Virgin Mobile orders, deliveries and returns FAQs

Last updated: October 26, 2018

What happens once I've placed my order?

After your order and payment details have been taken, we whizz it over to our warehouse where it's picked, packed and dispatched. We'll keep you in the loop every step of the way via email until your order arrives at your front door (by courier for mobiles and mobile broadband or by Royal Mail for SIM cards).

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.

​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-9pm Monday to Friday, 8am-8pm Saturday, 8am-6pm Sunday.

With our 14 day Customer Satisfaction Guarantee you can return your phone for a full refund or replacement – we’ll even send you the envelope to post it in.

^The text is free for Virgin Mobile customers, or will be charged at your mobile provider’s standard rates.

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


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