Delivery & Returns
Delivery
Online, Mail and Phone Order Sales
We endeavour to package goods well for delivery to ensure they stand the very best chance of arrival in new, unspoiled condition.
Nine times out of ten, if you order before 4.00pm Monday to Friday, we hope to get the delivery to you next day within the UK.
Saturdays we post out with Royal Mail at 11am hoping for delivery Monday morning.
We offer free tracked delivery on UK orders over £50. These are sent via Royal Mail Tracked 48, or the option of Royal Mail Tracked 24. Royal Mail Tracked 24 will be used for non-mainland UK and Northern Ireland.
Tracked (insured) postage is available on all orders with Royal Mail in the UK.
Special Delivery before 1pm is also available if you need it quickly.
Collect in store is available for those that live close enough to collect from our Somerset BA16 0BJ store.
We offer international delivery; however, we will only ship via Royal Mail International Tracked & Signed. Passport required to verify age.
When an order is made you will receive confirmation via email. Once the order is packed and dispatched you will get another email to let you know the tracking number.
Please Note: The delivery option you choose will be the one it is sent with.
Please be aware that once it has left our hands it is then in the hands of the delivery company and we have no control over how long it will take. However, we will do everything we can to investigate if it is overdue.
There may also be a slight delay in remote locations.
If the delivering company has said it is delivered, it is then considered delivered.
On tracked insured items we will investigate and on confirmation we can claim, we will refund or replace.
Adverse weather: Delivery times are subject to fair weather policies. Deliveries delayed due to storms, snow or other unpredictable events outside of the courier's control are not refundable under the normal guarantee.
As a rule, delivery companies do not work Bank Holidays, so these days can delay your parcel by a day or two.
Royal Mail’s Terms can be found here.
Delivery Prices
Royal Mail
- Standard (RM Tracked 48): £3.99
- Express (RM Tracked 24): £5.49
- Special Delivery before 1pm: £7.15 – £15.95 (Guaranteed Next Day)
- International delivery from £14.99
DPD
- DPD Next working day: £5.49 (Free over £50) (UK Mainland only)
FREE UK Mainland delivery with any orders over £50
Discrete Packaging
We use discrete packaging, usually plain white envelopes or plain boxes with only our postage label with the V from our logo on it and a return address. This is to not attract attention during delivery.
You have the right to cancel your order within 14 days of receiving your goods. The products must be unopened, unused and in original packaging.
Returns
To return, you must first inform us by email at support@vapersonline.co.uk that you wish to return your items.
They must then be returned to:
Vapers Online14 Farm Road
Street
Somerset
BA16 0BJ
Within 14 days.
We will inform you once we have received the items. They will then be checked by a member of staff to confirm they are unopened, unused and in original packaging. When confirmed, we will process your refund using the original payment method within 14 days of receipt.
All returns are to be paid by the customer. We do not cover any postage or courier fees for returns.
Faulty Goods
Whilst we endeavour to ensure all products sold at Vapers Online are fully working, on the rare occasion items may slip through the net. In this instance please refer to the below.
Returns Procedure
Before returning a product to us, please contact support@vapersonline.co.uk and describe the issue. We may ask for images to help determine the issue.
Please do not take offence to any questions asked — we need to understand every user’s experience level.
Once determined faulty or otherwise, please return the product to the address above for refund, repair or replacement, including information about the sale (e.g. invoice) so we can identify your order.
Batteries / Mods / VV or VW Devices
These items come with a one-month warranty and have a life expectancy of 3–9 months, depending on use.
The warranty covers manufacturer defects and includes repairs or replacements if faulty.
If the product shows physical damage or wear and tear, we reserve the right to refuse a return or refund.
Atomizers and Disposables
These have a dead-on-arrival warranty only.
Please notify us within 24 hours of receipt if your item is damaged or faulty and we will replace or refund where possible.
E-Liquids, Drip Tips & AIO Devices
These items are exempt from warranty due to hygiene and safety reasons. We can only refund or replace if the wrong items were sent or if extenuating circumstances apply.
Mechanical Mods
Mechanical mods are for advanced users only. They require knowledge of Ohm’s Law, battery safety and the limits of your batteries and RBAs.
Improper use can lead to battery venting or explosion.
Hybrid mechanical mods create a direct connection between your atomizer and battery, and must not be used with incompatible atomizers (non-protruding 510).
Safety Reminders:
- Do NOT carry a mechanical device with a battery installed. Remove the battery after each use.
- Do NOT carry loose batteries in pockets or bags — this can cause a short circuit and battery venting.
- Vapers Online accepts no liability for misuse or damage caused by mechanical mods.
By purchasing a mechanical mod you agree to accept full responsibility for its use.
Non-Faulty Items
You can return unwanted items if they are unopened, in original packaging, unused, and within two weeks of purchase.
After two weeks, returns are at our discretion and will be refunded to your E-Wallet only. No full refunds are given after this period.
Our Address
Vapers Online LTD14 Farm Road
Street
Somerset
BA16 0BJ
