EE Shop Terms and Conditions

Version: 3
Date: 8 July 2024

General Terms and Conditions

We are EE Limited of 1 Braham Street, London, E1 8EE. We're registered in England and Wales with company number 02382161. Everyone knows us as EE and we may refer to ourselves as 'EE', 'we' or 'us' in these terms and conditions.

We may change these terms and conditions at any time. Any changes will take effect on the date they are posted onto the website. You will be asked to read and accept the terms and conditions each time you place an order, to ensure that you are familiar with the most current ones.

These terms do not affect your statutory rights.

We, our licensors and our suppliers own the copyright, trademarks and all other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal, non-commercial use. Any other use or reproduction of the material or content is strictly prohibited.

These terms and conditions are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.

1. These Terms and Conditions

These terms and conditions apply only to orders for electronics made online via the EE shop on this website or the ‘shop’ tab of our app, through our contact centres, or in person in our retail stores only where the order is delivered to customer or collected by customer at a later stage and separately to when order placed, and do not apply to the following orders:

If you are purchasing goods or services using EE Finance powered by Glow, EE Limited acts as a credit broker and Glow Financial Services Limited are the lender ("Finance Provider"). You will need to agree to the Finance Provider's terms and conditions in relation to the finance of your order. The Finance Provider will take your upfront payment, confirm when the loan is activated and provide details for the customer portal registration. Please contact them if you have any queries in relation to the loan.

2. Creating an Order

  • You will have an opportunity to check and correct any errors in your order up until you submit your payment details.
  • To place an order, you will need to have a valid EE ID set up.
  • After submitting an order to us, we will give you an Order Reference Number and details of the products you have ordered. We will send the same details to you in an e-mail (our first e-mail). Please note that this email is an acknowledgement, not acceptance/confirmation of your order.
  • Alternatively, we may decline all or part of your order for any reason, in which case our second e-mail will tell you so.
  • Please note that products, prices and offers on this site, on our app, in our retail stores and through our contact centres may differ.
  • Finally, we will send you an e-mail confirming the despatch of your order, at this point your order has been accepted/confirmed and fulfilled.
  • Before purchasing, you will have an opportunity to read our Privacy Policy at ee.co.uk/privacy. It describes how we may use your personal information.
  • The products these terms apply to are for consumers so we won’t provide a tax invoice or receipt for orders for them. By placing an order for products these terms apply to, you are confirming that you are not a VAT registered company using these products for business purposes.

3. Prices and Payment

  • All prices and charges in our order journeys are shown in UK pounds sterling. They include any VAT payable.
  • The total cost of your order will be the total price of the products and services you order plus the cost of delivery (if applicable), which will be set out in your order summary before you submit your payment details.
  • Prices, offers and products are subject to availability and may change before (but not after) we accept/confirm your order and despatch it. If something becomes unavailable, we may offer you an alternative.
  • We try very hard to ensure that all information in our order journeys is accurate. If an error is discovered in the price of the goods that you have ordered or any other charges, we will inform you as soon as possible. In the event that you order an item and the price or any other charges shown in our order journeys is incorrect for any reason, we will contact you and cancel the order. We shall be under no obligation to fulfil an order for a product which was advertised at an incorrect price or with an incorrect charge.

4. Age Requirements

If you order a product with a minimum age requirement, by ordering you confirm that you are of the required age. Our couriers may require proof of age on delivery.

5. Delivery

  • Delivery times are calculated in working days - i.e. Monday to Friday inclusive excluding Bank holidays.
  • We have several delivery options (including Standard and Next day delivery), all options will be displayed at checkout. Delivery times 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.
  • We do everything we can to meet the delivery times specified in the order journey. However, occasionally delivery times may be affected by factors beyond our control and therefore they cannot be guaranteed.
  • We cannot guarantee the use of any particular courier. If you order more than one product, they may despatch from separate warehouses or may not be able to fit into one box. As a result, delivery may arrive in separate boxes, by different couriers and/or possibly on separate days.
  • If your order is being delivered by courier (excluding Royal Mail), we will send you an email with tracking details, so that you can track your order right to your door. The courier may also contact you with further details regarding delivery.

6. Missing, Damaged or Incorrect Orders

  • We try very hard to ensure that you receive your order in pristine condition. If you do not receive all your products, please check whether they are being delivered separately and whether they have been despatched.
  • Any images shown in the order journeys are for illustrative purposes only.
  • In the unlikely event that a product arrives damaged or is incorrect, please let us know as soon as possible. Items delivered damaged or with missing items must be reported to us within 14 days of delivery.

7. Returns and Refunds

Returns

  • You have the right to cancel this contract and return your goods without giving any reason within the 14-day cancellation period.
  • The cancellation period will expire at the end of 14 days after the day on which you receive the goods. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the 14-day cancellation period has expired. You will then have a further 14 days after the day on which you send this communication in which to return your goods.
  • To cancel this contract and return your goods, please log in at ee.co.uk and view your orders on the ‘Your orders’ page. There will be an option to request to return orders for any reason if you are within your 14-day cancellation period.
  • Returns made direct to EE retail stores will not be accepted.
  • Digital content does not benefit from a 14-day cooling off period as it is available to you immediately. You agree to waive your right to cancel when you start using the content.
  • We cannot accept returned goods when the seal has been broken on any software including games (unless they are faulty), if the goods were a special order to your specification or if you purchased vouchers, digital downloads, or physical goods where the security seal has been removed and/or content have been redeemed (unless faulty).
  • The goods you return must be complete and in resalable condition, including packaging, instructions, accessories and any free items you benefited from as part of the purchase.

Refunds

  • If you cancel this contract and return your goods, we will refund all payments received from you. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our Standard or least expensive method of delivery). The return postage may be deducted from your refund, this will be set out to you during your online returns process.
  • We will aim to provide the refund within 14 days after the day we receive back from you any goods supplied.
  • We reserve the right to reject a return or make a deduction from your refund for any damage or missing items.

8. Return of Faulty Goods

  • We will offer you a refund if a genuine fault occurs within 30 days after the day on which you receive your goods.
  • If there is a fault with your product after this 30-day period (or other defect with your order), we will normally ask you to contact us.
  • This does not cover damage or faults caused by accident, neglect, misuse or normal wear and tear.

9. Complaints

Sometimes things go wrong and you may want to get in touch with us or raise a complaint. You may be able to take a dispute to adjudication under the Ombudsman Services dispute resolution scheme, the details of which are set out in Our Complaints Code of Practice. You can find details of Our Complaints Code of Practice on our website at ee.co.uk/regulatory.

If you have a dispute in relation to EE Limited acting as a credit broker, please contact us in the first instance and if you are not happy with the way that we deal with your complaint you have the right to refer your complaint to the Financial Ombudsman Service by:

If you do not take up your problem with us first you will not be entitled to complain to the Ombudsman.

If your dispute is with the Finance Provider, please contact them directly, in the first instance.

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