Delivery Information

Everything about your delivery service with DPD

ALWAYS FREE - another of our promises to you. Regardless of what you order we won't charge you to receive it. All handsets are delivered by courier, which we believe makes the process of receiving your new phone secure, reliable and most of all FREE.

How it works

How it works for handsets and free gifts

We've teamed up with DPD to deliver all our handsets. With them, you'll get a notification of the hour your parcel will be delivered. So no more waiting in all day for the van to arrive.

DPD

Receiving your handset is easy as 1,2,3.

  1. You complete your order with us and receive confirmation that your items are out for delivery View confirmation form
  2. DPD will send you an email or text confirming your delivery date, with the option to change View Shipped notification
  3. On the day of delivery you'll receive another email or text confirming the hour it will be delivered and by who View Out for delivery

How it works for SIM cards

SIMs are sent out by 1st class Royal Mail, and will be with you within 5 working days.

No need to sign or wait in at all.

DPD

Delivery timetable

As often as possible we aim to deliver your parcel the next day. Your delivery time is based on when you ordered. This is all detailed in the table below:

Waiting for your order?

Christmas Delivey 2014

Last delivery for all phones is 5pm Tuesday 23rd December

Orders on all phones placed before 6pm on 24th Dec, 25th Dec 26th Dec will be delivered on 30th Dec

Orders on free gifts placed after Thursday 18th December will be delivered after 7 working days of order placed

Your order Delivered by Orders placed Tracking delivery
Mon-Thu
before 6pm
After 6pm Thu
- 12pm Sat
After 12pm Sat
- 2pm Mon
Your new contract or upgrade Next day delivery
7:30am - 6pm
Following Monday
7:30am - 6pm
Following Tuesday
7:30am - 6pm
click here
Your new Pay As You Go phone Next day delivery
7:30am - 6pm
Following Monday
7:30am - 6pm
Following Tuesday
7:30am - 6pm
click here
Your new SIM only contract Delivery within 3-5
working days
Delivery within 3-5
working days
Delivery within 3-5
working days
No tracking available

There are exceptions to this:

  • If you live in Northern Scotland/UK offshore locations, where delivery may take up to 5 working days
  • If you do not meet our network acceptance or our security criteria - If you think this may be the case, log in to your personal account here to find out
  • If we need further information - If you think this is the case, log in to your personal account here to provide the information we need to complete your order
  • If an item is out of stock, we will email you regular updates to keep you in the know

Track my order

There are a couple of ways to track your order

  1. With DPD click here to track your order. You’ll need your parcel number which is on any texts or emails you've received
  2. You can track the status of order by simply logging in to your My Account area. From here you can track and get the current status of your order

I haven't received any emails about my delivery

We aim to keep you up to date with the progress of you order. To save you having to call, you can track your order progress in your My Account area by clicking here. If we need extra information from you or the handset you have chosen is out of stock, your personal account will tell you everything you need to know.

I’ve got a missed delivery card

If for any reason you miss your delivery slot DPD will leave a card that looks like this:

DPD will then try again the next working day. The card will have a phone number allowing you to arrange a delivery day to suit you or to collect from your nearest depot.

DPD

Can I change my delivery address?

We understand that you may not be available when DPD come to deliver, however we're not able to change your delivery address once your order has been processed.

Contacting DPD

To contact DPD simply visit their website at www.dpd.co.uk

To track your order click here or to contact their customer service team click here

Northern Scotland/Offshore UK Deliveries

Delivery to Northern Scotland and UK Offshore locations may take up to 5 working days. A full list of all postcodes where next day delivery is not available can be found below:

Location Postcode area Delivery
Aberdeen All AB postcodes Up to 2 days
Dundee DD9 - 11 Up to 2 days
Dumfries & Galloway DG6 - 9 Up to 2 days
Scottish Borders EH46, TD3, TD11 Up to 2 days
Stirlingshire FK18 - 21, G63 Up to 2 days
Dunbartonshire G60, G82 Up to 2 days
Argyll and Bute G83 - 84, PA20 - 40 Up to 2 days
Argyll and Bute PA41 - 78 Up to 3 days
Western Isles All HS postcodes Up to 5 days
Isle of Man All IM postcodes Up to 2 days
Highlands IV1, IV5 - 9, IV25 Up to 3 days
Highlands IV28, IV63, PH49 - 50 Up to 3 days
Highlands IV2 - 3, IV10 - 24 Up to 4 days
Highlands IV26, IV30 - 32, IV36 Up to 4 days
Highlands IV40, PH20, PH23 - 26 Up to 4 days
Highlands IV4, IV41 - 49, IV51 - 56 Up to 5 days
Highlands PH30 - 44 Up to 5 days
AyrshireKA27 - 28 Up to 2 days
Lanarkshire ML11 - 12 Up to 2 days
Perthshire PH17 - 19 Up to 2 days
Shetland Isles All ZE postcodes Up to 3 days
Scilly Isles TR21 - 25 Up to 3 days
Northern Ireland All Bt postcodes Up to 2 days
Channel Islands All GY & JE postcodes Up to 2 days via Yodel

To track your order click here or to contact their customer service team click here

FAQs and troubleshooting

Cancelling or changing my order

If your order has not been despatched (we will send an email when it has), call our customer services team on 01509 615 474 to cancel or amend it.

If we've already sent your item, you may be able to return or exchange it. Please visit our Exchanges and Returns section here for more information.

There are items missing from my order

If you've received your order but something is missing from the box, you should:

  • If you have ordered a a phone with a free gift from our Third party, please allow 2 working days to receive the free gift
  • If something is missing, then you need to call us on 01509 615 474

I've tracked my parcel and it's showing as delivered, but I haven't received it

We're really sorry to hear you're having problems with delivery of your parcel. Firstly, there is a few things you can do:

  • Check with other household members to see if they have the parcel
  • Check with your neighbors, DPD may have passed your parcel to them to make sure you receive it
  • Check in a safe place

If you have tried all the above and are still unable to locate your parcel, our customer services team would really like to help. You can contact them by calling 01509 615 474.