If you’ve ordered before 20:00 Monday to Friday, we aim to deliver your device the next working day. If you’ve pre-ordered a device or your chosen device is on backorder, we’ll let you know of any delivery timescales.
We send our SIMs using our 2-day delivery service. You can pick your delivery date when you order.
If you’ve upgraded to a Premium Amazon or DPD delivery, your order will arrive on your chosen date.
Important: Some postcodes aren’t covered by Amazon. If you live in one of those areas or a new property, Royal Mail will make your delivery instead. This will happen automatically – you don’t need to do anything. You can track your delivery until Amazon passes it to your local Royal Mail depot. Please note: Royal Mail deliveries may take 3-5 days.
Full list of postcodes not currently supported by Amazon (this list is subject to change):
We’ll send you an email with a link to track your delivery. You’ll also get delivery notifications from DPD or Amazon, depending on your order.
Ordered a device? You can use the DPD app to make changes to your delivery. You can also do this by replying to the SMS or email from DPD.
If you’ve ordered an upgrade, you can arrange for your order to be sent to a DPD Pickup Shop or to be left with a neighbour.
If you’ve ordered a SIM, you can change your delivery date once it’s been shipped. You can do this by responding to your Amazon delivery notification.
For DPD deliveries:
If you miss your delivery – don’t worry. DPD will automatically try to re-deliver your order the following day.
Or you can re-arrange your delivery using the DPD app or by replying to the text or email from DPD. You can:
Standard DPD deliveries are made Monday to Friday. Or, if you upgrade to premium, you can get your delivery before 12:00 or over the weekend.
For Amazon deliveries:
Don’t worry if you’re not going to be in for your delivery. They’ll be able to post it through your door or letterbox.
We can’t change your delivery address once your order has shipped. Not going to be in? You can arrange for it to be left with a neighbour using the DPD app. Ordered an upgrade? You can get it delivered to a DPD Pickup Shop.
Important: this can only be done for DPD deliveries and can’t be arranged for Amazon deliveries.
If you’d like to return or exchange your order, please have a look at our returns and exchange policy.
We’re sorry to hear that you’d like to cancel your order. If your delivery has been shipped, please wait for it to arrive, then get in touch with us to arrange a return as soon as possible. We can then cancel your agreement and make any refunds necessary. We’d also recommend having a look at our returns and exchange policy.
For DPD deliveries:
We’re sorry your order’s not arrived yet. If you have your tracking number, you can track your order on the DPD tracker or on their app.
You can also check for any delivery delays on the DPD service disruption page.
For Amazon deliveries:
If you’ve ordered a SIM, you can track your delivery through your Amazon delivery notification. You can also use the tracking link we emailed to you.
If your order isn’t as you’d expected and you’d like to return or exchange it, please check our returns and exchange policy.
Unless you’ve received a notification to let you know of a delivery issue, it may be that your order’s running late. It should be delivered the following working day.
You should get a delivery notification from DPD or Amazon on the day of your delivery. It’ll confirm your tracking number and your delivery time slot.
If there’s a problem with your order, such as a missing or damaged item, please contact us as soon as possible.
If you’ve ordered a phone, tablet, or broadband device online, you can return or exchange it within 14 days (or in the case of Home Broadband Consumer customers, within 30 days) of receiving it. Your device must be ‘as new’ to do this.
Call us free on 333 from a Three phone, or on 0333 338 1001 – standard charges apply.
If you've upgraded online or over the phone, your new device will be delivered for between 8:00 and 18:00 on the date specified.
