Please read the information below before contacting us
In these incredibly challenging times, we’re all having to constantly adapt to rapidly changing circumstances. The closure of vape shops recently came as a surprise to many (other countries have allowed vape stores to remain open) and has resulted in far more people going online to buy their vape supplies. As a result, we’re now processing far more orders than usual, with reduced staff numbers as we’ve had to spread our shifts to maintain social distancing protocols.
We’ve added some relevant FAQs below and would be very grateful if you could check these before getting in touch, so we can devote all of our resources to processing your orders as quickly as possible.
If your order still says ‘Processing’
We will get to it as soon as we possibly can. We’re processing orders on a ‘first come, first served’ basis so will get to yours as soon as physically possible.
If your order has been dispatched
If you’ve received an email saying that your order has been dispatched, this means it has been collected by Royal Mail, and they will be in the process of delivering it to you. Royal Mail provide us with very limited tracking on standard items and only advise us once they have been delivered.
We have no way of getting updates as to when orders will be delivered once they have entered Royal Mail’s system, as only they have this information.
You can check whether or not Royal Mail have attempted to deliver your order here
using the tracking number that you will have received in your Dispatch email.
It is possible that Royal Mail may be able to give you some additional information about when your order will arrive, but please bear in mind they too will be receiving an unprecedented volume of calls. Their customer service number is 0345 774 0740.
How long will Royal Mail take to deliver?
Normally Royal Mail deliver the vast majority of 1st Class items the next working day. These are not however normal times, and Royal Mail are struggling to cope with massively increased volumes and staff absences exceeding 50% in some offices.
Where normally you would expect to receive your order 1-2 days from dispatch, that is currently probably more like 3-4 days, and longer in some cases.
If you need your order urgently, we recommend selecting Royal Mail Special Delivery at the checkout. Please see the additional info below
How long should you wait before contacting us?
Under normal circumstances Royal Mail say that, if an item hasn’t been delivered after 7 working days, it can be considered lost. Under current circumstances this would probably be more like 10 days. If your order has not been delivered, and 10 working days have elapsed since we dispatched it, please send us a message using the form below, and we’ll either re-send the order or refund you as per your preference.
Is Royal Mail Special Delivery still working?
Yes, however the 'guaranteed' delivery element has been removed. Royal Mail will still treat Special Delivery post as high priority items but, as of 19th March, they no longer guarantee delivery by 1pm the next working day.
Can we take orders over the phone?
We’re receiving many calls every day from people who’d like to order by phone but, unfortunately, we simply don’t have sufficient staff to process phone orders at present. We’d love to help but phone orders are more time-consuming than internet orders to process and we’re working flat-out as it is. We hope to be able to offer this service at some point in the future.
Have a problem or need help? Simply drop us an email at firstname.lastname@example.org or use the contact form below and we will get back to you as soon as we can. Please include your order number if you have one.
You can also call us on 0203 870 4346
For returns please visit our returns page.
For delivery information please visit our delivery page.
Our trading address is below, please use this address for all returns or if you need to write to us.
92 Oldfields Road,
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