EE Shop Terms and Conditions

1. These 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 site. 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.
  • Please note that these terms (including pricing and returns) apply only to purchases made online in the EE shop on this website and in the ‘shop’ tab of our app. If you are purchasing goods or services using Glow Financial Services Limited (“Finance Provider”), you will need to agree to further terms and conditions in relation to the finance.

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.
  • 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 e-mail is an acknowledgement, not acceptance 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 in our stores may differ from those featured on this site.
  • Finally, we will send you an e-mail confirming the despatch of your order, at this point your order has been accepted and fulfilled. If you have financed any part of your order with the Finance Provider, they will confirm to you when the loan is activated.
  • If you have financed any part of your order, you will receive emails from the Finance Provider containing your loan details, loan activation and portal registration.
  • Before purchasing, you will have an opportunity to read our Privacy Policy at It describes how we may use your personal information.

3. Prices and Payment

  • All prices and charges on this site 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.
  • If you have financed any part of your order with the Finance Provider, they will take your upfront payment and any monthly payments to clear the balance on your loan.
  • Prices, offers and products are subject to availability and may change before (but not after) we accept your order and dispatch it. If something becomes unavailable, we may offer you an alternative.
  • We try very hard to ensure that all information on this site is accurate. If an error is discovered in the price of the goods that you have ordered, we will inform you as soon as possible. In the event that you order an item and the price published on our site 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.
  • Please be aware that you will only have three attempts to enter the correct card information when purchasing items from this site due to our fraud prevention requirements. Each rejected payment attempt creates a "shadow" payment which is logged on our site and with your card supplier. Please note that no money will be taken from your card and the "shadow" record will drop off your account normally within 7 days but may take up to 30 days.

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. To finance a product using our Finance Provider, you must be at least 18 years of age.

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 this section. 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 containing a link to the couriers website and a tracking number, so that you can use it to track your order right to your door.

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.
  • Images shown on the website and in our App are for illustrative purposes only, the item you receive may vary by colour or size.
  • 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 made direct to EE stores will not be accepted.
  • You have the right to cancel this contract and return your goods within 14 days without giving any reason.
  • The cancellation period will expire after 14 days from 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 period has expired.
  • To cancel this contract and return your goods, please log in at and view your orders on the ‘Your orders’ page. There will be an option to return orders for any reason if you are within your 14-day period.
  • If you decide to return an item, you must ensure you return any free gifts you benefited from as part of the purchase.
  • If you have financed any part of your order with the Finance Provider, your loan will be updated or cancelled (for the item/s returned) once we receive your returned item/s in compliance with these terms and conditions.
  • Please note that certain products such as headphones, earphones or Bluetooth headsets of any type are non-refundable due to hygiene reasons if the packaging is opened, or the seals are broken in any way. This does not affect your statutory rights.
  • 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, instruction, accessories and any free items.


  • If you cancel this contract and return your goods, we will refund all payments received from you, excluding the costs of delivery. The return postage may be deducted from your refund, this will be set out to you during your online returns process.
  • If you have financed any part of your order with the Finance Provider, they will update or cancel your loan (for the returned item/s only) and refund any applicable payments made by you for the item/s you return.
  • We will provide the refund without undue delay, and not later than 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

This returns policy does not affect your statutory rights

  • The following are guidelines. Wherever possible we will respond to your individual circumstances.
  • We will offer you a refund if a genuine fault occurs within 30 days of delivery. If you have financed any part of your order with the Finance Provider, they will update or cancel your loan (for the returned item/s only) and refund any applicable payments made by you for the item/s you return if a genuine fault occurs.
  • If there is a fault with your product after 30 days of delivery (or other defect with your order), we will normally ask you to contact us or refer you to the manufacturer who may be able to offer a repair or replacement under any warranty that applies.
  • This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear.

9. Discount codes

Valid discount codes can be used on full price items online at The offer can only be redeemed online by entering the code at the online checkout. While stocks last. Discount codes cannot be used in conjunction with any other promotion or offer & can only be used once. Discounts do not apply to delivery charges. Offers are non-transferable & no cash alternative is available. Offers cannot be passed on to third parties. Returned items will be refunded at the discounted price paid. We reserve the right to end promotion at any time.

10. This Website

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.

11. General

These terms and conditions and all transactions relating to this website 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.

12. Complaints

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

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