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Delivery Policy
We have a dedicated postage and packaging department who are committed to getting your items shipped out to you as quickly and as securely as possible.
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.
The shipping cost will be multiplied accordingly for orders that require more than one service.
Please note, 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.
Our orders are fulfilled using a variety of 3rd party couriers, depending on size, weight and destination. Unfortunately, on very rare occasions, the parcels can be subject to delays, damage or loss. Please get in touch with us as soon as possible regarding delivery issues, as we will not be notified until the situation is brought to our attention.
We aim to deliver all of our orders within the estimated delivery duration. If for any reason we cannot deliver your orders within the specified time, we will inform you right away. Our delivery partners include Royal Mail, Hermes, Yodel, DPD, DHL, UPS and UK Mail.
In the unlikely event that you do not received your goods, we would kindly ask you to wait 7 days from the estimated delivery date before contacting us. Courier services can occasionally experience some unexpected delays, which unfortunately we do not have any control over.
The delivery duration applies only after the payment has been made, as opposed to when the order was placed or created.
In the event of a disputed delivery, we will raise an investigation with the 3rd party courier. In these instances, we must take the result of the courier’s investigation as final.
INTERNATIONAL SHIPPING
*We cannot be held liable for lost shipments under the untracked international service. Refunds or replacements will not be provided in these circumstances.
For orders more than 5kg, please contact us to obtain the best quote.
Europe includes every recognised European country, and ROW includes almost every country outside of this zone. Please note that international shipping duration is an estimate only, and it may vary from country to country. On some occasions, it may take longer than the estimated delivery time.
We are unable to conduct business with or send shipments to countries with a restricted or sanctioned status. Please see a list of currently restricted countries here.
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.
We highly advise you to check the destination country’s laws regarding importing vaping products or CBD Products before placing orders. Certain products may require special licenses or permits to be imported. We are not responsible for losses incurred due to shipments which are rejected or confiscated by local customs.
For any queries regarding delivery or tracking, please contact our customer relations team on shop@casavape.shop
