If your device has been lost or stolen and your claim has been accepted, we will arrange for a courier to deliver your replacement. The replacement will be from refurbished stock that has been tested and is fully functional.
Your replacement will be sent direct to your account address. You can request for your delivery to be made to another address, for example to your work address, however some high value devices can only be sent to your account address. Next day delivery is subject to geographical restrictions, Bank Holidays and exceptional circumstances. If you are abroad at the time of the loss or theft, we will deliver your replacement when you return to the UK.
Our normal delivery service is DPD and the details of this can be found below. We may use different methods in exceptional circumstances, however we will inform you of this during your claim call.
Once your claim has been accepted and replacement ordered, you should receive a text message to confirm the date you’ll receive the replacement. We will request an alternative mobile number to contact you on.
The link will also provide you the option to:
- Choose a one-hour delivery slot
- Change the delivery date
- Change the delivery to a DPD Pickup Shop
- Leave the delivery with a nominated neighbour
On the morning of delivery, DPD will send another text to confirm:
- The one hour scheduled delivery time, (e.g. between 12.24 and 13.24)
- The name of the DPD driver
- A link to the DPD website to track your parcel’s progress
- An option to rearrange your delivery if required
If you’re not home when DPD try to deliver
If you are not in, the courier will attempt to deliver your parcel to a neighbour. If successful, the delivery driver will post a card through your door and you will be sent an SMS to confirm your parcel has been delivered to a neighbour. If you have no neighbours nearby, or your neighbours are not in, then the delivery driver will post a card through your door to let you know they have taken your parcel back to the depot.
Delivery is automatically attempted again the following day. If you are not in again, any neighbours will also be attempted. If no-one is available then, providing a mobile number has been provided, your parcel will be taken to your nearest DPD Pickup Shop and you will be sent an SMS to advise where it is and how to redeliver/collect.
If there is no mobile number on the delivery, the driver will return your parcel to the depot. This is then held for five days before being returned to EE, unless you contact DPD to arrange a redelivery.
If you miss the delivery, we may apply a charge to your Service Plan bill. Please check here for the latest charges.
Using the DPD Pickup Shop option
If you choose to redirect your delivery to a Pickup Shop you will need to provide an appropriate photo ID, separate document with proof of address and also present the text message you received confirming the delivery to a Pickup Shop. The text message will include the reference number of the delivery for the Pickup Shop to locate your replacement.
You can find your closest Pickup Shop by following the link in the text message which will direct you to the DPD website.
Acceptable forms of photo ID are:
- Current passport
- Driving licence photo card
- Police or military ID card
- Disability ID card