BT Mobile delivery and payment

What to expect when you place your order

Once you have ordered your  SIM or handset you’ll get a confirmation email from us. This will confirm what you have ordered, the order number, delivery address and when it should arrive.


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If you’ve ordered a SIM from us, it should arrive within three working days. If you order after 3pm on a Friday it could be within four working days. Your SIM will be sent via Royal Mail, so you don’t need to be in to receive it.

Find out about our delivery and returns >

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Our handsets are sent via DPD. You’ll be able to track your order using the DPD app or via a link sent via SMS to your phone.

If you place your order before 4pm Monday-Friday or 11am on Saturday it should arrive the next working day. This may increase to two working days for some areas like the Highlands, Islands or Cornwall. Alternatively, when you placed your order you had the option to choose a delivery date up to seven working days in advance.  

Order Changes 

If you need to change your delivery address – perhaps you’ve moved house - get in touch with us as soon as possible.

You may find you have chosen the wrong SIM plan - don't worry you can change it by logging into My BT. Look for ‘Your products’ and under Mobile click 'Manage'. 

To change a handset order, wait until it arrives and then get in touch with us to make amendments.

With most of our services we offer a 30 day money back guarantee if you cancel after 14 days.


Need to change your delivery address?

Get in touch by calling 0800 800 150


Your first payment date will be eight days after you place your order if you pay by direct debit and don’t have paper bills.

If you pay by direct debit and receive paper bills, the first payment date will be 11 days after you place your order.

If you are joining us from another mobile phone provider and still have time remaining on your contract with them, you may end up making double payments.

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