To add and/or remove an address in your account, go to ‘my account’ select "Manage Address Book". In here, you’ll be able to add/remove an address from your account.
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To add and/or remove an address in your account, go to ‘my account’ select "Manage Address Book". In here, you’ll be able to add/remove an address from your account.
To make changes to your payment methods, simply log into your account, go to ‘my account’ and select "Manage Payment Methods". In there, you'll be able to add, remove or change credit card details.
You can have several cards stored on your account. So you can choose which one to use each time you order from our website. Your card can’t be used without confirmation of the last 3 digits on the back of…
If you’re a BT, EE or Plusnet employee with an EIN number, then you’re eligible to join the Employee Discount Scheme on EE Store.
1. Go to ‘my account’
2. Select ‘Discount schemes’
3. Select scheme : ‘BT, EE and Plusnet Employees Scheme’
4. Enter your employee number (EIN number)
5. Enter your Forename(s)
6. Enter your Surname
7. Click…
If you’re a BT e-Shareholder with a BT Shareholder account number, then you’re eligible to join the BT e-Shareholder Discount Scheme.
1. Go to ‘my account’
2. Select ‘Discount schemes’
3. Select scheme: ‘BT E-Shareholders Scheme’
4. Enter your Shareholder account number
5. Enter your Forename(s)
6. Enter your Surname
7. Click…
At the top of the website click “Sign in”. You’ll then be asked to enter your email address and password.
If you’re an existing BT or EE customer, your EE ID or BT ID and login details won’t work on EE Store. You’ll have to create a new account. We don’t share the same systems as BT or EE. It’s easy to create a EE Store account.
Go to 'My account' then click 'View Orders and Returns’. Find the order you’d like the invoice/ receipt for, and click ‘View order’. Scroll to the bottom of the page and select `Request E-Receipt’. This will then trigger an invoice to be sent. If you don’t receive the invoice, please check your junk/spam folders.
If you still have issues, contact our Customer Service team so they can send it to you:…
There are some communication methods you don’t have the option to opt-out of, like updates on your order and dispatch confirmations. These aren’t marketing communications and they’re sent to you to let you know the status of the order journey.
1. Go to ‘My account’
2. Select ‘Communication preferences’
3. Select ‘Amend your preferences’
4. Click ‘Submit’
Please note,…
To change your contact details, simply click ‘my account’ and go to ‘Personal Details’ where you can change your contact details. You’ll be able to amend your name, email address, login details and contact number .
To reset your password, follow these easy steps:
The term "phishing" relates to email scams where unsolicited messages are sent by illegitimate senders, usually posing as a recognised brand or organisation.
These emails may attempt to trick you into disclosing personal or financial information. Sometimes the email may contain a virus hidden within an attachment, which if opened, could be harmful to your computer.
Please see the link below for…
If you are a BT employee, a BT contractor or a member of the extended workforce with an EIN number or you are a BT Pensioner with a Pensioner Identification Number (PIN) you are eligible to join the BT People Discount Scheme. Join today and start saving on over 10,000 products. Simply sign-up / access your EE Store account, and in 'My Account' select 'Discount Schemes' to enrol.
Applying to the…
If you place an order on our website and you choose the 'next day delivery' option, we'll aim to ship your order the same day.
We can only ship the item(s) that day if:
Unfortunately, we're not able to change any of the information printed on the invoice. The information on the invoice is linked to our computer system. For this, and for legal reasons, we’re NOT able to change any of the information on it. You can return items within 14 days as unwanted for a refund and re-order with the right information if necessary.
When placing an order online, you have the option to select/enter an alternate delivery address to your billing address.
Once the items have shipped, we can’t change an address.
If you need to change an address after the order has been placed but has not yet shipped, please add the address onto your account and contact our Customer Service team so they can look to change your address for you.
Once you've placed an order with us, it’ll go through three stages before completing .You can check what stage (the status) is at by logging into your account and clicking the order.
When you have the order on the screen the status will be listed:bill
Once your order’s been shipped, you’ll receive an email with your tracking information, as well as details of the chosen courier who’ll be delivering it to your chosen address.
