Delivery Information

Delivery Information

We pride ourselves on our quick and efficient service. Our team have refined the art of picking, gift wrapping and carefully packing your orders over the last 10 years and we feel we have it down to a science in terms of both speed and accuracy. We use discrete packaging with no mention of vaping on the exterior and we always aim to process and ship your order the same working day so you shouldn't have to stalk the postal worker for your vape mail. ;-)

For same working day dispatch, place your order before 4pm GMT if you choose Royal Mail, and before 2:45pm GMT if you choose DHL Express.
In the event that we are aware in advance that we will not meet this target, or where any other situation exists that may affect the shipment or delivery of orders, it will be detailed on our Current Shipping Status information page. We do not post on Saturdays or Sundays.

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UK Delivery Options

UK Standard FREE on orders over £50*
Royal Mail First Class with delivery confirmation. May require signature depending on package value. Usually arrives within 1-5 working days after dispatch, although can occasionally take longer.
Order before 4pm for same day dispatch (Mon-Fri).

UK Special Delivery
Royal Mail Special DeliveryTM Next-Day Guaranteed by 1pm**. Includes up to £500 insurance for loss or damage.
You should receive your order the next working day after dispatch.
Order before 4pm for same day dispatch (Mon-Fri).

UK Saturday Guaranteed
Royal Mail Special DeliveryTM Saturday Guaranteed**. Includes up to £500 insurance for loss or damage. You will receive your order on the first Saturday following dispatch. You must order before 4pm on a Friday to be in time for delivery the following Saturday.

DHL Express
Fully tracked premium 1-2 day service. Order before 2:45pm for same day dispatch (Mon-Fri).

Click & Collect
Free collection for customers local to us in Chesham.
See Click & Collect for information.

Also see UK Specific Terms and Further Information below.

International Delivery Options

Royal Mail Airmail Signature required
Includes up to £250 insurance for loss or damage.
Usually arrives within 4-15 working days after dispatch, although can occasionally take longer.
In most cases, packages sent by Royal Mail Airmail are not fully tracked during every stage in their transit once they've left the UK. If you require a fully tracked service, please select DHL instead.
Order before 4pm for same day dispatch (Mon-Fri).

Note: Royal Mail do NOT deliver to German Packstation addresses. Please select the DHL shipping option instead.

DHL Express
Fully tracked premium express service.
Delivery within 1-4 working days to the majority of destinations.
Order before 2:45pm for same day dispatch (Mon-Fri).

Also see International Terms and Further Information below.

UK Free Shipping Terms
Free First Class P&P is automatically applied at checkout if the goods in your cart are eligible and exceed £50 in value (after discounts and coupons) and you are shipping to a UK destination.
*Some higher value, heavy or bulky items may only be shipped by Special Delivery or DHL due to their size or their value, and such products are therefore excluded from the free First Class P&P offer.


** Special Delivery Notes
If you select to upgrade the shipping method to Royal Mail UK Special DeliveryTM Next Day you will receive your order the next working day after we ship it, which is NOT necessarily the same as the next day after you place your order. See Further Information below.
Royal Mail may attempt delivery on Saturdays at their discretion so if you order on a Friday, you may receive your package on Saturday or the following Monday. We normally dispatch Monday-Friday (excluding bank holidays), so if you order on a Friday afternoon/evening or at the weekend, your Special Delivery order will be dispatched on the Monday for arrival on Tuesday.

Please also see Special Delivery Exceptions.

For more information regarding this and other Royal Mail services, please visit www.royalmail.com.

 

Royal Mail do NOT deliver to German Packstation addresses. Please use DHL instead.

DHL Express delivery times
Examples of typical DHL delivery times are 1-2 days to USA, 1-3 days to most of mainland Europe, Canada & India, 3-5 days to Israel, Bahrain, Brunei and 3-6 days to Australia.
DHL Express shipments are fully tracked door-to-door.

VAT (sales tax)
If your delivery address is outside the EU, you will not pay VAT on the goods or the Postage & Packaging. Please also see International Customer Information.

Customs restrictions and seizures
Some destinations do not allow the import of vaping products. Please ensure you are aware of your local restrictions and understand that you order these products at your own risk. Customs in the Middle East and North Africa are particularly strict and they delay packages fairly frequently, sometimes even destroying them.

We cannot remove labels or packaging from e-liquids, or disguise the nature of products in any way for any reason, so please do not ask us to do so. You may wish to purchase liquids and hardware separately, a few days apart to try to reduce the risk of delays and/or seizure.

