Replacement device deliveries

We’ll collect your damaged device and deliver your replacement at the same time. If your device has been lost or stolen and your claim has been accepted, we’ll arrange for a courier to deliver your replacement. 

We’ll send your replacement direct to your account address. You can request delivery to another address (your home address, for example). However, some high-value devices can only be sent to your account address. 

Next-day delivery is subject to geographical restrictions, Bank Holidays and exceptional circumstances. If you’re abroad when the loss or theft happens, we’ll deliver your replacement when you return to the UK.

Our normal delivery service is DPD, details are below. We may use different delivery methods in exceptional circumstances, and we’ll inform you of this during your claim call if this is the case.

Once we’ve accepted your claim and ordered your replacement, you’ll receive a text message to confirm the date you’ll receive the replacement. We’ll request an alternative mobile number to contact you on.

The link will also give you the option to:

  • Choose a one-hour delivery slot.
  • Change the delivery date.
  • Change the delivery to a DPD Pickup Shop.

On the morning of delivery, DPD will send another text to confirm:

  • Your one-hour scheduled delivery time (like, between 12.24 and 13.24).
  • The name of the DPD driver.
  • A link to the DPD website to track your parcel’s progress.
  • An option to rearrange your delivery, if required.

Full Cover and Damage Cover with AppleCare Services

If you have Full Cover or Damage Cover with AppleCare Services and your replacement has been arranged by Apple Support, they will have provided you with the delivery details for the replacement faulty device. You could have your device replaced the next day via the Apple Express Replacement Service.

For more information:

> Visit Apple Support

If you need further help use Live chat by clicking 'Need Help?' on this page or you can WhatsApp us on 07483 126705:


What happens if I’m not home when DPD try to deliver?

If you’re not in, the courier will post a card through your door to let you know they visited. You can then rearrange your swap on the DPD website.

If the courier can’t deliver your replacement because no one is available, or the damaged or faulty device is not ready to exchange, we may apply a charge to your Service Plan bill.

> Check the latest charges

If you need further help use Live chat by clicking 'Need Help?' on this page or you can WhatsApp us on 07483 126705:


Need more help?

  • EE app

    One little tap for complete control and all the help you need

  • EE Community

    Get all the help and support you need via the EE Community

  • Need help? Contact us

    Contact us and follow the easy steps to resolve your query