You can also see if your order’s been shipped by logging into your EE Store online account and selecting the ‘Orders and Returns’ tab. If your order’s been shipped, then the tracking information will show in the ‘Orders and…
To check any order you've placed with us, login and go to 'my account' and select 'orders and returns'. Here you'll see all orders and their status.
Sometimes an order will be placed on security checks and potentially held for around 24 hours. If this is the case, you'll receive a call or email from our finance team asking for further details.
If you're not sure, please contact our Customer Service…
An order can’t be amended online once it’s been placed. If you need to make any changes to an existing order you’ll need to contact our Customer Service team.
If the order has shipped we won’t be able to amend it at all. You’ll need to create a new order.
If no one’s in to take receipt of the delivery, a few different things could happen based on the courier, item size and item value. We allow some items to be posted through if they fit in the letter box.
Some items will require a signature. If you’re not in, they may attempt a neighbour’s property or take the item back to the depot. When an item is taken back to the depot, a calling card should be left…
We are an online retailer selling thousands of items. We provide competitive pricing and also run a lot of promotional offers.
If the price comes down, we won’t be able to offer a refund to match the new price. The price you ordered at was the best price we could offer at the time of ordering.
If your order has not shipped you have the option to cancel your order and place it again at the new price.
If you’ve taken receipt of a delivery and items are missing, please report this to our Customer Service team straight away.
We’ll need images of the outer packaging and full details of what is/isn’t included in the delivery.
Our Customer Service team will carry out a full investigation with the warehouse to understand what’s happened and provide you with a resolution.
In some cases were the evidence…
This means we don’t have the stock available to ship in our warehouse right now. We have orders placed requesting the stock from our suppliers and manufacturers. We’re doing all we can to secure the stock as fast as we can to fulfil your order.
When our suppliers provide us with the expected date the stock is due to arrive, we’ll show it on our website. These dates are subject to change and are the…
Once you’ve placed an order with us, we’ll then order the stock (ordered upon request). Once we’ve placed an order with the supplier, they’ll provide an estimated date for the arrival of the stock. In return, this should update your account area with the last estimated date. All dates are subject to change.
When an item shows 'Ordered upon request', this means that we currently don’t physically have…
If you've ordered more than one item from us we may split the shipment, so you could expect more than one delivery. We ship items from both our own warehouse and our suppliers’ warehouses, so if you order items that come from both locations you’ll get two different deliveries.
Some items ship in their own boxes; like printers, laptops and TVs; and we don’t bundle other items ordered together. So if you…
If you need to amend your order you will need to contact our customer service team. Methods of contact can be found here.
We can only amend the order is if hasn’t already been sent the warehouse for processing.
A payment method can’t be amended. The payment needs to be processed on the original payment method.
When you order from EE Store, we want to give you 100% confidence in our ability to get your order to you as quickly as possible. So, when we ship your order, we will send you an email explaining that your order has been dispatched, which courier we have used and your tracking reference number. You can track your order online by contacting the courier directly. Simply…
If you place an order on our website and you choose the 'next day delivery' option, we'll try to ship your order the same day. However this can only happen if:
EE Store is the online destination for all your tech needs, and the new name for EE Accessories. All orders and queries will be dealt with by EE Store customer service team.
All orders placed after the 07/08/2023 you can follow the help articles. If your order was placed before 07/08/2023, please refer to the FAQ.
If the item becomes faulty and a return is approved, we’ll issue a returns number to you. In most instances a collection isn’t needed and you’ll be given a pre-paid returns label. We only collect larger items, like TVs.
You have the right to return software within 14days. We only accept software back if it’s fully sealed, unopened and in the original packaging.
Unfortunately, if it’s been opened then we’re unable to accept it. We have to follow this policy as the return of opened software could lead to a possible breach of the Copyright, Designs and Patent Act (CDPA) 1988.
If you think the disk containing the software…
Due to system restrictions, we can only offer a return for a refund/replacement of an identical item. Once the item arrives back with us, you’ll be notified and a refund/replacement will be issued.
If a new item is required once a refund has been issued, you can place a new order via the website. All returns will need to follow our Returns Policy.
A RMA (Returns Merchandise Authorisation) is valid for 14 days from the date of issue. This allows enough time to return the item(s). If the item(s) are not returned within the 14 day period, then the return approval is void and could result in the item(s) being sent back to you with no refund/replacement.
