All you need to know on returning & exchanging
If you need to return or swap an item
Returns & Exchanges
Information on how to return or exchange your order.
Please first read the brief info below and then if you still need to, contact us using the Returns Form on this page. That way we can then deal with your request faster and get back to you ASAP
It’s important you use the Returns Form on this page before sending an item back, as that way we can provide the correct address for the product you purchased. Items are sent from different warehouses, so this returns address can change.
Firstly we’re sorry to hear this and secondly you’ve been really unlucky. Our parcels are well packed and our carriers (Royal Mail or Hermes), are usually great. If your item is ‘dead on arrival’, we’ll arrange a replacement. Either way justor use this Returns Form, and we’ll get straight onto sorting it for you.
You’ve up to 30 days to change your mind on an order – as long as the item isn’t used or any security or packaging seals aren’t broken. Again, just use this Returns Form to let us know and we’ll send out the returns address to you. If you want to cancel, you’ll need toASAP as our ordering and dispatch is automated and parcels leave our warehouse fast!
Warranties and guarantee’s vary on vape products – vape kits are usually electronic and so have the usual guarantees, where as a vape coil, for example, is a consumable item with a limited lifespan. Generally speaking with electronics the manufacturer will guarantee for between 6 to 12 months. With consumable items (coils etc), they either work or arrive ‘dead’ and would be replaced for you (arriving ‘dead’ is rare btw).
Not a problem – feel free to use either ourform or this Returns Form – whichever you think is the most appropriate – and we’ll answer as quickly as possible for you