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I would really appreciate any help regarding this issue, on the 31/12/2019 my phone died and I needed to buy a new phone as I am travelling on 03/01/2020. I went to O2 store in Marienplatz and ordered the Iphone 11 without any sim card with the 24 months installment options. 

I thought that it would be possible to pickup the phone on the spot at the store but unfortunately this wasn’t possible except for current O2 customers so I was stuck with the home delivery option. I still made a contract and was hoping to receive the phone by 02/01/2020 before travelling on the 3rd.

The phone isn’t shipped yet and should be shipped out on the 02/01/2020 so it would be almost impossible to receive it on the same day. Is there any option to cancel the shipment and pick up the phone locally at the store? If not, would it be possible to cancel my purchase and ask one of my friends who is an O2 customer to buy the phone directly in the store for me?

Thanks a lot.

Hi @AmrZahran,

welcome to the o2 community!

I think the question of how to proceed is determined by when you will return to Germany:

The thing is that your phone has been shipped by now and the delivery has bent sent to the nearest post office since you (understandably) weren’t home. So if you’re not able to pick it up within the next 7 working days and things go smoothly, the phone will be returned to us automatically.

Still, it would be necessary to cancel your order in the o2 logistics center within the next 10 days for the hardware contract to be definitely cancelled.

Hope this helps,
best regards,
Jan.

Hi @AmrZahran,

welcome to the o2 community!

I think the question of how to proceed is determined by when you will return to Germany:

The thing is that your phone has been shipped by now and the delivery has bent sent to the nearest post office since you (understandably) weren’t home. So if you’re not able to pick it up within the next 7 working days and things go smoothly, the phone will be returned to us automatically.

Still, it would be necessary to cancel your order in the o2 logistics center within the next 10 days for the hardware contract to be definitely cancelled.

Hope this helps,
best regards,
Jan.

Thanks a lot Jan for your reply. Before leaving Germany, I called O2 customer support and they told me that the left a note on the system stating that the contract shall be cancelled once the package is returned back to them for not being delivered. 

I cancelled the order as well on the O2 logistics center but now it shows me that I should use the provided shipping label to ship back the phone. As I never received the phone and it would get automatically returned by DHL, should I just ignore the return instructions on the logistics center? 

Would you please confirm what the O2 agent said on the phone regarding leaving a note on the system? Order: SDS36044982


Thanks a lot.

Hi @AmrZahran,

thank you for cancelling the order at the logistics center. The shipping label is provided in case you already received the smartphone you wanted to return. In your case, however, the phone hasn’t even reached you yet, so it will stay at the post office for a week (because nobody claimed it) and then sent back to us.

In other words: It is okay for you to ignore the instructions regarding sending back the phone, along with the note in the system it all should be enough for your order to be cancelled definitely.

Best regards,
Jan.

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