If you choose to have your order delivered to a place of work, business address, or multiple occupation residency, please think about who might be there to receive it. We can not be held responsible if a colleague, receptionist, security guard, flatmate or similar accepts the order and doesn’t pass it along to you. We consider the order delivered when anyone at the address you nominate for delivery accepts the package and will not accept claims for non-delivery in these circumstances.
Standard UK Delivery
We aim to dispatch all orders placed before 3pm Monday-Friday the same day and orders placed after 3pm or on the weekend the next working day.*
We send all standard orders via Royal Mail first class or UPS. Most orders arrive the day after we post them – although we can’t guarantee this, unless you choose the next working day option at checkout.
Orders over £10 are delivered for free. Orders under £10 incur a £1.95 charge to help cover our postage costs.
We may automatically upgrade certain types of orders to a Royal Mail signed for, or courier service, at our discretion. If we do, this is completely free of charge to you.
*We only miss our target of same day dispatch during periods of exceptionally high demand, or if a delivery company lets us down. This happens very, very rarely.
Tracked and Signed
If you choose this option from the shipping options at checkout you will get a tracking number and your order will have to be signed for. This service does give extra peace of mind and the ability to trace your order in the event of non-delivery. Please be aware that a Royal Mail tracking number doesn’t provide information until the first delivery attempt has been made. If you choose a UPS delivery, you will receive tracking updates by email.
We charge £1.95 for an upgrade to tracked and signed on orders over £10 and £3.95 on orders below £10.
Next Working Day Guaranteed
If you choose this option we will send your order by Royal Mail or UPS guaranteed next working day service. An order placed before 3pm Monday-Friday will arrive with you by 1pm on the next working day. An order placed over the weekend will be dispatched on Monday and arrive with you by 1pm on Tuesday. Your order will have to be signed for.
We charge £5.95 for an upgrade to next working day delivery on orders over £10 and £7.95 on orders below £10.
Saturday Delivery Guaranteed
This is Royal Mail’s guaranteed Saturday delivery service. If you order before 3pm on Friday it will arrive with you that Saturday.
If you choose this option from the shipping options at checkout you will get a tracking number and your order will have to be signed for.
We charge £7.95 for an upgrade to guaranteed Saturday delivery on orders over £10 and £9.95 on orders below £10.
Please note that we can only send orders under 2kg (around 2L) and not containing 7.2% nicotine via the Saturday Guaranteed sevice.
Delivery to PO Boxes/Mail Forwarders
We will not dispatch orders to PO boxes or third party services such as mail handlers and forwarders. This is because we cannot get sufficient proof of postage.
Late/Missing Postal Orders
All orders are sent via Royal Mail, who can take longer than the expected delivery times occasionally.
Very rarely a parcel can be lost in the post. When this does happen we have to follow Royal Mail’s claim procedures.
A claim against Royal Mail for lost items can’t be started for 15 working days, but we start our own investigations after 10 working days. So please give it a little time and let us know if your order hasn’t arrived within these timescales.
If you have an item missing or the wrong item has been supplied you must let us know within 48 hours of delivery. Please do not open any sealed packets of bottles without checking them, or use any items. We can’t accept incorrect item claims for products that have been opened or used.
Non-Mainland UK Orders
Standard sized parcels go by Royal Mail to mainland and non-mainland UK fine. However, larger parcels can cause problems, as we often send these by courier and our usual couriers – UPS and TNT – don’t deliver to Northern Ireland and charge extra for the highlands, for example. On these occasions we may have to use Yodel or MyHermes. If you have any questions please give us a call anytime.