If you believe you’ve received someone else’s order, it could be that we made a mistake in the warehouse when shipping the orders.
Please contact our Customer Service team. We’ll look to resolve the matter quickly for you. We’ll require the URN number from the white label on the box. This will look similar to “00006***********” and the sales order number from the dispatch note.
If something’s missing from your delivery, please get in touch with our Customer Service team or raise a request in your account area.
All missing claims need to be reported within 10 working days. We’ll need the below information so we can review this for you:
Once we have all the relevant information, we’ll carry out an investigation and…
Once an order has been shipped, it can be returned to us for several reason like address errors or it’s been rejected when our couriers have tried to deliver it.
If this happens, the item will come back to our warehouse and it’ll be booked in as ‘unwanted’. An email will be triggered to let you know that a return has been completed and a credit has been issued. We’ll credit your original payment method…
All returns need to be approved before they’re returned. We’ll give you an RMA (returns material authorisation) number. We’ll also send you an email with all the relevant returns details.
Items need to be sent back using a fully tracked method with proof of postage at your own cost.
All refunds should be issued back to your card within 10 working days. We’ll start processing your return when we receive the item(s) back into our warehouse.
If you’re experiencing any further delays, please get in touch with our Customer Service and they’ll review this for you.
Once you have a returns material authorisation (RMA) number, we advise you to send the item(s) back using a fully tracked proof of delivery service.
Estimated time to complete a return is 10 working days from the date we receive the item(s) back into our warehouse. Once it’s signed for back at our warehouse, we’ll aim to complete your return within 3-5 days. You’ll receive an email letting you know…
This is how our system works. Any item returned back will generate a credit note. We’ll then either use the credit note to ship a replacement order or the credit note will trigger a refund back to your original payment method.
On your online account, you should be able to see if a replacement order is awaiting dispatch.
If you have any questions please get in touch with our Customer Service team and…
That’s the way our system works. When a return is accepted, its receipted back into the warehouse and a credit note is generated. Then the credit note is used to trigger a refund/replacement.
You’ll have a credit note invoice and, if you’ve opted for a replacement, a sales order invoice for the new order. No action needs to be taken here – the documents are just for reference, if needed.
A manufacturer may not include a printed user manual with their product and may just include a printed ‘quick installation guide’. This helps keep costs down, so the savings can be passed on to the customer.
Sometimes the manual is in the form of an electronic document on a CD included in the box. Other times, you can download the manual from the manufacturer's website.
Our customer advisers may not always have the niche technical expertise needed to resolve your issue, so we have provided the correct numbers to call for most eventualities.
| Product Range | Phone Number (Price per minute where applicable) | Opening Hours |
|---|---|---|
| BT Aqua BT Calypso 1100, 120, 225 BT Domus BT Equinox 1200, 1350 BT Freelance XA100, XA200, XC100,… |
If your item has been damaged in transit, you can raise a return request from your account area. We’ll need images of the item and the packaging so we can review this for you.
Or you can contact our Customer Service team via enquire-store@ee.co.uk for further advice and guidance.
All damages need to be reported within 14 days of signing for the delivery .
We hope that you're pleased with your purchase from EE Store, however we do understand that occasionally, you may need to return goods to us. Please follow the returns process which you feel applies to you.
You have the right to return the good(s) for any reason up to 14 days after receiving them. If you contact us to cancel your order before you have received…
EE Store will support on queries the best they can. If they are not able to support the BT helpdesk number will be provided so the technically trained agents can provide guidance on your query.
EE Store deal with items purchased from themselves only. If your item was purchased from BT.com, ee.co.uk or another retailer you will need to contact the reseller directly or call the BT Helpdesk numbers below.
…It really is that simple, just follow the instructions after selecting the option and return the item back to us via your own courier.
Please remember your RMA is only valid for 14 days so please return the item back to us as soon as possible.
When packaging your item, please make sure you include all original packaging, the item(s) are suitability packed for transits and the returns address and RMA…
When returning an item back to us, it's important that they’re packaged correctly so they don’t get damaged in transit. We advise returning items in the original packaging, assuming you have it and it’s still intact.
