Refunds and cancellations

Yes, within 14 days of purchase, as long as the eSIM has not been installed or activated. Once an eSIM has been installed, activated, or had any data used, it can no longer be refunded. The full detail is in our refund policy.

Email our support team with your order reference and a short description of the problem. We aim to respond within one business day, and if your eSIM is eligible we'll arrange the refund.

You have 14 days from the date of purchase to request a refund on an unused eSIM, meaning one that has never been installed or activated.

Once an eSIM has been installed or its plan has started, it can't be refunded, because the data has been issued to you. If it isn't working, contact our support team first, as most problems are quick settings fixes.

Contact our support team before requesting a refund, as most connection problems are settings we can talk you through. If we can't get you online and the fault is on our side, we'll put it right.

Approved refunds are processed to your original payment method within 14 days of being agreed, in pounds sterling for the amount you were charged. Your bank may then take a little longer to show it on your statement.

If the eSIM is unused, meaning not installed or activated, contact our support team within 14 days and we'll arrange a refund so you can buy the right plan. If it's already installed, it can't be refunded.

Because your eSIM is delivered instantly as digital content, you agree at the checkout to waive the automatic 14-day cancellation right that applies to some online purchases. We still offer our own 14-day refund on unused eSIMs, which is set out in our refund policy.

Checking that your phone is unlocked and eSIM-compatible is the buyer's responsibility, and the requirements are set out before purchase, so incompatibility isn't normally covered. If the eSIM is completely unused, contact our support team and we'll see what we can do.

eSIMs are delivered instantly, so there's normally no gap in which to cancel before delivery. If the eSIM is unused, request a refund within 14 days instead.