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Virgin Mobile orders, deliveries and returns FAQs

What happens once I've placed my order?

For orders containing handsets and devices we offer next day delivery across the UK free of charge (certain exclusions may apply for example Northern Ireland, Scottish Highlands and Islands which may take longer). If you have provided an email address and a mobile contact number you will be sent a delivery tracking link that will allow you to track the progress of your parcel. Deliveries are attempted between 7am to 9pm, Monday to Saturday, as long as your order is placed by 7pm between Sunday to Friday. Any orders placed between 7pm Friday to 7pm Sunday will be delivered on the following Monday. Deliveries are not attempted on a Sunday and bank or national holidays. 

If there is no-one at home to receive the delivery our delivery partner will attempt to leave with a neighbour and will leave a card at your home with details of which address your parcel was left at. The delivery partner tracking website will also provide full details.

If the delivery cannot be made to a neighbour then our delivery partner will leave a card at your home with contact details for you to rearrange. They will also reattempt up to a further two consecutive times on subsequent standard delivery days. Someone over the age of 18 will need to be in to sign for your parcel.

For orders that contain a SIM-only we offer Royal Mail First Class post free of charge and will process, fulfil and deliver your item(s) within 3 – 5 days from when your order details are taken.

I haven't received my new stuff yet. What do I do next?

If you'd like to find out what's happening with your order, please check your inbox and Spam or Junk folder for our emails confirming your order and delivery details.

If you don't think you've received these or can't find them, just log in to Your Account and choose My orders. If you still can't locate these, text us the issue for free on 07533 016 422 ^ between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday. Alternatively, you can call us on 789 from your Virgin mobile phone, or 0345 6000 789 ° from any other phone and we'll be happy to help. Lines open 8am-9pm Monday to Friday, 8am-8pm Saturday, 8am-6pm Sunday.

Ordered a Freestyle phone? Please bear in mind that it can take up to 48 hours to process, and once you've received the confirmation emails your credit agreement needs to be signed within 48 hours before your order is released to our warehouse for fulfilment and delivery. If you do not sign the agreement without 48 hours your order will be cancelled and any upfront payments credited back to you. 

​What if I'm unhappy with my order?

If you decide you'd like to cancel your order after you've placed it, just text us for free on 07533 016 422 ^ between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday. Alternatively, you can call us on 789 from your Virgin mobile phone, or 0345 6000 789 ° from any other phone, and one of our friendly team will help you return your item. Lines open 8am-10pm Monday to Saturdayand 8am-6pm Sunday.

With our 14 day Customer Satisfaction Guarantee you can return your  device for a full refund or replacement – we’ll even send you the pre-paid packaging to return it in.

^Note the text is only free for Virgin Mobile customers.

°Please note standard charges apply, please check with your network operator for rates.


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