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If you have any specific questions relating to your order, please email our customer service team at firstname.lastname@example.org.
Please read the following policy prior to getting in touch.
All shipping options are weight based.
We aim to get all orders placed before 4pm dispatched the same day (Monday-Friday), however this is not always possible. NO orders are dispatched at the weekends or public holidays. Any order placed after 4pm on a Friday will NOT be dispatched until the following Monday.
All Royal Mail orders are dropped off at our local sorting office at close of business. Royal Mail will ship these parcels as per their next collection time.
Royal Mail now use GPS tracking information, obtained when the item is delivered to confirm proof of delivery.
In the unlikely event that you have not received the parcel, we would kindly ask you to wait 7 days from the dispatch date before contacting us. Claims for a lost item, replacements or refunds cannot be processed until after this time.
We must be informed of all damaged or non received items no later than 14 days from dispatch. After this time no claims can be processed.
There are NO exceptions to this.
Please note that the delivery duration is calculated from the date of dispatch, rather than when the order was placed or created.
Courier services can occasionally experience some unexpected delays, which unfortunately we do not have any control over. Once in the hand of your chosen courier we have NO control over the parcel or its whereabouts.
Only the available shipping options for your order will be shown at the checkout. You can select the cheapest, or your desired method from there.
The shipping cost will be multiplied accordingly for orders that require more than one service.
Please note, we cannot take responsibility for parcels that go missing under the Royal Mail Standard (untracked) service. NO replacements or refunds will be provided in these cases.
Our orders are fulfilled using a variety of 3rd party couriers, depending on size, weight and destination. Unfortunately, on very rare occasions, the parcels can be subject to delays, damage or loss. Please get in touch with us regarding damages as soon as possible, as we will not be notified until the situation is brought to our attention.
We aim to dispatch all 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, Hermes & Yodel.
Europe includes every recognised European country, and ROW includes almost every country outside of this zone. Please note that international shipping duration is an estimate only, and it may vary from country to country. On some occasions, it may take longer than the estimated delivery time.
Please note that you will be responsible for All Taxes and Customs related costs in the destination country.
We highly advise you to check the destination country’s law relating to importing e-cigarette products, such as import taxes, duties and compliance, before placing orders.
Some products may require special licenses or permits to import, and we won’t be responsible for products rejected or confiscated by your local customs.