Shipping, returns & warranty
Everything we ship comes from the UK with tracking. Cards are physical hardware so the same rules as any electronics retailer apply — see below for the specifics.
1. Where we ship
We ship to most of the world directly from our Cambridge fulfilment centre. Orders are dispatched within 1–2 business days of payment.
If you're in a country where customs typically holds electronics for inspection, expect 2–5 extra days on top of the carrier's transit estimate.
2. Cost & delivery times
Free worldwide shipping on any order over $30. Below that, standard tracked shipping starts at $4 and is calculated at checkout based on destination.
Estimated transit times once dispatched:
- United Kingdom & Ireland: 1–3 business days
- Continental Europe: 3–7 business days
- North America: 5–10 business days
- Asia, Middle East, Oceania: 6–12 business days
- Latin America, Africa: 8–14 business days
These are estimates from our carriers (Royal Mail International, DHL, EMS), not guarantees. We'll send tracking when the parcel leaves us.
3. Customs & import duties
Outside the UK and EU, your country may charge import duty or VAT when the parcel arrives. Those charges are the buyer's responsibility — they vary by country and we have no way to pre-pay them.
We declare the actual paid value on the customs label; we will not under-declare on request.
4. Returns
You have 30 days from delivery to return an unused card for a full refund of the product price.
What counts as 'unused':
- Card has not been written to (no eSIM profile loaded)
- Original packaging is intact and included
- Card itself shows no signs of use
Once a profile has been written, the card is considered activated and is non-returnable for hygiene and security reasons — the only exception is a hardware fault, which is covered separately by the warranty.
Return shipping is the buyer's responsibility unless the return is the result of our error (wrong item, damaged on arrival).
5. Warranty
Every 9eSIM card and card reader ships with a 12-month limited warranty starting on the delivery date.
The warranty covers manufacturing defects — cards that fail to read, readers that don't initialise, profile-write errors that aren't user-caused, etc. It does not cover:
- Physical damage (bent contacts, water exposure, broken cases)
- Loss or theft
- Modifications by the user
If you suspect a hardware fault, message support with your order number and a short video showing the problem. We replace approved warranty claims at our cost.