Online order returned by DPD is missing - unable to contact EE

[DanielleH_]

Hi, I’m trying to contact EE regarding an online order, but I’m struggling to find the correct contact route.

The order was cancelled as I couldn’t be in to receive it during the week. DPD then began returning the parcel to EE. The last tracking update was on 1 October, showing it at the DPD warehouse being sent back to EE. There have been no further tracking updates since, so the parcel appears to be stuck or potentially lost at the warehouse.

DPD have told me that EE, as the sender, needs to open an investigation. The phone line doesn’t give me a relevant option for an online order, and I can’t access live chat.

Is there an email address or another way to contact the appropriate EE team directly to investigate the lost parcel and process my refund?

Thanks.

[Chris_S]

Hi @DanielleH_,

I can imagine it's frustrating when the tracking is showing that it's been at the same stage for so long.

If DPD have confirmed the return is delayed or potentially lost, we would normally need to investigate this from our side before any refund can be processed.

If you're having trouble getting through the phone menu when you've called us, try selecting the option that's closest to orders or deliveries, as front line guides can usually transfer you to the correct team if needed.

Chris S