Help

Our teams are on hand Monday to Friday 9-5pm to assist, or you can review our help section below.
Email us:
enquire-btshop@bt.com

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I need help with

How can I add an address to my account? +

To add and/or remove an address in your account, go to ‘my account’ select "Manage Address Book". In here, you’ll be able to add/remove an address from your account.

Related articles:

How do I cancel an order?

How do I amend an address on my order?

How can I add or change a payment method on my account? +

To make changes to your payment methods, simply log into your account, go to ‘my account’ and select "Manage Payment Methods". In there, you'll be able to add, remove or change credit card details.

You can have several cards stored on your account. So you can choose which one to use each time you order from our website. Your card can’t be used without confirmation of the last 3 digits on the back of the card for verification. All details are encrypted and securely saved using our payment gateway.

Related articles:

See which payment methods you can use on BT Shop

Invoice request

Check your order status

How can I sign up for the BT Employee or BT Pensioner Discount Scheme? +

BT Employee Discount Scheme

If you’re a BT, EE or Plusnet employee with an EIN number, then you’re eligible to join the Employee Discount Scheme on BT Shop.

To sign up, please follow these steps:

1. Go to ‘my account’

2. Select ‘Discount schemes’

3. Select scheme : ‘BT, EE and Plusnet Employees Scheme’

4. Enter your employee number (EIN number)

5. Enter your Forename(s)

6. Enter your Surname

7. Click 'submit'

Please allow 24 hours for the discount scheme to successfully apply to the account. Once you’re logged into your Employee Discount account, add an item to the basket and, if the item has a saving, the discount will show. Discounts may vary based on the individual item.

For any queries please feel free to contact our Customer Service team on: enquire-btshop@bt.com

BT Pensioner Scheme

If you are a BT Pensioner with a Pensioner Identification Number (PIN), then you’re eligible to join the BT People Discount Scheme.

To sign up, please follow these steps:

1. Go to ‘my account’

2. Select ‘Discount schemes’

3. Select scheme : ‘BT Pensioners Scheme’

4. Enter your PIN

5. Enter your date of birth (YYYYMMDD)

6. Enter your Surname

7. Click 'submit'

Once you’re logged into your BT Pensioner account, add an item to the basket and, if the item has a saving, the discount will show. Discounts may vary based on the individual item.

For any queries please feel free to contact our Customer Service team on: enquire-btshop@bt.com

How can I sign up for the BT e-Shareholder Discount Scheme? +

BT e-Shareholder Discount Scheme

If you’re a BT e-Shareholder with a BT Shareholder account number, then you’re eligible to join the BT e-Shareholder Discount Scheme.

To sign up, please follow these steps:

1. Go to ‘my account’

2. Select ‘Discount schemes’

3. Select scheme: ‘BT E-Shareholders Scheme’

4. Enter your Shareholder account number

5. Enter your Forename(s)

6. Enter your Surname

7. Click 'submit'

Please allow 24 hours for the discount scheme to successfully apply to your account. Once you’re logged into your E-Shareholder account, add an item to your basket and, if the item has a saving, the discount will show automatically. Please note discounts may vary based on the individual item.

For any queries please feel free to contact our Customer Service team on: enquire-btshop@bt.com

How do I log into my account? +

At the top of the website click “Sign in”. You’ll then be asked to enter your email address and password.

If you’re a BT customer, your BT ID and login details won’t work on BT Shop. You’ll have to create a new account. We don’t share the same systems as BT. It’s easy to create a BT Shop account.

Related articles:

Reset your BT Shop password

How do I amend my contact details?

How do I find a copy of my invoice/receipt? +

Go to 'My account' then click 'View Orders and Returns’. Find the order you’d like the invoice/ receipt for, and click ‘View order’. Scroll to the bottom of the page and select `Request E-Receipt’. This will then trigger an invoice to be sent. If you don’t receive the invoice, please check your junk/spam folders.

If you still have issues, contact our Customer Service team so they can send it to you: enquire-btshop@bt.com

Please note, we can’t change any of the information found on the invoice/ receipt.

Related articles:

How can I change information on an invoice?

How do I remove myself from your mailing lists? +

There are some communication methods you don’t have the option to opt-out of, like updates on your order and dispatch confirmations. These aren’t marketing communications and they’re sent to you to let you know the status of the order journey.

To opt-out of marketing emails:

1. Go to ‘My account’

2. Select ‘Communication preferences’

3. Select ‘Amend your preferences’

4. Click ‘Submit’

Please note, opting out of marketing emails can take up to 10 days to complete, as we sometimes line communications up in advance.

For any queries please feel free to contact our Customer Service team on: enquire-btshop@bt.com

Other ways to unsubscribe

There’s an ‘Unsubscribe’ line at the bottom of every marketing email we send. If you’d like to unsubscribe from our marketing emails, please follow this link. On completion, you’ll then be told if you’ve successfully been unsubscribed.

To opt back in to marketing to receive our latest technology news and offers, follow the same steps and ‘Amend your preferences’.

How do I change my contact details? +

To change your contact details, simply click ‘my account’ and go to ‘Personal Details’ where you can change your contact details. You’ll be able to amend your name, email address, login details and contact number .

Related articles:

How do I remove myself from your mailing lists?

How can I add or change a payment method on my account?

What do I do if I've forgotten my password? +

To reset your password, follow these easy steps:

  • Click the 'My Account/login' option in the top of our homepage.
  • On the login page, click 'Forgotten password?'
  • Enter your email address.
  • We'll send a password reset to your registered email address.
Important information about phishing email messages and viruses +

The term "phishing" relates to email scams where unsolicited messages are sent by illegitimate senders, usually posing as a recognised brand or organisation.

These emails may attempt to trick you into disclosing personal or financial information. Sometimes the email may contain a virus hidden within an attachment, which if opened, could be harmful to your computer.

If you receive an email from BT that you weren't expecting, or you're suspicious about its contents, then:

  • Don't click on it or open any attachments
  • You can also forward the suspicious email to abuse@bt.com

You can find more useful information and advice at www.bt.com/safety.

How Can I Apply for a BT Employee, Contractor or Pensioner Discount? +

If you are a BT employee, a BT contractor or a member of the extended workforce with an EIN number or you are a BT Pensioner with a Pensioner Identification Number (PIN) you are eligible to join the BT People Discount Scheme. Join today and start saving on over 20,000 products. Please note, if you've joined BT, EE or Plusnet since April 2017 you may be unable to enrol to the scheme online, we are working on that problem to resolve by September 2017. To still benefit from savings simply call 0800 917 0510 and speak to the BT Shop team to confirm the employee price and place an order offline.

Applying to the join the BT People Discount Scheme is easy. Please note that you must have a standard BT Shop account in order to register for your employee discount.

STEP 1: Follow this link to go to the log in area of BT Shop. If you already have a BT Shop account please log into it using your usual BT Shop log in. If you do not currently have a log in please create a new account by clicking the 'home user' button.

STEP 2: Upon registration/log in you will be redirected to the area of your account where we need you to register your BT EIN/PIN and email address. Please note that the system needs you to enter your details exactly as they appear on your official BT record - i.e. Robert Smith, not Bob Smith.

STEP 3: You'll receive an email once your BT People Discount Scheme status has been authenticated (usually well within 24 hours)

STEP 4: As soon as your status is set to 'completed' your specially discounted prices will automatically be displayed whenever you are logged in.

Important Note: Even when you are a member of the BT People Discount Scheme you need to continue to log in to your BT Shop account using your BT Shop login details and NOT your main BT work login details or EIN/PIN.

Special note for BT Employees and Pensioners based outside of the UK: Provided you choose a delivery address for your goods within the UK AND you pay with a credit card where the registered address is also in the UK, then you can enjoy our BT People Discount Scheme.

FREQUENTLY ASKED QUESTIONS

Who is eligible?

If you are a BT employee, a BT contractor or a member of the extended workforce with an EIN number or you are a BT Pensioner with a Pensioner Identification Number (PIN) you are eligible to join the BT People Discount Scheme on the BT Shop.

What will I get?

The BT People Discount Scheme offers you up to 25% discount against the retail recommended price on BT branded products and a variable discount on our third party non-BT products. (Exclusions apply*). Where we are unable to offer a 25% discount*, we will make sure that you benefit from the best available price. We will price match the product to the RRP on the standard BT Shop and dabs.com; that way as a valued member of the BT People community you will always get the best available price. Please note that you will always be given the best discount available, so if a product is on promotion with more than 25% discount your price will automatically be amended to show the lowest possible price.

What do I need to do?

All you need to do is set up an account on the BT Shop and then register as a BT employee as described in the step by step instructions above. If you had a BT People Shop account, a standard BT Shop account or had already registered with the dabs.com employee purchase program prior to July 2nd 2007 you will need to re-register in order to take advantage of these benefits.

How does it work?

As soon as you have signed up to the BT People Discount Scheme and the status has been set to 'completed' you will be eligible for the specially discounted prices. Please note that you will need to ensure that you are logged into your account to view your employee discount price. Please note that the RRP price will not be displayed and the price that you see will be the price that you pay. However your basket will display the amount of money that you have saved as a BT employee. On future visits all you need to do is log into your account and start shopping!

What do I do if I am on the BT Shop but can't see the discounted prices?

If you are on the BT Shop and logged into your BT Shop discount account, the discounted price that you are entitled to will automatically be displayed. Please note that the standard price will not be displayed but you can view your saving in the basket on the right hand side of the site. If you cannot view the discounted prices please make sure that you are registered for the Discount Scheme by checking under "Your Account". If you haven't registered yet for your BT People discount you will need to register using your EIN or PIN number and email address. Please note that if you have applied for the discount scheme but your status is set to 'pending' you will not be shown the discounted prices. These will only be visible once your application is set to 'completed'.

