As soon as you place an order for a new SMARTY SIM on either the web or our App, you’ll receive an email from us confirming your order. As soon as it’s left the warehouse, you’ll receive another email confirming it’s been dispatched.
All our deliveries are handled by Royal Mail First Class, so we won't receive any tracking information about the delivery of your SIM after it’s been dispatched. Please note, over the Christmas period you may find you're waiting a little longer than expected to get your hands on your new SMARTY SIM.
If you place an order within a business day (Monday-Friday 8AM-5PM) it should be delivered to you within 2 business days. Outside of that, it might take an extra business day, or longer if it’s a Bank Holiday.
Please allow at least 5 business days before getting in touch as your SIM may still be in transit.
Make sure that your delivery address is displayed correctly on the settings page of your dashboard or on the SMARTY App. Click on Account Settings then Edit your details and you'll be able to update your postal address in a flash.
Should your address contain any special characters ( @, ‘,?,!,”) try to remove these. If that is not possible, please contact our customer support team via the chat function, for some additional support.
If you've checked that your address is correct, and you have not received your SIM card after 5 business days, your SIM may have been lost in transit. Don’t worry, we’re here to help. After 5 days have passed, follow these steps to order a free replacement SIM.
⚠️ Very important: Please DO NOT request a replacement SIM if you are currently in the process of porting your old number to SMARTY. Wait for the port to fully complete.