Your equipment is provided by us not the network. For more details about your handset please see our terms.
We pride ourselves on our fantastic customer service before, during and long after your purchase. We focus on providing meticulously selected products, fantastic offers and brilliant service delivery to all of our customers. We sincerely hope that you never receive a product or service that is below the very high standards we set for ourselves. However, if you are unhappy with our service or have experienced problems when using our website or products, please refer to our complaints procedure below:
We use DPD’s premium next day delivery service, however during the Christmas Period the arrival of your order will differ. If you are not going to be home DPD will leave you a consignment card, they will try again the following day (subject to delivery times below), alternatively you are able to rearrange delivery.
It can take up to 2 weeks in total, for your refund to be processed, from the time you send your return. This is due to the time for the item to reach us (up to 7 days), to be checked and processed (2 days) and refund issued. Once your return has reached us, and is accepted. You should receive the refund within 5 days. Or in the case of a card hold charge, released back within this same timeframe. If you did not receive an item from us, and no returns are required, the above 5 days’ timeframe would apply. Please note, whilst we can advise on the state of your return, the refund process except processing and reversing a card charge hold is out of our control and sits with your bank in many cases. We endeavour to process your refunds and returns in a prompt manner.
Multimedia Messaging Service or MMS, is a type of text message that has evolved from SMS, Short Messaging Service. With a MMS, you can send pictures, video, or audio content to another device. With most network carriers there will be an additional charge for this service, and the cost are listen in the ‘out of bundle charges’ on our website.
We are unable to deliver on bank holidays and as such, any orders sent for delivery on a bank holiday will automatically be delivered the next working day. For example if you order after 6pm on a Friday, you would usually expect to receive your phone the following Monday. If the following Monday was a bank holiday we will deliver your phone the next working day which would be Tuesday.
Sim Arena offers a 30 days exchange policy that is active from the date of receipt. If your handset develops a fault within 30 days, we will ask you to return the handset for screening and testing. Once the handset fault has been confirmed we will then be able to exchange the handset for the same make and model. All handsets return must be in a resalable condition, with the original box and all accessories. Personal information must also be removed before returning
Equipment can be returned within 14 days of receiving it if you are unhappy with your choice. Please call our customer service team before returning to obtain an authorisation code. The handset must be returned in a re-saleable condition with all box contents present. Please note that you will be billed for any usage during this time. If you have entered into a contract with no equipment than you have 14 days from the date of your agreement. If you would like to cancel your agreement after your 14-day cooling off period, you will be required to give 30 days’ notice. This can be done over the phone with the Networks’ Customer Service Teams. If you are still within your contract period, then a cancellation fee may apply.
General Data Protection Regulations, or GDPR, was introduces in May 2018 and covers all 28 countries within the EU. These regulations were introduced to protect customers personal information when passing or sharing with businesses. Sim Arena intends to adhere to all data protection regulations and keep all current, and future customers details save, and protected for the time of the agreement.