What about if I already have a dabs.com employee purchase account?

As you will be aware, dabs.com is part of the BT Group. The Employee discount scheme run by dabs.com offers exactly the same discount and benefits as the discounts on BT Shop. Your dabs.com employee account will remain open and you may continue to use this account should you prefer.

I already have a standard BT Shop account. Can I upgrade this to an employee or pensioner account?

If the account was set up before July 2nd 2007 then we are afraid that you will need to re-register. However, if you set your account up on or after July 2nd 2007 you can upgrade this to include your BT People discount. Please follow the step by step guide above.

Can I have 2 accounts on the BT Online Shop? One as a normal consumer customer, without a discount and one for the BT People Discount Scheme?

Yes. You can have as many BT Shop accounts as you like as long as you register with different e-mail addresses. However, you can only have one of these accounts registered under the BT People Discount Scheme. However you shouldn't need more than one account as we guarantee that you won't be able to buy anything cheaper on the standard BT Online Shop.

What happens if I accidentally place the order on the standard Shop because I have used the wrong email address/log in, will you refund me the discount?

No. It is your responsibility to purchase using the correct account. Please make sure you are purchasing under your BT People Discount Scheme account before you complete the transaction.

Can I order by Phone?

Sorry no. In order to give the discounts that we do we have had to make this a web only offer.


About next day delivery +

If you place an order on our website and you choose the 'next day delivery' option, we'll aim to ship your order the same day.

We can only ship the item(s) that day if:

  • The item(s) you require are in stock.
  • You place your order before our 6pm weekday cut-off time for next day deliveries.
  • The payment is in place - i.e. your credit card is authorised for the value of the order.
  • Security checks are passed successfully.

Please note: If you place your order late in the evening after our processing cut-off time, or at the weekend, or on a Bank Holiday then your order will be processed the next working day.

Can I change information on an invoice? +

Unfortunately, we're not able to change any of the information printed on the invoice. The information on the invoice is linked to our computer system. For this, and for legal reasons, we’re NOT able to change any of the information on it. You can return items within 14 days as unwanted for a refund and re-order with the right information if necessary.

Can I have items delivered to an alternate address? +

When placing an order online, you have the option to select/enter an alternate delivery address to your billing address.

Once the items have shipped, we can’t change an address.

If you need to change an address after the order has been placed but has not yet shipped, please add the address onto your account and contact our Customer Service team so they can look to change your address for you.

Related articles:

How to amend an address

How to cancel an order

Checking your order status +

Once you've placed an order with us, it’ll go through three stages before completing .You can check what stage (the status) is at by logging into your account and clicking the order.

When you have the order on the screen the status will be listed:

  • Security: this means our finance team are still reviewing your order. If your order doesn’t progress within 24 hours, please contact our Customer Service team. Our security team may contact you for addition data like:
    • A copy of a utility bill
    • A form of ID - passport/driving license
  • Processing: your order will have passed security checks and is awaiting stock allocation. It will remain in processing until the warehouse are ready to dispatch the goods.
  • Dispatch: the order is ready to leave the warehouse. Once the order leaves, we'll send you a dispatch email with tracking details.

If the item is in stock and ready to be dispatched, the above process should complete within 48 hours. If your order is awaiting stock it'll remain in processing until it lands in our warehouse.

Related articles:

How can I track my order during transit

Has my order been shipped? +

Once your order’s been shipped, you’ll receive an email with your tracking information, as well as details of the chosen courier who’ll be delivering it to your chosen address.

You can also see if your order’s been shipped by logging into your BT Shop online account and selecting the ‘Orders and Returns’ tab. If your order’s been shipped, then the tracking information will show in the ‘Orders and Returns’ tab.

Related articles:

Checking your order status

How can I check if my order has been accepted/placed? +

To check any order you've placed with us, login and go to 'my account' and select 'orders and returns'. Here you'll see all orders and their status.

Sometimes an order will be placed on security checks and potentially held for around 24 hours. If this is the case, you'll receive a call or email from our finance team asking for further details.

If you're not sure, please contact our Customer Service team so they can help you.

How do I add a product to an existing order? +

An order can’t be amended online once it’s been placed. If you need to make any changes to an existing order you’ll need to contact our Customer Service team.

If the order has shipped we won’t be able to amend it at all. You’ll need to create a new order.

Related articles:

How do I cancel or amend an order?

Not available to receive delivery +

If no one’s in to take receipt of the delivery, a few different things could happen based on the courier, item size and item value. We allow some items to be posted through if they fit in the letter box.

Some items will require a signature. If you’re not in, they may attempt a neighbour’s property or take the item back to the depot. When an item is taken back to the depot, a calling card should be left providing guidance on the next steps to re-arrange delivery or collect from the local depot.

We’re unable to re-direct a parcel once it’s dispatched.

If the item is returned back as undelivered, we’ll return the item, book it in and a refund will be issued back to your original payment method.

What can I do if the product I ordered has come down in price? +

We are an online retailer selling thousands of items. We provide competitive pricing and also run a lot of promotional offers.

If the price comes down, we won’t be able to offer a refund to match the new price. The price you ordered at was the best price we could offer at the time of ordering.

If your order has not shipped you have the option to cancel your order and place it again at the new price.

What do I do if there is something missing from my delivery? +

If you’ve taken receipt of a delivery and items are missing, please report this to our Customer Service team straight away.

We’ll need images of the outer packaging and full details of what is/isn’t included in the delivery.

Our Customer Service team will carry out a full investigation with the warehouse to understand what’s happened and provide you with a resolution.

In some cases were the evidence comes back as being shipped, we’ll refer you to your card provider to raise a disputed delivery claim.

What does 'awaiting stock' mean? +

This means we don’t have the stock available to ship in our warehouse right now. We have orders placed requesting the stock from our suppliers and manufacturers. We’re doing all we can to secure the stock as fast as we can to fulfil your order.

When our suppliers provide us with the expected date the stock is due to arrive, we’ll show it on our website. These dates are subject to change and are the most accurate dates we’ve been given by our suppliers. If the expected stock due date passes or changes, we’ll update the date shown on our website to reflect the new information.

If no delivery dates are shown, then this means we don’t have a date to give you but we’re working to get one. These types of items are usually in constraint.

We don’t take payment for any item(s) until dispatch. If your circumstances change and you no longer want to wait for the item(s), the order can be cancelled any point before dispatch. Our Customer Service team will be on hand to help with this.

Related articles:

How do I cancel or amend an order?

Checking your order status

What does 'Ordered upon request' mean? +

Once you’ve placed an order with us, we’ll then order the stock (ordered upon request). Once we’ve placed an order with the supplier, they’ll provide an estimated date for the arrival of the stock. In return, this should update your account area with the last estimated date. All dates are subject to change.

When an item shows 'Ordered upon request', this means that we currently don’t physically have the item(s) you’ve ordered available in our warehouse to fulfil your order.

If no delivery dates are shown, then this means we don’t have a date to give you but we’re working to get it. And when we have it we'll update an ETA on your order.

We don’t take payment for any item(s) until dispatch. If your circumstances change and you no longer want to wait for the item(s), the order can be cancelled any point before dispatch. Our Customer Service team will be on hand to help with this.

Related articles:

How do I cancel or amend an order?

Checking your order status

What does 'awaiting stock' mean?

Why has only part of my order arrived? +

If you've ordered more than one item from us we may split the shipment, so you could expect more than one delivery. We ship items from both our own warehouse and our suppliers’ warehouses, so if you order items that come from both locations you’ll get two different deliveries.

Some items ship in their own boxes; like printers, laptops and TVs; and we don’t bundle other items ordered together. So if you ordered a printer and cable, there’s a chance this will also be two separate deliveries.

If you haven't received everything you expected, it's likely that any outstanding item(s) will follow soon after.

As soon as the items ship, you’ll receive an email with tracking details so you can track your order. You can also get this information from your account area under ‘orders and returns’.

If you still think there’s a problem with your delivery, or if what you’ve received doesn’t match with the delivery note, please contact us.

How do I cancel or amend an order? +

I’d like to amend my order

If you need to amend your order, feel free to give our Customer Service team a call on 0800 917 0510 (lines are open Mon – Fri, 9am – 5pm excluding bank holidays). If the order hasn’t progressed too far, we can add items or make changes to your order for you. Please note, we can progress your orders and queries much quicker via telephone rather than via email.

I’d like to change my payment method

If you’d like to make changes to your payment method and you’ve used PayPal, we may ask you to go into your account and change the payment method yourself. Once added we can amend this on the order for you.

I’d like to change my delivery address

If you’d like to make changes to your delivery address, we’ll also ask you to go into your BT Shop account and add the new address so we can add this onto the order for you. We don’t allow address changes on the first order you place with us.

I’d like to cancel my order

An order can only be cancelled prior to processing and/or dispatch. If the item(s) are in stock, then it’s more difficult to cancel your order.
If you’d like to cancel your order, log into your BT Shop account and select ‘Order and Returns’. If your order is still processing, then there’ll be an option for you to cancel it. If there’s no option there for you to cancel your order, then the order has progressed to a stage where you can’t cancel it and it’s on its way to you. You’ll then have to return the item(s) you’d like to cancel back to us, stated in our Distance Selling Regulation (DSR).

Read returns policy
How can I track my parcel during transit? +

Track your order at every stage!

