FAQ

You can find lots of info about getting your Three Accessories here. If you can’t find what you’re looking for, please get in touch.

General

Are the accessories provided by Three?

Three Accessories (three.co.uk/accessories) is run by our friends at Brightstar. If you place an accessories order, the name Brightstar will appear on any bills, statements or invoices.

 

Can I use my Three account details?

As our accessories site is run by our friends at Brightstar, you’ll need to create a new account and login when you place an order on this website – we recommend using a different password to your Three.co.uk account.

 

 

Payment

What payment methods are accepted for Three Accessories?

We accept payment from most credit or debit cards. Plus, Brightstar offer Klarna payments, so you can choose to pay for your order in instalments, or in 30 days - subject to acceptance.

 

Once I’ve placed my order, what happens next?

We’ll send you a confirmation email when we’ve confirmed your order. After that, you’ll get an email when your order is on the way. If your order is over £30, or contains batteries, you’ll get a tracking number with your email.

 

Can I pay for items by adding them to my next Three bill?

Orders for accessories must be purchased separately, unless you’re buying them as part of a bundle with a phone or tablet elsewhere on three.co.uk. We can’t add them to an existing plan unfortunately and they won’t appear on your normal Three bill. They’ll appear as a separate transaction.

 

Can I cancel my order?

Because we dispatch orders very quickly, it’s unlikely we’ll be able to cancel your order once it’s placed. We usually dispatch same day if your order is placed by 4pm on a working day.

You can return your order, however, if you’re not happy with it. You can return any product up to 14 days after you received it. Just email us at ThreeAccessorySupport.UK@brightstar.com. One of our team will be in touch, usually within 2 working days.

Read more about our Returns policy.

 

Can I use my discount code?

You can use a valid discount code on any of our full price accessories. These offer codes can only be redeemed online by entering the code at the checkout.

Codes can be used while stocks last. Discount codes can’t be used in conjunction with any other promotion or offer and can only be used once. Offers are non-transferable and no cash alternative can be offered. Offers can’t be passed on to third parties.

Returned items will be refunded at the discounted price you paid. We reserve the right to end a promotion at any time.

 

 

Delivery

How much does delivery cost?

Delivery is free on all orders. Orders under £30 will be delivered by Royal Mail. Orders over £30, or containing batteries, will be delivered by DPD.

 

How long will it take for my order to arrive?

We dispatch on the same day if your order is placed before 4pm. Orders usually take 2 – 5 workings days to arrive. You may need to allow extra time for deliveries to remote areas and Scottish islands.

 

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

Unless you’ve placed a bundle order, your accessory will be sent separately. So it may not arrive at the same day as any other order you’ve placed with Three.

 

If I order a few things will they arrive together or separately?

If you order several accessories, they’ll usually arrive together. Larger items can’t always be packed together so they might arrive separately.

 

Can I track my delivery?

You can track orders that are over £30, as they’ll be shipped by DPD. We’ll send you the tracking info in the dispatch email we’ll send to you once your order is on its way.

If we have your mobile number, then DPD will also send you a text to let you know what day and time your order will be delivered.

 

What should I do if my order doesn’t arrive?

If there’s a problem with your order, please send us an email to ThreeAccessorySupport.UK@brightstar.com. Make sure you include your order number in the email. One of our team will be in touch, usually within 2 working days.

 

Can I specify a day for delivery?

We’re not currently able to offer delivery on a specific day. However, if your delivery is being fulfilled by DPD, you can ask them to change the date of your delivery by visiting their website www.dpdlocal-online.co.uk

 

Can I change my delivery address after I’ve placed my order?

You can’t change the delivery address after you’ve placed an order unfortunately.

 

 

Returns

Can I return my order if I change my mind?

Yes, if you change your mind, you can return your items to us. As long as it’s within 14 days and you’ve not opened the packaging or used the item.

You can find out more on our Returns page.

 

What do I do if an item in my order is faulty?

We’ll always offer you the opportunity to return your product for a refund if the fault occurs within 30 days of delivery.

After 30 days, the item will be covered under the manufacturer’s warranty and you’ll need to get in touch with them. 

If you visit our Returns page you can find information on how to arrange a replacement or a repair with the manufacturer.

 

What do I need to do to make sure my return is accepted, and I get a refund?

You’ll need to make sure the items are sent back to us complete, including packaging, instructions, accessories, and any free items.

Please include a written note explaining why you decided to return the item. The dispatch note you received also needs to be returned, as that proves the date of purchase.

Due to hygiene reasons, we can only accept headphones, earphones or Bluetooth headset returns if they’re sealed and unopened, unless they’re faulty.

 

What if I’m sent the wrong product?

If there’s a mistake with your order, please email us at ThreeAccessorySupport.UK@brightstar.com. Make sure you include your order number in the email along with details of what’s gone wrong. Make sure you get in touch within 72 hours of receiving your order. We’re able to answer most emails within 2 working days.

 

Do I have to pay for the postage to return an item?

If you’re returning an item because you changed your mind, then you’ll need to pay for postage.

If you’re returning a product because it’s faulty, the postage will be free of charge.

 

When will I receive my refund?

After we’ve received and processed your return, it can take up to 14 working days for the money to be returned to your account.

We’ll send the refund to the card or payment method you used to make the purchase.

 

 

Errors and omissions

Every care is taken to make sure all the information on this website is present and correct. If you find an error or omission, please let us know, and we’ll correct it as soon as possible after verification.

We apologise for any inconvenience that may be caused, but we can’t always offer the exact described product at the specified price, if errors and / or omissions are present.

We advise checking both specification and pricing before quoting, ordering or using the website.