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:

• Call us on +44 8888888888
• Email us at info@simarena.com

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.

simarena 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

My new phone is not active yet – I can’t make / receive calls?

When we dispatch your phone, we also arrange for the network to connect your phone. The network works on this whilst your phone is travelling to you, and should be connected within 24 hours after delivery. We do this to make sure that your line rental starts on the day you receive the phone and not before.

What can I check?

Make sure that the phone is fully charged. Most manufacturers recommend 12 hours to ensure that the phone gives you maximum call and standby times. Make sure that the battery is fitted correctly – take it off and replace it.

Is the SIM card inserted?

Is the SIM card in the right way? It should only fit one way. Call your new mobile number from a landline. If you hear a ‘dead tone’ the handset has not yet been connected. Switch your phone off and then back on again. Your phone may need to reset before the connection is completed. Are you in an area where there is coverage? Step outside and try it there just in case the building is stopping the signal getting through – some metal framed buildings can cause problems.

Still won’t work?

Please call our customer service number on 0333 xxx xxxx between 09:00 – 20:00 Monday – Thursday, 09:00 – 18:00 Friday, 09:00 – 17:30 Saturday (Closed Sunday), Bank Holiday: Open.

My phone seems to have a fault

If you believe your phone has developed a fault try the following just to make sure that it really is faulty: Make sure that the phone is fully charged. Put it on charge for a couple of hours, make sure that the “charge indicator” is charging. It is best to charge the phone when switched off. Make sure that the battery is fitted correctly – take it off and replace it.

I have lost/damaged my sim card

You will need to purchase a new sim card from your network, please see important number section in the FAQ’s for contact details of your Network.

I have not received my bill…

If you have not received a bill from your mobile phone network you will need to contact them directly so that they can investigate this for you. The mobile phone networks now usually charge for paper billing to help save paper and the environment, and they all offer online billing. You can obtain the number for your provider from the Useful Numbers section.

I want to check on my billing/allowance to date…

The quickest way to find out is by downloading your network app (see the link above) or you will need to contact your mobile phone network directly as we do not have access to your billing accounts. You will find their contact number at the top of the bill. Alternatively, you can obtain the number from the Useful Numbers section.

I want to change my tariff…

To make amendments to your tariff, you will need to contact your mobile phone network directly to discuss your options. You will find their contact number at the top of the bill. Alternatively, you can obtain the number from the Useful Numbers section.

I have received an incorrect bill…

If there has been an error with your bill, or you have any other bill related query, you will need to contact your mobile phone network directly as we do not have access to your billing accounts. You will find their contact number at the top of the bill. Alternatively, you can obtain the number from the Useful Numbers section.

I have changed my tariff with my network but I have an issue with the new bill…

If you have any bill related query, you will need to contact your mobile phone network directly as we do not have access to your billing accounts. You will find their contact number at the top of the bill. Alternatively, you can obtain the number from the Useful Numbers section.

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. simarena 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.

Are there Network Coverage Problems in my area?

simarena does not have access to detailed information about network coverage or current problems with coverage. Please call your network or check on their website.