Frequently Asked Question
I just placed my order. When will it be dispatched?
Our fulfilment centre is now open and our team is working hard to dispatch all orders. Please note that we are still experiencing very high order volumes at the moment, and therefore we cannot always guarantee same-day dispatch.
Royal Mail, UPS and Fedex are continuing to deliver all items, although there are some delays across all services, and tracking information is not always being kept updated.
Time windows for delivery, such as next day delivery, are no longer guaranteed.
Will the Corona Virus affect my delivery?
Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus. From experience with other coronaviruses, we know that these types of viruses don’t survive long on objects, such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.
We are actively monitoring this rapidly evolving situation. We take the health and safety of our people very seriously. We have provided guidance to our people, our customers and communities in which we operate, to help prevent the spread of any infection. We are doing so in line with preventative guidance from Public Health England.
Signing for and receiving items
In order to protect both our people and customers as much as possible, we will not be handing over our hand-held devices to customers to capture signatures. Postmen and women will instead log the name of the person accepting the item. This will apply to all deliveries that require a signature.
Additionally, for all customers (including those who are self-isolating) where we need to deliver any parcel that won’t fit through your letterbox, we will place your item at your door. Having knocked on your door, we will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside.
If you are unable to come to the door at all we will issue a ‘Something for You’ card, advising of other ways you can arrange to get your item. For example, by getting a friend or family member to collect the parcel from our local Customer Service Point on your behalf. In this situation, and to keep your mail as secure as possible, they will need to bring along the card we left you and a form of ID in the name of the person the item is addressed to. Full information on acceptable forms of ID can be found hereOpens in a new window.
Do you offer full warranty support?
Yes! Our in-house technicians can solve any problems or faults right here in the UK, saving you the hassle of shipping your vape abroad if it goes wrong.
Just fill out our warranty enquiry form here, and let us handle the rest! If you would prefer to send your vaporizer back to the manufacturer that’s totally cool as well.
If you get stuck, please email us or give us a call at 0345 5480 420
Our office hours are 9am - 7pm | Mon - Sat
What if I don't like the product?
If you are not 100% happy with your purchase, you can request a refund or exchange if your item is unused and in the original condition you received it. You can read our returns information page here