A commercial invoice detailing the products and their cost is automatically generated at time of shipment label creation, and this information cannot be disguised or altered. Please do not ask us to under-declare the value of shipments to try to save importation costs on your end.

If your delivery is delayed and there's a possibility your package has been refused by your local customs, we will do our absolute best to assist, but cannot be held responsible if they destroy the goods. If a package has been rejected and returned to us we will contact you to ask whether you'd like a refund, or for us to try resending it (at your own cost). If you opt for a refund, the actual postage costs and any payment fees we incurred will be deducted from your refund. These deducted costs may exceed the postage and packaging fee you originally paid. If products have been seized by your customs, we will be unable to refund you for them. We will not resend goods or issue refunds prior to receiving the return of an undeliverable package. So be sure to check your local regulations before ordering.

All delivery times quoted are from DATE OF DISPATCH, not date of order.

Working days are Monday to Friday only and exclude weekends and public holidays.

If we have to contact you to verify your age, this can cause a delay to the processing of your order. See Age verification for more details.

Tracking reference
You will receive email confirmation once your order has been dispatched with the package tracking reference located near the bottom of this email, underneath your order details. Please ensure you add our address to your spam filter exclusions or regularly check your filtered mail otherwise you may miss this email, particularly if you use gmail.

Making changes to orders
Please be careful to place your order accurately and if in doubt, please contact us to ask any questions you have about the products you're ordering, prior to placing your order. Please pay special attention to ensure your billing and shipping addresses are complete and correct. Once your order is placed it goes straight into our system and the shipping label is generated using a direct connection with the shipping provider. Although we do everything we can to pick up on errors/typos, and changes or special requirements you ask for by email, we deal with many hundreds of emails a day and can't guarantee to read and act upon yours before your order is already processed and on its way to you. At particularly busy times such as during a new product launch, changes to orders are unlikely to be possible at all.

Combining separate orders
Please be careful to take the time to order everything you need on a single order. Combining orders can cause mistakes, particularly if you have selected different postage options for each order, so we never absolutely guarantee this. Our system may automatically combine separate orders if they are processed as part of the same batch and we are not able to refund any postal charges if you've placed multiple orders and they have been combined automatically by the system during processing. If you have specific requirements regarding combining orders, or delaying dispatch, please ensure you leave a note in the order comments section and we will do our absolute best to accommodate your request where possible.

Signature Required
The following methods require signature on delivery:

  • DHL shipments to all destinations
  • International Royal Mail shipments
  • UK Special Delivery and Saturday Guaranteed

If a delivery has been attempted, and you weren't available to sign for the package and don't claim the package within a set period of time (this differs by country), the postal service will return the package to us. We will contact you in this instance to ask whether you'd like it resent (at your own cost) or refunded. If you opt for a refund, the postage costs we incurred on the unsuccessful delivery will be deducted from your refund (including instances where you received free Postage and packaging). We will not be able to resend your order prior to receiving the return of the undeliverable package. So be sure your address is correct and complete before you submit your order and that someone will be available at the delivery address to sign for the package.

Your specific delivery instructions
If you leave an instruction regarding delivery in the comments section regarding leaving a package in a "safe place", we will write your instruction on the package, but please be aware that it is up to the individual postal worker whether or not they will choose to follow your instructions, and because they are entirely responsible for obtaining a signature where required, they may not accept the risk of leaving packages without a signature in what they may regard as an unsafe place. The Citizens Advice Bureau do not recommend the practise of "doorstepping" packages, and because they have received so many complaints about packages having been left by postal workers and then stolen or damaged (left out in the rain), they have devoted an entire advice section on their site to this issue.

If you wish to arrange a permanent safe place option, we advise you to talk to your regular postie, or your local delivery office to set this up, and understand that this isn't a fail-safe option, since their temporary staff cover may fail to follow your safe place instructions on some occasions. If a delivery is attempted, and a card left to indicate this, we advise you contact them ASAP to collect the package, or rearrange delivery. If the package is returned to us, we will contact you to ask whether you'd like it resent (at your own cost) or refunded (minus the original P&P fee you paid).

Reporting non-delivery or loss
If you wish to query non-delivery, we ask that you please wait until the usual delivery time period has elapsed, as the shipping companies will not accept queries before this time.

We urge you to check our Current Shipping Status Page BEFORE you order for up-to-the minute information especially during seasonal periods.