Manage Your Fairphone Account: Settings, Orders, and Data
Welcome to having a Fairphone Account!
Having a Fairphone Account allows you to easily track your orders, save your shipping details, and join the Keep Club. This guide covers everything you need to know about managing your account, from updating your email address and checking order statuses, to managing guest checkouts and submitting account deletion requests.
How do I open a Fairphone account?
Do I need a Fairphone account?
How can I change my email address in my Fairphone account?
Why did I not receive a confirmation email to my guest account order?
How do I attach my guest account order to my Fairphone account?
How do I check the order status with a guest account?
How do I check my order status in my Fairphone account?
Why does my order show 'locked' on my Fairphone account?
Why does my order show 'blocked' on my Fairphone account?
What do all of the order statuses mean?
How can I change my address on my Fairphone order?
How can I change my VAT number on my Fairphone account?
Do the billing and shipping addresses need to match when adding my VAT number?
Why are prices different for Norway and Switzerland - is it due to VAT?
How to delete, close, or deactivate your Fairphone account
General
How do I open a Fairphone account?
Go to the Fairphone account page and open a new account! If your email address is recognised, then try with 'Forgot your password?' to reset your password.
Do I need a Fairphone account?
It is up to you! Having a Fairphone account means you can get insight into your orders, add your home address for future orders, and you can join the Keep Club.
Change email address
How can I change my email address in my Fairphone account?
To update your email address, please follow these quick steps:
- Log in to your Fairphone account.
- Navigate to Account Information.
- Change your email address and any other details you wish to update, then press Confirm.
You will see a confirmation that the change was successful, and you can immediately begin using the new email address with your existing password.
If you encounter any issues while attempting to change your email address, contact our Customer Support!
Guest account
What is a guest account?
A guest account is no account! If your order was made via a guest account, this means your order is not added to your account if you did not create an account immediately after checkout via the Thank you page. Orders usually take 2-5 days to be delivered, unless your chosen product(s) had a unique delivery time. Once your order has been shipped, you will receive a tracking number from UPS to follow your delivery.
Why did I not receive a confirmation email to my guest account order?
Unless it went to your spam inbox, it is very likely that your email address was spelt incorrectly when you completed your order. In this situation, you will not receive a confirmation email and it will not be possible to add your order to your account retroactively. We will do our best to search for your order for you when you contact our Customer Support.
How do I attach my guest account order to my Fairphone account?
Contact our Customer Support and we will assist you, if the email address you used as a guest is matching the one associated with your Fairphone account.
How do I check the order status with a guest account?
Orders usually take 2-5 days to be delivered, unless your chosen product(s) had a unique delivery time. Once your order has been shipped, you will receive a tracking number from UPS to follow your delivery. If your order is taking longer than expected (e.g. more than 5 days), and you have chosen to create a Guest account for your purchase, then to check your order status you will have to contact our Customer Support.
Orders
How do I check my order status in my Fairphone account?
To view the status of your order:
- Log in to the Fairphone online shop.
- In your account, click My Orders to see the status of your order.
Why does my order show 'locked' on my Fairphone account?
We are aware of the locked order status you're seeing - it is an internal processing note that shouldn't be visible to you, and we are working to resolve this display issue. This status is internal information that the order is being processed and cannot be changed. You will receive a UPS tracking code once your order ships. Please track your package manually with that code, as automatic updates are not available.
Why does my order show 'blocked' on my Fairphone account?
We are aware of the blocked order status you're seeing - it is an internal processing note that shouldn't be visible to you, and we are working to resolve this display issue. This status is internal information that the order is being processed and cannot be changed. You will receive a UPS tracking code once your order ships. Please track your package manually with that code, as automatic updates are not available.
What do all of the order statuses mean?
Learn about this in our dedicated support article! Order Status and Overview
How can I change my address on my Fairphone order?
This depends on your order status! Take a look at our dedicated support article: Order Status and Overview. This shares guidance on what to do, so we can support you to change your address on your Fairphone order.
VAT
How can I add or change my VAT number on my Fairphone account?
How you add or change your VAT number on your Fairphone account depends on your situation.
If you haven't placed an order yet or placed an order but made a small mistake in your VAT number, you can contact Customer Support to make an adjustment.
If you have already placed an order and need to add or change the VAT number (for example, if you would like to use a different VAT number), you need to:
Contact Customer Support to cancel or return the order (within 14 days)
Repurchase with the correct VAT number
Do the billing and shipping addresses need to match when adding my VAT number?
When making an order with a VAT number, your billing address country needs to match the shipping address country. We thank you for your understanding!
Why are prices different for Norway and Switzerland - is it due to VAT?
Per March 1 2023, we provide delivery in a hassle-free way for our Norwegian and Swiss customers. Previously, we did not include customs taxes and charges, so your local customs office would send a separate invoice to cover these. To prevent this surprise, we now deliver your order with the duty already paid via our online shop!
How to delete, close, or deactivate your Fairphone account
Please visit our dedicated support article to learn how to Manage your personal data and privacy requests.