Shipping & Returns

Shipping

• Where we ship — across the European Union.
• Dispatch & delivery — devices are hand-configured to your order and typically ship within a few business days, with delivery in roughly 3–7 business days depending on destination.
• Packaging — plain, unbranded, and discreet. Nothing on the outside indicates the contents.
• Tracking — a tracking number is provided at dispatch.
• Customs & duties— none. We ship from Denmark to EU countries only, so your parcel never leaves the EU customs and VAT area: no declaration, no import VAT, no carrier handling fee, nothing to pay on delivery. The price you see is the price you pay. We don't currently ship outside the EU, including to Norway, Iceland, Switzerland and the UK.

30-day money-back guarantee

If your device isn't right for you, return it within 30 days of delivery for a full refund. This is a voluntary guarantee that goes beyond your statutory 14-day EU right of withdrawal — your legal rights are always unaffected.

• Email support@nordsecure.eu with your order number before sending anything back, and we'll guide you through it.
• Return the device in good, undamaged condition with all included accessories. We factory-reset and re-flash every returned unit, so normal use is fine — just take care of the hardware.
• Once we receive and check the device, we refund to your original payment method, typically within 5–10 business days.

Faulty devices

Every device is covered by the EU legal guarantee of conformity: if hardware develops a fault that isn't caused by damage or misuse, you're entitled to a repair, replacement, or refund. To start a claim, email support@nordsecure.eu with your order number and a description of the issue.

eSIM data plans

eSIMs are digital content, delivered instantly on screen after payment — nothing ships. Because you consent to immediate delivery at checkout, the EU 14-day right of withdrawal does not apply, and the 30-day money-back guarantee above covers devices, not data plans.

• Wrong plan or can't activate? Contact us with your payment ID (shown at purchase) before installing the eSIM — an unactivated eSIM can usually be replaced or refunded.
• A defective eSIM that never activates will always be replaced or refunded.
• Check your phone supports eSIM and is carrier-unlocked before buying — the plan pages include a compatibility checker.

Phone numbers & verification codes

Phone-number plans and one-time verification (SMS) numbers are digital services, delivered on screen straight after payment — nothing ships, and the 30-day money-back guarantee above covers devices, not these services.

• A phone-number plancan be refunded only while its eSIM is still uninstalled — contact us with your order ID before installing it, and we'll return it to the network.
• A verification (SMS) orderis refunded in full only where no number could be supplied at all. Once a number is issued and its included free retries are used, it can't be refunded, because we're charged per number whether or not a code arrives — which is why each service's delivery rate is shown before you pay.
• These numbers are single-use or short-term and aren't suitable for banking or any account you need long-term.