Delivery
Find out when your order will arrive, how to track it, and what to do if there’s a delay.
How much is delivery?
It’s free on all orders.
Which courier do you use?
We use APC.
How will I be notified when my order is shipped?
You’ll be contacted once your order has been collected, confirming the date of delivery and tracking details. A text or email will be sent to you on your delivery date, providing you with a one-hour time slot for delivery, which could be between 7:30am – 7:30pm.
How do I track my delivery?
Mobile phone and tablet customers can track your delivery with APC online.
What address can you deliver to?
Typically, your registered or trading address, or to a specific location where an installation is being carried out if applicable. In some cases we’ll deliver to home addresses if certain requirements are met.
Do you deliver to businesses outside the UK?
Not currently.
ID Documents
Learn what identification is needed to complete your order and how to provide it quickly and securely.
What ID documentation do I need to provide?
Limited Companies, Governments or Charities must provide 2 of the following forms of business proofs to support the network credit check, making sure they contain your name or your business name and, where applicable, address and statement date.
- Companies House Certificate of Incorporation or name change certificate.
- Building Society or Bank Statement – dated in the last three months with 5 visible transactions.
- Company Utility Bill – dated in the last three months; must not be British Gas or Sky Broadband.
- VAT Certificate.
- Current Lease/Rental document for the business premises if applicable – must display the start and/or end date of the agreement.
- The latest Business Council Tax Bill for the business premises if applicable.
- Latest HMRC Inland Revenue Statement – no more than 12 months old.
Please note – we only accept PDF copies of business proofs. We cannot accept business proofs formatted as JPG files, or proofs sent within the body of an email.
How do I provide my ID documentation?
Please email PDF copies of your business proofs to mobilesales@yappl.com, with your order reference number (found with your order acknowledgement email).
What proof of identity do I send if I’m a Sole Trader/Small Business?
- Valid, in date UK Driving Licence in correct current address.
- Valid, in date UK Passport.
- Bank Statement dated within the last 90 days, showing at least 5 transactions – must show the correct full name and address.
- A Utility Bill (Gas, Electric, Landline Phone) dated within the last 90 days – must show the correct full name and address.
Please note – we only accept PDF copies of business proofs. We cannot accept business proofs formatted as JPG files, or proofs sent within the body of an email.
Network Plans
Get hands-on, expert support on your mobile, broadband or telephony plan.
I’d like to ask a question about my network plan.
For any questions relating to broadband or telephony plans, please contact us at support@yappl.com. For any questions relating to mobile network plans, please contact us at cs@yappl.com.
Returns
Need to send something back? Here’s everything you need to know about our returns process and eligibility.
My mobile phone is faulty, what do I do?
We may be able to replace it or get it repaired under warranty. Please contact us on 01773 522300 to discuss your options.
How do I cancel my contract?
You have up to 14 days after receiving your phone to cancel your EE Small Business agreement. Unfortunately, we can’t accept Plan.com cancellations. Please contact us on 01773 522300 to discuss your cancellation.
How do I return my mobile?
You have 28 days to return it, so long as:
- The phone is in a pristine condition;
- The original box and all accessories are returned undamaged;
- Any additional gift or promotional products are returned undamaged;
- You have removed any locks or passwords, and the phone is reset to factory settings.
To arrange the return of your phone, please call us on 01773 522300.
Our full Terms & Conditions can be found here.