Where it's not possible to use the original packaging, please make sure the item is sufficiently packaged to avoid any damage in transit.
You’re responsible for the return of the item(s)…
All items we offer as ‘brand new’ come with a standard 1 year manufacturer’s warranty. Some items come with a longer warranty. If this is the case, we’ll show this in the product specification area on the product details page on our website.*
Any extended warranties will be listed on the website. In some cases, if they’re set up as a bundle with certain items, they may pop up as a recommended bundle…
The simple answer is no. When an item is returned, all data is cleared from the device. Understandably, we do state in our Returns Policy that all customers need to backup and remove data from a device for Data Protection reasons.
Items shown on our website can either ship from our main warehouse, or our suppliers’ warehouses. So stock messaging can become a little bit complicated. We’ll try and explain this as simply as we can.
In stock: this means the item is in stock and readily available to dispatch.
In stock and offering an express delivery method: this means the item will ship directly from our main warehouse; therefore we…
You may place an order and the item becomes ‘end of life’ or discontinued. If this happens, your order will need to be cancelled or replaced with a different item.
Our customer service team will contact you via email on a regular basis to keep you updated on what’s going on with the order. Payment will not have been taken from your original payment method in this instance, as the item(s) won’t have…
Our suppliers may accidentally send us ‘non UK’ stock, which may include a manual in a foreign language or a different configuration for the keyboard. If this happens, please contact our customer service team who can resolve this for you: email us at enquire-store@ee.co.uk.
Unfortunately, we're not able to send you the UK version in advance – even if you just need a keyboard or a UK manual, as we don’t…
OEM stands for ‘original equipment manufacturer’. We don’t sell many of these items, but they can sometimes be found on the website. A simple explanation of OEM is a plain boxed item. These are usually a little cheaper and are not labelled by the manufacturer.
If you need any guidance, please email our Customer Service team enquire-store@ee.co.uk
A bundle deal is created when we offer discount on selected items bought together. These are bundles that our Product team have suggested. The bundled items usually work together, so you can reap more benefits from them. For example, a smart thermostat may be bundled with a compatible smart home speaker.
Bundles can be added to your basket in a number of ways. We list bundle deals across our website –…
Pixel stands for "Picture Element". The picture on an LCD or plasma display is made up of thousands of pixels which can't usually be seen individually by the naked eye. Each pixel is made up of three sub pixels (red, green and blue). Working together, these pixels make up the image you can see on a display.
As the number of pixels on a screen is so huge, it's possible that there may be some failure at…
There’s many ways to search for an item on our website. You can simply type it into the search bar at the top of the website.
If you know exactly what you’re looking for, the easiest way to search for it is by Brand and/or Category.
If you’re looking for a product but can’t find it, we may not sell it on our website. Or, if it’s new, we may not have added it to the website yet.
Our Customer Service…
This message will be displayed when you’re trying to buy a bundle as well as one of the components of the bundle at the same time.
If you do try to do this, you'll see a message: "Sorry, this bundle cannot be added to your basket" or "Sorry, this product cannot be added to your basket" – depending on what's already in your basket.
Imagine there's a bundle which is made up of a digital camera…
As you can imagine, we have a lot of products on our website. We have around 10,000 products. And we use an automated system to complete the majority of the product images and specifications.
This system specialises in providing online retailers, such as EE Store, with the very latest product and technical information. This is the most feasible and most advanced way of making sure the vast amount of…
All of the items we sell come sealed from the manufacturer. It’s standard practice that almost all of our printer manufacturers don't include a cable that connects from the printer to your computer.
You'll need to buy a cable as a separate item when you place your order. With something like a cable and printer, we’d usually offer a special ‘bundle’ for these two essential items when bought together.…
Products listed as 'clearance' are deemed 'end of life' by the manufacturer. Any stock we have remaining will not be replenished. Check out our clearance deals here.
‘Used stock’ has been discounted because there’s a minor problem, like a missing manual/ software, the packaging is slightly damaged and/or the product may have been repaired under warranty and is ready for resale, but not as new.
All used stock has a 180-day warranty and is in good working order. Each individual used stock item has a reference number and a short description of the condition of the…
The smartphones we sell on EE Store (store.ee.co.uk) do not come with a sim-card unless otherwise stated.
