Shipping and Returns

Shipping and Delivery

All of our orders are shipped via Royal Mail and all orders placed before 4pm are dispatched on the same day, Monday to Friday. Any orders placed after 4pm on Friday or on Saturday/Sunday will be dispatched on the next working day, Monday excluding bank holidays.

COVID-19 Update & Easter Bank Holiday Shipping Information

Updated 01/04/21 – In line with the latest Wales Government announcement our brick and mortar stores will be reopening to the public on April 12th 2021.

Until then we will continue to ship all order as usual and our Click & Collect service will be available Monday to Friday from 10am to 5pm excluding the Easter Bank Holidays.

As Royal Mail are closed on bank holidays, unfortunately, we are unable to dispatch any orders placed over the Easter bank holiday until the next working day. Therefore, any orders placed after 4.30pm on Thursday 1st April will be dispatched on Tuesday 6th April 2021.

As we are unable to ship orders over the bank holiday, our stores will also be closed for Click & Collect from Good Friday 2nd April through to Easter Monday April 5th 2021.

All orders received for Click & Collect over the Easter weekend will be available to collect from 10am on Tuesday 06th April 2021.

Our website remains operational throughout and our Click & Collect service will re-open for collection from our Bridge Street Store in Cardiff town centre on Tuesday 6th April and from 10am – 5pm and will be continue to operate until we are able to reopen the stores on Monday 6th April.

For full information about our Click & Collect opening times, please see our COVID 19 update here.

Click & Collect Service

We are now operating a Click & Collect whilst the stores remain closed as part of the Alert Level 4 Lockdown.

You can place your order for collection by selecting the Click & Collect shipping option in the cart online. You then have the option to pay by card in advance or to pay on collection. You are also welcome to place your order over the phone by calling 02920 372687.

Collection is available from 10am to 5pm, Monday to Friday excluding Bank Holidays. All orders are to be collected from the town store on Bridge Street, CF10 2TH.

Once your Click & Collect order has been received, we will pack your order and you will receive an email to confirm your order is ready for collection. We aim to have all orders ready straight away and should you not receive an email with half an hour during opening times, please check your junk folder. If you have not received a confirmation, it is likely there was an issue with the email address so please assume your order is ready for collection and head to store.

Upon collection from the store, please come to the door and ring the bell. We will have your order packed and ready for collection at the door and we will hand your order safely to you and take payment if necessary at the door.

If there are other customers collecting their order upon your arrival, we kindly request that you remain socially distanced until the door is clear before approaching to collect your order.

Covid-19 Delays

Royal Mail have received an unprecedented workload due to COVID-19. Whilst all of our orders are being dispatched and collected as usual, there may be some delays, particularly to the standard and free shipping services. We have upgraded our shipping options and are now offering free Royal Mail 24 delivery on all orders over £30. Whilst this is normally a next working day service and always within 3 working days, some services are delayed as a result of the current situation and may take longer to arrive. We can only apologise for the inconvenience if this is the case with your order and thank you for your understanding.

 

Standard Delivery Options

The range of delivery services offered are displayed in the following table.

Delivery Option
Delivery Terms
Insurance Cover***
Cost
Click & Collect*

COLLECTION FROM JAMES STREET CURRENTLY UNAVAILABLE

Order will be ready for collection within 1 hour of placing from the Town Store ONLY in Bridge Street on Monday to Friday between 10am – 5pm (excluding bank holidays)

 

N/A FREE
Royal Mail 24 Aim to deliver the next working day and usually arrive within 3 working days**, not tracked or recorded. £20 £2.50
(Free for orders over £30)
Royal Mail Tracked 24 Delivery in 1 working day** delivery for orders placed before 4pm. Fully tracked service. £50 £3.90
Special Next Day Guaranteed Guaranteed next working day** and includes additional insurance for orders placed before 4pm. £500 £8.50
Special Delivery Saturday Guaranteed Guaranteed by 1pm on Saturday for orders placed on a Friday before 4pm Only. For any other weekday please select Special Delivery Next Day Guaranteed. £500 £11.00
International **** +  Location dependent £250 £12.65 to EU++

For other destinations please contact us

*Please bring your confirmation email, payment card or proof of ID when using the collect in store service. We will not be able to hand over any goods without proof of purchase.

