Ordering and deliveries

Procedures, appointments, cancellation and more

On this page, you’ll find information about the order- and delivery process, payments and all other subjects related to your online order. Here you can check the status of your order or make/change your delivery appointment.

Ordering

How do I order online?

You can place an order at www.t-mobile.nl.  If you are a customer already and you’d like to change your current rateplan or add bundles to your rateplan, please go to My T-Mobile. If you’d like to place a business order: this is possible at www.t-mobile.nl/zakelijke.

When you place an order, please note the following:

  • It is important that the personal information you submit corresponds exactly to the identity document that you use for your online order.
  • Please fill out your current mobile phone number; we’ll contact you about the status of your order. And if there is a delay; we’ll inform you via SMS. If you really don’t have a mobile phone number, another phone number will do as well.
I am under 18. Is it possible to place an order?

Subscription: in order to buy a T-Mobile subscription, you should be at least 18 years old. Are you under 18, but do your parents/care takers agree with you having a subscription? Then they should place the order with their own name and information. Also the bank account number should belong to the parents/care takers.

Prepaid: in order to buy a T-Mobile prepaid product, you should be at least 16 years old. If you are between 12 and 16 years old, it is possible to place a prepaid order at www.t-mobile.nl, but in order to receive the order via our courier, a parent or care taker should be present at the delivery appointment.

Which identity documents can I use for my order?

Prepaid orders: any valid identity document belonging to you personally will do. It is also possible to have someone else receive your order. Therefore this person ought to show their own valid identity document as well as yours.

New T-Mobile rateplan + handset: for this type of order one of the following identification types is required:

  • Dutch European Identity card
  • Dutch Driver’s licence
  • Dutch passport
  • Foreign passport with IND sticker ‘’Verklaring inschrijving unie’’
  • Foreign passport with IND sticker ‘’Verblijfsaantekening’’
  • Residence permit types 1-4
  • Residence card type EU/EER
  • Privileged document

Do you only have a foreign passport, without (the correct) IND sticker? Then it is only possible to order prepaid products and sim only rateplans. Would you like to apply for an IND sticker? Both EU citizens and non EU citizens, who want to stay in The Netherlands for a period longer then 3 months, are obliged to get an IND sticker. Via the phone number 0900-1234561 you can make an appointment for this. The IND sticker is free.

Existing customer: Are you already a T-Mobile customer and do you want to renew your subscription or add a second rateplan? This is possible with every valid identity document that belongs to you. It is also possible to have someone else receive your order. Therefore this person ought to show their own valid identity document as well as yours.

Note: The information you fill out in the online check out should exactly match your identity document and bank account information; otherwise our courier is not able to delivery your order.  

How do I know whether my order has been recieved?

Prepaid: after placing your order, you’ll receive a confirmation e-mail within a few minutes. In this e-mail you can arrange the online payment of your order and also request number porting if desired. We also provide you with information about our delivery process.

Subscription: after placing your order, you’ll first receive an e-mail confirming we have received your order. In the meantime your information will be validated. You’ll receive the e-mail confirming your order within a few minutes. In this e-mail you can arrange the online payment of your order and also request number porting if desired. We also provide you information about our delivery process.

How can I keep my current mobile phone number?

New customer: in the second e-mail you receive after placing your order, we provide a link which you can use to request number porting. If you forget about this, you may also request number porting later on; after you’ve received your order. This can be done on this page  

Current customer: your current phone number will be kept automatically when you renew or change your T-Mobile subscription.

How can I arrange my payment?

Subscription: if you have to pay initial costs, for instance costs for your phone, tablet or additional accessories: it is possible to pay online with Ideal or credit card (Mastercard, VISA of American Express). A payment link is provided in the confirmation e-mail. Via this link you can also opt for ‘cash on delivery’. Upon delivery it is possible to pay with debit card or cash. Please note: As safety precaution our couriers don’t carry any change, please make sure to have the exact amount of money. 

Prepaid: for prepaid products it is only possible to pay online. You can use Ideal or credit card (Mastercard, VISA or American Express). A link is provided in the confirmation e-mail which you can use to arrange the online payment. After we’ve received your order, you have 7 days to pay for it; after that, the order will be automatically cancelled. Cash on delivery is not possible for prepaid products. It is always possible to order multiple prepaid products.

What does the risk investigation mean to me?

