Shipping and Returns Policy

 

 


Delivery Address

You must ensure the address and postcode entered during checkout is correct , further delivery costs will be incurred if the address supplied is incorrect and the delivery cannot be completed.

Items returned to us as "un-deliverable" by our couriers will not be re-dispatched until extra postage costs have been paid in full.

It is the buyers responsibility to provide an address suitable for delivery where the item can be checked and signed for. A signature given at the address supplied by the buyer will be taken as proof of delivery. You should ensure that the item can be successfully delivered and signed for at the address you have supplied. 

For security reasons first orders must be shipped to the registered address on the account, subsequent deliveries may be made to an alternate address if specified by the account holder.

 


Shipping Details (U.K. Customers inc Channel Islands, Isle of Man)

All items are shipped using a signed-for service via Royal Mail in safe packaging (you will receive tracking number in your order despatch email).

Delivery estimations given to us by the companies are as follows:

  • 1st Class Parcel - Next Working Day.
  • 2nd Class Parcel - 3-4 Working Days

We aim to have all orders received before 2:00pm(GMT) shipped out the same day (not inc Saturdays, Sundays).

Some larger, bulkier items may take a little while longer to arrive than standard orders.

If you have not received your order after 5 working days please feel free to contact us at customerservices@vapeexplorer.com and we can inform you of the status of your order. We cannot be held responsible for lost parcels. In all instances we ask our couriers to obtain a delivery signature which we take as proof of final delivery.

 


International Shipping

We currently offer two levels of international shipping service.

Royal Mail International Standard -With this shipping method Royal Mail collect your parcel from us and then pass it over to your domestic postal service for delivery to you. We do not offer a tracking service for this shipping and cannot be held responsible for lost parcels. (3-5 working days delivery time)

Royal Mail International Tracked & Signed - Our recommended international shipping option. With this shipping method Royal Mail collect your parcel from us and then pass it over to your domestic postal service for delivery to you. The parcel requires a signature upon delivery and can also be tracked online at www.royalmail.com .(3-5 working days delivery time) (5-7 for U.S. Customers)

 

Countries currently covered by our international shipping:

Austria*(See note below)
Belgium*(See note below)
Canada*(See note below)
Czech Republic
Denmark
*(See note below)
Finland*(See note below)
France
Germany

Italy*(See note below)
Israel
Malta
Netherlands
Norway*(See note below)
Portugal
Republic of Ireland
Slovakia

Spain*(See note below)
Sweden
Switzerland
U.S.A.
*(See notes below)

 

Please create an account and indicate your country to access shipping options.

Free shipping offers only apply to U.K. and Channel Island customers.

International purchases that do not select the correct shipping option will not be dispatched and the money will be either refunded or the purchaser given the option to select and purchase correct postage.

The purchaser will be liable for any customs and shipping taxes and fees incurred by the delivery.

Austria, Belgium, Finland, Italy, Spain
Due to TPD rulings and the applicable countries governments decisions to ban cross-border sales of nicotine containing liquid we are unable to ship any liquids other than 0mg liquids to addresses in these countries listed.

Orders with liquids containing nicotine will have those parts of the order replaced, where possible, with 0mg versions. Where 0mg options are not available those parts of the order will be cancelled and refunded, only 0mg nicotine liquids will be shipped.

Denmark

We are unable to ship any liquids other than 0mg liquids to addresses in Denmark.

Orders with liquids containing nicotine will have those parts of the order replaced, where possible, with 0mg versions. Where 0mg options are not available those parts of the order will be cancelled and refunded, only 0mg nicotine liquids will be shipped.

 

Norway
Please make sure you are aware of the NOK 350 shipping value limit for Norway as you can be liable for taxes and customs charges if your package, including postage exceeds this.

Please note U.K. Tax will be removed from prices at checkout once a registered Norway account has been made. Local tax may be added upon arrival in Norway at standard domestic rate of 25%

 

U.S.A. / Canada
Please note U.K. Tax will be removed from prices at checkout once a registered U.S./Canadian account has been made.

Before ordering ensure you have read the notes on State rulings and E-Liquids HERE

 

Returns Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with the seal unbroken.

Please do not send your purchase back without contacting us first.

There are certain situations where only partial refunds are granted: (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

  • Any item that is returned more than 30 days after delivery
     


How to Return an Item

To return your product, you should contact us at customerservices@vapeexplorer.com to
arrange return details.

You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping
will be deducted from your refund.

You should consider using a trackable shipping service or purchasing shipping insurance Hermes couriers offer a very competitive trackable service. We don’t guarantee that we will receive your returned item.

Depending on where you live, the time it may take for your exchanged product to reach you,
may vary.

 


Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.


Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your
refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet,
please contact us at: customerservices@vapeexplorer.com.

 


Sale Items

Only regular priced items may be refunded, unfortunately sale items including Flash Friday/Payday Pandemonium/Clearance event sale items cannot be refunded.

We reserve the right to change our product's prices at any time without further notice.

 


Discount Codes

Discount codes when given are only valid for non-sale items unless specifically stated otherwise.

 


Exchanges

We only replace items if they are defective or damaged.  If you need to exchange it for
the same item, send us an email at customerservices@vapeexplorer.com and we will
arrange an exchange, if applicable, with you.

 

 

Special Order Items

Items listed as SPO or Special Order are items not kept in direct stock by Vape Explorer. Please note when ordering these items alongside other 'in stock' items your order may be delayed until the Special Order items is available for shipping. After you have placed your order you will be contacted by email to confirm the details of your order.

 


Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll
receive a gift credit for the value of your return. Once the returned item is received,
a gift certificate will be arranged with you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order
shipped to themselves to give to you later, we will send a refund to the original
account that placed the order.