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 or if you prefer, you can choose to have your phone delivered to selected Orange stores in the UK and Northern Ireland.

When you checkout, select the collect in store option and choose your nearest participating store using our store locator.

Your order will be available for collection at your chosen store within two working days of your order being placed. You then have 7 days to call in and collect. If you're unable to collect it within that time, please call us on 0800 079 0103. If you don't collect your phone or call us within that time, we'll refund any payment made and your Orange account will be closed.

Take a copy of your confirmation email and the debit/credit card you used to pay, when you go to collect. You'll also need to bring along one of the following forms of identification:

• UK full or provisional driving licence (with paper counter part)
• utility bill such as your water, gas or electricty statement, a BT/cable landline telephone bill, a council tax invoice or Sky statement
• credit card statement
• bank or building society statement

The Orange collect in store service is available with a small charge for all new pay monthly orders and is free for all new pay as you go phones. Currently, the collect in store service is not available with mobile broadband products, pay monthly upgrade phones, phones bought using Phone Fund or phones from our business shop but we're working on changing that.

If you prefer to have your phone delivered to home, there may be a charge depending 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 the number below for advice.

Call 0844 873 8586
Lines open 7am?11pm, seven days a week. Calls cost 5p 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.

Returns

Upgrades

To return upgrade equipment please contact customer services on 07973 100 150.

New Connections

In the unfortunate event that you would like to return your new purchase from Orange.co.uk or the Orange Telesales team please contact us within 14 days to arrange.

If you didn't make your purchase online or with our Telesales team please refer back to your point of purchase who'll follow their own returns policy.

If your new purchase is faulty and you would like a replacement please contact customer services on 07973 100 150 (contract) or 07973 100 450 (pay as you go).

In order for us to process a return as quickly as possible for you, you must be the account holder and be able to confirm the imei, sim and mobile numbers from the equipment you wish to return. Also for security purposes we will ask you to provide your date of birth. Please ensure you have these details ready and that you are not using the equipment.

You can provide this information in one of the following ways:

• Emailing us at channel.returns@everythingeverywhere.com
• Calling us on 0800 079 0103. Monday to Friday 9am to 5pm
• Send us a fax to 0870 376 6226
• Or
• Write to us at Orange PCS Ltd, Channel Returns, Ground Floor, Senhouse Road, Darlington, DL1 4YG

If we process the return for you the account will be terminated immediately and an amended bill will be produced for you. You will be charged for any usage and the line rental on your price plan during the time you have had the equipment.

We will then send you a pre-addressed special delivery bag for you to return all of the equipment back in. This must be returned within 30 days from contacting us as we reserve the right to charge you for any equipment not returned or returned outside of this time scale. Please retain your proof of posting.

If you need a refund, once the equipment has been returned and scanned back into our Warehouse this will be processed automatically in the same form as your original payment. If you do have any further queries regarding a refund please contact our customer services team on 07973 100 150

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 873 8586, 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.