Electronics, accessories and SIM free handset orders

If you bought something via the EE App after the 29 August 2023 and your order number starts EE, you're in the right place. Please note: This includes SIM free mobile handsets.

For any other types of orders, see help with other orders in the section below.

Placing an order

How can I check if a product is in stock?

Products will show as “in stock” or “out of stock”. If a product is out of stock you will not be able to place an order for it.

How can I pay for my order?

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

Where do you deliver to?

We deliver to UK mainland addresses only.

Can I have items delivered to a different address than my billing address?

Yes! 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.

Managing an order

How do I check my order status?

Once you've placed your order with us, you can log in to the EE App, go to the Track your orders page to check the latest order status.

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

Can I cancel my order?

No, once an order has been placed it cannot be cancelled. You will need to await delivery of the item and then request a return via the EE App.

Can I change my order?

No, once an order has been placed it cannot be amended. If you no longer want the item you will need to await delivery of it and then request a return via the EE app.

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 at any time.

Delivery queries

How do I track my 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.

Can I change the delivery address?

No, once an order has been placed, you cannot change the delivery address.

My order is damaged

If you have received an item that is damaged upon delivery, you can log in to the EE App and place a return for it. Once we’ve received the item back into our warehouse, you will receive a refund back to your original payment method.

My order is faulty

If you have received an item that is faulty, you can log in to the EE App and place a return for it. Once we’ve received the item back into our warehouse, you will receive a refund back to your original payment method.

About returns

How do I request to return an item / all items from my order?

You’ll need to place a return for each item that you would like to send back to us, and each item will need to be packaged individually with the label that we will send you by email for that item.

To place a return, select Returns in EE.

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 how to send the item back to us.

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 use within 30 days. If we've not received the item(s) back after 30 days, the return will no longer be valid.

Packaging guidelines

Please make sure you read our 'Packaging Guidelines'. The product must be packaged properly, otherwise it may get damaged on its way back to us and we can't be liable for this damage.

How long do I have to return my order?

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

Return reasons:

Item delivered less than 14 days ago

  • Changed my mind
  • Damaged item delivered
  • Description not accurate
  • Item is faulty
  • Wrong colour
  • Wrong item
  • Wrong size

Item delivered between 14 and 30 days ago

  • Damaged item delivered
  • Item is faulty

If you have an issue with your item outside of the first 30 days you will need to contact us on 0800 0790062 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 30 days, so please package and send the item back to us as soon as possible after placing the return.

How do I check the status of my return?

Once you’ve placed your return, you can log in to the EE App 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 14 days. To check the status of your return, log in to the EE App and select “View order”.

Packaging guidelines

When returning an item back to us, 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 landed with us and been checked in in our warehouse.

Product queries

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

The manufacturer will 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 an extensive Device Guides tool, 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 items come with a standard 1-year manufacturer’s warranty. Some 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 and Support pages, you can give us a call on 0800 0790062 and an EE Guide will help to resolve your query.

Help with other orders

How to get help with your order

Order number formatWhere was order placed?Where to get support?
SO0-12345678
EE StoreContact EE store
XKO 123456789
ee.co.uk
Call 150 from an EE Mobile
15 123456
EE Accessories
Contact EE store
VOL012 - 34567890000
BT Consumer
Call BT on 0330 1234 150

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