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Delivery FAQs
20Delivery FAQs
We offer Same Day Click & Collect (free), Royal Mail Tracked 24 (free over £30), DPD Pickup Shop to collect from local shops (free over £30), DPD Next Working Day home delivery (free over £60), plus DPD weekend delivery and international shipping. We dispatch 7 days a week - Royal Mail collects Monday-Friday, DPD collects daily. Most UK orders placed before 4pm arrive next day. Visit Our Delivery page for more information.
Orders over £30 get free Royal Mail Tracked 24 or free DPD Pickup Shop delivery. Orders over £60 get free DPD Next Day home delivery. Click & Collect is always free regardless of order value. Weekend DPD delivery has reduced charges at higher order values but isn't completely free.
Yes, we dispatch 7 days a week. DPD collects from us daily including weekends. Royal Mail only collects Monday-Friday, so weekend orders for Royal Mail are dispatched Monday. For fastest weekend delivery, choose DPD services. Orders placed Saturday before 3pm or Sunday before 2pm get same-day dispatch with DPD.
Monday-Friday: 4pm for all services. Saturday: 3pm for DPD services. Sunday: 2pm for DPD services. Click & Collect orders placed before these times are ready within 1 hour. Royal Mail weekend orders are held until Monday dispatch. These cut-offs ensure your order leaves our warehouse the same day.
Order online selecting "Click & Collect" at checkout. Your order will be ready within 1 hour during our opening times (Mon-Fri 8am-5pm, Sat 9am-4pm, Sun 8am-3pm). You'll get a text notification when ready. Come to our shutter door entrance at Unit 1 Park Road, Holmewood Industrial Park, Chesterfield S42 5UY and call through on the ring camera. It's always free.
You'll receive tracking via email within 1-2 hours of dispatch when your order enters the courier's system. Royal Mail and DPD both provide tracking. Download their apps for real-time updates: Royal Mail app and DPD app both available on iOS and Android. Tracking lets you see exactly where your parcel is.
Yes, but only via Royal Mail Tracked 24. Postcodes AB, IV, HS, KW, PA, PH, and ZE may take 2-3 days instead of next day. DPD services automatically switch to Royal Mail for these areas. The same free delivery thresholds apply (free over £30), but allow extra time for these remote locations.
Yes, via Royal Mail Tracked 24 only. All BT postcodes are served but may take 2-3 days. Orders over £30 still qualify for free delivery. Due to battery shipping regulations, we can only send 2 internal battery devices per package to Northern Ireland. Larger orders may need splitting with additional shipping charges.
We deliver to Jersey (JE), Guernsey (GY), and Isle of Man (IM) via Royal Mail only. These areas may take 3-5 days and don't qualify for next-day service. Battery restrictions apply - maximum 2 internal battery devices per package. Import duties may apply depending on local regulations.
Contact us immediately via live chat if you need to change the address. If we haven't dispatched yet (usually within 2 hours), we can update it. Once dispatched, DPD allows redirects to safe places or pickup shops through their app. Royal Mail doesn't allow address changes after dispatch.
Both Royal Mail and DPD offer safe place options you can set up in their apps. DPD sends a 1-hour delivery window so you know when to be home. You can redirect DPD parcels to a pickup shop on the day. Royal Mail will leave a card and hold at your local depot or redeliver. Royal Mail provides a 2-hour delivery window.
DPD offers guaranteed Saturday and Sunday delivery. Saturday delivery costs £7.99 under £40, £5.99 at £40-59.99, or £3.99 over £60. Sunday delivery has the same pricing. Order by 4pm Friday for Saturday, or 3pm Saturday for Sunday. Weekend delivery is aimed for but not guaranteed with standard DPD Next Day service.
Aviation regulations limit lithium battery shipments. Non-mainland UK and international orders can only contain 2 internal battery devices (vape kits with built-in batteries) per package. Orders with more devices need splitting with additional shipping charges. We'll contact you before processing if affected. This is a legal requirement, not our choice.
Yes, via Royal Mail International or UPS International. Royal Mail takes 1-2 days to dispatch and delivery depends on destination. UPS offers Express (1-2 days) or Standard (3-5 days) once dispatched. Prices calculate at checkout based on weight and destination. Maximum 2 internal battery devices per package. Import duties are your responsibility.
Contact us within 10 days of dispatch so we can investigate with the courier. After 10 working days, couriers won't investigate and we cannot help. Check tracking first - parcels often show as delivered to safe places or neighbours. We'll reship or refund once the courier confirms loss, which usually takes 2-3 days.
Yes, select Royal Mail at checkout for British Forces Post Office deliveries. Other couriers cannot deliver to BFPO addresses. Enter the correct BFPO number and BF postal code to avoid delays. Delivery times vary by location but tracking is provided. Battery restrictions may apply to overseas BFPO addresses.
Yes, all orders ship in plain packaging with no vaping branding visible. The return address shows "Ecigone" but no indication of contents. Customs declarations for international orders list "electronic devices" rather than vaping products. Your privacy is protected throughout delivery.
Notes added at checkout cannot be passed to drivers - our system doesn't support this. Instead, use the courier's app once you receive tracking. DPD and Royal Mail apps both allow adding delivery preferences, safe places, and specific instructions directly with the driver.
We don't dispatch on UK bank holidays - orders placed on bank holidays dispatch the next working day. However, DPD may still deliver on some bank holidays if already in their network. Check individual bank holiday arrangements on our website as they vary. Click & Collect may have reduced hours on bank holidays.
Report any issues within 48 hours of delivery by contacting our support team. Include photos of damage or list missing items with your order number. Issues reported after 2 working days cannot be investigated as per courier requirements. We'll replace or refund immediately once confirmed - usually same day.
Still need help?
Our support team is here every day to get your issue sorted quickly and hassle-free.
8am–8pm daily1 min avg responseReal human support365 days a year