Digital Delivery & Fulfilment Policy

Last updated: 8 August 2026

MadaCell sells digitally delivered travel eSIM products. No physical SIM card or physical product is shipped.

1. How Your eSIM Is Delivered

After your payment has been successfully processed, your eSIM details will be delivered electronically.

Depending on the product and checkout method, delivery may include:

• an email containing installation information;

• a QR code;

• manual eSIM installation details;

• direct or one-tap installation where supported; or

• access to installation information through the MadaCell website or customer area.

2. Delivery Time

Most orders are processed shortly after successful payment.

In some circumstances, delivery may take longer due to payment verification, fraud-prevention checks, technical processing or temporary supplier/system delays.

Please ensure the email address supplied at checkout is correct.

3. If You Have Not Received Your eSIM

If you cannot find your eSIM:

1. check your spam or junk folder;

2. confirm that you are checking the email address used at checkout;

3. search your inbox for MadaCell; and

4. contact MadaCell support if it is still missing.

Please do not purchase the same plan again solely because an email has not arrived before contacting us, unless you intentionally want an additional eSIM.

4. Fulfilment

An order is digitally fulfilled when the purchased eSIM or the information necessary to access/install it has been made available to you through the delivery method applicable to your order.

Digital fulfilment is separate from plan activation.

Receiving or installing an eSIM does not necessarily mean that the plan's validity period has started.

5. Activation

Unless the relevant product states otherwise, a travel eSIM's plan generally activates when it connects to an eligible supported network in its covered destination.

Some plans may operate differently. Any activation information displayed for the specific product takes precedence.

6. Install Before You Travel

Where supported by the relevant plan, we recommend installing your MadaCell eSIM before travelling while you have a reliable internet connection.

Do not activate settings unnecessarily before you need the service, and follow the instructions supplied with your particular plan.

7. No Physical Delivery

MadaCell eSIM purchases do not include:

• a physical SIM card;

• postal delivery;

• courier delivery; or

• collection from a physical location,

unless expressly stated otherwise.

8. Incorrect Email Address

Customers are responsible for providing accurate contact information at checkout.

If you entered the wrong email address, contact MadaCell support with your order details. We may ask you to verify information associated with the order before providing access to the eSIM.

9. Technical Delivery Problems

If a technical issue prevents us from supplying your purchased eSIM, we will take reasonable steps to resolve the problem.

Where we cannot fulfil the order, we will provide an appropriate remedy, which may include replacement or refund.

10. Contact

For delivery assistance, contact MadaCell using the support details provided on our website.

MadaCell
United Kingdom