My Order Status, Tracking, and Delivery
This guide outlines the process, timelines, and status definitions for your Fairphone order from payment to delivery.
How to Check Your Order
Registered Accounts
Log in to the Fairphone online shop.
Go to My Account > My Orders.
Select your order to view its current status and progress.
Guest Accounts
If you purchased using a Guest account, you cannot view the status online. You must contact Customer Support for updates or to attach the order to a registered Fairphone account (provided the email address matches).
Delivery Time Estimation
The delivery timeline is established at the moment your payment is successfully received.
Source: The estimate is based on the date listed on the product page for your selected country at the time of purchase.
Multiple Items: If ordering multiple products, the item with the longest delivery time determines the timeline for the whole order.
Delays Included: The stated period includes time for stock fulfillment, processing, and preparation.
You can also find this estimated window of delivery in your Order Confirmation email.
Order Status Definitions
Once your payment is received, your order officially begins. Below is a breakdown of the statuses you may see:
| Status | Meaning & Actions |
|---|---|
| Awaiting Payment |
Payment is not yet complete. You can still change the delivery address (same country only) or cancel the order yourself. • If you have paid but see this, contact Support (bank transfers take up to 5 days). • If VAT is incorrect, do not pay; contact Support first. |
| Processing |
Payment is received, and the order is active at the distribution center. • No changes (cancellation/address) are possible by you. • Contact Support immediately if changes are needed, though not guaranteed. |
| Preparing for Shipment |
The order is boxed, labeled, and packed. It is awaiting carrier pickup. Note: This may happen well in advance of actual transport; it does not always indicate immediate dispatch. |
| Complete |
The order has been handed over to the shipping partner (UPS). • You will receive a Shipping Confirmation email with a Track & Trace link. |
| Cancelled |
The order is cancelled and cannot be undone (often due to payment issues). • If you cancelled manually but were charged, contact Support for a refund. |
Note on "Locked" or "Blocked" Statuses
If you see a Locked or Blocked status, this is an internal processing note that is visible due to a display issue.
What it means: Your order is being processed normally and cannot be changed.
Action: You do not need to do anything. You will receive a UPS tracking code via email once the order ships. Please track your package manually with that code.
Shipping and Tracking
Once your order is Complete, it is on its way.
Tracking: The Track & Trace link in your confirmation email is the most accurate source for arrival times. It typically becomes active within 24 hours of the email.
Shipping Time: Once the item leaves the warehouse, transit usually takes 1 to 2 days.
Methods: We use UPS Standard (home address) or UPS Access Point™ (limited countries).
What to do if UPS contacts you
While we aim for a seamless delivery, UPS may occasionally contact you directly if they require more information to complete your shipment. Please follow the guidance below based on their request:
Incomplete Address: If UPS notifies you that your address is missing details (like an apartment number or gate code), please follow the instructions in their message to update your information. This is the fastest way to get your package back on track.
Documentation Requests: If UPS asks for a specific document that you have on hand, you may provide it to them directly to expedite delivery.
Payment Requests or Missing Documents: If UPS requests payment for customs charges or asks for documentation you do not have, do not proceed. Please contact our Customer Support team immediately so we can resolve the issue for you.
Note: If any of the instructions from UPS are unclear or you are unable to update your address through their portal, please reach out to us for assistance.
Important Information
No Self-Service Changes: Once an order is paid (Processing), it is not possible to expand, change, or cancel the order yourself.
Address Changes in your Account: Changing your address in your "My Account" profile does not update existing orders.
Force Majeure: National strikes or customs holds can delay delivery. These are beyond our control, but we will inform you if they occur.
Urgency: If you need a product sooner, check the Local stores button on the product page to see if a local reseller has stock.