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Customer Help

Our support team is always here to assist.

Common purchase queries answered

Orders and Shipping

We aim to get all orders placed before 2pm dispatched the same day (Monday-Friday), however this is not always possible. 

Please note that the delivery duration is calculated from the point of dispatch, rather than when the order was placed.

We cannot take responsibility for parcels that go missing under the Royal Mail Standard (untracked) service. No replacements or refunds will be provided in these cases.

Due to lack of courier liability, we are unable to provide refunds or replacements for orders sent using the Yodel Small Parcel 48 Non-POD service.

UK Shipping Charges:

Royal Mail 24 tracked (1-2 days): £6.50
Royal Mail 48 tracked (2-3 days): £4.99
DPD Express (1-2 days): £7.99
DHL Express (1-2 days): £7.99

INTERNATIONAL SHIPPING CHARGES:

Europe fully-tracked (4-6 days): £13.49
Rest of the World fully-tracked (6-8 days): £29.99

Once your order has been pack and shipped you will recieve a tracking number for your delivery

You may only purchase Products from our site if you are at least 18 years old.

You will be asked to declare that you are of the appropriate legal age to purchase the Products when placing an order and we may carry out independent verification to check your age and if we discover that you are not legally entitled to order the Products, we shall be entitled to cancel the order immediately, without notice.

If you falsely declare your age to us you shall be held responsible for all costs, expenses, losses, damage fines and other penalties that we may suffer or incur as a consequence of your false statement.

By ordering Products from this website, you hereby consent to us undertaking a search with Experian (or any other 3rd party age verification service) for the purposes of verifying your identity. To do so Experian (or any other 3rd party age verification service) may check the details you supply against any particulars on any database (public or otherwise to which they have access. They may also use your details in the future to assist other companies for verification purposes. A record of the search will be retained.

Please note, you will be responsible for all Taxes and Customs related costs in the destination country. We are not able to refund shipping costs for international orders which fail due to customs.

Unfortunately, due to certain courier restrictions, we are unable to send shipments to the following destinations:

Afghanistan
The Balkans
Belarus
Burma
Burundi
Central African Republic
China
Conakry
Congo
Crimea
Cuba
Democratic Republic of the Congo
Guinea
Guinea-Bissau
Hong Kong
Iceland
India
Iraq
Iran
Israel
Lebanon
Libya
Moldova
Mali
Malaysia
Mexico
Myanmar
Nicaragua
North Korea
Philippines
Qatar
Russia / Russian Federation
Saudi Arabia
Serbia and Montenegro
Sevastopol
Singapore
Slovakia
Somalia
Sudan and Darfur
South Sudan
Syria
Tunisia
Ukraine (Crimea) / Russia
USA
United Arab Emirates
Venezuela
Yemen
Yugoslavia
Zimbabwe

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Returns and Exchanges

We will do our utmost to be fair in all instances, and to help you resolve any problems that you may experience. Our main goal above anything else is complete end customer satisfaction.

Errors and shortages must be notified within 3 days of receipt.

In the event that you have received a faulty item, you must notify us within 30 days of the goods being received. If you inform us of the faults after the 30 day period, then we are unable to accept returns.

Damaged and faulty items must be returned to us for inspection. Return labels will be provided for faulty products. However we are unable to cover return costs for accidental orders or buyers having changed their mind.

All returns will be addressed to our anonymous address, so you must contact us before you send the items back to us.

Please contact: info@vapelabldn.co.uk

Please contact us within one hour of placing your order. Hopefully we will be able to ammend it on your behalf.

We do not allow customers to return the products prior to delivery. They will be unable to return the goods back to the driver/courier upon arrival, as this may lead to a lengthy returns process, and there is no guarantee that the returned goods will reach us. If the buyer changes their mind regarding the product, please wait until the order has been received and use the returns process as described above.

Yes, in this instance please contact: info@vapelabldn.co.uk

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