If you are looking to purchase an EE sim-card you can here: EE Pay Monthly Sim Only Deals
Yes, you can. However, your order must be delivered to a UK address.
If you receive an error message saying "the email address has already been registered", then our system has recognised that the email address you’re trying to use already exists on our database.
Maybe you’ve registered before, but you’ve either forgotten or didn’t realise your registration was successful at the time.
To overcome this error, you’ll need to click the ‘sign in’ button at the top of the…
Although we do create voucher codes for certain limited-time promotions, we don't currently operate a gift voucher scheme here at EE Store. But we're always investigating new ideas and this is on our road map for the future.
All our methods of contact are listed on the website under the Help section. Contact methods we use are email, phone, social and live chat. If the method of contact is online/offline, it’ll show on the above link as closed, busy or online.
Our contact centre works Monday to Friday 9am - 5pm (excluding bank holidays).
At EE Store, we sell thousands of items. To help us manage stock and inventory, we create each item with a unique item code. We call this a ‘quicklinx’ code.
To find a product, simply type the unique quicklinx code into the search box on our website and hit the button with a magnifying glass icon. You can also search from a product using the item name or keywords relevant to the product.
When you enter your credit/debit card details for the first time on your account, you'll be asked for a ‘card name’ as well as the other card details.
The ‘card name’ is simply a name to help you to identify the card you’re using, and might be something simple like "Visa" or "Switch".
At EE Store, we use a range our different couriers. Our internal courier system selects which courier we use based on the item size, weight and area for delivery.
Here’s a list of the main couriers we use:
We have some couriers that are used for specialised deliveries like TVs, heavy items and certain locations. These couriers can only be tracked…
When you place an order with us, you have the option to give the order a unique ‘reference’.
This won’t impact the order in any way, but might be something to help you identify an order in future like “Ink for printer” or “new mobile”.
We don’t take payment until your order has been dispatched. As a security measure, dependent on your card provider, we may ask for an authorisation of 1p from your credit/debit card. The funds will never be taken and is purely an authorisation to check the card is valid.
Once this is done and the order is placed, you’ll get an order conformation email confirming your order has been placed. You can also…
EE Store is an online retailer and the majority of our business is carried out online, therefore the website is the most up to date source of pricing and is updated several times a day.
Some of the promotional offers we send are locked down to a specific URL or customer group. You might receive a leaflet or marketing email from us offering a lower price but can’t see this online. You need to make sure…
You may have noticed that a 'mini-version' of your shopping basket appears near the top of our website. We hope you find it useful to keep an eye on your basket contents wherever you are on our website.
When you click the ‘Buy' button on the product you'd like to purchase, you'll notice that this item is added to your basket along with the price of the item. Once you’ve selected all the items you want…
Unsure on where to find what you're looking for? Perhaps you know what it is but don't know where to look? Here at EE Store we've compiled every single one of our products from A to Z to help you find the item quickly and easily. Our product range includes everything from access points to Smart TVs and wearable technology and you're sure to find it here.
We work with a number of carefully chosen delivery companies, all with great reputations for efficiency and service. Depending on the delivery service you chose when you placed your order (e.g. standard or next day), combined with the size, weight and delivery address of the goods in your order, our system will automatically select the delivery company best suited to delivering your order at any given…
Once an order has been placed, stock will be ordered or allocated to your order. If the items you ordered are not in stock we don’t take payment. Sometimes it might hold a pre-authorisation on the funds.
We take full payment once the items are dispatched and on the way to you.
On some occasions, we instruct our suppliers to ship an item directly to you and this would be the only occasion we take the…
EE Store is an online retailer. All items we sell and our stock availability is listed online. All of our items have a specification page to support on a self-service experience. The prices and offers listed online are the best we can offer, we continuously compare prices to be competitive in the market.
Our website uses the latest technology to display product information including technical…
All the items we supply at EE Store are subject to VAT (in line with current legislation).
If you live in the Channel Islands you will not be charged VAT.
Claiming "VAT back" when you leave the UK: if you wish to do this, you'll need to obtain the relevant forms from HM Revenue & Customs. We do not supply the forms.
