COVID-19: Click here to read our latest delivery updates
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Delivery

COVID-19 Service Updates:

We have reinstated the £10 free delivery threshold

We have changed the cut-off time for same-day dispatch 4pm to 3pm as another short-term measure.

Due to a huge increase in orders we are unable to guarantee all orders placed before 3pm will be dispatched today. There may be a 24 hour delay to the dispatch of your order.

DPD now are now offering contact-free delivery and drivers will no longer ask you to sign handheld devices. To ensure delivery, DPD Drivers may leave your order with a neighbour if you are not present.

We thank you for your patience and understanding during this time.


COVID-19 FAQs:

• Am I able to order? Will my order arrive?

Yes, we remain open and able to send you your orders as we always have.  Our two carriers, Royal Mail and DPD, are both operating and will have your order delivered as quickly as possible.

To control the flow of orders and ensure our staff can work safely, we've introduced a queuing system to access our site. Most customers will only have to wait for 10 minutes or less. 

• Will there be delivery delays?

Due to increased demand, we've made a change to our delivery cut-off. Typically, any order placed before 4pm would be dispatched that same day; this cut-off has now been moved to 3pm. This change is temporary and will be reverted as soon as possible.

We're working hard to get every order placed before the cut-off time dispatched, however, we are unable to guarantee this. At most, dispatch may be delayed by 24 hours. 

Once your order has left our warehouse, delivery time will depend on your carrier. Both Royal Mail and DPD are posting daily service updates. You can view the Royal Mail service update here and the DPD one here. 

• Will I be in contact with the driver when my order is delivered?

All carriers have introduced new measures to abide by social distancing rules. 

If your order is under £75: you will not have to sign for your order and it will be delivered by Royal Mail (if DPD was not selected). If your parcel will not fit through your letterbox, it'll be left at your doorstep. 

If your order is between £75-£100: your order will be sent with a Royal Mail Signed For service. You will not be required to sign for your order, instead, the postman or postwoman will take your name and sign on your behalf. 

If your order is over £100 or you selected a DPD service: You will not be required to sign for your order, instead, the delivery man or woman will take your name and sign on your behalf. All DPD tracking functionality will remain, including the option to deliver to a safe place if this is preferred. To ensure delivery during this time, DPD Drivers may also leave your order with a neighbour if you are not present. 

• An item I want isn't in stock, what should I do?

We've broken off a team who are actively re-stocking items around our warehouse. We're focusing on popular items and brands where possible. If an item you want isn't available, we strongly recommend you frequently check back. You can also sign up to stock notifications, which will trigger an email alert as soon as the item is available to buy. You can sign up to these on the product page where it says "Email me when back in stock" (select the desired nicotine level or colour first).

• Is it safe to receive a parcel?

The risk of contracting the virus from a parcel is deemed as low. Current studies indicate that the virus cannot survive on a surface for very long. The UK government still encourage online shopping, as the risk is far less than face to face shopping. All staff are wearing protective masks and gloves to reduce the chance of products being contaminated.

For all other queries, please contact our team via our Help Desk.

 

 

UK Delivery

  • All orders placed before 3pm Mon-Fri and 11am Saturday are dispatched same day via Royal Mail First Class (Royal Mail 24) delivery service. Excludes Bank Holidays.
  • UK Delivery is free with all UK orders £10 and over.
  • Delivery is £1.99 on orders under £10.
  • UK orders £75 and over are sent out via Royal Mail First Class Signed For (free of charge to the customer).
  • UK Orders over £100 are sent via DPD Next Day or Saturday Delivery free of charge


Our free UK delivery service will generally mean that your order will arrive the day after you place the order if placed between Monday and Friday before 3pm, however, on the rare occasion, orders may take up to 5 days to arrive. Please note that Royal Mail do not deliver on Sundays.

DPD Next Day Delivery - £4.99
DPD deliveries aim to be delivered the next working day when placed before 3pm Monday - Thursday. You will receive an email allowing you to track your delivery once it has been dispatched. Next Day delivery is not guaranteed in certain outlying areas (please see below) and deliveries do not take place on Bank Holidays.

DPD Saturday Delivery - £6.99

Available between 3pm Thursday and 4pm Friday. Same terms as above apply.

DPD Sunday Delivery - £6.99

Available between 3pm Friday and 1:30pm Saturday.

Channel Islands, Northern Ireland, Scottish Highlands and Islands - Where possible we will dispatch orders to offshore locations and the Highlands using Royal Mail 1st Class Post and other delivery Services, but please allow a little more time for them to arrive. DPD Services to Scottish Highland & Island areas is a 2 day service.

DPD services are not available in Northern Ireland or the Channel Islands; Royal Mail Signed-For will be offered instead.

European Delivery

Deliveries to Europe are free with orders over £150, £5.99 for orders between £50 and £150, or £9.99 for orders under £50. Orders to Europe typically take 4 to 7 working days but on occasion they may take longer.

We can only ship to certain countries within Europe, these are:

  • Croatia
  • Czech Republic
  • France
  • Germany
  • Ireland
  • Netherlands
  • Slovakia
  • Slovenia
  • Sweden

We do not ship outside of Europe. 

 

 

 

 

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