Phone being returned by ee store

[ayse2001]

I ordered a phone online for click and collect and I went to pick my order up but couldn’t get it because my passport wasn’t valid so they could not give me the phone and said they would have to send it back and I would have to order it online for home delivery. I ordered another phone the same day for home delivery and then received an email to discuss and was told I had to wait for my previous phone to be returned before they could send the new one out. This was last Friday and i was told to phone yesterday (Tuesday) to see if the phone had been returned yet and it hasn’t. Does anyone know how long this will take to be returned? I also paid an upfront payment aswell so expecting that back too. I’m a new customer 

[Chris_B · Accepted solution]

@ayse2001 it takes around seven days for a phone to be returned and processed as a return.  You’ll be refunded once that process has been completed and this will take another 7 to 10 days before you are refunded.   

Even with a home delivery you should be showing in date photo ID.