After the request of every new subscription, T-Mobile always performs a standard risk investigation. Based on the outcome, the request is either accepted or rejected. If it has been accepted, you will receive an confirmation e-mail a few minutes after you’ve received the first e-mail. Another possible outcome is that you cannot get a subscription with a phone, but you can buy a sim only subscription. You will be informed about the exact outcome via e-mail. 

We can imagine that you’d like to know the exact reason of a rejection. It is possible your order has been rejected because you have a unpaid bill or that you've tried to place 2 different orders within a short period of time. If this is the case, it will be possible to place your order after the issue has been resolved.

What happens if a handset is not in stock?

When an item is not in stock, the expected delay will always be communicated on the website. So before placing your order, you can see if it’s in stock. Of course you may also place an order when an item is not in stock. You'll receive an e-mail to make the delivery appointment as soon as your item is in stock again. If the delay exceeds what we have communicated on the website, you will be notified via SMS. Fortunately this doesn't happen often. You can track your order status through: mijnorderstatus.nl.

How can I make a delivery appointment?

You’ll receive an e-mail from our courier AMP Logistics via which you can make a delivery appointment online. You can also use mijnorderstatus.nl. The e-mail will be sent by T-mobile@amp-logistics.com. If you didn’t receive an e-mail; please check your spam folder.

While making a delivery appointment, you can choose between our basic delivery service and our premium delivery service:

 
Basic delivery service (€ 0,-)
Delivery moments
: Monday - Friday between 8.00-18.00 PM. Pick a day that is convenient for you.
Timeslot: Timeslot of 2.5 hours in which your order will be delivered. The courier picks a time slot of 2.5 hours on the day of your choice. At 8.00 PM on the delivery day, you’ll receive an SMS message in which the timeslot of 2.5 hours will be communicated.
Courier: AMP Logistics
Appointment: Make your appointment before 20.00 PM and your order will be delivered the next working day (if you wish).
Delivery: In The Netherlands (also the Waddeneilanden).

Premium delivery service (€9,95)
Delivery moments:
On weekdays between 18.00-22.00 PM and on Saturdays between 8.30-18.00 PM. Pick a moment that is convenient for you.
Timeslot: Timeslot of 2.5 hours in which your order will be delivered. You can pick a time slot of 2.5 hours in which your order will be delivered and won’t receive an extra message about that.
Courier: AMP Logistics
Appointment: Make your appointment before 20.00 PM and your order will be delivered the next working day (if you wish).
Delivery: In The Netherlands (also the Waddeneilanden).

Did you order a prepaid Sim Only or a prepaid internetstick? Your payment needs to be done in advance by online payment through iDeal or credit card.

Delivery appointments without email or phone?
  • If you didn’t fill out an e-mail address, but you did fill out a fixed line number, our courier AMP Logistics will contact you via phone in order to make a delivery appointment.
  • If you didn’t fill out an e-mail address, but you did fill out a mobile phone number, our courier AMP Logistics will send you an sms with the information to make a delivery appointment.
Can I choose a time for my delivery appointment?

You can choose a delivery day via mijnorderstatus.nl. Our couriers deliver from Monday to Friday between 08.00-18.00 PM (for free). If you want delivery on a weeknight between 18.00-22.00 PM or on a Saturday between 08.30-18.00 PM, you pay a delivery fee of € 9,95. In this premium service you can also pick a timeslot of 2.5 hours in which your order will be delivered on the chosen day.

Did you order a prepaid Sim Only or a prepaid internet stick? Your order will be delivered by PostNL, within 3 working days. PostNL delivers from Tuesday - Saturday. You don’t have to be at home during this delivery.

Can I change my delivery appointment later on?

It is possible to change your delivery appointment any working day and at the latest the day before delivery at 20.00hrs. You can change both the day and timeslot as well as the delivery address. You can make your changes at mijnorderstatus.nl. If you’d like to receive your order at the office, the courier will need to know the company and department you work for. This information can be filled out at mijnorderstatus.nl.

Where can I track my order status?

You can track your order status via mijnorderstatus.nl.

Buying a rateplan for another person

It often happens that customers order for their partner or child. In order to have a smooth order- and delivery experience, we recommend to read the following rules regarding to placing orders for another person.

