Question 1

How long does it take to get my product?

Accepted Answer

Freesat uses DHL parcel service for deliveries, upon dispatch your box should be with you within the 2-3 working days.

When your order is dispatched, you will receive an email with a DHL tracking number. You can use this to track and trace your parcel.

Alternatively you can contact our Customer Support Team who will be able to assist with your enquiry.

Question 2

I ordered by mistake. Can I cancel my order?

Accepted Answer

You may be able to cancel your order, so long as it has not been shipped and you have received a dispatch email. Please call our Customer Support Team who will be best placed to assist.

In the event that your order has already been processed, you are advised to wait for delivery before contacting our customer team to arrange a return and refund.

For more information on this process, you can read our returns policy at the footer of this page under Returns and Exchanges.

Question 3

My package hasn’t arrived

Accepted Answer

If it has been more than 3 working days since you received your dispatch notification and your parcel has not yet arrived, you can check its delivery status using the DHL track and trace service and the tracking number found in your dispatch email.

If you still need help please contact our Customer Support Team who will be able to assist with your enquiry.

Question 4

Can I change the email address on my order?

Accepted Answer

If you have added the wrong email address to your order you can contact our Customer Support Team who will be able to change this for you.

Question 5

I want to change my order to a different box

Accepted Answer

We are unable to change the product type chosen in orders placed. If you have decided that you would prefer a different 4K TV Box then you will need to cancel or return your order before placing a new order.

For more information on this process you can read our returns policy at the footer of this page under Returns and Exchanges.

Question 6

My order has gone through but I’ve not received confirmation?

Accepted Answer

If your order was successful, a page with an order confirmation number will have appeared on your screen. If you did not see this page then your order may not have been placed.

It may be worth checking your junk email or spam folder in case the confirmation email has been redirected there.

If you still cannot find your order confirmation email, please contact our Customer Support Team and have any order details on hand to quote.

Question 7

The wrong box was delivered to me, what should I do?

Accepted Answer

If you have received a different Set Top Box to the box that you ordered please contact our Customer Support Team with your order details to hand so that they can manage a return and redelivery.

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Can I change the email address on my order?

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