Delivery and Returns FAQs
Delivery
Everything online, mail and phone order sales
Everything 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.
DPD cut off is 3pm Monday to Friday.
DPD Next working day service does not deliver weekends so Friday dispatches will arrive on Monday. Best chance for next day delivery if purchasing on a Friday is RM24 Tracked.
We offer free Tracked delivery on Uk orders over £50 these are sent via Royal Mail Tracked 48 with the option of DHL Next Day* or Royal Mail Tracked 24.
Royal Mail Tracked 24 will be used for Non Mainland UK & Northern Ireland.
Tracked (insured) postage is available on all orders either with Royal mail or DHL 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 for service. Passport required to verify age.
When 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 have 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 - Please note that delivery times are subject to fair weather policies, deliveries that are delayed due to adverse weather such as storms, snow or other unpredictable national or local events outside of the couriers 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
What are your delivery prices?
What are your delivery prices?
Royal mail
Standard (Tracked 48) £3.99 2-4 working days
Express (Tracked 24) £5.49 1-3 working days
Special Delivery before 1pm from £7.15 - £15.95 - Guaranteed Next Day
European delivery from £9.79 - Half Price over £60 spent
Standard International from £11.20
DPD
DPD Local (Next working day) £5.49
Non Mainland UK, Northern Ireland and excluded from this service by DHL. If the option is selected by the customer we will send via an equivalent service with an alternative courier.
FREE Tracked delivery on all orders over £50
All delivery costs are charged below what it costs us to send the item.
Do you offer Discreet Packaging?
Do you offer Discreet 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
How do I return my order?
How do I return my order?
To return firstly you must inform us by email to: support@vapersonline.co.uk that you wish to return your items.
They must then be returned to
Vapers Online, 14 Farm Road, Street, Somerset. BA16 0BJ
Within 14 days.
We will inform you by return that 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 then 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 for returns.
What if my goods are faulty?
What if my goods are faulty?
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.
What's the returns procedure?
What's the returns procedure?
Before returning a product to us please contact us at support@vapersonline.co.uk and describe the issue.
We will then do everything we can to resolve it for you. We may ask you to send images of the product to determine the issue. The staff member will ask a few questions to determine what is wrong with the product please do not take offense to any of the questions based on your knowledge of the product as we do not know everyones experience.
Once determined Faulty or other please return to the address below for refund, repair or replacement and please include some information about the sale for example the invoice from the sale so we can identify who sent the item to us.
Other information
Batteries/Mods/VV or VW devices
Batteries/Mods/VV or VW devices
These items come with a one month warranty and have a life expectancy of 3-9 months (dependent on use). This does not affect your statutory rights.
The warranty covers any manufacturer defects and covers any repairs, or replacements, if deemed to be faulty or beyond repair. If the product shows any physical damage or signs of wear and tear in any way we reserve the right to refuse a refund or return.
Atomizers and Disposables
Atomizers and Disposables
Atomizers and Disposables have a dead on arrival warranty, please let us know with in 24 hours of receipt if your item is damaged or faulty and we will replace it or refund where possible.
E-Liquids, Drip tips & AIO (all in ones)
E-Liquids, Drip tips & AIO (all in ones)
Our warranty does not extend to these items due to the nature of the products. For health and safety reasons, as well as hygiene, we cannot offer warranty on either.
Only if the wrong items have been sent or there are any other extenuating circumstances.
Mechanical Mods
Mechanical Mods
Mechanical mods are for advanced users only, they require knowledge of Ohms Law, battery safety and the limits of your batteries and RBA's (Rebuildable Atomizers).
If you are not comfortable with using these devices, do not purchase. Improper use of a mechanical mod and not understanding battery safety can lead to battery venting and/or explosion.
Hybrid Mechanical Mods create a direct connection between your atomizer and battery, so must not be used with any atomizer that is not compatible for hybrid (Protruding Fixed 510). Neglecting this COULD result in serious injury
DO NOT have a mechanical device upon your persons with a battery installed, after each use please remove the battery and store in a suitable Battery case.
DO NOT carry any batteries loose in your pocket, bag etc if a circuit is made i.e. pocket full of change and keys, this could create a dead short circuit and create the battery to vent with devastating effects.
Vapers Online cannot be held responsible and accept no liability for the misuse of this product or damage caused to property and/or persons.
By purchasing a mechanical mod you agree to assume all liability associated with its use.
Non Faulty Items
Non Faulty Items
You can return unwanted items back to us only if in original packaging, in unused condition and up to Two weeks after purchase. After that it is at our discretion and will only be refunded to your E Wallet. No full refunds will be given after the two week period.
Our Address is:
Vapers Online LTD
14 Farm Road
Street
Somerset
BA16 0BJ
