Shopping with us

• Say hello to more savings with the 2.5% VAT reduction
• Buying a phone online
• Delivery
• Payment
• Our 28 day Customer Satisfaction Guarantee
• Our full 12 month warranty
• Our commitment to excellent service
• How we listen to you
• The Direct Debit guarantee
• Our online shopping terms and conditions

Say hello to more savings with the 2.5% VAT reduction

The VAT rate has been reduced from 17.5% to 15%, and to make sure that you can make the most of it, Virgin Mobile will be passing on the reduction to our customers.

What can you save on?

When you buy a Pay As You Go or Pay Monthly phone from us it will now cost you even less. That's because we've reduced our prices, in line with the new 15% VAT rate. Plus, you can save on SIM cards too. Make the most of the VAT saving when you shop with Virgin Mobile online, over the phone or in one of our shops.

And there's more great news – you can save on call charges too! Since VAT's been reduced from 17.5% to 15%, you'll see those savings, no matter how you pay for your mobile. If you Pay As You Go, you'll get extra credit every time you top up, so it all adds up to the right VAT. If you Pay Monthly or by Direct Debit, your VAT savings will be shown on your monthly bill as a credit. Simple!

Buying a phone online

It couldn't be easier.

After a Pay Monthly contract? 

Pick your phone, then choose your tariff and we'll help you set up your Direct Debit online. Find out how to pay.

Or prefer to Pay As You Go?

Grab any phone you fancy and pay by credit or debit card online. You'll be able to start using our great value Pay As You Go tariff as soon as your phone arrives. Plus, if you make loads of calls to other UK networks, you can add an airtime bundle too.

Delivery

When is it delivered.

• Ordering a phone? We'll do our best to deliver to UK addresses within 24 hours, any day except Sundays and public holidays. If the next 24 hours isn't good for you, you can ask us to deliver any day in the next 21 days.
• SIM cards and orders for accessories only are delivered by first class post.
• To protect your goods we only deliver your items to the UK address to which your form of payment (debit card, credit card or direct debit) is registered. 
  

How it's delivered.

• If your order contains a phone it'll be delivered by secure courier. So that we know that it's arrived safe and sound we must have a signature upon delivery.
• Ordered a SIM card or accessory on its own? It'll be delivered by Royal Mail, first class.
  

What it costs.  

• Orders that contain a phone cost £4.88 per order.
• Orders for Pay As You Go or Pay Monthly SIM cards or accessories cost just 97p per order.

Payment

Please note that for payments by card for products ordered on our website, the name on the card must match the owner of the phone account. If this is not possible for you please visit one of our high street stores where we'll be very happy to help.

Our 28 day Customer Satisfaction Guarantee

Our 28 day Customer Satisfaction Guarantee lets you exchange your joining pack or phone for a different one of the same value or get a full refund, less any airtime youve bought. We will even send you prepaid packaging to post it back.

If you Pay As You Go you will be charged for any airtime you have used according to our Pay As You Go tariff.

If you Pay Monthly you will be charged for any airtime you have used. Calls and texts prior to return will be charged at 25p per minute and 8p per text.

If you bought it direct from us or through the web:

• Give our team a call on 0845 6000 789
• Well send you some prepaid packing to post it back
• Send us your phone - 'as new' in its original packaging, with proof of purchase

If you bought it from a shop:

• Return the phone to the shop - as new as in its original packaging, with proof of purchase

This is an additional benefit that doesn't affect your statutory rights. Just check out our 28 day Customer Service Guarantee if you need clarification on anything.

Our full 12 month warranty

If your new phone goes wrong within that period and it is covered by the warranty, we'll do all the legwork for you to get it fixed. If you do need a replacement phone, we'll provide you with one that's 'as new'. If it's not covered we'll advise you on what to do. However, if your phone was bought from a shop, you'll need to take it back there and a different returns policy may apply. Please check direct with the store.

The full terms of the Virgin Mobile warranty are in the joining pack you'll receive with your phone.

The 12-month warranty is an additional benefit and doesn't affect your statutory rights.

Our commitment to excellent service

We're committed to providing you with great service.

So to help ensure you always receive the service you expect, Virgin Mobile have joined the Telecommunications Ombudsman scheme. This is a voluntary independent body set up to help resolve any problems with your service, if the need arises. For more information, you can visit http;//www.otelo.org.uk

How we listen to you

We value all our customers and all their feedback, whether it’s good or bad.

If any of our customers do have any complaints, we do our best to resolve them as soon as possible. All emails are acknowledged immediately, with a personal reply sent within 24 hours. Letters are answered within 4 days, but usually sooner.

We'll continue corresponding with our customers to keep them up to date with what’s happening, but this isn’t usually necessary - 95% of all our replies confirm that their problem’s been resolved!

The Direct Debit guarantee

• If an error is made by Virgin Mobile or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid. This guarantee is offered by all banks and building societies that take part in the Direct Debit Scheme.
• The efficiency and security of the scheme is monitored and protected by your own bank or building society.
• If the amounts to be paid or the payment dates change, Virgin Mobile will notify you seven working days in advance of your account being debited or as otherwise agreed.
• You can cancel a Direct Debit at any time by writing to your bank or building society. You'll also need to send a copy of your letter to us. We'll send a copy of this guarantee as part of your confirmation letter.

Our online shopping terms and conditions

Looking to buy a Virgin Mobile goody online? Fantastic, you might like to check out our online shopping terms and conditions if you need clarification on anything.