Delivery support

If you’ve ordered before 8pm 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. 

And we aim to deliver SIM cards within 1-3 working days. 

If you have selected Premium Delivery, your device or SIM will arrive within your chosen delivery window.

Before your delivery is due, you’ll receive a text or email confirming your tracking number.

You can track your order by visiting the courier’s website and entering your tracking number.

If you’ve ordered a SIM, your order can’t be tracked. 

Can I change anything after I’ve placed my 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.  

We can’t change the delivery address once your order’s been shipped. And we can’t make any changes to SIM card orders.

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:

  • Change your delivery date
  • Leave your parcel with a neighbour
  • Or if you’ve upgraded with Three, you can have your order delivered to a DPD Pickup Shop.

Alternatively, you can pay to have your delivery upgraded with DPD. You can then choose to have your order delivered:

  • Before 10:30
  • Before 12:00
  • On Saturday or Sunday

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.

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.

Delivery not as expected 

We’re sorry that your order’s not arrived yet. Got your tracking number from DPD? You can track your order using the DPD tracker or their app.  

You can also check for any delivery delays on the DPD service disruption page.

Waiting for a SIM? Please allow for up to 3 working days for it to be delivered by Royal Mail.  If it’s not arrived within 3 working days, please get in touch to let us know. 

Is your order not quite as you’d expected? If you’d like to return or exchange it, please have a look at our returns and exchange policy.

If you’ve ordered a SIM card, it will be sent by Royal Mail, so we can’t track your delivery. If a Royal Mail issue delays your delivery, you can pick up a replacement SIM from any Three store. Remember to take valid photo ID with you to do this.  

If you’re on a Three Your Way plan and have a compatible device, get in touch, and we’ll email you an eSIM instead. 

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 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.

Returns and upgrades

Returns and exchanges

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 free between 8:00 and 18:00 on the date specified.