When you order from BT Shop, we want to give you 100% confidence in our ability to get your order to you as quickly as possible. So, when we ship your order, we will send you an email explaining that your order has been dispatched, which courier we have used and your tracking reference number. You can track your order online by contacting the courier directly. Simply click on your chosen courier below to track your order.

How to find your reference number

  • 1. You can find your reference number on your dispatch email that confirms that your goods have now left our warehouse, which courier we have used and when you are likely to receive your goods.
  • 2. You can also visit the 'view orders' section in your account which gives you all the tracking information you need.

We use the UK's most respected couriers

Royal Mail
Royal Mail

Chosen courier for items that fit through most letterboxes.

Parcel Force
Parcel Force

Chosen courier for small to medium-sized items.

UPS
UPS

Chosen courier for small to medium-sized items.

Our supplier courier services

Some of our parcels are dispatched directly from our supplier by their chosen courier. Click on the relevant courier to track your order.

How can I amend the delivery address of an order? +

Read on if you'd like to know...

  • How to change the delivery address of an order already placed.
  • When you can't change the delivery address of an order.
  • If an order can be redirected once it's been despatched.

In brief...

  • If you realise that you won't be available to accept delivery of an order, you can change the delivery address, PROVIDED the order has not been "completed" or shipped. Read below to learn how to do this.
  • If the order has been completed you won't be able to change the delivery address - or redirect it - for security reasons.
  • For new customers, we can only deliver to the registered credit/debit card holder address for the first couple of orders.

Further information...

To change the delivery address of your order [if it's still outstanding], first log onto your account by clicking the "my account/log in" link at the top right of our website. Then click "View Orders and Returns" in the "Orders and Returns" section. From the orders listed which are still outstanding, choose the order you want to change, and select "Change delivery address". You will then see any addresses already on your account, so you can either choose one of those or add a new address.

If you are a new customer or have only ordered a few times, there may not be an option to change the delivery address. This is for security reasons to prevent fraudulent use of your credit card. In this case we can only deliver to your registered credit card address.

If your order status is showing as "completed" then you will not be able to change the delivery address. If nobody will be available to accept delivery, the carrier will leave a card and you will be able to contact them to re arrange or collect from their depot. If you do not make arrangements, the order will be returned to us after 4 days, and you will be credited for the order less the carriage charge.

Unfortunately, once an order has been despatched, it can't be redirected to another address for security reasons.

About same-day despatch +

If you place an order on our website and you choose the 'next day delivery' option, we'll try to ship your order the same day. However this can only happen if:

  • The goods you require are in stock.
  • You place your order before our 6pm weekday cut off time for next day deliveries.
  • The funds are in place - i.e. your credit card gets authorised for the value of the order.
  • Our other security checks are passed successfully.

If your order is in stock and your payment approved, then we'll dispatch your goods the very same day provided of course that you've selected the 'next day delivery' option and pass our security checks.

Please note: If you place your order late in the evening after our processing cut-off time or at the weekend or on a Bank Holiday then your order will be processed the next working day.

Can I have goods delivered to a work address? +

Read on if you'd like to know...

  • If you can have your order delivered to a work address.
  • What arrangements you need to make to organise a delivery to a work address.

In brief...

  • We understand that you may be at work during the day when your order is likely to be delivered.
  • To make things easier, you can choose to have goods delivered to a work address, but please bear in mind that our carrier might not be able to bring goods straight to you, and may have to leave them with your "goods in" department or a receptionist.
  • If this is the case, please be sure to arrange this before you order as we always need someone to sign for goods.

Further information...

To add a delivery address to your account, Click here for help on managing your address book


Can I cancel the arranged collection of faulty items? +

If the item becomes faulty and a return is approved, we’ll issue a returns number to you. In most instances a collection isn’t needed and you’ll be given a pre-paid returns label. We only collect larger items, like TVs.

Can I return software to you? +

You have the right to return software within 14days. We only accept software back if it’s fully sealed, unopened and in the original packaging.

Unfortunately, if it’s been opened then we’re unable to accept it. We have to follow this policy as the return of opened software could lead to a possible breach of the Copyright, Designs and Patent Act (CDPA) 1988.

If you think the disk containing the software is faulty, we suggest you contact the manufacturer/publisher directly. You can get the contact details form the user manual.

Exchanging products +

Due to system restrictions, we can only offer a return for a refund/replacement of an identical item. Once the item arrives back with us, you’ll be notified and a refund/replacement will be issued.

If a new item is required once a refund has been issued, you can place a new order via the website. All returns will need to follow our Returns Policy.

Expiry dates on return numbers +

A RMA (Returns Merchandise Authorisation) is valid for 14 days from the date of issue. This allows enough time to return the item(s). If the item(s) are not returned within the 14 day period, then the return approval is void and could result in the item(s) being sent back to you with no refund/replacement.

I received someone else's order +

If you believe you’ve received someone else’s order, it could be that we made a mistake in the warehouse when shipping the orders.

Please contact our Customer Service team. We’ll look to resolve the matter quickly for you. We’ll require the URN number from the white label on the box. This will look similar to “00006***********” and the sales order number from the dispatch note.

Items are missing from the product +

If something’s missing from your delivery, please get in touch with our Customer Service team or raise a request in your account area.

All missing claims need to be reported within 10 working days. We’ll need the below information so we can review this for you:

  • Description of the item missing
  • Images of the outer packaging

Once we have all the relevant information, we’ll carry out an investigation and we’ll come back to you with a final resolution.

Related articles:

Missing instruction manual from product

Order credited but I didn’t receive my order +

Once an order has been shipped, it can be returned to us for several reason like address errors or it’s been rejected when our couriers have tried to deliver it.

If this happens, the item will come back to our warehouse and it’ll be booked in as ‘unwanted’. An email will be triggered to let you know that a return has been completed and a credit has been issued. We’ll credit your original payment method in full.

If you still want the item(s), you simply need to re-order via our website and make sure all details are correct. We’ll then process a refund to the original payment method.

Can I return the product myself? +

All returns need to be approved before they’re returned. We’ll give you an RMA (returns material authorisation) number. We’ll also send you an email with all the relevant returns details.

Items need to be sent back using a fully tracked method with proof of postage at your own cost.

Related articles:

Returns Policy

Expiry dates on return numbers

What’s the reason for the delay in refunding my credit/debit card? +

All refunds should be issued back to your card within 10 working days. We’ll start processing your return when we receive the item(s) back into our warehouse.

If you’re experiencing any further delays, please get in touch with our Customer Service and they’ll review this for you.

When will I get my faulty item credited or replaced? +

Once you have a returns material authorisation (RMA) number, we advise you to send the item(s) back using a fully tracked proof of delivery service.

Estimated time to complete a return is 10 working days from the date we receive the item(s) back into our warehouse. Once it’s signed for back at our warehouse, we’ll aim to complete your return within 3-5 days. You’ll receive an email letting you know that the return has been processed and you’ll receive a copy of your credit note. The credit note then triggers the refund/replacement.

Related articles:

How do I arrange a return?

Why have I received a credit instead of a replacement item? +

This is how our system works. Any item returned back will generate a credit note. We’ll then either use the credit note to ship a replacement order or the credit note will trigger a refund back to your original payment method.

On your online account, you should be able to see if a replacement order is awaiting dispatch.

If you have any questions please get in touch with our Customer Service team and they can advise you further.

Why have I received another receipt for my replacement? +

That’s the way our system works. When a return is accepted, its receipted back into the warehouse and a credit note is generated. Then the credit note is used to trigger a refund/replacement.

You’ll have a credit note invoice and, if you’ve opted for a replacement, a sales order invoice for the new order. No action needs to be taken here – the documents are just for reference, if needed.

Why is the instruction manual/user guide missing from my product? +

A manufacturer may not include a printed user manual with their product and may just include a printed ‘quick installation guide’. This helps keep costs down, so the savings can be passed on to the customer.

Sometimes the manual is in the form of an electronic document on a CD included in the box. Other times, you can download the manual from the manufacturer's website.

Technical Helplines +

Useful Numbers for Technical Questions

Our customer advisers may not always have the niche technical expertise needed to resolve your issue, so we have provided the correct numbers to call for most eventualities.

Product RangePhone Number (Price per minute where applicable)Opening Hours
BT Aqua

BT Calypso 1100, 120, 225

BT Domus

BT Equinox 1200, 1350

BT Freelance XA100, XA200, XC100, XC200, XC500, XD100, XD110, XD500, XD510, 101, 501, XA2000, XA3000, XA5000, 3100 XD1100, XD1500/1550, XD5100, XD5500, XH2100

BT Freestyle 60, 65, 6, 50, 70, 80, 90, 100, 120, 120plus, 130, 1000, 1000 plus, 1025, 1100, 1100plus, 1200 Freestyle additional handset, 610, 650, 6100, 6300.

