Help

1. Ordering

How do I place my order?

Select your product, add it to the cart and place your order. If you have any problems with ordering, please contact our Customer Support Team by phone on 0203 171 1777 or email info@simcardwarehouse.com, and they will be able to resolve all order queries for you.

How do I know what size SIM to order?

Check our SIM card size guide for information on SIMs that fit the most popular handsets on the market.

Alternatively check you phone’s handbook.

When will I receive my free SIM?

If you order before 4PM, you will receive your order the next working day e.g. if you order midday Monday you will receive your order on Tuesday

If you order after 4PM, you will receive your order in 2 days e.g. if you order at 7PM on Monday you will receive your order on Wednesday.

 

Please check your junk mailbox as occasionally our emails find their way there. If you think your order may not have reached us please call Customer Support on 0203 171 1777.

I’ve not received my order

Please contact our Customer Support Team by phone on 0203 171 1777 or email info@simcardwarehouse.com, and they will be able to resolve all order queries for you.

Do you facilitate bulk orders or wholesale?

Please call our Customer Support Team on 0203 171 1777, who can discuss this option with you.

How many SIMs can I order?

You can add the maximum of one of each product to your basket, and order the maximum of 5 products per order. This means we can offer you low postage. If you require multiple SIMs please call customer services on 0203 171 1777 who can help you with a bulk order.

Can I request a particular phone number?

Unfortunately we can’t provide our customers with specific phone numbers on request.

How do I keep my phone number?

If you need a new SIM card, but wish to retain your current phone number, then please contact your network operator who can either provide you with a replacement SIM, or advise on how you can port your number to a new network.

2. Payment

Which payment methods do you accept?

All payments are carried out through PayPal.
PayPal is a service that enables you to pay, send money, and accept payments without revealing your financial details.

If you don’t have a PayPal account you can still use PayPal to pay by credit or debit card.
You can read more about PayPal payments here.

3. Delivery

How much is delivery?

Free SIMs

Delivery for free SIMs costs only £0.01 each.
Free SIMs are delivered via Royal Mail First Class post.

Pre-loaded SIMs

Delivery costs of our pre-loaded SIMs will vary.  Please check the product description for information on exact delivery costs.  For example our new Three 1GB, 3GB and 12GB Sims will be free delivery.

All deliveries are sent via Royal Mail First Class post and will arrive the next working day, as long as the order is placed before 4PM.

Can I track my order?

Free SIMs

All free SIMs are delivered via Royal Mail First Class post, so you should receive your free SIM the next working day, as long as you order before 4PM.  We don’t offer a tracking facility for our free SIMs.

Pre-loaded SIMs

Pre-loaded SIMs are also delivered via Royal Mail First Class post.  Again, we offer a Same Day Dispatch service so if you order before 4PM you will get your order the next working day.

e.g. 

Order before 4PMMonday –>  Receive delivery Tuesday

Order after 4PM Monday –>  Receive delivery Wednesday

Order before 4PM Friday –>  Receive delivery Saturday

Order after 4PM Friday –>  Receive delivery Tuesday

Please note deliveries can take longer at busy times and no deliveries are guaranteed next day.

Do you deliver to outside the UK?

At the moment we only deliver within the UK.

4. Topping up

How do I top up my SIM

You can find information on topping up your FREE SIM here.

5. Returns and Refunds

How do I cancel my order?

If you have placed an order and wish to cancel, please call and inform our Customer Support Team as soon as possible by phone on 0203 171 1777 or email info@simcardwarehouse.com stating your order number and that you wish to cancel.

Please note: if your order has already been processed, we won’t be able to stop a parcel being sent. Please refer to our returns section below.

If your order has not been processed, we will cancel your order.

I need to return an item

Returns process for free SIM card orders

  • If you ordered a free SIM card from SIMcard Warehouse, and no longer require the item, there is no need to contact us or return the item to us.

Returns process for purchased items

  • If you have purchased a product from SIMcard Warehouse, and you wish to return the item, unopened and unused, please contact Customer Services with your order number within 14 days of the date of your order to request a return.
  • You will be provided with details of our return address and issued a return reference number.
  • Return your unopened product to us at the address provided and be sure to include you return reference number in the package.
  • You will be required to pay the cost of returning the item to us. Please obtain a proof of posting from the Post Office.
  • Once we receive your item, we will process your refund. Refunds can take up to 10 days to be processed from the date of receipt of the returned item.
  • We are only able to accept returns and process refunds for unopened products. If you have opened the packaging then you cannot return the item for a refund.
I have received an incorrect item

Errors with free SIM card orders

  • If you ordered a free SIM card from SIMcard Warehouse, and have received an incorrect item, you can simply place a further order. Please do email us with your feedback if you have not received what you ordered.

Errors with purchased items

  • If there is an error with your order, please contact Customer Services with your order number within 3 days of the date of your order, and you will be provided with full details of how to exchange your item.
My product is faulty

Faulty free SIM cards

  • If you ordered a free SIM card from SIMcard Warehouse, and believe it to be faulty, please do email us with details of the fault. In the mean time you can place a further order for a free replacement.

Faulty purchased items

  • If you believe your purchased item is faulty, please contact Customer Services with your order number within 3 days of the date of your order, with full details of the fault, and you will be provided with instructions for returning the item and obtaining a replacement.
Can I obtain a full refund?

Any cancellations prior to the item(s) being shipped will receive a full refund.

For returned items, a full refund will be issued where returned items are in saleable condition (meaning they are unopened and unused and all original packaging is intact), and the returns process is followed.

When will I receive my refund?

We will process all refunds as soon as possible and certainly no longer than 14 days after the return / proof of return of the goods has been received.