The minimum age for buying a rate plan, is 18 Years. If parents want to buy a rate plan for their minor child, they have to use their personal information when placing the order. So all the information provided in the online check out, should belong to the parent. This also goes for the bank account number. It is possible to change the bank account number via My T-Mobile as soon as the order has been delivered. However; T-Mobile only allows bank account numbers belonging to adults (18+).

If you want to place an order for your partner, it is very important to either fill in your own personal information, or all information belonging to your partner. Because an order that contains information of both you and your partner, cannot be delivered by T-Mobile.

Delivery

I am a new customer. What is the delivery procedure?

At delivery, the courier will verify the identification document you’ve used whilst placing your online order. The BSN-number will not be scanned. To verify the bank card belongs to you, he’ll also ask you to make a €0,01 pin transaction. It is not necessary to have credit on your bank account. The courier will double check the information on the contract together with you. Once the contract has been signed you will receive your package. Because you have to sign for this contract personally, it is not possible for someone else to receive your order. After this the courier will send a message to T-Mobile to activate your contract and subscription on the date you’ve requested. Did you order a prepaid Sim Only or a prepaid internetstick? Your order will be delivered by PostNL, within 3 working days. PostNL delivers from Tuesday - Saturday. You don’t have to be at home during this delivery.

I am a customer. What is the delivery procedure?

At delivery, the courier will check your identity. It is important that the identity document shown is valid and belongs to you. To verify the bank card belongs to you, he’ll also ask you to make a €0,01 pin transaction. It is not necessary to have credit on your bank account. If necessary, it is possible to pay for your order at the delivery. This is possible with pin or the exact amount in cash. The courier will double check the information on the contract after which you can sign it. Because you have to sign for this contract personally, it is not possible for someone else to receive your order. You will be able to change your subscription or to add bundles via My T-Mobile.

How long do I have to wait for my order?

If your order is in stock, it will be delivered on the day you’ve chosen via the website of our courier AMP Logistics. If you place an order today and pay for the initial costs, if applicable, and make your delivery appointment before 6:00 pm; you’ll receive your order the next day. Of course it is also possible to have it delivered at a later time. You can pick any date up until 50 days in the future. You can track your order status through mijnorderstatus.nl.

When an item is not in stock, the expected delay will always be communicated on the website. So before placing your order, you can see if it’s in stock. Of course you may always order an item which is not in stock. You’ll receive an e-mail for making the delivery appointment as soon as your item is in stock again. If the delay will exceed what we’ve communicated via the website, we’ll inform you about this via sms. Fortunately this doesn’t happen often.

Did you order a prepaid Sim Only or a prepaid internetstick? Your order will be delivered by PostNL, within 3 working days. PostNL delivers from Tuesday - Saturday.  You don’t have to be at home during this delivery.

What happens if I'm not home during the delivery?

If you aren’t at home during the delivery appointment, the courier will leave a written note in your mailbox, which explains how to make a new appointment. This is easy; you can reuse the information that you received before for making the appointment. The link that you received via sms and e-mail still works. Our courier AMP Logistics will also send you an e-mail as a reminder. In this e-mail you’ll also find the links and code of mijnorderstatus.nl once more. If you are not able to receive your order the second time, our courier will cancel your order. If you’d like to know more about cancelling your order, please check the last chapter on this page: Cancellation and Return. Cancelling your order is always easy.

What happens if the courier could not deliver?

Sometimes the personal information that has been filled out online while placing the order doesn’t match the information on the identity documents. T-Mobile cannot process contracts with flawed information. Therefore the courier will make the required adjustments on the laptop he carries with him. In some cases it is necessary to perform a new credit check; this will be done at the door, and is ready in a minute. If the result is negative, the courier cannot deliver the order. 

What happens if my order is delayed?

When an item is not in stock, the expected delay will always be communicated on the website. So before placing your order, you can see if it’s in stock. Of course you may always order an item which is not in stock. You’ll receive an e-mail for making the delivery appointment as soon as your item is in stock again. If the delay will exceed what we’ve communicated via the website, we’ll inform you about this via SMS. You can follow the status of your order through mijnorderstatus.nl.

Protection and privacy of personal information

Protection of personal information
T-Mobile highly values the importance of protecting your personal information and will never share this with third parties. You’ll find more information about this in our privacy statement (unfortunately it is not yet available in English).