BT Elements

BT Edge 2100, 2500

BT Esprit 1200 & 1250

BT Glide

BT Lyric 1100, 2100, 2500

BT Mango

BT Quartet 1000, 1100, 1500, 3100, 3100 Twin, 3500, 3500 Twin, 3000

BT Reveal

BT Studio 100, 500, 1100, 1500, 2300 3100, 3500. Studio & Studio Twin

BT Synergy 500, 600, 700, 3100, 3200, 3105, 3205, 3505, 3500, 3000, 3005, 4100, 4500, 5100, 5500 & 6500

BT Zenith Flip
0800 1456789 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
BT Xeon 1500

BT Inspire 1500

BT Freelance XB2500, XD7500

BT Freestyle X200, 210, 225, 250, 310,350, 335, 710, 750, 2000, 2010, 2100, 2500, 2200, 3200, 3500, 2500, 4100, 4500, 7000 range

BT Diverse 6000, 7000 and 7000 Plus range

BT Paragon 510,550 & 650

BT Verve 410, 450 & 450 Plus

BT Studio 4100, 4500, 5100 & 5500 Studio Plus 4100, 4500, 5100 & 5500
0800 2182182 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
Voyager 2110/1065 (Now part of THD not Devices.) 0808 1007060 Mon - Fri, 9:00 - 20:00
Sat, 9:00 - 18:00
Diverse Repeater (Gigaset) 0808 1007337 Mon - Fri, 9:00 - 17:30
Baby Monitor Helpdesk (All models) 0808 1006554 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
BT Verve 500

Freelance XC1100 & 1500, XT3500

Graphite 1100, 1500, 2100, 2500 & 3500

Granite

Hudson 1100, 1500 & 1500 Plus

Stratus 1500

Edge 1500
0808 1006556 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
Fax Consumables 0808 1006996 Mon - Fri, 9:00 - 17:00
Voyager (Now part of THD not Devices.) 0808 100 7060 Mon - Sun, 8:00 - 23:00
eFrames 0808 1009889 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
In Touch Range (Closed April 2010. Calls now handled as O.O.W. by Cirrus Careline.) 0845 602 2442 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
Fax Products - Staffords 0906 0404152 (£1Min) Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
Telephones - Discom Limited 0800 980 8999 Mon - Fri, 9:00 - 17:00

If you cannot find the option you require, don't hesitate to contact our Customer Helpline and we will gladly try to direct your call.

Goods received which have been damaged in transit +

If your item has been damaged in transit, you can raise a return request from your account area. We’ll need images of the item and the packaging so we can review this for you.

Or you can contact our Customer Service team on: 0800 917 0510 for further advice and guidance.

All damages need to be reported within 10 working days of signing for the delivery .

Returns Policy

How do I arrange a return? +

How to process your return

  • Click ‘Sign in’ at the top of our website. Once you've logged in, select 'View orders and returns' and choose the order that has the items you’d like to return.
  • Click ‘Arrange return’ and give a reason why you’d like to return your order/ item. If your product is faulty, you'll be asked to give more information on why it’s faulty. We need this so we can process your order quickly. You'll be asked to accept our "terms of return" before we can issue an RMA.
  • Once you've completed these steps, you’ll get an RMA number. You'll also get an email confirming the RMA details which gives you information on next steps. It's important that you read this and follow the instructions carefully.
  • Once we've issued an RMA number, it's only valid for 14 days. During this time, we'll send you a reminder by email. If we've not received the item(s) back after 14 days, the RMA number will no longer be valid.

Packaging guidelines

Please make sure you read our Return of Faulty Goods: Packaging Guidelines. The product must be packaged properly, otherwise it may get damaged on its way back to us and we can't be liable for this damage.

What happens next?

Once the RMA has been issued, you'll be able to track the progress of the return by logging into your account and clicking the ‘View orders and returns’ section. You’ll see the status of your order in there.

Related articles:

Return of Faulty Goods: Packaging Guidelines

Returns policy

Returning Goods - Our Returns Policy +

We hope that you're pleased with your purchase from BT Shop, however we do understand that occasionally, you may need to return goods to us. We've set out below the main reasons why goods tend to be returned, so please read all of the categories and follow the returns process which you feel applies to you.

Please note that our Returns Policy for Consumers does not affect your statutory rights. You can get more information about your statutory rights from the Citizens Advice Bureau (www.citizensadvice.org.uk) or Consumer Direct (www.direct.gov.uk). We reserve the right to inspect the goods and verify any fault(s) and/or any damage. 

If You Have Simply Changed Your Mind

If you have ordered goods from us, but then simply decided that you wish to cancel your order, then you are entitled to do so and have any money that you have paid to us refunded, provided that the goods have not been in your possession for more than 14 Days after the day on which you received the goods. Please note that you may not cancel any goods ordered from us where any audio or video recordings or computer software has been unsealed by you.

You will receive a refund via your original payment method as soon as reasonably practicable, but no later than 30 days after the cancellation of your order.

Goods Are Faulty On Arrival

If you find that your goods are faulty on arrival, then you are entitled to a repair, replacement or a refund. Please note that for some goods it may be disproportionately costly to repair those goods, and so where this is the case, then we will give you a replacement or a refund. Where any faulty goods are to be returned to us then please ensure that you read our Return of Faulty Goods: Packaging Guidelines.

Goods Become Faulty During Use

If your goods become faulty after delivery, we will always instruct you to contact the manufacturer directly for a warranty repair or replacement. This is often the quickest way to have a fault resolved. For example in some cases, manufacturers provide a special full on-site service and/or telephone help facilities for your convenience. Alternatively you can contact us directly if the goods do not conform to the contract made between us.

Please note that in some cases it may be disproportionately costly to repair the goods, and so where this is the case, then you will receive replacement goods. Where any faulty goods are to be returned to us, then please ensure that you read our Return of Faulty Goods: Packaging Guidelines.

Goods Damaged On Arrival

If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please also contact us within 14 days with details of the damage. This will help us considerably in raising the matter with our appointed courier. Once the damaged goods have been received back into our warehouse, then we will replace them. In most cases, where goods are being returned to us due to damage on arrival, then a repair is simply not practicable.

Goods Not As Ordered

If you receive goods from us that differ from what you have ordered, then we require that you notify us within 14 days using our Online Returns Tool.

Goods Or Order Duplicated

In the event that that your order or goods have been duplicated by mistake, then please notify us as soon as possible using our Online Returns Tool.

Packaging Goods for Return

In all cases where goods are to be returned to us, then please ensure that you read our Return of Faulty Goods: Packaging Guidelines

Faulty BT Products

If you think you have a faulty BT product the first step is to contact our dedicated product helpdesks via a Freephone number so they can try and fix the problem for you. If they can't fix it they will give you a fault reference number which you can then use to return the product via our online system here. To find out what number to call please visit www.bt.com/help and type your product name into the search box.

Cancelling an Order

To cancel an order please fill in this form

Next Steps: Returning Goods Using Our Online Returns Tool

BT Shop has a special online tool designed to make the process of returning goods as simple as possible. The tool will prompt you for all the information we need to know in order to arrange your return for you. Please click the link below to learn more and/or to start the process: Arranging a return online.

BT Products: Technical Help, User Guides and After Sales Advice +

BT Shop is happy to provide technical advice and assistance on the BT range of products (please see the telephone numbers below to find the product you have a query about), however we regret to advise that this service cannot be extended to products from other manufacturers. If you have a technical query about a non BT branded product, then please contact the relevant manufacturer directly.

Download a User Guide for Your BT Product

We've developed a handy library containing User Guides (sometimes called manuals) for all BT's hardware products. All User Guides are in PDF format and can be downloaded with just a couple of clicks. To search for a User Guide specific to the product in which you're interested, please click here to use our Product Resource Finder, then follow the on-screen instructions. You may also find www.bt.com/producthelp very useful.

Call the BT Helpdesk

If you have a technical question, or you need post-sales advice on any BT branded product, then please feel free to contact the relevant BT Helpdesk for the specific product in which you're interested. Please click here to visit the BT branded product help pages, then use the navigation provided to find the specific product on which you need help where the appropriate helpdesk number will be listed.

BT Tech Experts

BT customers can subscribe to BT Tech Experts, an advanced technical help-desk who can assist with a range of devices. Their specialist knowledge covers assistance with set up, online security and dealing with viruses, installing software and backing up data. The UK based advisors are available 365 days a year from 08:00 to 23:00. For more information visit www.bt.com/techexshop (GMT).

Faulty BT Products

If you think you have a faulty BT product the first step is to contact our dedicated product helpdesks via a Freephone number so they can try and fix the problem for you. If they can't fix it they will give you a fault reference number which you can then use to return the product via our online system here. To find out what number to call please visit www.bt.com/help and type your product name into the search box.

Special Note for Textphone Users

Customers who are Textphone Users (deaf, hard of hearing or speech-impaired customers) should prefix the specific Helpdesk number you need with 18001.

Useful Numbers for Technical Questions

Our customer advisers may not always have the niche technical expertise needed to resolve your issue, so we have provided the correct numbers to call for most eventualities.

