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My delivery hasn’t arrived. What should I do?

  • 14 January 2019
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If you’ve ordered a product from us and it hasn’t arrived yet, don’t panic! Go through the following 3 steps, and you should be able to get things sorted:

1. Check when to expect your delivery

First things first, is your delivery actually late? Here’s a rundown of when you should expect it to arrive:


For phones & tablets
We offer FREE next day delivery on all our phones and tablets, so you won’t have to wait too long. Result! As long as you order before 5pm (Monday-Thursday) you'll get it the very next day, free of charge. This handy table will give you more details.


For SIM cards
If you've ordered a SIM card (SIM Only or Data Only), it usually takes Royal Mail no more than three working days to deliver.

2. Check if they tried to deliver

Do you think the delivery company might have turned up at your door when you were out? Okay, then here’s what you should do:

For Phones and Tablets
If you're not at home when DPD arrives with your order, they'll leave a card to let you know they tried to deliver. Call the number on the card to arrange another delivery time.
If you don't call DPD, they'll try to deliver your order on the next working day. If you're still not at home, they'll try a third time, on the following working day.
If you don't pick up your order after the third attempt, DPD will keep it for seven days and then return it to us. We'll then contact you to arrange a redelivery.

For SIM Cards
All SIM cards are delivered by the Royal Mail within 3 working days. They come in an unmarked envelope, and as a result you will not need to be in for it to be delivered.

3. If your product definitely hasn’t been delivered, here’s what to do…

For Phones and Tablets
If you’ve ordered a phone or tablet that’s being delivered by DPD, you can easily track it. Got your order reference number handy? Great – just follow this link. If you need more help, you will need to contact DPD here.

For SIM cards
If you’ve ordered a SIM card, the Royal Mail will be delivering it. As we mentioned above, it usually takes them no longer than 2-3 working days to deliver. If you haven’t received anything after 4 working days, contact us and we will look into the issue for you.

Got a question on any of the above? Then post a reply below, and we’ll see if someone can answer it.


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