. Data fair use policy may apply in EU/EEA. See ee.co.uk/terms for countries and details. Deposit needed for roaming in limited circumstances.

Free Gift: A choice of either Toshiba 43U2963DB or Nintendo Switch when you purchase a 10GB price plan or higher. Subject to availability. While stocks last. Offer cannot be redeemed for cash or exchanged. We’ll send an SMS with your T&C within 5 working days of your purchase. We’ll send you another SMS within 30 days of your purchase with a link to claim your free gift. Free gift will be delivered to your billing address within 30 days of claiming. You must claim your gift before 31st January 2020. If your account is in arrears when we send your claim SMS you will not be eligible to receive the free gift. If you choose to cancel your contract with us within the first 12 months, for any reason, you must return your free gift within 14 days of cancellation. If you don’t you’ll be charged the cost of buying the gift from EE without a promotional offer. Offer cannot be combined or used in conjunction with any other offer, discount or promotion.

Other terms apply, see ee.co.uk/terms or ask in store for full details.

 
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Last updated: 5/11/2019
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