Product RangePhone Number (Price per minute where applicable)Opening Hours
Connected Home / Connectivity Products

Broadband & Wi-Fi Extenders
0808 1006116 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
BT Home Cam 100 0808 1000255 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
BT Home Hub 4r 0808 1006116 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
BT Youview, Youview Plus & Zapper 0808 1006116 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
BT Aqua

BT Calypso 1100, 120, 225

BT Domus

BT Edge 2100, 2500

BT Elements & BT Elements 1K

BT Equinox 1200 & 1350

BT Esprit 1200 & 1250

BT Freelance XA100, XA200, XC100, XC200, XC500, XD100, XD110, XD500, XD510, 101, 501, XA2000, XA3000, XA5000, 3100 XD1100, XD1500/1550, XD5100, XD5500 & XH2100

BT Freestyle 60, 65, 6, 50, 70, 80, 90, 100, 120, 120plus, 130, 1000, 1000 plus, 1025, 1100, 1100plus, 1200 Freestyle additional handset, 610, 650, 6100 & 6300

BT Glide

BT Lyric 1100, 2100 & 2500

BT Mango

BT Quartet 1000, 1100, 1500, 3100, 3100 Twin, 3500, 3500 Twin & 3000

BT Reveal

BT Synergy 500, 600, 700, 3100, 3200, 3105, 3205, 3505, 3500, 3000, 3005, 4100, 4500, 5100, 5500 & 6500

BT Zenith Flip

BT2000

BT2500

BT3510

BT3910

BT4000 Big Button

BT4500 Big Button

BT6500 & 6510 Nuisance Call Blockers

BT8500 Advanced Call Blocker
0800 1456789 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
BT Aura 1500

BT Concero 1400 & 1500

BT Diverse 6000, 7000 & 7000 Plus

BT Freelance XB2500, XD7500, XD8500

BT Freestyle X200, 210, 225, 250, 310, 350, 335, 710, 2000, 2010, 2100, 2500, 2200, 3200, 3500, 2500, 4100, 4500 & 7000

BT Inspire 1500

BT Paragon 510, 550 & 650

BT Sonus 1500

BT Studio 4100, 4500, 5100 & 5500

BT Studio Plus 4100, 4500, 5100 & 5500

BT Verve 410, 450 & 450 Plus

BT Xenon 1500

BT1000 & 1500

BT 3520, 3530 & 3920

BT5510

BT7500

BT7600 & BT7610 Nuisance Call Blockers
0800 2182182 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
BT Conference Phone X300 & X500

BT Cordless Headsets H51, H52 & H55
0800 2182182 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
BT Corded Headsets H22, H31, H32, H41 & H42 0808 100 6996 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
BT Voyager 2110 & 1065 0800 1114567 Mon - Fri, 9:00 - 20:00
Sat, 9:00 - 18:00
Voyager (serviced by BT Broadband) 0808 1007060 Mon - Sun, 8:00 - 23:00
BT Diverse Repeater 0808 1007337 Mon - Fri, 9:00 - 17:30
BT DECT Repeater 0800 2182182 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
BT Edge 1500

BT Freelance XC1100, XC1500, XT3500

BT Granite

BT Graphite 1100, 1500, 2100, 2500 & 3500

BT Hudson 1100, 1500 & 1500 Plus

BT Stratus 1500

BT Verve 500
0808 1006556 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
BT Home Smart Phone S & SII 0808 1009889 Mon - Fri, 9:00 - 17:30
Fax Consumables 01943 811211 Mon - Sat, 9:00 - 17:30
BT Baby Monitor & Baby Monitor Plus

BT Baby Monitor 100, 150, 200, 250 & Pacifier

BT Digital Video Baby Monitor & Additional Camera 1000, 7000 & 7500 Lightshow
0808 1006554 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
BT Baby Monitor 300 & 350 0800 1456789 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
BT Smart Audio Baby Monitor 0808 1000255 Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
Please note that all products not listed are deemed out-of-warranty. Customers who require technical help should contact the following companies:

BT In Touch (Closed April 2010. Calls now handled as out-of-warranty by Cirrus Careline)
0845 6022442 Mon - Fri, 9:00 - 17:30
Fax Products - Staffords 0909 0404152 (£1Min) Mon - Fri, 9:00 - 17:30
Sat, 9:00 - 14:00
Telephone systems - Discom Limited 0800 980 8999 Mon - Fri, 9:00 - 17:00

If you cannot find the option you require, please don't hesitate to contact our Customer Helpline and we will gladly try to direct your call.

Return the product yourself +

It really is that simple, just follow the instructions after selecting the option and return the item back to us via your own courier.

Please remember your RMA is only valid for 14 days so please return the item back to us as soon as possible.

When packaging your item, please make sure you include all original packaging, the item(s) are suitability packed for transits and the returns address and RMA are clearly labelled.

If you have any issue please contact a member of our Customer Service team on enquire-btshop@bt.com

Why can't you always offer a refund or replacement when processing a return? +

Read on if you'd like to know...

  • Why you can't always chose to have a refund or a replacement product when arranging a return using our on line returns system.

In brief...

  • In the unlikely event that a product develops a fault, you can use our on line returns system to process the request for a return.
  • Whilst using the returns system, you might get one of the following messages:
    "Refund not available for this product" or "Replacement not available for this product"
  • If you get one of these messages it's because our system has determined that it's not possible for the reasons below.

Further information...

Messages you might get:

"Refund not available for this product":

If we aren't able to offer a refund for the specific product you've chosen to return, it's because our returns system recognises that the maximum period during which you are entitled to a refund has expired. For more details, please read our Returns Policy.

"Replacement not available for this product":

If we aren't able to offer a replacement for the specific product you've chosen to return, it's because the item you originally purchased is no longer available and has been discontinued by the manufacturer. In this case we suggest you request a refund, and then place a fresh order for a similar replacement product.

Return of Faulty Goods: Packaging Guidelines +

When returning an item back to us, it's important that they’re packaged correctly so they don’t get damaged in transit. We advise returning items in the original packaging, assuming you have it and it’s still intact.

Where it's not possible to use the original packaging, please make sure the item is sufficiently packaged to avoid any damage in transit.

You’re responsible for the return of the item(s) until they’ve landed with us and been checked in in our warehouse.


Do you offer extended warranties? +

All items we offer as ‘brand new’ come with a standard 1 year manufacturer’s warranty. Some items come with a longer warranty. If this is the case, we’ll show this in the product specification area on the product details page on our website.*

Any extended warranties will be listed on the website. In some cases, if they’re set up as a bundle with certain items, they may pop up as a recommended bundle when you’ve added an item to your basket. If you can't find an extended warranty for your chosen item(s), then we’re unable to offer any extended warranty.

*B-Grade/used products have a 6 month warranty period.

Can I get the data back from something I've returned to you? +

The simple answer is no. When an item is returned, all data is cleared from the device. Understandably, we do state in our Returns Policy that all customers need to backup and remove data from a device for Data Protection reasons.

Related articles:

How do I arrange a return?

How can I check if a product is in stock? +

Items shown on our website can either ship from our main warehouse, or our suppliers’ warehouses. So stock messaging can become a little bit complicated. We’ll try and explain this as simply as we can.

In stock: this means the item is in stock and readily available to dispatch.

In stock and offering an express delivery method: this means the item will ship directly from our main warehouse; therefore we can offer express delivery methods like next day delivery or a Saturday delivery.

In stock, offering 1-3 day delivery method: this means the item is in stock but will be dispatched from our suppliers’ warehouse. So we can’t offer an express delivery method. You’ll get all the same communications emailed to you and, as a customer, you shouldn’t notice any difference.

On order: this means we don’t have physical stock of the item in either warehouse. Our suppliers are expecting stock in the up-coming weeks and we have taken backorders to secure the stock. Once the stock arrives, the order will dispatch and you’ll receive the tracking details.

Ordered upon request: this means we don’t have stock in either of our warehouses. We only place an order for an item once a customer places an order with us, as we don’t usually see a high order rate on these types of items.

Not in stock: we don’t have stock in either of our warehouses. You can still place an order and we will order the stock in for you, but this can take a little longer.

Any order placed on our website can be cancelled before it’s been dispatched. No payment will be taken until it’s been dispatched. All stock dates provided are subject to change based on the information provided by suppliers and manufacturers.

*Please note that any expected delivery date is when stock is due into our warehouse. Once we've acknowledged receipt of the item(s), we'll then need to process your order as if you'd ordered an ‘in stock’ item (see above).

I’ve ordered something that’s now discontinued, what should I do? +

You may place an order and the item becomes ‘end of life’ or discontinued. If this happens, your order will need to be cancelled or replaced with a different item.

Our customer service team will contact you via email on a regular basis to keep you updated on what’s going on with the order. Payment will not have been taken from your original payment method in this instance, as the item(s) won’t have been dispatched.

Related articles:

How do I cancel or amend an order?

What do I do if I’ve received ‘non UK’ stock? +

Our suppliers may accidentally send us ‘non UK’ stock, which may include a manual in a foreign language or a different configuration for the keyboard. If this happens, please contact our customer service team who can resolve this for you: email us at enquire-btshop@bt.com.

Unfortunately, we're not able to send you the UK version in advance – even if you just need a keyboard or a UK manual, as we don’t hold stock of these items.

Related articles:

How to arrange a return

What does OEM mean? +

OEM stands for ‘original equipment manufacturer’. We don’t sell many of these items, but they can sometimes be found on the website. A simple explanation of OEM is a plain boxed item. These are usually a little cheaper and are not labelled by the manufacturer.

If you need any guidance, please email our Customer Service team enquire-btshop@bt.com

What is a bundle deal? +

A bundle deal is created when we offer discount on selected items bought together. These are bundles that our Product team have suggested. The bundled items usually work together, so you can reap more benefits from them. For example, a smart thermostat may be bundled with a compatible smart home speaker.

Bundles can be added to your basket in a number of ways. We list bundle deals across our website – in ‘sale’ stores, as well as product details pages. Look for the “Bundle deals” tab before the product specification.

When you add certain item(s) to your basket, you may see pop-up-style message suggesting to add a bundle to your basket. It will show the discount that’s on offer. If you’d like to buy the bundle, you need to select it so it places both items into the basket for the discount to apply.

On your order invoice, our system will spread the discount over both lines. So don’t worry if the full amount of the item(s) looks to be charged on your invoice.

What is Pixel tolerance? +

Pixel stands for "Picture Element". The picture on an LCD or plasma display is made up of thousands of pixels which can't usually be seen individually by the naked eye. Each pixel is made up of three sub pixels (red, green and blue). Working together, these pixels make up the image you can see on a display.

As the number of pixels on a screen is so huge, it's possible that there may be some failure at manufacturer level. When ordering an LCD or Plasma display, or a device which has a display built in – such as a laptop, you should be aware of the possibility of pixel failure.

If you experience any issues with pixel tolerance, we’ll refer you to the manufacturer in the first instance. Once a fault document has been acquired, the item can be returned under warranty.

