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

When can I collect?

Please wait to receive yourready to collect’ confirmation before going to your chosen store. You’ll get confirmation by email, and also by text message, if you’ve given us a valid mobile contact number.This notification will also confirm the store address and opening hours.

You must collect your order within seven days of its arrival in store.

Please allow 30 minutes for us to process your order and help set up your new phone, and rememberto bring valid ID such as a debit or credit card in your name that’s registered to your account address.

Who can collect?

If you’ve ordered a Pay as you go phone, or you’re a new Pay monthly customer, the order can only be collected by the account holder due to security reasons.

If you’re an existing customer, you can send someone else to collect your order but they must be over 18 and have been added to your account before they arrive in store — you’ll need to contact us in advance to arrange this. They must bring photographic proof of identity (such as their passport or photo driving license) and proof of their address dated within the last three months (such as a bank statement or utility bill).

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