delivery and returns

phones and mobile accessories

When you order your mobile from the Orange online shop, you'll be able to choose a delivery time. The delivery charge will depend on the time and day you choose to receive your phone. We can often get your goods to you the next day, even on a Saturday. Some of the delivery options might not be available if you live somewhere in the UK that's far from a delivery centre. However nowhere is completely out of reach, although we do only deliver to the UK.

If you placed an order more than seven days ago and still haven't received your delivery, please call Customer Services:

pay monthly customers

Call 150 from your Orange phone or 07973 100 150 from another phone

pay as you go customers

Call 450 from your Orange phone or 07973 100 450 from another phone

Once you've got your shiny new phone, you'll need to give customer services a call to register it before you can use it. When you call us, we'll ask you some security questions. You'll need to provide answers to these during the process of buying your phone online. So if the phone is a gift for someone else, be sure to let them know the answers if they're going to register it in their name.

broadband equipment

If you've registered for Home Starter or Home Select, it takes up to 10 working days for your service to become active. If you've registered for Home Max it takes up to 20 working days for your home phone and broadband service to be activated.

During this time, you'll receive your high-speed modem (or Livebox), set-up CD and other equipment to get you up and running.

Once your phone line has been set up for broadband, we'll send you an email prompting you to begin the installation process.

Please note: If you don't already have an internet connection then you won't be able to access this mail. If that's the case for you, just set up your new equipment when you get it. The lights on the modem will tell you if your broadband line's active yet.

If you're still unable to get online after 10 days from when you registered (or 20 days if you're on Home Max) then please contact our customer support team on one of the numbers below for advice.

Broadband Starter and Home Starter

Call 0844 871 0079
Lines open 7am–11pm, seven days a week. Calls cost 4.89p a minute from a BT landline, Orange Home Phone or your second phone line (if you have one). Calls from mobiles and some other networks may cost more. Calls may be recorded for quality assurance purposes.

all other broadband packages

Call 0844 873 8586
Lines open 7am–11pm, seven days a week. Calls cost 4.89p a minute from a BT landline, Orange Home Phone or your second phone line (if you have one). Calls from mobiles and some other networks may cost more. Calls may be recorded for quality assurance purposes.

returning goods

We hope that you don't have to read this bit, but just in case you do decide to return something, here are your options.

phones and mobile accessories

If there's something wrong with your mobile, or you have any general questions about returning goods, then give customer services a ring. We'll be happy to help.

pay monthly customers

Call 150 from your Orange phone or 07973 100 150 from another phone

pay as you go customers

Call 450 from your Orange phone or 07973 100 450 from another phone

If you've bought a phone that you don't want, you need to contact us within seven days to let us know. You can use any of the following methods:

• Call us on 08000 790103. Opening hours are 9am to 5pm Monday to Friday
• Email us at channel.returns@orange-ftgroup.com
• Send a fax to 0870 376 6226
• Write a letter to us at Orange PCS Ltd, PO Box 10, Patchway, Bristol, BS32 4BQ.

Once you've contacted us, we'll ask you to return your phone, and any accessories or documents that were provided with it, to us within 30 days. The address for returns is:

Orange PCS Ltd
14 DMB, Warehouse 2, Unit 6
Banbury Logistics Centre
Appletree Road Estate
Banbury
OX17 1LL

broadband equipment

If you've registered for one of our broadband products for home use, then you can cancel your contract if you change your mind.

If you want to do this, you have the time it takes for your broadband service to be activated, or seven days (whichever is longer) to let us know. You can either call us on 0844 871 0079, or you can write to us at Orange, PO Box 486, Rotherham, S63 5ZX.

We'll then send you a pre–addressed padded bag for you to return the equipment we sent you. If you don't return it, we reserve the right to charge you for the equipment. Then all you have to do is pop it in the bag and into a post box. However, we'll be really sorry to lose you as a customer.