How to check and track your Fairphone order status
Once you place an order in our online shop, you can easily track its journey from our warehouse straight to your door.
This guide walks you through your delivery timeline, what each order status means, and how to handle updates from our shipping partner.
Orders covered in this guide
- This guide applies to any order placed directly through the official Fairphone online shop.
How to find your order updates
Using a registered profile
- Log in to your account on the Fairphone online shop.
- Go to My Account > My Orders.
- Select your order to see its current status.
Using a guest profile
If you checked out as a guest, your tracking milestones will not show up online. To get an update or to link the order to a registered Fairphone profile (using a matching email address), reach out to customer support.
What to expect for your delivery timeline
Our team starts calculating your delivery window as soon as your payment is successfully received.
- Location: Timelines are based on the shipping estimates shown on the product page for your destination country when you buy your item.
- Orders with multiple items: If you buy a few different things at the same time, the item with the longest delivery estimate sets the shipping schedule for your whole order.
- Estimated delivery: The delivery window automatically includes the time we need to allocate your stock, process the order, and pack it up at the warehouse.
You can also find this estimated delivery window inside your automated Order Confirmation email.
What your order status means
Your order goes through a few different stages at our distribution center before it hits the road:
| Status | What it means |
|---|---|
| Awaiting Payment |
Your payment is not yet complete. You can still cancel the order or change your shipping address (within the same country). If your VAT looks incorrect, do not pay yet. Reach out to customer support first. |
| Processing |
Your payment is in and our warehouse team is actively working on your order. You can no longer change, add items to, or cancel the order yourself. If you need an urgent change, contact customer support right away. We'll do our best to help. |
| Preparing for Shipment | The warehouse team has boxed, labeled, and packed your items. Your package is in the queue waiting for carrier pickup. This can happen well ahead of transport, so it does not always mean immediate dispatch. |
| Complete | We have officially handed your parcel over to our shipping partner. Keep an eye on your inbox for a Shipping Confirmation email with your active Track & Trace link. |
| Cancelled | The order is permanently closed and cannot be reversed (this usually happens if there was a problem with the payment). If you were charged for an order that ended up cancelled, get in touch with customer support so we can sort out your refund. |
Shipping transit and tracking
- Tracking activation: The Track & Trace link in your confirmation email is your best source for up-to-date arrival details. It usually takes up to 24 hours after dispatch for the link to activate.
- Transit window: Once your package leaves our distribution center, standard shipping usually takes one to two days to arrive.
- Delivery methods: We ship packages using UPS Standard straight to your home, or to a nearby UPS Access Point depending on what options are available in your country.
What to do if our carrier contacts you directly
We aim for a seamless delivery, but UPS might occasionally reach out to you if they need a little more information to get your package to you:
- Incomplete address: If the carrier lets you know that your address is missing details like an apartment number or a gate code, follow the instructions in their message to update your information. This is the fastest way to get your package moving again.
- Documentation requests: If UPS asks for a specific personal or import document that you have on hand, you can send it to them directly to avoid any hold-ups.
- Payment demands or missing paperwork: If the carrier asks you to pay additional customs fees or requests paperwork you do not have, do not pay or proceed. Reach out to Fairphone's customer support immediately so our team can handle it for you.
If any message from UPS feels confusing, or if you have any trouble updating your details on their portal, reach out to customer support for help.
A few important things to keep in mind
- No adjustments during or after processing: As soon as an order is paid and reaches the Processing stage, you cannot add items, expand, or cancel the order yourself.
- Profile address updates: Changing your address details inside your default My Account profile only affects future purchases; it will not change where an existing order is headed.
- Unforeseen delays: National strikes or unexpected customs holds can occasionally slow down transit times. These situations are out of our hands, but we will always let you know if they impact your delivery.
- Urgent replacements: If you need a product or part in a hurry, tap the Local stores button on the product page to see if an authorized reseller nearby has what you need in stock.