Order

[haydenferla23]

I placed an order for the iPhone 17 pro cosmic orange 256gb and the only email I’ve had is “thanks for your order” had no other email to say when it’ll be dispatched or delivered and it’s been 48 hours since order, any help or ideas??

[Schockwave]

Hello @haydenferla23 ,

Welcome to the community,\

You are not the only one waiting for the IPhone, which is new and very popular, so there can be a 28 days wait, as Apple have not sent enough of them.

You will receive notification from DPD up to the evening before delivery and another one on the day of delivery with a one hour window and a PIN number, which you have to show the driver before receiving your device.

If you have not already done so, I would advise installing the DPD app and registering with the same details as EE have, also downloading the EE App, you can then see the progress of your order..

Orders are delivered on a first come first serve basis.

[haydenferla23]

I’ve logged into the ee and I try to track my order and it doesn’t let me? Quite useless tbh it’s took my upfront cost that I paid on the day I ordered it and the only email I got was to say thanks for my order! waiting around with 0 updates isn’t fun at all and especially when I’m using a broken phone whilst waiting for my new one! 

[Ali_A · Accepted solution]

Hi @haydenferla23 

When placing an order online, the first email we send is to acknowledge the order has been received by us. 

You'll get a follow up email shortly after to confirm once the order has been processed, or if there is a problem with your order. 
Please check your Junk/Spam folder for the second email, either confirming or asking to call us. 

However, as you're unable to If you're unable to track your order on the website, it suggests your order hasn't been completed yet. 
Please give our Customer Service team a call where a guide in the Digital Sales team can check the progress of your order.  
If the order didn't complete correctly, they can discuss what additional information we need from you to manually process it and then complete it for you. 

Just so you know, the upfront payment you made at the time of your order was only a pre-authorisation for the payment, which is held as "pending" with your bank. We'll only complete the payment once the order is processed. 
If the order does not get completed we will not take the payment, and your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days. 

Ali