Related articles:

Returns Policy

Why can’t I find what I’m looking for on your website? +

There’s many ways to search for an item on our website. You can simply type it into the search bar at the top of the website.

If you know exactly what you’re looking for, the easiest way to search for it is by Brand and/or Category.

If you’re looking for a product but can’t find it, we may not sell it on our website. Or, if it’s new, we may not have added it to the website yet.

Our Customer Service team are able to advise you, so please contact them via email at enquire-btshop@bt.com

Why did I see the message “Sorry, this product/bundle cannot be added to your basket"? +

This message will be displayed when you’re trying to buy a bundle as well as one of the components of the bundle at the same time.

If you do try to do this, you'll see a message: "Sorry, this bundle cannot be added to your basket" or "Sorry, this product cannot be added to your basket" – depending on what's already in your basket.

Example

Imagine there's a bundle which is made up of a digital camera and a memory card, and you’ve already added the memory card to your basket as a single item (including multiples of that single item). As you add the bundle to your basket, the message will appear explaining that you can't add it.

In this example, if you want to order 2 memory cards, you need to place two separate orders. We appreciate this may cause some frustration, but it’s done to prevent duplicate items being added and causing return issues.

Related articles:

What’s a bundle?

Why do some of your products not have a picture or full specification? +

As you can imagine, we have a lot of products on our website. We have around 10,000 products. And we use an automated system to complete the majority of the product images and specifications.

This system specialises in providing online retailers, such as BT Shop, with the very latest product and technical information. This is the most feasible and most advanced way of making sure the vast amount of information we show to our customers is as accurate as possible.

However, as with every system, there’ll be a very small number of instances where the information shown is either slightly incorrect, out of date, or not available. We do have a team of people regularly checking the BT Shop website to make sure these minor errors are dealt with when spotted.

If you spot something we haven’t, then please send us an email so we can fix it as soon as possible: enquire-btshop@bt.com.

Why is there no cable included with my printer? +

All of the items we sell come sealed from the manufacturer. It’s standard practice that almost all of our printer manufacturers don't include a cable that connects from the printer to your computer.

You'll need to buy a cable as a separate item when you place your order. With something like a cable and printer, we’d usually offer a special ‘bundle’ for these two essential items when bought together. You'll see this on the product details page of the printer on our website.

What is “clearance stock”? +

Products listed as 'clearance' are deemed 'end of life' by the manufacturer. Any stock we have remaining will not be replenished. Check out our clearance deals here.

About “used stock” and used stock warranty +

‘Used stock’ has been discounted because there’s a minor problem, like a missing manual/ software, the packaging is slightly damaged and/or the product may have been repaired under warranty and is ready for resale, but not as new.

All used stock has a 180-day warranty and is in good working order. Each individual used stock item has a reference number and a short description of the condition of the product, including why it’s classed as ‘used stock’. For example "warranty repair" or "packaging damaged". ‘Used stock’ comes at a first come, first served basis.


Can I pay with a Non-UK credit card? +

Unfortunately not. We only take payment from a card that is registered to an address in the UK.

Related articles:

Payment methods accepted

Email address error on registration +

If you receive an error message saying "the email address has already been registered", then our system has recognised that the email address you’re trying to use already exists on our database.

Maybe you’ve registered before, but you’ve either forgotten or didn’t realise your registration was successful at the time.

To overcome this error, you’ll need to click the ‘sign in’ button at the top of the page. Under ‘existing customer’ select ‘forgotten password’. This’ll then send you a password so you can gain access to the account.

We can’t give out any password or login details, but our Customer Service team do have the right to disable the account so you can re-register a new one. Reset your password here.

Gift vouchers +

Although we do create voucher codes for certain limited-time promotions, we don't currently operate a gift voucher scheme here at BT Shop. But we're always investigating new ideas and this is on our road map for the future.

How do I contact you? +

All our methods of contact are listed on the website under the Help section. Contact methods we use are email, phone, social and live chat. If the method of contact is online/offline, it’ll show on the above link as closed, busy or online.

Our contact centre works Monday to Friday 9am - 5pm (excluding bank holidays).

What is a quicklinx code? +

At BT Shop, we sell thousands of items. To help us manage stock and inventory, we create each item with a unique item code. We call this a ‘quicklinx’ code.

To find a product, simply type the unique quicklinx code into the search box on our website and hit the button with a magnifying glass icon. You can also search from a product using the item name or keywords relevant to the product.

Why am I asked for a card name? +

When you enter your credit/debit card details for the first time on your account, you'll be asked for a ‘card name’ as well as the other card details.

The ‘card name’ is simply a name to help you to identify the card you’re using, and might be something simple like "Visa" or "Switch".

Related articles:

How to add or change a payment method on your account

Which courier companies do you use? +

At BT Shop, we use a range our different couriers. Our internal courier system selects which courier we use based on the item size, weight and area for delivery.

Here’s a list of the main couriers we use:

  • Royal Mail
  • Parcel Force
  • UK Mail / DHL
  • TNT
  • DPD

We have some couriers that are used for specialised deliveries like TVs, heavy items and certain locations. These couriers can only be tracked internally so we don’t list them above.

Why am I asked for an order reference when placing an order? +

When you place an order with us, you have the option to give the order a unique ‘reference’.

This won’t impact the order in any way, but might be something to help you identify an order in future like “Ink for printer” or “new mobile”.

Why have you tried to debit my card with £0.01? +

We don’t take payment until your order has been dispatched. As a security measure, dependent on your card provider, we may ask for an authorisation of 1p from your credit/debit card. The funds will never be taken and is purely an authorisation to check the card is valid.

Once this is done and the order is placed, you’ll get an order conformation email confirming your order has been placed. You can also check orders placed in your online account area.

Why is the price in your advertising different to your website? +

BT Shop is an online retailer and the majority of our business is carried out online, therefore the website is the most up to date source of pricing and is updated several times a day.

Some of the promotional offers we send are locked down to a specific URL or customer group. You might receive a leaflet or marketing email from us offering a lower price but can’t see this online. You need to make sure you’re following the link we’ve featured in our marketing and you should then see the right price.

We do our best to make sure there’s consistency with our printed advertising and website messaging, but due to the unpredictable nature of the IT and computer industry, prices do fluctuate. If you follow the URL we’ve featured in our print collateral and you visit the site before the stated 'offer ends' period, you’ll see that prices are the same or cheaper than those advertised.

Your shopping basket explained +

You may have noticed that a 'mini-version' of your shopping basket appears near the top of our website. We hope you find it useful to keep an eye on your basket contents wherever you are on our website.

When you click the ‘Buy' button on the product you'd like to purchase, you'll notice that this item is added to your basket along with the price of the item. Once you’ve selected all the items you want to order, click the ‘Checkout’ button which is found at the bottom of the list of item(s) in your basket. Simply follow the on-screen instructions to place your order.

Please note that if you click the 'Buy' button more than once, you’ll increase the quantity of the relevant product in the shopping basket with each click. Please double check at the checkout stage that the amount of products added to your basket is correct.

Shop All +

Unsure on where to find what you're looking for? Perhaps you know what it is but don't know where to look? Here at BT Shop we've compiled every single one of our products from A to Z to help you find the item quickly and easily. Our product range includes everything from access points to Smart TVs and wearable technology and you're sure to find it here.

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Which delivery companies do you use? +

Read on if you'd like to know...

  • Which delivery companies we use (sometimes called 'carriers' our 'couriers').
  • Why a particular delivery company is chosen to deliver your specific BT Shop order.

In brief...

  • We work with a number of carefully chosen delivery companies, all with great reputations for efficiency and service.
  • Depending on the delivery service you chose when you placed your order (e.g. standard, next day or evening delivery), combined with the size, weight and delivery address of the goods in your order, our system will automatically select the delivery company best suited to delivering your order at any given point in time.
  • Our main delivery partners are Royal Mail and Parcelforce.
  • The email you'll receive when your order is dispatched will tell you which carrier will be delivering it.

Further information...

Most of our deliveries are made by the Royal Mail and Parcelforce, but we may use other carriers - usually where goods are particularly heavy or bulky and require specialist handling, such as wide screen TVs and large format printers. Occasionally we'll send orders directly from the manufacturer.

All of our deliveries are doorstep/curb side deliveries only. Our drivers will not bring the items into properties. If you order and live in flats/apartment blocks we will only deliver too the ground floor or entrance.

As our system is constantly working to select the best delivery company for your order and takes many factors into consideration, we're afraid that it's not possible to state a preference for any given delivery company.

If you want to track your order, click here to read our article on order tracking.

Which payment methods do you accept? +

We accept the following payment methods

PayPal
PayPal
American Express
American Express
Mastercard
Mastercard
Visa
Visa
 Diners Club International
Diners Club International
JCB
JCB

At what point do you take payment? +

Once an order has been placed, stock will be ordered or allocated to your order. If the items you ordered are not in stock we don’t take payment. Sometimes it might hold a pre-authorisation on the funds.

We take full payment once the items are dispatched and on the way to you.

On some occasions, we instruct our suppliers to ship an item directly to you and this would be the only occasion we take the funds from your card or payment provider before having the items in stock.

On rare occasions, the system can take payment in error. If this has happened, please let us know and our Customer Service team will resolve the matter for you.

Can you advise me on the right product to buy? +

BT Shop is an online retailer. All items we sell and our stock availability is listed online. All of our items have a specification page to support on a self-service experience. The prices and offers listed online are the best we can offer, we continuously compare prices to be competitive in the marketplace.

Our website uses the latest technology to display product information including technical specifications, video content, customer reviews and a comprehensive product comparison tool which lets you compare technical specifications side by side.

