We use information provided by your card issuer to ensure the details you have provided when placing your order on-line are correct. According to these checks, it appears that you have given us incorrect details when placing your order.

We have sent you an email to request further information and clarification of these details. Please reply to this email as soon as possible to enable us to process your order efficiently.

Occasionally, customers accidentally enter an incorrect email address when setting up their BT Shop account and as such, have not received this email from us. If you have not received this email, this could be the reason. On these occasions, we ask that you email the following details to webaccounts@shop.bt.com who will action your query as soon as possible.

  • Your sales order number
  • The address to which your credit card is registered.
  • A land line telephone number at which you can be contacted.
  • Full confirmation of delivery address including company name if relevant.
  • Your relationship to this delivery address if different from answer 2 (above). An example would be when you have requested delivery to your workplace.

If no reply is received to our email within 7 days, we will automatically cancel your order on the assumption that you no longer wish this order to be processed.

We are sorry if this inconveniences any of our customers, but the above process forms part of our security process which benefit both BT Shop and our customers.

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