If you buy a replacement phone before your new SIM arrives, you'll need to purchase a plan with the phone. This is because your giffgaff account won’t have an active SIM and plan registered. The new phone will automatically come with a new SIM, which includes the plan you purchased.

However, activating this SIM will create a new number, so if you intend to keep your existing number, do not activate it. Instead, wait for the replacement SIM sent by our agents, which will arrive separately in a different envelope.

To help avoid confusion, an image of the replacement SIM envelope could be useful here. Once your replacement SIM arrives, contact one of our lovely agents, and they’ll arrange a refund for the plan you had to buy with your new phone. Refunds can take up to five business days to process.

If you don't want to buy a plan with your phone, you'll need to wait for your replacement SIM to arrive, and activate it. Once you've activated it, you can buy your new phone with us without needing to buy a new plan.