I haven’t received an Order Confirmation from Three Mobile

“I ordered a phone and still have not received an email confirming my order. I am wondering if it is normal to have not received an email within a few hours of placing an order, or if I should have received one by now.”

This is a common question from Three customers who expect a Three order confirmation email shortly after making an order.

Don't worry, it is normal (probably)

We often receive messages along these lines, and the answer seems to be that it depends on what you ordered and when you ordered it.

Email confirmations are sent once all the appropriate stock, security and credit checks have been carried out. You definitely should receive an email confirmation, but it may not be sent instantly.

So I just need to wait?

Well you definitely need to be patient, but if you aren’t sure then the best thing is to contact Three to ask about your order.

All contact methods are listed here:  http://www.three.co.uk/support/contact-us

Three occasionally change the best way to contact them, but we recommend the Online chat for general questions and calling for order specific queries.


When should my delivery arrive?

Mobile Phone Contracts are shipped by DPD with next working day delivery if you order before 4pm.

SIM Card orders (PAYM and PAYG) are delivered by Royal Mail within 3-5 days. The package fits in your letter box and you don’t need to sign for it.

What else can I do?

Install the My3 app

Available from the Android and Apple App stores, the official 3 app gives you information about your contract. It may start working before you receive your delivery or confirmation email, giving you more information about your order and another way to contact 3 customer support.

Check your junk email

You have probably already thought of this, but if you haven’t check your “spam” or “junk” inbox in case your email provider has blocked the email. In Gmail it may be in the “Promotional” inbox.

If the email is indeed in the junk box make sure you click “not junk” or similar so future emails from Three aren’t affected the same way.

What do 3 say?

We did a little test by asking Three online support about a fictional order made 4 days previously. They seemed to confirm that a lot of people ask about email confirmations, and that it doesn’t necessarily mean your order is delayed.

Us. Hi. I haven’t received a confirmation email for a SIM order made on Friday. Is that normal? (Sorry, I don’t have the order ID to hand)

Three. Hi, Thanks for chatting with us. Yes it happens a lot.
You will receive it within 3-4 working days

Us. After the SIM has been shipped?

Three. Yes. So rest assured you should receive your delivery okay.

Store 3