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Shipping, Delivery and Returns

Dispatch & Delivery

 

1. All UK orders are dispatched (depending on delivery option chosen during checkout process) by Royal Mail RECORDED delivery:

  • Economy Delivery (Royal Mail 48 Signed For) – delivery time 3-7 working days
  • ExpeditedDelivery (Royal Mail 24 Signed For) - delivery time 2-4 working days
  • Express Delivery (Royal Mail 24 Signed For) – dispatch time 0-1 working day (Saturday delivery not guaranteed)

2. All International orders are dispatched (depending on delivery option chosen during checkout process) by Royal Mail:

  • International Airmail [no tracking information] – delivery time 3-14 working days
  • International Airmail Signed For™ [track & trace *] – delivery time 4-14 working days

SORRY but due to instant delivery problems (lost in the post, damaged in transit) we are unable to ship to FRANCE.

Shipments to Europe and Worldwide are subject to the country’s importation regulations and EL-CIGARETTES® will not accept liability should the goods fail to clear customs for any reason. EL-CIGARETTES® will not accept liability should the goods are subject of any import duty charges.

3. Delivery times are not guaranteed, they are estimates. Delivery time is a time from dispatch to delivery. Our lead time (from receiving an order to having it prepared for shipping) is between 0-5 working days and the order is being dispatched on the following working day. We aim to dispatch most orders received by 0100PM on a working day not later than on following working day as most items are in stock, but please allow up to working 7 days. You will be contacted regarding expected dispatch time while any delay longer than this timeframe may occur.

4. Once your order has been dispatched, you will be sent a dispatch confirmation email with details of your order. For all UK orders signature will be needed upon arrival. Please allow 10 working days (14 working days for International Customers) before contacting us, as sometimes it will take a while for the Post Office to deliver, or indeed fail to deliver and return the item/s to us. Please note that a dispatch confirmation email may be sent to you before the order is actually delivered to Royal Mail Post Office (usually this can happen outside the normal business hours).

5. We take no responsibility for delays or non-delivery if the address or postcode supplied is not correct. 

6. If any orders are returned by the mail company due to an incorrect address on your part or due to not being collected on time, there will be additional delivery charges to re-ship your order or - additional re-stock charges.

Returns and Refunds


Refunds cannot be offered for the e-liquids if the seal on the bottle has been broken.

We will accept other UNUSED items (with any seals and shrink-wrap intact) for return for any reason within 14 days, even if you have just changed your mind. You will normally be refunded within 28 days less postage element

Refunds cannot be offered if ANY of the goods have been used or have any signs of use. 

To organize your return, please email us at claims@el-cigarettes.co.uk quoting your Order Number. All returns must obtain an RMA (return merchandise authorization). Please do not return items without this as they want be accepted.

Defective Goods

The Buyer shall inspect the Goods immediately upon receipt and shall notify the Seller within 3 working days of delivery, confirming in writing via email to claims@el-cigarettes.co.uk and quoting the Order Number if the Goods are damaged, incomplete or defective.

If you have a faulty item we will send you a relevant spare part rather than returning the full product. If element of the kit is not working then please contact us at claims@el-cigarettes.co.uk for a replacement, quoting the Order Number. If you are not sure whether the item works the way it should then please contact us at claims@el-cigarettes.co.uk for an explanation / resolving, quoting the Order Number. We may ask you to send the faulty item back to us before any replacement can be issued. If we don’t ask you to return the faulty item, you are still expected to keep it with you for further 30 days of issuing a replacement, in case we’ll need it back. All unjustified returns will bring postage costs which will have to be covered by the Buyer before the Goods are sent back to them.

RETURN POSTAGE HAS BEEN PAID BY US. All the returned goods are to be sent back to us using original envelope unless differently advised.

We do not intend to collect any returns undelivered to us and held at Post Office due to insufficient postage paid by the Buyer.

 

*Track & Trace information abroad is, as yet, not generally available with International Signed For™. From June 2011, the following countries will have tracking overseas; a scan on arrival into the country and on delivery: Austria, Belgium, Canada, Denmark, Ireland, Finland, France, Germany, Hong Kong, Hungary, Japan, Luxembourg, Netherlands, New Zealand, Poland, Singapore, Slovakia, Sweden and Switzerland.


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