Delivery & Returns
DELIVERY | PROCESSING | CHARGES APPROX. |
Free Delivery over £15 pounds | 3-5 Working Days | £ 2 .99 – FREE on orders over £15 UK only |
First Class | 1-3 Working Days | £ 3.99 |
DPD | DPD 1-2 Working Days (Dispatched Mon-Fri) | £ 7.99 |
PLEASE NOTE WE DO NOT SHIP OUTSIDE THE UK
EXPRESS DELIVERY POSTCODE EXCLUSIONS
Please note we don’t offer 1-2 or 1-3 day service to any of these postcodes below:
AB, GY, DD, DG5-9 & 10-16, FK17-21, G58, G60, G62, G63, G65, G71, G84, BT*, HS, KW, IV, PA20-38, 41-49, 60-78, 80, KA, IM, KY10, 14-16, ML10-12, JE, PH, PO30-41, TD, TR21-25, ZE
Royal Mail can not guarantee Next-Day to these postcodes. Parcels to these postcodes will be sent tracked 48.
We are only able to ship to BT postcode via DPD (1-3 working days) or tracked 48 (1-3 working days).
WORKING DAYS
Working days are defined as Monday – Friday (excluding bank and public holidays) – therefore any orders placed after 10am on Friday will not be processed until Monday.
ORDER PROCESSING
All orders placed during weekdays (Monday – Friday) before 10am will be dispatched on the same 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
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 & CUSTOMER SUPPORT
CAN I INITIATE A RETURN?
We are delighted to assist you with returns for unopened and unwanted items within 30 days of receiving your purchase. Unfortunately, we cannot accept opened items due to hygiene concerns.
HOW DO I INITIATE A RETURN?
To start a return, we recommend using your local Post Office’s ‘Royal Mail service. Don’t forget to request a proof of postage or receipt, which will be helpful in rare cases of issues during transit.
Please ensure that your return is securely
packaged, with a clear and visible address on the parcel’s exterior.
Additionally, include a note with your name, order number, and the reason for
the return inside the parcel. This will expedite the processing of your return.
OUR RETURNS ADDRESS:
E-Cig Clouds
BX 134
19 Lever Street
Manchester
M1 1AN
CAN I RETURN A FAULTY ITEM?
Yes, you can return a faulty item within the 6-month warranty period. However, before returning the item, we recommend contacting us via email or phone to determine if the fault can be resolved without returning the product. If the item is found to be faulty upon return, we will refund your postage cost (up to £5) and replace the item. If the returned item is not found to be faulty, we will explain the situation and return it to you at no cost.
Scuffs and color changes from normal use are considered regular wear and tear and aren’t covered by our warranty. The product warranty includes any manufacturer defects and covers a replacement if it’s found faulty or beyond repair. If we think the item is damaged, we reserve the right to deny a refund or return it.
Returning the product is necessary for a warranty claim with the respective manufacturer.
Phone: 0161 4254534
Email: [email protected]
WHAT IF I RECIEVE AN INCORRECT ITEM?
If you have received an incorrect item, please contact us with a picture of the incorrect item and your QR coded slip along with the order number , making sure the ‘picker and packer initials’ details are visible in the top-right corner. We aim to provide a resolution within 24 hours. Simply reply to the confirmation email you received for your order.
Phone: 01614254534
Email: [email protected]
ORDER DELAYS
If your order has not arrived within 7 working days (UK orders) please contact us quoting your order number in all correspondence. To contact us now, click here.
If you require any clarification regarding ‘Delivery & Returns’ please feel free to contact us via email: [email protected]