Other Order FAQs

My Order

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  How do I get an update on my order?

  The quickest and easiest way is using our online Order Checker.
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  When will my order be back in stock?

  We try hard to make sure all our phones are in stock, but occasionally a sudden increase in demand means we run out temporarily. In that situation, we advise our customers to check the exact phone they ordered on our site, where delivery expectations are provided next to the list of deals.
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  What does 'Limited Stock' mean?

  That the product you’re viewing is likely to run out of stock soon. We encourage you to buy it as quickly as possible, but be aware it may have temporarily sold out by the time you finish ordering.
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  How do I change or update my order?

  Please get in touch with us on 0345 413 6200 or email [email protected] with your Order Number at hand.
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  Why is my order paused?

  We either require some extra information from you, or may need to perform further checks. Please Check Your Order online, or see the latest email we sent to you for more.
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  How can I get a copy of my invoice?

  Please find your Dispatch Confirmation email from us in your inbox, which has your invoice attached.
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  How do I change the address on my order?

  If you’re an existing customer of ours, we can deliver to your work address. Please contact us on 0345 413 6200 or email [email protected], quoting your Order Number. For new customers, we can only ship to your registered home address.
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  What's my order number?

  Please check your emails for order confirmation - you’ll find it stated there. Otherwise, try our online Order Checker, using your email address and postcode to verify your identity.
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  Do I need money in my bank account to place an order?

  We reserve then immediately refund £2.50 to verify your account details. So, you’ll need at least that amount in your account. If your order has an upfront cost, you’ll also need enough funds to cover that.
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  Can I place a business order?

  Please visit our bespoke business channel for the best deals for you and your business.
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  I’ve placed an order, but haven’t received an email?

  Check your junk folder, because your email provider might have moved our communications there if you haven’t received emails from us before. If you still can’t see any, it’s possible the email address on your order was incorrect; please email [email protected] to update your order details.
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  Can I place an order over the phone?

  Yes, certainly, Please call us on 0345 413 6269
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  Can I move from Orange or T-Mobile to EE?

  Yes, simply place an order on our website for an EE upgrade. Once your upgrade has been connected, you’ll automatically move over to EE, keeping your existing number. Note: you won’t be able to revert back to an Orange or T-Mobile plan.



My Plan

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  How many minutes, texts and data do I have?

  The quickest and easiest way to find out is by downloading your network app below.
  
  

  My EE App: iOS | Android

  Three App: iOS | Android

  My Vodafone App: iOS | Android
  
  Alternatively, you can Check Your Order online. Or find out by reading your Welcome email from us.

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  When does my contract end?

  Find out by completing our free online upgrade eligibility checker.



My Phone

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  Does my phone come with a warranty?

  Yes, all phones come with a manufacturer warranty. If you’d like to claim on your warranty, please contact your phone manufacturer directly.
  
  Apple - 0800 107 6285 or online
  Samsung - 0330 726 7864 or online
  Alcatel - 0207 458 0026 or online
  Archos - 0208 068 1044 or online
  BlackBerry - Call us on 0345 413 6200
  CAT - 0844 856 7004 or online
  Doro - Call us on 0345 413 6200
  Honor - 0800 088 6900 or online
  HTC - 0845 890 0079 or online
  HP - Contact online
  Huawei - 0800 088 6700 or online
  Kodak - 020 330 29656 or online
  LG - 0344 847 5454 or online
  Microsoft - 0344 800 2400 or online
  Moto - 03339 997 550 or online
  Nokia - Contact online
  Sony - 0370 523 7237 or online
  ZTE - 0203 450 8722 or online
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  How do I get my phone unlocked?

  Please contact the network directly.
  
  EE: 0800 956 6000

  Three: 0333 338 1001

  Vodafone: 0333 304 0191

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  Are your mobile phones new?

  Yes, every phone sold on our site is brand new, unless otherwise labelled as ‘refurbished’ or ‘pre-owned’.
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  Do your mobile phones include VAT?

  Yes, all upfront and monthly line rental charges include VAT.
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  Do I get my phone from you or the network?

  All mobile phones sold on our website are provided by us, not the network.