Everything you need to know about how we get your order to you: services, timings, costs, age checks on the doorstep, and what to do if something goes wrong in transit.

Contents

Delivery services and timings

All orders are sent on a tracked service within the United Kingdom. You will receive a tracking link by email as soon as the parcel is collected from us.

Standard delivery typically arrives within two to three working days of dispatch. Express delivery, where selected, typically arrives the next working day. Working days are Monday to Friday excluding bank holidays.

These are the courier’s typical performance rather than guarantees. Deliveries can be delayed by weather, network congestion around peak periods and matters outside our control, and we will always tell you if we know a delay is likely.

Order cut off times

Orders placed before our daily cut off on a working day are dispatched the same day. Orders placed after the cut off, at weekends or on bank holidays are dispatched the next working day.

During sale periods and in the run up to Christmas, dispatch can take an extra working day. We will flag this on the site when it applies rather than letting you find out from the tracking.

Delivery costs

Delivery charges are calculated at checkout and shown clearly before you pay. The exact cost depends on the service you choose and the weight of the order.

We run free delivery over a qualifying spend threshold, which is displayed on the site and applied automatically at checkout when your basket qualifies. You never have to enter a code for it.

Where we deliver

We deliver across the United Kingdom, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Man and the Channel Islands. Some remote postcodes carry a longer transit time and occasionally a surcharge, which is shown at checkout rather than added afterwards.

We do not currently ship outside the UK. Nicotine products are restricted or banned in many countries and international shipping of them carries legal risk for both parties.

Age verification on delivery

Nicotine containing products are age restricted. We verify age at checkout, and our couriers may also request photographic identification on the doorstep.

Acceptable identification is a passport, a photocard driving licence or a PASS accredited proof of age card. If nobody of 18 or over is available to receive the parcel it will not be left, and the courier will attempt redelivery or leave a card.

Parcels are not left in a safe place or with a neighbour by default for this reason. If you have set delivery preferences directly with the courier that override this, that is your arrangement with them rather than with us.

How your order is packaged

Orders are sent in plain outer packaging with no branding indicating the contents. There is nothing on the outside identifying it as a vape order.

E liquid bottles are bagged separately inside the parcel. Devices containing lithium batteries are packed in line with courier requirements for such items, which is why we cannot use every service for every order.

Tracking your order

You will receive two emails: an order acknowledgement when you pay, and a dispatch confirmation with your tracking link when the parcel leaves us. Tracking usually takes a few hours to become active after dispatch.

You can also check progress on our track your order page. If tracking has not updated for more than two working days, contact us and we will chase the courier on your behalf.

If your parcel is late, missing or damaged

Late. Couriers do not treat a parcel as lost until a set period has passed, usually ten working days for standard services. Contact us and we will open an enquiry as soon as the parcel qualifies.

Marked delivered but not received. Check with neighbours and look for a card, then contact us with your order number. We will request proof of delivery and GPS data from the courier.

Damaged in transit. Photograph the outer packaging and the contents before unpacking further, then contact us within 48 hours. We will replace or refund in full including postage.

Items missing from the parcel. Contact us within 48 hours with a photograph of everything you received. We check and record every order before dispatch, which makes discrepancies quick to resolve.

Our full policy on refunds and replacements is on the returns and refunds page.

If you gave us the wrong address

Contact us immediately. If the parcel has not yet been dispatched we can usually correct it at no cost. Once it has been collected by the courier we cannot change the destination.

If a parcel is returned to us as undeliverable we will contact you and arrange redelivery, which may carry a further charge, or refund the order less the original delivery cost.

Delivery FAQs

How long does delivery take?

Standard delivery typically arrives two to three working days after dispatch. Express is typically next working day. Both are tracked.

Do I need ID to receive my order?

Possibly. Nicotine products are age restricted and couriers may ask for photographic identification. Someone aged 18 or over must be present to accept the parcel.

Is the packaging discreet?

Yes. Plain outer packaging with nothing on the outside identifying the contents.

Do you deliver to Northern Ireland and the Scottish Islands?

Yes, though some remote postcodes take longer and may carry a surcharge, which is shown at checkout.

Do you ship internationally?

No. Nicotine products are restricted or banned in many countries, so we deliver within the UK only.

My tracking has not updated, what should I do?

If there has been no movement for more than two working days, contact us with your order number and we will chase the courier.