Our courier AMP Logistics has shared all their processes voluntarily with the College Bescherming Persoonsgegevens (governmental institution that guards over the protection of personal information). You’ll find more information about this on www.cbpweb.nl.

Use of personal information
After processing your order, your personal information will be sent to T-Mobile and will be erased by AMP Logistics in a safe and secure way. T-Mobile uses the information to stay in touch with her customers.

BSN-number
The Burger Service Nummer (personal identity number) may not be scanned or stored by telecom operators. Our couriers therefore use a mold to cover the BSN number whilst scanning the identity document.

Safe payments with PIN
All couriers carry mobile PIN devices. Couriers have been instructed to look away when you give in your personal PIN code. And AMP Logistics checks all mobile devices on a daily basis; therefore skimming is extremely unlikely to happen.

Reliable couriers
In many cases the couriers who work for AMP Logistics have years of experience. It is a standard requirement for the couriers to have a governmental declaration of proper behavior and having signed a declaration of secrecy.

Who is my courier?
One day prior to delivery, you will be able to see a photo and the name of the courier who will be delivering your order on your personal page on mijnorderstatus.nl. This way you know whom to expect at your door. The courier will always be in company uniform and must be able to identify himself with an AMP Logistics badge.

When can I use my new phone?

When you receive your new phone, you will be able to start using it within a few minutes. The activation of your device is done automatically; it doesn’t require any action on your part. If it doesn’t work after a few minutes (this happens rarely, but it can happen), we advise you to switch the device off and on. If it still doesn’t work after a few hours, please contact us and we’ll fix it as soon as possible.

Can my partner receive my orders?

New customer
After receiving your order, T-Mobile will do a minor check into your personal information. Because T-Mobile strives to protect the personal information of her customers, and is unable to check your identity directly, it is not possible to have someone other than yourself receive your order. Prepaid orders may be received by others as long as they can show their own identity document as well as yours.

Current customer
When you have renewed your contract, the courier will ask you to sign the contract.  Because you have to sign for this contract personally, it is not possible for someone else to receive your order. If you’ve renewed with a sim only, you don’t have to sign for a new contract.

Changing or extending a rateplan

Can I change or extend my current rateplan?

Yes, that is possible. After you’ve received your order T-Mobile will send you a welcome e-mail. In this e-mail you can register for My T-Mobile. Here you can immediately change your rateplan and/or add useful bundles to it.

We highly recommend to all our customers to register for My T-Mobile. You can always check your call status there, and how much calling and SMS credit you have left for the current month. You can also sign up for T-Mobile Extra so you can earn points that you can use for reductions, gadgets and other presents.

Can I switch from prepaid to subscription?

If you are at least 18 years old, it is possible to transfer your current phone number to a T-Mobile subscription. This is a free service. If you have prepaid credit at the moment of the transfer, the amount will be deducted from your first invoice. There’s a maximum of 20 euro’s.

Cancellation and returning

Is it possible to cancel my order?

If your order hasn’t been delivered yet it is possible to cancel your order online. In the e-mail that our courier AMP Logistics has sent/will send to you’ll find a link you can use to cancel your order. If you haven’t received an e-mail from AMP Logistics yet, please contact T-Mobile Klantenservice to cancel your order.
If you have received your order already you have 8 days to cancel your order. This is possible under the condition that the device hasn’t been used. In order to do this, please contact T-Mobile Klantenservice.

I canceled my order. When do I get my money back?

The money will be reimbursed to your account within two weeks after the cancellation date.

I have other questions about my order, what to do?
  • If you’d like to get personal advice about the subscription, phone or other device that suits you best, we suggest you call our free number: 0800-7123.
  • If you’ve already placed an order and want to know its status, you can check mijnorderstatus.nl.
  • If you’ve placed an order and require information about your order we have several options for you to get in touch with us. An overview of the options can be found at: T-Mobile Klantenservice.
I have received the wrong device.

If you have received the wrong device, please get in touch with T-Mobile Klantenservice. The devices will be exchanged by a courier within 5 working days.  

The device I have received is defective.

If your new device turns out to be defective within 8 days of delivery, we’ll make sure it will be exchanged as soon as possible. Please contact us via T-Mobile Klantenservice. Please state clearly that your device was defective within 8 days of delivery. It is also very useful if you have the packing slip when you contact us.
My device was broken after 8 days from delivery: Please read our warranty and repair conditions: garantie- en reparatievoorwaarden.