We're unable to offer pre-sales advice on product compatibility. If you have a specific question, we recommend you contact the manufacturer for further advice and guidance.

Do I always need to pay VAT at BT Shop? +

All the items we supply at BT Shop are subject to VAT (in line with current legislation).

If you live in the Channel Islands you will not be charged VAT, read this article for more information.

Claiming "VAT back" when you leave the UK: if you wish to do this, you'll need to obtain the relevant forms from HM Revenue & Customs. We do not supply the forms.

Do you export goods/ deliver to addresses outside of the UK? +

We don’t offer goods outside the UK mainland. We don’t ship outside the UK and we also don’t offer goods to BFPO (British Forces Posted Overseas) addresses.

We don’t ship to the Republic of Ireland/Eire, but we do ship to Northern Ireland and the Channel Islands.

If you're taking goods out of the UK/EU and wish to re-claim the VAT, you should contact your local Revenue & Customs office for information. Unfortunately we’re unable to supply forms directly.

Possible fraudulent transaction +

If you believe your card/payment method has been used for a transaction you haven’t made, please contact your card provider and raise a dispute.

We won’t be able to share any information regarding the transaction or account details unless you are the registered account holder.

If you’re able share the below information with our finance team, this will help us review the transaction and help to avoid this happening again to someone else.

  • Transaction value
  • Date the transaction was made
  • The company name on your statement
  • Details about what has happened

Details can be sent to: weborders@bt.com

Orders to BFPO addresses +

BT Shop is unable to deliver to BFPO (British Forces Posted Overseas) addresses.

Related articles:

Do you export goods/ deliver to addresses outside of the UK?

Packaging Guidelines +

When returning an item back to us, it's important that they’re packaged correctly so they don’t get damaged in transit. We advise returning items in the original packaging, assuming you have it and it’s still intact.

Where it's not possible to use the original packaging, please make sure the item is sufficiently packaged to avoid any damage in transit.

You’re responsible for the return of the item(s) until they’ve landed with us and been checked in in our warehouse.

What is the unscheduled delivery service? +

Unscheduled delivery means it’s not possible for your order to be delivered on a specific date, or within a specific 3-working-day range. In instances like this, we'll despatch your order as soon as we can, although we can’t guarantee delivery on a specific date.

Unscheduled delivery is often selected for you because we can't process your order straight away. For example, when the item on your order is out of stock.

Related articles:

Our delivery charges explained

Which delivery companies do you use?

About same-day despatch

Why do you ask for a landline telephone number when I create my account? +

When you create your account on our website, we request that a landline telephone number is supplied in all cases. We do this for security reasons and if we need to contact you regarding your order. We're sorry if you’re unable to provide a landline telephone number, but unfortunately it’s required by BT Shop in order to accept your order. Otherwise we’re unable to create an account for you.

Why won't you erase my details? +

When placing an order with us, we’ll ask for the below details:

  • Full name
  • Address Details (billing/delivery)
  • Payment Details
  • Contact number
  • Email address

Once the order items have been fulfilled, you can login to your BT Shop account and remove certain data from the account, like payment details. Any payment details you wish to keep on your account are encrypted and securely stored on our payment gateway.

Some information will be stored on our system for legal reasons, so not all of your data can be erased.

An account can’t be deleted or erased but we can disable an account for you. Please contact our Customer Service team for support on doing this.

Related articles:

Security Policy

Terms of Use +

Acceptance of Terms of Use

The following Terms of Use (Conditions) apply to anyone accessing and using the BT Shop website (Site), or any part of it. BT may modify these Conditions from time to time and accordingly you are advised to keep up to date with the changes by regularly reviewing the Terms. By using the Site you agree to be bound by these Terms. You should note that individual products and services available through the Site may have additional terms and conditions that apply to them, which may themselves vary these Terms.

Consent and Choice

If you choose not to register or not provide personal information, you may still visit the BT Shop website but you will not be able to access the restricted areas available to registered users. By completing the registration process, you accept the Terms and Conditions described and consent to our using your information accordingly.

Access

It is your responsibility to ensure that you have an appropriate web browser or any other technical requirements in place in order to access and make use of the Site. We have provided an administration service (My account) where you can review your personal information at any time to ensure it is correct and current. You will be able to update, correct, change or delete inaccurate details. You may also change your choice of opting in or out of marketing and promotional activities, although you may continue to receive mailings for a short period while your change is being processed. You have the right to ask for a copy of your personal information. Please see the "How can I find out what information BT holds about me?" section of our Privacy Policy for details.

Click here for our Privacy Policy.

Click here for our Security Policy.

The content of the Site is protected by copyright, trademark and other intellectual property rights as applicable and is provided solely for your own use. Republication or redistribution of any of the content available on the Site including by framing or similar means is prohibited.

Liability

BT will be liable if you are injured or die as a result of our negligence. We do not limit that liability by these Terms.. We have no liability (whether in negligence or otherwise) for any loss not reasonably foreseeable by us nor any loss of opportunity, goodwill, reputation, business, revenue, profit, or savings you expected to make, wasted expenditure or data being lost or corrupted. BT excludes all liability of any kind (including negligence) in respect of any third party information or other material made available on, or which can be accessed using, the Site. This does not in any way affect your statutory rights.

Law

These Conditions are governed by and will be interpreted in accordance with English Law and any disputes relating to these Conditions will be subject to the exclusive jurisdiction of the English courts.

Minors

The BT Shop website is not intended for children and we ask that no-one under the age of 12 submits personal information to us or uses the site without supervision of a parent or guardian.

VAT registration number

BT's VAT registration number is GB 245 7193 48.

BT Shop and the WEEE Regulations +
What is WEEE?

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge.

The BT Shop is a member of a Distributor Take Back Scheme, this means that we help to fund collection facilities and treatment of electrical and electronic waste across the UK – so that you can be sure that any WEEE that you take for recycling, is treated in the best way to protect human health and the environment. When you have finished with an electrical or electronic product, please do not put in your domestic waste bin, as it will not be recycled, use one of the following;

  • Recycle: Take the WEEE to your local collection facility - normally this is your local recycling centre. To find your nearest site, just go to http://www.recycle-more.co.uk
  • Return to BT: Follow the instructions here to return your equipment to us, we will then make sure that it is recycled properly.

UK Battery Directive

Information for consumer customers in the UK

What is the Batteries Directive?
  • This directive sets out clear guidelines for the collection, treatment and recycling of waste industrial, automotive and portable batteries.
  • All batteries are required to be labelled with the appropriate battery label.
  • Batteries Regulations are enacted to make sure that products are recycled using the best available treatment, recovery and recycling techniques to protect human health and the environment..
How do I know if my product is covered?

If the wheelie bin symbol is marked on any of your products, it means that it is covered by the Batteries Regulations.

How do I recycle my old batteries?
  • Portable Batteries (e.g. Alkaline AAA) can be return to BT Shop in person at BT National Distribution Ctr, Darlington Road, Northallerton, DL6 2PJ.
  • Portable Batteries can also be recycled at a local council site - please contact them directly for further information.

BT Shop's WEEE Producer Registration Number: WEE/AH0065TW

BT’s Batteries Producer Registration Number: BPRN00390

British Telecommunications plc. Registered office: 1 Braham Street, London E1 8EE. Registered in England No. 1800000.

Customer complaints +

We’re here to help you

We’re sorry to hear something about our service is making you unhappy. When things go wrong we want to know so we can put things right as quickly as possible. If you do have a customer complaint, please get in touch with our Customer Service team in the first instance in order to resolve the issue efficiently.

If your complaint relates to services from BT, then please visit bt.com. Any call back or email request we receive relating to services from BT will be deleted with no response.

Complaint handling and dispute resolution process

Please contact us using one of the below options. If you call us, we'll try to sort out your complaint while you're on the phone. If this isn't possible, the advisor will agree a course of action with you.

Email: resolutions-btshop@bt.com

PayPal Credit

If your complaint relates to PayPal credit please click the link below:

More info
Email Offers - Terms and Conditions +

Prices are inclusive of VAT but exclude delivery charges. For full delivery details, please see www.bt.com/shop/delivery. Contact BT Shop at enquire-btshop@bt.com, or write to Customer Services, BT Shop, Accrington Contact Centre, 1 Globe Way, The Globe Centre, Accrington, BB5 0FQ.

Coronavirus +

Information for our customers regarding Coronavirus (Covid-19) at BT Shop

Contact us +

We're BT's online retailer for tech and electricals. Our team is on-hand to help BT Shop customers who've bought an item from our online store, or have a pre-sales query relating to items on our website.

If your query relates to services from BT, then please visit bt.com. Any call back or email request we receive relating to services from BT will be deleted with no response.

Need to speak to our Customer Service team?

We've included some ways you can get in touch:

Email: enquire-btshop@bt.com.

Or request a callback: request a callback.

Help guides

You can also take a look our help section where you'll find a range of help articles and FAQs.

Need to take it further?

If you've already contacted our Customer Service team and need to escalate the problem, please follow our complaints process.

Terms and Conditions +

Consumer Terms and Conditions

Please read these terms and conditions carefully before placing your order and retain a copy of these terms and conditions and your order for future reference

1. Definitions

In these terms and conditions:

1. We, us and our refer to British Telecommunications plc. Registered office: 1 Braham Street, London E1 8EE. Registered in England No. 1800000.