**Working days are defined as Monday – Friday excluding public and bank holidays. All orders placed on Saturday and Sunday will be processed and dispatched on the next working day, normally Monday excluding Bank Holidays. We request that orders are placed before 4pm UK time to ensure that delivery is sent out on the same working day. Orders placed after 4pm will be treated as having been placed on the next working day although we will endeavor to send out goods as quickly as possible following receipt of order. If you have an urgent requirement after 4pm please contact us.

***Please note all of our delivery services are covered in line with the insurance cover offered by Royal Mail dependent on which delivery option is chosen. More information can be found here. We recommend that you choose the delivery option that covers your order cost in full as we will only replace or refund goods up to value of the insurance listed in the table should something go wrong that is out of our control.

****Our International delivery service runs in line with the available Royal Mail international delivery service. The option of tracked, Signed for, and Tracked and signature services are dependent on the delivery destination. More info on the available International delivery services to specific locations can be found here (https://www.royalmail.com/personal/international-delivery/international-tracked-signed/coverage)

+ If an item is returned to us by your local customs office we can provide a refund minus any postage costs incurred by ourselves. If an item is seized by your local customs office this will be the responsibility of the customer to resolve the issue.

++ As a result of the TPD regulations, cross border sales within to EU are now restricted to member states that permit cross border sales and registration. Unfortunately we are no longer able to offer international shipping to a number of EU Member States that do no permit cross border sales or states that we are not registered for cross border sales. All possible destinations that we can ship to are available from the drop down menu at the cart. For further information please see the list of allowable EU member states here. Please note that we may still not be able to ship to states listed due to registration or product restrictions and we apologise in advance for any inconvenience.

All domestic delivery options are only available in the UK Mainland. For any orders to UK Overseas Territories please select International Shipping as we are unfortunately unable to offer the same services in line with Royal Mail’s delivery options.

Bank Holiday Weekend Postage Update

As Royal Mail are closed on bank holidays, unfortunately, we are unable to dispatch any orders placed on Bank Holiday weekends until the next working day. We sincerely apologise for any inconvenience this may cause and hope you understand our hands are a little tied at this time. Although our phone lines will be closed over the bank holiday weekends, we will be checking emails, so please contact us via [email protected] and we will do our best to get back to you ASAP. Many thanks.

Shipping Confirmation

You should receive a confirmation email from us once your item has been shipped. If you have selected the Tracked 24 service, you will receive a second email shortly after that included your tracking information. Please do not hesitate to contact us at any time during the delivery process if you have any queries or questions about your order. If your order has not arrived within 2 working days of the expected delivery date or you require any further information regarding shipping or returns, please contact us here.

Order Cancellation, Returns & Refunds

All orders are covered under the Consumer Contracts Regulations and you have the option to cancel your unused order up to 14 calendar days following receipt of your items. Should you wish to cancel your order please do so via the order cancellation page at the earliest opportunity and quote your order number on all correspondence.

Please note we are unfortunately unable to accept any returns of e-liquid or drip tips for hygiene and health and safety reasons. Should the occasion arise where we have sent out the incorrect e-liquid we will happily send out a replacement upon confirmation of the incorrect product immediately at no additional cost to the purchaser.

For us to issue a refund or an exchange for any cancelled order the purchaser must return the goods unused, undamaged and in a saleable condition to us at the earliest opportunity and no longer than within 14 calendar days of cancellation. It is the purchaser’s responsibility to return the item(s) within the 14 calendar days and to pay for the cost of shipping for the return.

Once the returned goods have been received and are confirmed to be in an unused, undamaged and saleable condition we will happily refund the cost of the item(s) and the basic delivery cost. Please note we are not able to refund any additional delivery costs than the basic 2nd class shipping rate.

In the unfortunate event that your items prove to be faulty when received we request that you contact us prior to shipping any faulty items as we will do our best to understand the fault via email or other means and speed up the replacement process.

In the event that we require the faulty items to be returned to us then we request that this is done within 14 calendar days. Following receipt, should the items prove to be faulty, we will happily send out a replacement without charge and/or refund any reasonable cost you may have incurred when returning the faulty item(s) to us. We will also happily offer a refund in full for the cost of the item should this be the preferred option of the customer.

Pleas/e note that all of our batteries, chargers, tanks and mods have a 30 day warranty that covers electrical faults only. Damage to goods as a result of incorrect use or physical damage and wear and tear are not covered under this warranty./

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