Returning new phone.

[Stevie93]

I’m returning my iPhone 16 and was wanting to know if it’s possible to send it in my own packaging instead of waiting 7 days for one from EE as I’m worried I’ll get charged if it doesn’t arrive in time within the 14 day period. 

[Peter_W]

Hey again @Stevie93!

I'm really glad to hear that's all sorted for you now.

Thanks for taking the time to come back and let us know too 😁

Peter

[Stevie93]

Hi Peter, 

I sent off the phone and sim immediately back to EE through the tracking number provided by Royal Mail on the parcel return bag you sent me. I paid £20 to send it back. But I wasn’t sure why but I phoned EE and they said as a goodwill gesture they’ll send me a DPD tracking number. Will this affect my phone being returned as it’s being sent in the parcel bag you provided me through Royal Mail and can I just ignore the DPD tracking number. 

Anofhed question, how long does it take to update my account on the return parcel?

[Peter_W]

Cheers @Stevie93.

I'm not familiar with our team ever sending DPD to collect a device, it would always typically be the returns envelope like you mentioned. 

Typically when you return a parcel, once this is received at our warehouse we recommend 2 working days for this to be scanned back in and the upgrade reversed on your account.

Peter

[Stevie93]

I take it I can just ignore the DPD tracking number? As my phone and sim was sent out using the bag you sent me. 

Thank you.

[Peter_W]

If you used the bag that we sent, then this should definitely make its way back to us, @Stevie93.

I would recommend giving our customer care team another shout just so we can be sure on what's happening with DPD, as if there is a collection in place it'd be good to get this cancelled before someone tries to come out. 

Like I mentioned this isn't something I've known us to do for returns in the past, but as they're our regular delivery partner there's a chance they could offer this option for extenuating circumstances.

Peter

[Stevie93]

Hi Peter, spoke to customer service. They told me to just ignore the DPD tracking as it’s been sent through Royal Mail. 

thank you 🙂