Delivery & Returns

 

Delivery

Processing

Charges approx.

Second Class

2-4 working days

£ 2 .99 - FREE on orders over £15 uk only 

First Class Signed For

1-2 working days (signature required)

£ 3.99

Special Next Day

Delivery next working day (signature required)

£ 7.99

Special Saturday Delivery

Order must be placed before Friday 3pm

£ 9.99

International

Dependent on destination*

Dependent on destination*

Please Note: We do not ship to the USA due to restrictions.

Working days are defined as Monday – Friday (excluding bank and public holidays) – therefore any orders placed after 3pm on Friday will not be processed until Monday.
Order Processing

All orders placed during week days (Monday - Friday) before 3pm will be dispatched on the same day. If you place your order after 3pm we will endeavour to send it out on the same day but it may be shipped the following working week day.

Orders placed over the weekend or bank holidays will be processed and dispatched on the first following working week day.

We use Royal Mail and DPD to deliver your goods. During checkout you will be given a choice of shipping services available based on your order and delivery post code.

Deliveries are made Monday to Friday and usually between 8am and 7pm. We have no control over the couriers and cannot obtain a specific hour for the delivery. Occasionally deliveries can be delayed by extreme weather conditions and other random events which are beyond our control.

Please note: DPD standard delivery service does not deliver on a Saturday or a Sunday

We ship internationally and a large portion of our orders are sent to Europe. Please choose your geographical zone when checking out. We ship all international orders via DPD Worldwide Express, Our new DPD International courier service is a better choice in terms of efficiency and speed although prices do vary dependant on location and weight.

receiving Order

Parcel MUST be checked for damage that may occur in transit BEFORE it is signed for. If the parcel is damaged in any way please refuse to accept it or check the contents with the delivery person BEFORE signing for it. If the parcel is signed for as received in good condition it may be impossible for us to claim compensation for damped items.

returning a product

At E-Cig Clouds we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. Returning products to us is simple, however we can only receive items if you follow the guidelines below:

- Contact [email protected] that you need to return an item - One of the support team will then acknowledge within 24hours. – You will need to pay for the postage and then organize a postage refund separately if entitled- You must send your items to us via RECORDED/SIGNED FOR delivery - We must receive your item back within 14 days of first contact. - We will then do are best to notify you when we have received your item - We will notify you via email of our findings and our action. Please send your items to the following address via recorded/signed for delivery:

E-Cig Clouds

51 North Street

Manchester

M8 8RE

ENGLAND

Please note that we are unable to accept any returned e-liquids that have been unsealed or used in any way, as this would constitute a health and safety risk due to hygiene purposes.

For more information please see ‘Terms & Conditions’.

Insurance

All our free flat rate and Signed For services are insured up to the value of £46. We recommend choosing the Special Delivery option for all orders over £46 as this covers goods up to £500 and is guaranteed next working day delivery.

We can only refund/replace goods up to the value of £46 if the free flat rate or signed for option is chosen.

If your order has not arrived within 5 working days (UK orders) and 14 working days (non-UK orders) please contact us quoting your order number in all correspondence.

If you require any clarification regarding 'Delivery & Returns' please feel free to contact us via email: [email protected]

CUSTOMS ISSUES WITH DPD

Orders placed from certain locations around the world will be subject to potential customs issues when using DPD, and in some cases, Royal Mail. Orders placed from Russia via DPD, for example, can only be shipped to a business account. If the items are held by local customs, it is the responsibility of the customer to resolve this.

Orders placed to Thailand and Saudi Arabia, may experience difficulties when being processed through customs when orders are placed Via DPD.

Please note: Comments left when placing an order in regards to issues such as delivery preference, for example requesting a package to not be left with a neighbour, will not be seen by the courier. The comments section on our order page is for internal use only. We cannot communicate these with the relevant courier.

 

 

 

 

 


© E-Cig Clouds 2019 - All Rights Reserved - Terms & Conditions - Delivery & Returns