How can we help you?

What devices can I get when joining Virgin Mobile?​

When you join Virgin Mobile UAE, you can choose from a range of the latest devices. Please visit the ‘Devices’ section​ in the app.

Can I get a device with any plan?​
Devices are typically bundled with annual plans. Availability depends on the offer at the time of purchase.​

How do I pay for my device?​

You can pay using: Credit Card – Apple Pay – Google Pay. Wallet payments are not supported.

When will my device be delivered?​

Your device will be delivered within 24 hours in most cases.​

​What if I need to change my delivery address?​

On the day of delivery, our delivery riders will contact you to confirm your delivery location.​

​Can I get a refund for my mobile phone order?​
You have a 3-day window from the date of delivery to request a refund. To be eligible for a refund, please ensure the following:​

The mobile must be returned in the same condition as when purchased, including all original packaging, with the seal unbroken​.

To initiate the refund process, please contact our customer care team.​

​Will I need my Emirates ID to place a mobile phone/router order?​

Yes – The device order is only available to EID holders.​

How can I purchase a device?​

You can purchase devices only through the Virgin Mobile UAE app.​

What devices can I buy?​
Existing customers with a mobile or home internet plan from Virgin Mobile can buy standalone devices.

​Is there a minimum plan requirement?​

No. There is no minimum plan value required to purchase a device.​

​Who is eligible to buy a device?​

Emirates ID holders only via the home delivery channel.​

​How many devices can I purchase?​

You can purchase up to 5 devices per category per Emirates ID every 12 months after each purchase.​

(exp: you can purchase 5 smartphones + 5 routers per EID)​

​Can I get a refund for my mobile phone order?​
You have a 3-day window from the date of delivery to request a refund. To be eligible for a refund, please ensure the following:​

The mobile must be returned in the same condition as when purchased, including all original packaging, with the seal unbroken.

To initiate the refund process, please contact our customer care team.​

​Will I need my Emirates ID to place a mobile phone/router order?​

Yes – The device order is only available to EID holders.​

What payment methods are accepted?​
Credit Card (mandatory 3D Secure authentication) – Apple Pay – Google Pay. Wallet payments are not allowed.​

​Can I buy for my child account?​
Yes, but payment must be completed using a parent account payment method (3D secure authentication is still required)​

​When will my device be delivered?​

Delivery is typically completed within 24 hours.​

​Can I collect my device from a store?​

No. Devices are delivery-only and cannot be collected from retail stores at the requested address.​

​What is the refund policy?​
You can request a refund within 3 days of payment:​

1. ​The device must be unused and sealed​
2. All original packaging must be intact​
3. Courier collection and inspection are mandatory​