EE Tech orders including accessories and SIM free handsets

Paying for an order

We can only take payment from a card that is registered to an address in the UK.

Alternatively, you can pay using EE Finance - a convenient and flexible way to spread the cost of buying selected products from EE, by paying for them over time through our partner Glow Financial Services Limited (Glow).

Deliveries

We deliver to UK mainland addresses only. There are some mainland UK addresses we can’t deliver some items to. We will let you know where that is the case.

Delivering to a different address than a billing address

We can deliver to the address of your choosing. When placing an order online, you have the option to select/enter an alternate delivery address to your billing address.

Please note: Once the items have been ordered, we can’t change the delivery address.

How do I check my order status?

Once you've placed your order with us, log in at ee.co.uk or download and open the EE app and go to the Track your orders page to check the latest order status.

You'll have a link to EE included in your order acknowledgement email.

Can I make changes to my order?

Once an order has been placed, you cannot make any changes to it.

Can I cancel any items in my order?

You can cancel up to the point we allocate your items for dispatch. You can check whether cancellation is still available and request a cancellation using the EE app on your mobile or via a web browser in our Track your order page.

You can also return items after delivery by requesting a return in the 14-day cancellation period using the EE App on your mobile or via a web browser in our Track your order page.

For more information, see our EE Shop terms.  

Has my order been shipped?

Once your order’s been shipped, you’ll receive an email with a link to track your order in the EE app. 

You can check the latest update for your order in the EE app anytime.

Tracking a delivery

Once your order’s been shipped, you’ll receive an email with a link to track your order in the EE app. You can track your order via the EE app at any time.

What if I won’t be home to accept my delivery?

You can track your delivery via the link to the courier's website in the EE app. On the courier’s website, you will find information on their delivery processes and whether they have any alternative delivery options.

If there is no one available at your delivery address to accept the delivery when our courier arrives, the courier may either attempt delivery to a neighbour, attempt delivery to your delivery address again the next day, keep the goods for at least 5 days in which you can contact them to re-deliver at any point, or deliver to a local post office for you to collect from. If the courier is unable to deliver the goods under one of these options, then the goods will be returned to the warehouse.

If you give us an incomplete delivery address and we are unable to deliver the goods, they will be returned to the warehouse.

Once the goods arrive back at the warehouse, they will be booked in for a refund and you will need to place a new order for the goods if you still want them.

Changing a delivery address

Once an order has been placed, you cannot change the delivery address. You can check the delivery address in the first email we sent you. If you have given us an incorrect delivery address, please contact us as soon as possible as we may be able to help. 

My order is damaged or faulty

If you have received an item that is damaged upon delivery or faulty, you can log in to the EE app or at ee.co.uk and place a return for it within 30 days after the day on which you received the items. Once we’ve received the item, you will receive a refund back to your original payment method.

If there is an issue with the item after this 30-day period, please contact us.

For more information on returns, see our EE Shop terms. 

Requesting to return an item / all items from an order

You’ll need to place a return for each item and each item will need to be packaged individually. If we send you a returns label for the item by email, that label will need to be fixed to the outside of the package.

To place a return, select Returns in EE. Returns made direct to EE retail stores will not be accepted.

Once you have completed these steps you will see confirmation on screen that your return has been placed. You will also get an email confirming the return details and information on next steps.

It's important that you read the email and follow the instructions carefully.

Once you’ve placed a return, you’ll need to return the item to us within 14 days after the day on which you placed the return. If we've not received the item(s) back after the 14 days, the return will no longer be valid.

Returning items within a certain number of days

We must receive the item within 14 days after the day on which you placed the return or your return will no longer be valid.

Packaging guidelines

When returning an item, it's important that it’s packaged correctly so it doesn’t get damaged in transit. We advise returning items in the original packaging, assuming you have it and it’s still intact.

Where it's not possible to use the original packaging, please make sure the item is sufficiently packaged to avoid any damage in transit.

You’re responsible for the return of the item until it’s been received by us and checked into the warehouse or until it’s been collected by one of our couriers (where relevant).

How long do I have to return my order?

There are a number of return reasons and each of these has a time period within which it is an accepted reason for placing a return through the EE app.

Return reasons

Item delivered less than 14 days ago:

Item delivered between 14 and 30 days ago:

If you have an issue with your item outside of these time periods, you need to contact us on 0800 079 0062 for support.

Do I have to return my item/s within a certain number of days, once I have placed a return?

Yes, we must receive the item within 14 days, so please package and send the item back to us as soon as possible after placing the return unless a collection has been arranged with one of our couriers.

How do I check the status of my return?

Once you’ve placed your return, you can log in to the EE app or at ee.co.uk and select View order to check the latest return status.

When will I receive my refund?

Once we’ve received the items, we’ll send a confirmation email and refund back to your original payment method within around 14 days. To check the status of your return, log in to the EE app and select View order.

The return postage may be deducted from your refund, this will be set out to you during your online returns process.

We may reject a return or make a deduction from your refund for any damaged or missing items.

Who do I contact if I have a query related to my product?

The manufacturer should support you with any technical or product-related queries.

The manual is missing, where can I find information on the product?

A manufacturer may not include a printed user manual with their product and may just include a printed ‘quick installation guide’. This helps keep costs down, so the savings can be passed on to the customer. Sometimes the manual is in the form of an electronic document on a CD included in the box. Other times, you can download the manual from the manufacturer's website.

Additionally, we have extensive Device Guides, which will help you with queries about setting up and using your device as well as solving minor issues.

Do you offer extended warranties?

All new items come with a standard 1-year manufacturer’s warranty. Some new items come with a longer warranty. If this is the case, we’ll show this in the product specification area on the product details page on our website.

How do I contact you?

If you’ve not been able to get an answer via the EE app or these Help pages, you can give us a call on 0800 079 0062, and an EE Guide will help to resolve your query.