If your device isn't working as expected, you can check the basic troubleshooting help available on our Device support pages. If this doesn't help, please contact us and we'll do our best to resolve the problem.
Delivery & return queries
Need help with your delivery?
Here's what you need to know if you want to track or change your order.
How your order will be delivered
We aim to deliver orders of up to 10 SIMs within 3-5 working days, via Royal Mail.
If you’ve ordered a device, including a broadband hub, or more than 10 SIMs, your order will be delivered by DPD’s next working day service where available, when ordered before 1pm on a working day. Availability of the next working day service will depend on your location.
You will not receive a delivery if you've renewed a SIM Only plan or ordered an eSIM.
Tracking your order
DPD will send delivery updates via text or email to confirm your delivery date, and will confirm the time slot on the day of delivery. They’ll send these updates to the contact details provided at the time of ordering.
Making changes to your order before it's delivered
Unfortunately, due to fraud prevention, we can’t change your delivery address once you’ve been credit checked. If you need to amend your order, contact us as soon as possible.
Need help with your return?
We hope you’re happy with your order, but if you need to return or exchange it you can find out how below.
Please note that regardless of route of purchase, our 14-day (or 30-day for Business Broadband) returns/exchange period doesn’t apply if you’ve upgraded an existing plan, changed an existing plan, or moved from a personal to a business account.
However, if there is a problem with your order, including an issue or a fault with a new device, please contact us.
I bought over the phone or via online chat, or with a Sales Specialist
You need to contact us. You’ll have 14 days (or 30 days for Business Broadband) from receiving your device or accessory to decide whether to return or exchange it. For more details, see Three’s Return and Exchanges Policy.
I bought online
You need to contact us. You’ll have 14 days (or 30 days for Business Broadband) from receiving your device or accessory to decide whether to return or exchange it. For more details, see Three’s Return and Exchanges Policy.
I bought in store
You can’t return devices or accessories bought in store unless they’re faulty, or you ordered Business Broadband, which can be returned within 30 days. If you agreed in store to have your device(s) or accessories sent to you separately, you’ll have 14 days to return these. If your device is faulty, you’ll have 28 days to exchange it in store, after which you’ll need to contact the manufacturer.
I bought from one of Three’s partners
For returns or exchanges, get back in touch with the partner you bought from to discuss your options.
FAQs
You'll need contact us to request your return. We'll send a returns label and instructions on how to send it back to us.
If you have an iPhone, you'll need to remove Find My iPhone before sending it back. You can find out how to do this on our Device support pages.
For orders delivered by DPD, you’ll get an update by text or email confirming the delivery date. This will include a link to re-schedule the delivery to a different date should you need to.
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