topic Re: Alter order in Orders

Alter order

Topha — Sat, 15 Nov 2025 14:47:34 GMT

So had the fun of ordering my new phone to be delivered to a store local to where I work. The day it got delivered I ended up in hospital for an emergency operation.

I don't know when I'll get the chance to get the phone

Was wondering what it's like to try and get the phone returned from the store and sent to me direct as I'll be home from Monday or Tuesday

Re: Alter order

Alex_H — Sun, 16 Nov 2025 13:51:30 GMT

Hi @Topha,

Welcome to the EE Community

I am really sorry to hear about your operation, I hope you are feeling ok. Once the phone has been delivered to store its not possible to have it re-arranged for delivery to your home unfortunately.

The EE store will hold on to the phone usually for a week before they would look to send it back to the warehouse as a return which would then cancel the order and you would need to place a new one.

Alex

Re: Alter order

Topha — Sun, 16 Nov 2025 23:18:06 GMT

Will l get a notification of this?

How quickly can I re order after?

Re: Alter order

Peter_W — Mon, 17 Nov 2025 11:31:35 GMT

Good morning @Topha 👋

Normally if a store send back a handset, it would be sent back to our warehouse, then once received it can take 2 working days for the upgrade to be reversed on your account.

If this has already been delivered, it could be worth giving the branch a call directly so you can let them know about your current situation and they can discuss any other potential options.

You can find all of their contact details on our store finder page, and I hope you have a swift recovery, too!

Peter