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 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.
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
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.
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 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 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.
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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