topic Re: 14 day return procedure in Orders

14 day return procedure

BlueVanilla — Wed, 11 Jun 2025 10:18:17 GMT

Hi, I upgraded online and ordered the wrong handset, I ordered the s25 edge..I wanted the s25 ultra! I have ADHD...and i was very confused when I received the wrong handset!

Anyway I have asked for a return within the cooling off period and I have received nothing...apparently I will receive a QR code????

Called ee twice and they just said to wait, but there is nothing on myee to say I have requested to return the handset.

Its funny how we receive the handset within 24 hours but ee are dragging out returning one...I just want to get the phone I should have ordered!

Any advice would be welcome...thanks

Re: 14 day return procedure

BlueVanilla — Wed, 11 Jun 2025 10:29:02 GMT

I honestly am thinking of leaving ee. I have been a customer since 1997!

I ordered the wrong phone, I have opened the box but that's it. I want to return it so I can order the phone I actually wanted...my fault totally, I am neurodivergent and got it wrong...

Ee have not progressed with my return, no one can tell me when I will get whatever it is I need to send the phone back..its a bit of a shame as otherwise I feel ee is good at customer service...it just feels like a part of the business that is not well managed...

I want the shiney new s25 ultra, I have the edge..I need to return to ee

I can get a better deal elsewhere on the s25 ultra...

Can anyone help please?

Re: 14 day return procedure

Ali_A — Wed, 11 Jun 2025 12:53:14 GMT

Hi @BlueVanilla

Sorry to hear your upgrade experience wasn't to our usual standard. I totally understand you'll be eager to get your hands on the new device you were looking for.

Once you've contacted us to confirm your return, we'll send you a pre-addressed silver bag. Please allow 5 working days to receive the returns bag.

If you've been offered a QR code (digital Return Label) instead for faster return, please check your email Junk/Spam folder.
If you're still unable to to find the QR code please get back in touch with our Customer service team who can chase this up for you.

Have a look at our Return a mobile device or SIM bought within the last 14 days page for more information.

Ali