Delivery & Returns
DELIVERY AND RETURNS
FREE DELIVERY is available depending on the service used and your order total.
Order Dispatch Process:
Orders are dispatched via either Royal Mail or DPD with “signature on delivery” for security reasons.
Orders dispatched daily on weekdays only (excluding public holidays) Orders received by 9am (EST) will be dispatched the same day.
Once your order has been dispatched, we will send you an email with your tracking before the end of the day.
Please check your “Inbox” and your “Junk Mail” from your tracking number as this it is an automated e-mail.
Track your delivery at:
When Will I Receive My Order:
Orders sent with DPD should be delivered the following business day from when your order is dispatched (unless there are unforeseen delays).
Orders sent by Royal Mail should be delivered within 1 – 2 business days from when your order is dispatched (unless there are unforeseen delays).
If you have not received your order within 7 business days, please email us at firstname.lastname@example.org and include your order confirmation number.
Delivery times may take longer in some rural areas.
The Vape Store ships orders UK wide only.
Make sure your delivery address is full and correct to avoid delays.
Royal Mail or DPD will not leave orders unattended, so please ensure someone is present at your delivery address to accept your order.
Royal Mail or DPD will leave a notification card if no-one is present to accept your order. Please ensure your order is collected from your local Post Office within the specified timeframe on the notification card, otherwise your order will be returned to us. A re-delivery fee will be charged to re-send your order.
Orders can be delivered to your workplace. Orders are packaged discreetly and the contents are not visible on your package.
Delivery Policy :
We aim to get all orders placed before 3pm dispatched the same day (Monday-Friday), however this is not always possible.
Please note that the delivery duration is calculated from the point of dispatch, rather than when the order was placed.
Please note, we cannot take responsibility for parcels that go missing during transit. No replacements or refunds will be provided in these cases.
On rare occasions, parcels can be subject to delays, damage or loss during shipping to you. Please get in touch with us as soon as possible regarding delivery issues, as we will not be notified until the situation is brought to our attention.
We aim to deliver all of our orders within the estimated delivery duration. If for any reason we cannot deliver your orders within the specified time, we will inform you right away. Our delivery partners include Royal Mail and DPD.
In the unlikely event that you have not received the parcel, we would kindly ask you to wait 7 days from the estimated delivery date before contacting us. Courier services can occasionally experience some unexpected delays, which unfortunately we do not have any control over.
The delivery duration applies only your order has been dispatched, as opposed to when the order was placed or created.
Need help? Email us at email@example.com
All return and replacement queries should be emailed to: firstname.lastname@example.org
Please make sure to include the order number in all correspondence regarding returns.
If you have received items that were damaged in transit, please get in contact with us as soon as possible. We will advise you of the next steps. The goods may be eligible for replacement or refund.
Errors and shortages must be notified within 3 days of receipt.
In the event that you have received a faulty item, you must notify us within 30 days of the goods being received. If you inform us of the faults after the 30 day period, then we are unable to accept returns.
Prior to contacting us regarding a faulty or damaged product, please obtain as much information as possible about the faulty product, including pictures where applicable. This will help us to get the situation resolved as quickly as possible.
If you change your mind and wish to return the item, please inform us within 30 days of the goods being received. In this instance, we can only accept returns if the items are in brand new and unused condition. You will be liable for returns costs.
If the returned product is not in the condition in which it was posted, then we reserve the right to refuse the return, or to issue a partial refund after assessing the items for damages.
We provide warranty for all products for up to 90 days from the date of purchase, except for e-liquids and clearance products, for which warranty does not apply.
No warranty is offered on tanks and coils as they are considered “consumables” (designed to be used and thrown away after a certain amount of uses). A DOA (dead on arrival) policy of 36 hours upon receipt applies.
Damaged and faulty items must be returned to us for inspection. Return labels will be provided for faulty products. However we are unable to cover return costs for accidental orders or buyers having changed their mind.
For all returns, we will send you a "Return Form". Please fill in the return form and send it with the item returned. If we receive any product without a return form then this will result in a delay in processing your return. Please make sure they include the return number provided on the return form. The return number is same as your order number.
You will be responsible for any damages caused to the items in return transit by inappropriate packaging.
We will do our utmost to be fair in all instances, and to help you resolve any problems that you may experience. Our main goal above anything else is complete end customer satisfaction.
Please note: We do not allow customers to return the products prior to delivery. They will be unable to return the goods back to the driver/courier upon arrival, as this may lead to a lengthy returns process, and there is no guarantee that the returned goods will reach us. If you change your mind regarding the product, please wait until the order has been received and use the returns process as described above.
Need help? Email us at email@example.com