Last updated 17/08
As an online business, the government has encouraged us to stay open and continue serving our customers during the 'lockdown' period announced on Monday 23rd March.
We understand our important role in delivering your vaping supplies during these difficult and unprecedented times. Our goal is to make sure that our customers receive the products they want when they need them, and as quickly as possible.
As a company, we manufacture our own proprietary products, and we have been working with our suppliers and delivery partners to ensure that our shelves remain stocked and that we can continue to get your vape mail delivered to you as quickly as possible. We kindly ask that you buy only what you need, to ensure that we continue to have enough for all of our customers.
Within the UK, most deliveries are still making it through to customers as quickly as ever, however Royal Mail have indicated that they are now facing volumes of mail greater than they would normally see even at Christmas, while operating with a reduced workforce (owing to sickness and social distancing measures). Therefore, periods of localised disruption will have a knock-on effect throughout the network. If your order doesn’t arrive within the time frame given on the website, we will have to ask you to allow more time for the delivery to go ahead, as we don’t have sight on how busy your local sorting offices are. We thank you for your patience during the unprecedented events.
See here for the latest update from Royal Mail.
If you live outwith the UK, there may be some local delays caused by quarantines and lockdowns. Specifically, we have received reports from customers in Canada, Israel and Australia who have been particularly affected, but all international shipping is more likely to face delays at the present time. If in doubt we'd recommend checking the guidance on deliveries where you are.
In line with Scottish Government advice, our head office team are still working from home for the foreseeable future, but this won't have any impact on you. We're still hard at work, and ready to deliver the same excellent support and customer service as always. Our Customer Service team can be reached by email at email@example.com, through the contact form on our website or by telephone on 0131 555 6111.
We are working to all government guidelines for health and safety/ hygiene processes during this time at our packing warehouse. We are taking every measure to ensure the safety of our team, delivery drivers and all other suppliers.
For the next wee while there will be one area where we shall have to make to make some changes to how we work, and that is our approach to customer returns. While we continue to operate remotely, our head office willl not be staffed as normal, so we will only be able to pick up and process returns once per week. Returns will be authorised as normal, but please expect a delay in these being processed. Please do no send anything back to us without first checking in with the customer service team, as we will not accept liability for any parcels lost due to no one being available to receive them.
We’ll do our utmost to diagnose and troubleshoot problems remotely and ask for your assistance in providing photographs or videos to help to do so. This will ensure that where required we can continue to issue replacements.
Any 14 day returns (due to a change of mind etc) will be authorised as normal, but please allow up to an additional week for these to be processed.
None of this affects your statutory rights, or our 14 day no quibble returns policy, but we ask customers to be patient while we do our best to process things as quickly as possible. Once the current lockdown period ends and we are able to return to the office and handle returns, we’ll be happy to pick up any outstanding cases.
Keep checking back here for further updates, but please be assured that we are here to provide you with the same products and service you are used to receiving.