If you have ordered an iPhone 13 and have a question about your order, please see the below information.
My order tracker has changed from delivery within 24 hours to awaiting confirmation, what does this mean?
If you have ordered one of the below models; We're really sorry there has been a delay with your new phone, due to an issue processing your order.
We’re working as a matter of priority to get your iPhone 13 Pro Max to you as swiftly as possible, when you receive a message from our courier DPD, please follow their guidance.
iPhone 13 Pro Max 5G 128GB Sierra Blue
iPhone 13 Pro Max 5G 128GB Silver
iPhone 13 Pro Max 5G 256GB Graphite
iPhone 13 Pro Max 5G 256GB Sierra Blue
iPhone 13 Pro Max 5G 256GB Silver
iPhone 13 Pro Max 5G 256GB Gold
iPhone 13 Pro Max 5G 512GB Sierra Blue
iPhone 13 Pro Max 5G 512GB Silver
When will I get my iPhone 13?
iPhone 13 orders are being dispatched on a first come, first serve basis as stock arrives from Apple.
Our delivery partner DPD will contact you by text by 8pm the day before delivery to let you know to expect your order the following day.
The date you receive your iPhone 13 may vary depending on the colour and size variant you have pre-ordered, but we expect to receive regular deliveries from the manufacturer and will be getting them out to you as quickly as we can.
I have received a text message to say my iPhone has been delayed due to an issue processing my order, what does this mean?
We're really sorry there is a delay with your new phone, I realise this is frustrating. This is due to an issue processing your order, following high demand for the new iPhone 13.
To stay up to date with your order, please use our delivery tracker. We're doing our best to get your phone to you, and stock is moving quickly, when you receive a message from our courier DPD, please follow their guidance.
How can I track my order?
We update the order tracker every time we get a delivery from the manufacturer. You just need your order number (which was emailed or text to you when you placed your order) and the email address or phone number you gave us.
If you ordered in store, the store will contact you as soon as your phone is ready to collect.
Can you tell me when I will receive my phone?
We allocate stock on a first come, first served basis. And we update our order tracker as soon as deliveries arrive, so you can see the latest information we have.
No delivery dates can be confirmed until they’re in the tracker, so remember to keep checking back for updates.
You will receive a text from DPD, by 8pm the day before your delivery, to confirm that it's on its way.
If you ordered online or over the phone, you'll receive a text from our delivery partner DPD with details of your delivery.
Remember you’ll need proof of ID when your order is delivered, so please have one of the following forms of photo ID available:
- Passport
- A valid driving licence
Find more detail about delivery of EE orders >
If you’re a new EE customer, we'll contact you using the details you provided to us. If you pre-ordered from an EE store, you’ll receive a call or text from a store advisor as soon as your phone is ready to collect.
Will I have to wait longer if I switch to a different model?
If you switch to an iPhone 13 variant that we currently have in stock, then you may receive your order earlier. If you switch to a model that is out of stock, you won’t be moved to the front of the waiting list.
Could my delivery date change?
Yes, it’s possible. We’re in regular contact with Apple, and will be sending out orders as quickly as possible. We'll keep you updated right here with any information we have, as and when we receive it, although information relating to individual orders is not available here.
Why have I not been contacted about my delivery?
You will receive a text from DPD, by 8pm the day before your delivery, to confirm that it's on its way
I paid an upfront cost for my device. Can I get money back because my device is delayed?
If you paid an upfront cost for your device this would not be eligible for refund due to a delay in delivery.
Why have I had no updates since placing my order?
We update the order tracker every time we get a delivery from the manufacturer. You just need your order number (which was emailed or text to you when you placed your order) and the email address or phone number you gave us. If you don’t have this, please give our Mobile Care team a call.
If you ordered in store, they will contact you as soon as your phone is ready to collect
Do any orders get priority, such as those ordered online?
No, we send out devices according to when we received the completed order, whether this was online, in store, or over the phone.
The delivery timescale will vary depending on the colour and size variant you purchased.
Why do I get different information over the phone, in store and in the EE Community?
The information in the EE Community is the most up-to-date, and comes first-hand from our Apple team, with whom we are in contact with and providing feedback.
For the most accurate and up-to-date information, please refer to:
- This discussion you're reading now
- The texts and emails we have sent you about your order
We’re making every effort to ensure we roll out information to all of our contact channels.
If you have any questions please tap 'reply' below.
