Are the accessories from EE?

The accessories website (accessories.ee.co.uk) is separate from ee.co.uk and is operated by Kondor Limited (Kondor Headquarters, Christchurch Business Park, Radar Way, Christchurch, Dorset, BH23 4FL, "we" or "us") on behalf of EE. Purchases on this site are from Kondor Limited, not EE.

Do you have to make a payment online during purchase or can add this to my next bill?

You have to pay for the purchase online. You will receive an order confirmation for the purchase via email and a despatch note will follow. This transaction will not feature in your bill from EE.

Will I receive the accessory along with the new device I've ordered from EE?

The order for an accessory is separate from the contract at EE. The two orders may arrive on separate days or on the same day but at different times.

What cards are accepted on accessories.ee.co.uk?

The site accepts payment by Mastercard, Visa, Delta and Switch/Maestro. Unfortunately American Express, Diner's Club, Corporate or Business Cards are not accepted. Payment is deducted when we process your order.

What communication will I receive once I place the order for the accessory via accessories.co.uk?

Customer will receive an order confirmation email once the order has been placed. This email will include the information about the product/s ordered, customer care information and delivery details.

As part of the page the customer will receive a despatch note. This note will include a confirmation of the order being despatched along with a returns slip and key T&Cs.

Despatch email: this includes a confirmation of the order along with the courier carrier and a tracking number. .Customer will receive an order confirmation email once the order has been placed. This email will include the information about the product/s ordered, customer care information and delivery details.

As part of the page the customer will receive a despatch note. This note will include a confirmation of the order being despatched along with a returns slip and key T&Cs.

Despatch email: this includes a confirmation of the order along with the courier carrier and a tracking number.

Do I pay separately for the delivery?

Free standard UK delivery on all orders (2-5 working days.) Upgraded next day delivery can be selected at an additional charge of £4.95.

Deliveries are to UK only. Customer need to allow extra time for New Year Sale deliveries and deliveries to remote areas and Scottish islands.

Do you know the carrier of the parcel?

Orders below £20 are by Royal Mail untracked post. Any order over £20 is sent recorded delivery using Royal Mail or other couriers. We cannot guarantee the use of any particular courier.

If I order multiple products will they arrive together or separately?

If your order includes more products than fit into one box, the delivery will arrive in separate boxes, possibly on separate days.

Can I track the delivery of the parcel?

If customer's order is being delivered by courier our despatch email to the customer will contain a link to the couriers website and a tracking number, so that the customer can use it to track your order right to your door.

Who do I get in touch if my order hasn't arrived?

If your order is not en route to you, please e-mail our or telephone +44 (0) 1282 858 599.

Who do I get in touch if I want to cancel my order? OR How do I cancel my order?

Customer can cancel their purchase at any time either before or up to 14 days after delivery by:

  • following the "Returns" instructions in the delivery documentation;
  • e-mailing our
  • Phoning us on +44 (0) 1282 858 599 - please have your order reference number and delivery details to hand;
  • Writing to EE Accessories Customer Services Dept, Kondor Headquarters, Christchurch Business Park, Radar Way, Christchurch, Dorset, BH23 4FL.

Is there any pre-defined criteria to qualify for successful return and get a refund?

The product must be complete, including packaging, instructions, accessories and any free items.

  • The product, packaging and any associated items must be returned in an unused "as new" condition.
  • Sealed packaging, including any box or software seals must not be opened.
  • Proof of purchase must be supplied, showing the date of purchase.
  • Please supply a written note, explaining the fault and why the product is being returned.
  • Please note that due to hygiene reasons we can only accept headphones, earphones or Bluetooth headset returns if they are sealed and unopened, unless they are faulty.

Does the customer have pay for the postage to return the product?

Yes, the customer will have to incur the cost of returning the product

What do I do if the accessory is received in a damaged condition?

If your order is damaged please email us at CustomerService.Networks@exertis.co.uk or telephone +44 (0) 1282 858 599 (standard UK landline call charges apply.)

Our offices are open Monday-Friday 08:30 to 17:30 during these days will respond to your query within 24 hours. Please allow up to 72 hours for a response from an email sent from Friday to Sunday.

What do I if the ordered product is incorrect?

If your order is incorrect, please email our or telephone +44 (0) 1282 858 599 (standard UK landline call charges apply.)

Our offices are open Monday-Friday 08:30 to 17:30 during these days will respond to your query within 24 hours. Please allow up to 72 hours for a response from an email sent from Friday to Sunday.

What do I do if the product ordered is faulty?

All OEM products come with a 1 year warranty and may be returned if faulty to Kondor.

Some manufacturers offer extended warranty terms of 2 or more years. Please check the manufacturer's website.
If there is a fault with your product within 12 months of delivery (or other defect with your order), we will normally offer a prompt repair or exchange.

We will always offer you the choice of an exchange or refund if the fault occurs within 14 days of delivery.

What are the operating hours of their contact centre?

The Kondor customer service offices are open Monday-Friday 08:30 to 17:30 during these days will respond to your query within 24 hours.

Juice Tube Power Bank

How do I get a Juice Tube Power Bank?

You can purchase a Juice Tube Power Bank online here, onsite for £20.00 or as part of the EE Festival Essentials Pack for just £25.00.

Can I use the Juice Tube Power Bank with my iPhone or an older phone?

Yes, but for iPhones you'll need a compatible Apple approved Lightning cable to connect to your Juice Tube Power Bank. If your phone isn't a smartphone you might need a separate adaptor too. If you're not sure what to do, just ask at the EE Recharge tent or EE Exchange cabin.

How does the free swap work at Glastonbury?

You can go to the EE Recharge tent or EE Exchange Cabin. Our staff will assess your Juice Tube Power Bank and let you know if we're able to accept it back from you. If your Juice Tube Power Bank is fine, we'll then swap it for a fully charged one that you can take away. You are allowed to swap your Juice Tube Power Bank once per day.

What happens if I damage or lose my Juice Tube Power Bank?

We will have very limited stock of Juice Tube Power Banks on site, so if you damage or lose your Juice Tube Power Bank then you might not be able to buy a replacement on site. Alternatively, you can charge your phone in the EE Recharge Tent.

What if I have a 2015 EE Power Bar?

Last year's official EE Power Bar was recalled in December 2015 as a precaution due to very small number of incidents which saw the Power Bars overheat. These EE branded Power Bars will not be accepted on site as part of the 2016 swapping service and anyone who brings last year's Power Bar with them will be advised to hand it over as part of our UK-wide recall.