Delivery expectations
Delivery starts automatically once your payment has been confirmed: you receive the code or a claim link by email. For an eSIM, the QR code and installation details appear in your order details.
Some orders are checked by our team before delivery, for example large orders from new accounts. If an order is declined in the review, it is not delivered and your payment is refunded.
- Gift cards and eSIMs are delivered digitally; merchandise is shipped by its seller
- With an account, delivered codes also appear under Orders
- Contact support if your email does not arrive
Refunds
Delivered or revealed codes and delivered eSIMs cannot be returned, exchanged, or refunded. A refund applies only in these cases:
- The code is demonstrably invalid when delivered, or the eSIM demonstrably cannot be installed or activated
- The order is not delivered, for example because it is declined in our review
- Mandatory law gives you a right to a refund or replacement
Gift cards & eSIMs
Gift cards are region-locked, so check the redeem region before you buy. For eSIMs, check that your device supports eSIM, is not SIM-locked, and that your destination is covered. If a code does not work, contact support right away with your order number.
- Check the redeem region, or device and coverage, before buying
- Contact support immediately if a code is invalid
The binding rule is in our Terms of Use, section “Cancellations, returns, and refunds”.
Merchandise (physical items)
Merchandise such as plush toys is sold and shipped by the seller named on the product page. We ship to Germany, the other EU countries, the United Kingdom and the United States; the checkout shows the shipping cost for your country before you pay, one charge per seller.
Once your order has shipped, you get an email with the carrier and tracking number. If you are a consumer in the EU or the UK, you can withdraw from the purchase within 14 days of receiving the item without giving a reason; contact support with your order ID and send the item back unused.
- Shipping cost and delivery countries are shown at checkout
- Tracking by email once the seller has shipped
- Damaged or wrong item: contact support with photos and your order ID
- Support arranges the refund once the returned item has arrived