2. you and your refer to the purchaser of any goods from us

3. contract means the contract between you and us for the sale by us to you of goods

4. goods means any goods or services you order from us

5. order means an order placed by you with us for the purchase of goods by clicking "place order" on the checkout page

6. consumer means any natural person who, when placing an order with us, is acting for purposes which are outside his or her trade, business or profession

7. checkout page means the page on our website entitled "checkout" which gives details of the goods, delivery address and options, payment method and a "place order" icon

8. website means our website at www.shop.bt.com

2. Business Sales

If you order goods other than as a consumer (eg because you are a business) then:

  • these terms and conditions do not apply

3. Terms of the contract

If you place an order for goods as a consumer, these terms and conditions apply to your order and to the contract between you and us. The goods provided to you under this contract must be mainly used for personal non-business purposes.

4. Changing the price, terms and conditions

We may sometimes need to change the price, or other terms and conditions of this contract. We may change the price, or other charges (including introducing a new charge or price) or the terms and conditions for any of the following reasons:

a. We introduce new products, or services which we wish to make a charge for;

b. We wish to change the way we structure our goods and the price we charge for those;

c. The cost to us of providing your goods increases (for example, the businesses we buy services or products from increase their prices so that it costs us more to buy them);

d. We add to, or change the way we provide goods to you;

e. The cost to us of running our business increases;

f. We reorganise the way in which we structure, or run our business which results in additional costs to us;

g. To reflect changes or developments in technology (for example new ways to pay for goods may be introduced);

h. As a consequence of any change in the law, regulation or regulatory guidance applicable to us (for example, if there is a VAT increase);

i. To make the terms and conditions clearer or easier to understand;

j. To change the terms and conditions in a way that does not cause you any material disadvantage.

k. To make modifications to any digital content, which, after modification, shall continue to be fit for purpose, of satisfactory quality and as described.

Any changes will apply to any orders that you place after the time that we update the terms and conditions on our website. The changes will not apply to any order that you place before we make the changes on our website. We have taken care to ensure that our website (including the help pages) and these terms and conditions do not contradict each other. However if there are any inconsistencies or contradictions then these terms and conditions shall apply instead of any contradictory or inconsistent part of our website.

5. When the contract is created

No contract exists between you and us until we notify you that we have accepted your order and delivered the goods.

We are not obliged to accept your order.

We may cancel your order if we cannot supply the goods for any reason.

6. Description and price of the goods

We make every effort to ensure that prices and descriptions of goods shown on our website are accurate at the time you place your order. The price of the goods will be as shown on the checkout page of our website when you placed your order. We will charge you this amount. You must also pay a delivery charge for the goods as indicated on our website at the checkout page. In the unlikely event that the price shown on the checkout page is wrong, we are not required to sell the goods to you at the price shown. We always try and ensure that the prices of goods shown on our website are accurate, but occasionally genuine errors may occur. If we discover an error in the price of the goods that you have ordered we will let you know as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If you cancel your order and you have already paid for the goods, then you will receive a full refund. We may occasionally have to increase the price of goods, even after your order has been accepted by us. If we have to do this, then you may cancel your order. We will contact you and give you the option of amending your order or cancelling it.

7. Delivery

We will deliver the goods that you order to the delivery address you give when you place your order. Once we accept your order, we will endeavour to deliver the goods within the delivery period that applies to the option you have chosen. If we do not come to the delivery address within the applicable delivery period and you have given us the correct full delivery address then you may apply for a refund of the delivery charge.

If there is no one available to accept the delivery when our courier arrives, they will either attempt the delivery to a neighbour or the courier will keep the goods for up to two days and you can arrange for a new delivery date. After two days we may treat the order as cancelled by you. In this case we will refund the price of the goods, but we shall be entitled to keep the amount you paid for delivery.

If you give us an incorrect or incomplete delivery address and as a result we try but are not able to make the delivery, we may treat the order as cancelled by you. In this case we will refund the price of the goods, but we shall be entitled to keep the amount you paid for delivery. If some of the goods you ordered are not available we may deliver part of your order. We will deliver the rest of the order as soon as possible afterwards.

8. Your rights of cancellation

You have a general right to change your mind and cancel the contract by notifying us within the first 14 days. If we provide you with goods you will have 14 days from the day after you receive the equipment. If we supply you with services or digital content you will have 14 days to change your mind from the day after the day we accept your order.

You may not cancel your contract with us where any audio and/or video recordings, computer software or other digital content has been unsealed by you. If you cancel after we start to provide a service or digital content you must pay the charge for the reasonable charges for any time that the digital content was available to you. You will not have the right to change your mind once you have started to download digital content or if a service has been completed. If you cancel the contract, you must:

a. take reasonable care of the goods from the time you receive them until you return them to us.

b. return the goods to us at your own expense.

c. return the goods as required, we may charge you our direct costs of recovering the goods.

Where you have ordered services, you expressly consent to the services being supplied within the cancellation period of 14 calendar days, from the date your contract started.

We strongly recommend that you do this by using our on-line returns tool found on our website.

9. Returning faulty goods

In these terms and conditions, faulty goods means any goods we supply to you that do not conform to the contract. Faulty goods does not include any goods that are faulty due to fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than in accordance with their intended use, failure to follow the manufacturer's or our instructions, or any alteration or repair carried out without the prior approval of us or the manufacturer. You should notify us as soon as possible if you discover that any goods are faulty goods. Our website gives details of how to notify us of any faulty goods and how to arrange for the problem to be resolved. We strongly recommend that you use our on-line returns tool (see our website for details). If you return goods because you think they are faulty goods, we may charge you the cost of all transport and our actual costs and expenses in the event that the goods are not in fact faulty goods.

We will supply equipment that is fit for purpose, of satisfactory quality and (where applicable) as described. If you reasonably consider that we have failed to do this and you tell us you may be entitled to certain legal rights. During the expected life of the equipment these legal rights will include:

a. The right to a refund if the equipment is faulty and you tell us within the first 30 days;

b. The right to a repair or replacement (or full refund if a repair or replacement is not possible) if the equipment is faulty and you tell us within the first six months;

c. After the first six months You may be entitled to a repair or replacement of faulty equipment or, if a repair or replacement is not possible or doesn't work, a partial refund, subject to the how long the goods are reasonably expected to last.

If you exercise these legal rights you must return the faulty equipment to us. We will provide you with the required packaging to do this and we will pay the costs of postage. Where we agree to replace faulty equipment, we may replace such equipment before you return it to us, but you must still return the item. We may test any item reported as faulty by you, and if it is found to be working, we may choose to either return or replace it (if we have not already replaced the item) and charge you our reasonable costs for testing and postage of the item.

10. Returning goods – general

When you return goods to us for any reason (for example because you have cancelled the contract because you think they are faulty ):

  • you must ensure that they are properly and securely packaged and labelled with our address;
  • you are always responsible for any damage in transit that is due to incorrect or inadequate packaging by you; and
  • you are responsible for any damage or loss in transit where you arrange the transport (rather than using our courier)

11. Force majeure

We shall not be liable and do not accept responsibility for any failure to perform, or delay in performing, any of our obligations under the contract if and to the extent that the failure or delay is caused by circumstances beyond our reasonable control.

12. Limitation of liability

We shall not be liable to you for any loss or damage:

  • where there is no breach of a legal duty owed to you by us or by our employees or agents;
  • where such loss or damage is not reasonably foreseeable to us when we accept your order; or
  • to the extent that any increase in loss or damage results from breach by you of any term of the contract.
  • to the extent that any increase in loss or damage results from breach by you of any term of the contract
  • Our maximum liability to you under the contract shall be twice the value of the goods that you ordered.
  • Nothing in these terms and conditions excludes or limits our liability for death or personal injury caused by our negligence or fraudulent misrepresentation or for any other liability that we are not permitted by law to exclude or (as the case may be) limit.
  • Unfortunately, we cannot guarantee that the goods we provide will never be faulty.

These terms and conditions do not affect your statutory rights relating to goods which are faulty or incorrectly described.

13. Dispute Resolution

From time to time you may need to contact us to sort out a problem that you're having with us. Our Customer Complaints Code sets out how you can contact us and the process for dealing with any complaint or dispute you may have. You can see a copy of the code online at www.bt.com/complaintscode. Alternatively, you can ask us to send a copy of the code to you. We will try our best to work through any complaint or dispute that you may have with us. However, if we cannot do this, you may be able to refer the matter to a dispute resolution service (including an online dispute resolution service) and get an independent view. Details of how and when to refer a dispute, are set out in our Customer Complaints Code.

14. Images

Images of goods on our website are for illustrative purposes only and may differ slightly from the actual goods.

15. Law

These terms and conditions and the contract are subject to English law.

Online Dispute Resolution

From time to time you may need to contact us to sort out a problem that you're having with us. We will try our best to work through any complaint or dispute that you may have with us. However, if we cannot do this, you may be able to refer the matter to a dispute resolution service (including an online dispute resolution service) and get an independent view. Click here to visit the ODR website.

Our delivery charges explained +

When you're at the checkout, our system will automatically calculate the delivery charge that is applicable to your order.

In calculating the delivery charge, our system references the size and weight of the items you have chosen, as well as the delivery address and delivery service you choose. For an exact price on carriage therefore, please make sure you visit the checkout section.

The delivery option I want isn't showing - why is this?

Not all of the delivery services in our range are available for every order. For example, we may not always be able to offer a Next Day 9am service to "outlying areas" such as the Highlands and Islands of Scotland.

Similarly, on your first order, you may not be given the option for a Next Day delivery service as we need to perform more actions on your order before dispatch which may delay the process a little.

Please note that Next Day delivery is only available for orders placed before 6.00pm. Orders placed after 6.00pm will be shipped the next working day after placement.

Please click here for a full breakdown of delivery options and charges.


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