Ordering & Delivery

Ordering with us is a paperwork-light process, but there are a few stages between checkout and a working SIM.

The stages

1. 1Checkout — you choose the tariff, term and any add-ons, and give us your contact, delivery and Direct Debit details.
2. 2Order confirmation — an email lands within minutes with your order reference (it starts with SD-) and a PDF confirmation.
3. 3Mobile agreement — we email a private link to your agreement. Nothing is despatched until it's signed.
4. 4Provisioning — we place the connection with EE, Vodafone or O2.
5. 5Despatch — your SIM is posted to the delivery address on the order, typically within 1–3 working days of signing.
6. 6Activation — follow the steps in your welcome pack, and port your number if you gave us a PAC code.

How long does it take?

Most orders are despatched within one to three working days of the signed agreement coming back. Number transfers complete within one working day of the SIM activating.

If something looks wrong

Reply to your order confirmation email with your SD- reference and tell us what needs changing. Tariff, term and delivery address can all be amended before despatch.

You'll receive three documents by email. Each one is a PDF you can download and keep.

Order confirmation

Sent within minutes of checkout. It lists the tariff, network, contract term, monthly price including VAT, add-ons and your delivery address.

Mobile services agreement

Sent before despatch. This is the contract for your connection and includes the term, the annual price adjustment, early termination terms and your rights. You sign it online through a private link that expires after 30 days.

Welcome pack

Sent once your order is placed with the network. It covers activation, porting your number, your first bill and how to reach support.

Lost one? Contact us with your order reference and we'll resend the link.

How SIMs are sent

SIMs go out by Royal Mail to the delivery address you gave at checkout. They are triple-cut, so the same SIM fits standard, micro and nano trays.

Typical timings

• Agreement signed before mid-afternoon on a working day: despatched the same or next working day.
• Allow 1–3 working days in total for delivery.

It hasn't arrived

If it has been more than five working days since despatch, contact us with your order reference. We can check the provisioning status with the network and, if needed, cancel the original SIM and send a replacement.

Changing the delivery address

Get in touch before despatch and we'll update it. Once a SIM is in the post we can't redirect it.

Before despatch

Nothing is locked in until the agreement is signed and the SIM is sent. Email us with your order reference to change the tariff, term, add-ons or delivery address.

After despatch

Consumer orders placed online carry a 14 day cooling-off period from the day the SIM is delivered. Contact us within that window and we'll cancel the connection.

Business orders are placed under the terms of the signed mobile services agreement — cancellation after activation follows the early termination terms in that document.

Charges

If a connection is cancelled before it activates, there is nothing to pay. Once activated, standard notice and early termination terms apply.