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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 will my order 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.

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

If you need to amend your order, contact us as soon as possible.

Unfortunately, due to fraud prevention, we can’t change your delivery address once you’ve been credit checked. Instead, we can cancel the original order for you (if it hasn’t been shipped yet) and create a new one with a different address. Please note this would require a new credit check.

Returning or exchanging your order

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.

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 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 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

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.

You'll need contact us to request your return. We'll send you returns packaging and a label 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.

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.

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