Need some help?

When and how do I collect my order from a store?

When can I collect my order?

You can collect it once you’ve received your ‘ready to collect’ confirmation.

Important information:

  • Your confirmation will contain the store address and opening hours
  • Please collect your order within seven days
  • Please allow 30 minutes for an in-store visit so we can set up your new phone
  • Bring a valid ID that’s registered to your account address

Who can collect my order?

For security reasons, only the account owner or a person over the age of 18 who has already had administrator access added to the account prior to the order can collect an order from the store. Please get in touch in advance to arrange this.

When collecting an order from a store, photographic proof of identity (such as passport or photo driving license) and proof of address, dated within the last three months, must be provided.

Third parties can’t collect Pay as you go orders. These can only be collected in store by the person who placed the order.

Please note: ‘Click and Collect from store’ isn’t available for Home Broadband routers.


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