topic Return of online order in Orders

Return of online order

Pegpeg66 — Thu, 01 Oct 2026 15:33:16 GMT

Hi all

I need to return an iphone within the 14 day window. It's still sealed. Long story.

Question is regarding returns and what happens if it gets 'lost'. The return seems to be via DPD. If it's lost in transit am I liable? DPD don't seem to offer significant insurance.

I'd prefer to send via royal mail special delivery with £500 insurance. Can I just send it to the same address but via royal mail?

I can't get thru to anyone who can help...

And ideas.

Thanks in advance.

Re: Return of online order

Pegpeg66 — Thu, 01 Oct 2026 16:02:36 GMT

Although reading online it appears if EE set up the DPD return then the liability rests with them. Does that sound correct and I just go with their return mechanism?

Re: Return of online order

Chris_S — Fri, 02 Oct 2026 07:50:03 GMT

Hi @Pegpeg66,

If you bought your device, SIM or accessory directly from EE online or by phone, you have 14 days to return it, or 30 days if the device is faulty.

In the unlikely event that the phone is lost in transit when it's returned, you would simply contact us, and we would launch an investigation.

Our returns team would be happy to help with your handset return request.

Chris S