How insurance replacement devices are delivered

Your replacement device will be delivered by DPD to your chosen address.

We aim to deliver it the next day, but this depends on geographical restrictions, bank holidays, and exceptional circumstances.

During your conversation with us, you’ll have been given your delivery date.

Delivery updates

• If you use the DPD app, you’ll get updates there.
• If not, we’ll send updates by text message.

You’ll receive a one-hour delivery timeslot. This can’t be changed, but you can:

• choose a different day
• have your device delivered to a DPD Pickup Shop
• leave it with a nominated neighbour 

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. 

This only applies to faulty or damaged devices. For lost and stolen devices, we'll just deliver the replacement device. 

Before the courier arrives, make sure you:

• delete your eSIM or remove your physical SIM card and any external memory cards. You’ll need these for your replacement device
• take off any accessories, like cases or screen protectors. The courier can’t accept devices with accessories attached
• back up your contacts and personal data, if possible
• turn off any security features, PINs or locks that prevent access to your device
• if you can, restore your device to factory settings. This helps protect your personal information

If you notice a fault with your replacement, call us straight away so we can help.

Great! You've got your replacement device. It's time to get it up and running. 

There's a few key things you can do: 

• Pop your physical SIM and any SD card into the device.
• If you're using an eSIM you can download a replacement in the EE app.
• Restore your device from your recent back up.
• Add any accessories you had on your previous device. 

The DPD app or the tracking link we sent you can help you with the most common queries, including where your parcel is, your timeslot and rearraging your delivery.