If you're taking goods out of the UK/EU and wish to re-claim…
If you believe your card/payment method has been used for a transaction you haven’t made, please contact your card provider and raise a dispute.
We won’t be able to share any information regarding the transaction or account details unless you are the registered account holder.
If you’re able share the below information with our finance team, this will help us review the transaction and help to avoid…
EE Store is unable to deliver to BFPO (British Forces Posted Overseas) addresses.
Do you export goods/ deliver to addresses outside of the UK?
When returning an item back to us, it's important that they’re packaged correctly so they don’t get damaged in transit. We advise returning items in the original packaging, assuming you have it and it’s still intact. We require the item to be returned in full with all accessories included (eg: headphones, chargers, SIM Pins).
Where it's not possible to use the original packaging, please make sure the…
Unscheduled delivery means it’s not possible for your order to be delivered on a specific date, or within a specific 3-working-day range. In instances like this, we'll despatch your order as soon as we can, although we can’t guarantee delivery on a specific date.
Unscheduled delivery is often selected for you because we can't process your order straight away. For example, when the item on your order is…
When you create your account on our website, we request that a landline telephone number is supplied in all cases. We do this for security reasons and if we need to contact you regarding your order. We're sorry if you’re unable to provide a landline telephone number, but unfortunately it’s required by EE Store in order to accept your order. Otherwise we’re unable to create an account for you.
When placing an order with us, we’ll ask for the below details:
Once the order items have been fulfilled, you can login to your EE Store account and remove certain data from the account, like payment details. Any payment details you wish to keep on your account are encrypted and securely stored on our payment…
The EE Store is separate from ee.co.uk and is operated by BT plc. Your personal information is used in accordance with BT’s privacy policy.
The following Terms of Use (Conditions) apply to anyone accessing and using the EE Store website (Site), or any part of it. BT may modify these Conditions from time to time and accordingly you are advised to keep up to date with the changes by regularly reviewing the Terms. By using the Site you agree to be bound by these Terms. You should note that individual products and…
If the symbol shown here is found on any of your goods, it means that the product is classed as Electrical or Electronic Equipment and is covered by the WEEE Regulations.
We are pleased to offer our customers the chance to recycle their old electrical items when purchasing a new item from us. Please do not throw any electrical equipment (including any marked with…
We’re sorry to hear something about our service is making you unhappy. When things go wrong we want to know so we can put things right as quickly as possible. If you do have a customer complaint, please get in touch with our Customer Service team in the first instance in order to resolve the issue efficiently.
If your complaint relates to services from BT/EE then please visit the…
Prices are inclusive of VAT but exclude delivery charges. For full delivery details, please see www.store.ee.co.uk/shop/delivery. Contact EE Store at enquire-store@ee.co.uk, or write to Customer Services, EE Store, Accrington Contact Centre, 1 Globe Way, The Globe Centre, Accrington, BB5 0FQ.
EE Store is a trading style of British Telecommunications Public Limited Company, which is authorised and…
Last updated: 09:00 on 12th July 2023
At EE Store, we're busy making sure the impact to our customers is minimal, our people are protected and the service you've come to expect is maintained.
The technology products we sell have never been more important. As supply chain disruption continues, more people need to work from…
We're BT and EE`s online retailer for tech and electricals. Our team is on-hand to help EE Store customers who've bought an item from our online store, or have a pre-sales query relating to items on our website.
If your query relates to services from BT/EE then please visit the relevant link below.
BT Services – Get support with BT products and services
EE services - Help & Support
Any call back or…
In these terms and conditions, we, us and our refers to British Telecommunications plc. Registered office: 1 Braham Street, London E1 8EE. Registered in England No. 1800000. You may see both EE and BT branding on the website where you purchase your goods, both companies are part of BT Group. You are still contracting with British Telecommunications despite seeing EE branding.
If you place an order for…
When you're at the checkout, our system will automatically calculate the delivery charge that is applicable to your order.
In calculating the delivery charge, our system references the size and weight of the items you have chosen, as well as the delivery address and delivery service you choose. For an exact price on carriage therefore, please make sure you visit the checkout section.
Pop your email address below and we’ll let you know as soon as this item is back in stock: