Customer Service

Customer Service

1. Order process

  • 1.1 Orders placed by you on this website are subject to acceptance by us.
  • 1.2 Order acknowledgement. As soon as you have placed your order, you'll receive an email acknowledgement from us. This is not acceptance of your order.
  • 1.3 Order acceptance.Your order represents an offer to purchase. Acceptance of your order will take place when we despatch the goods to you.
  • 1.4 Order rejection. We may reject your offer to purchase for any reason.
  • 1.5 Order cancellation. We reserve the right to cancel an order in the rare occurrence that we suspect any fraud or abuse or if you have already purchased 2 phones in the preceding 12 month period.

2. Your right to cancel your purchase

  • 2.1 Period/Time limit. If you buy a SIM card or other product through this website and then change your mind, you have 7 (seven) working days once you receive the SIM or product to send it back to us for a full refund. For example, if you buy a SIM card on a Monday and receive it on the Wednesday. PROVIDED you don't use it, you have until Friday the following week to change your mind and send the SIM card back to us.
  • 2.2 Return. If you are sending a SIM card back to us, please use Special Delivery Next Day as we will only make the refund when we receive back the SIM card and will not accept liability for undelivered returns.
  • 2.3 Refund. We will pay the refund onto the card that you used to make the original purchase

3. Price and payment

  • 3.1 Card payment/refund. We will debit your card when we receive your order. In the event that we are unable to supply the goods to you, we'll let you know and refund the card.
  • 3.2 Pricing policy. We do our best to ensure that the prices you see on the website are correct however, very occasionally, there could be a pricing error. If this happens we'll contact you as soon as possible to let you know and offer you the option of reconfirming your order at the correct price or cancelling your order. If we don't get hold of you or you decide that you don't want the order anymore, we'll refund your card.
  • 3.3 VAT. Prices include VAT at the standard rate.

4. Delivery

  • 4.1 We can deliver to almost anywhere in the world. We always aim to deliver the next day for orders placed in the UK(excluding Sundays & UK Public Holidays). For international deliveries we always aim to deliver within 7 days. All of our delivery services will require a signature from you as proof of delivery.

5. Our full 24 month warranty

  • 5.1 If your new phone or SIM card device goes wrong in that period and it's covered by the warranty, we'll do all the legwork for you to get it fixed. If you do need a replacement phone or mobile broadband device, we may provide you with one that's as new. If your phone or SIM card device is not covered, we'll advise you on what to do. However, if your phone or SIM card device was not bought direct from MySims2Go or a MySims2Go Vending machine, a different returns policy may apply. Please check direct with your retailer. Full terms and conditions are set out below.

6. Terms and conditions of our 24 month warranty

  • 6.1 If your new handset (including the battery and charger) or new SIM card device (each referred to in these terms and conditions as the Device) ceases to function correctly due to defective materials or workmanship within 24 months of connection to the MySims2Go telecom service, we will repair the Device or, at our option, replace it free of charge with a Device which in our opinion is of equivalent specification provided that:

    6.1(a)   Your Device has been used in accordance with the manufacturer's instructions and has not been subject to abnormal conditions of storage, use or neglect (damage due to normal wear and tear or malicious or accidental damage are not covered); and
    6.1(b)   Any repairs which have been or are to be undertaken have been arranged by us or the manufacturer's accredited repair centre.
    6.1(c)   You must provide reasonable assistance and information to us, including returning your original Device in its original packaging, if requested.
    6.1(d)   The replacement Device may be reconditioned but will be fully tested and function before despatch. This warranty is given by MySims2Go and is in addition to and does not affect your statutory rights.

7. Governing Law

  • 7.1 These terms and conditions of sale will be subject to English law and the English courts will have jurisdiction in respect of any dispute arising from this contract.