Complaints Procedure

We want every order to go right. If something didn't, this is how to tell us and what happens next. Travel eSIM Store is a trading name of NOVATORA MARKETPLACE LTD. This procedure is operated by NOVATORA MARKETPLACE LTD, a company registered in England and Wales under company number 17451698, with its registered office at 20 Wenlock Road, London, N1 7GU, United Kingdom.

1. Tell us

Email support@travelesimstore.com with your order number (or payment reference), the email on your account, the ICCID if the eSIM is installed, and what went wrong. Screenshots help.

2. We acknowledge within 24 hours

A person replies within 24 hours to confirm we have your complaint and who is handling it.

3. We resolve within 14 days

Most complaints are resolved within 2 business days. If one needs investigation — for example with our network partner — we give you a final answer within 14 days, and tell you what we will do: fix the connection, issue a replacement eSIM, refund in full to your card, or explain why we can't.

4. If you are not satisfied

Reply to our final answer and a director will review it within a further 14 days. You also keep all your statutory rights: you can contact your card issuer about a payment, or get free advice from Citizens Advice (UK) or your local consumer body.

See also our Refund & Cancellation Policy and Delivery Policy.