Packages are generally dispatched within 1 day of receipt of payment and are shipped via Royal Mail 1st class signed for with tracking (1 to 3 days) and royal mail Special delivery (next day Monday to Friday), its up to the purchaser to choose which service suits them best, Ecig City Ltd reserves the right to change courier if the couriers insurance does not cover the cost of the goods being shipped, Its imperative on sign up to our services that you use the correct email address and telephone number as these are used by DPD to notify you of your shipment, for royal mail deliveries your tracking is available via your account login.
Orders received prior to 3.30pm will usually be despatched on the same day, orders after this will be processed the next day. Orders on Saturdays need to be in by 11.30 am to be despatched the same day.
Larger orders are sent via DPD if you require bigger orders sent first class please use the notes section from the checkout pages, this will incur a small charge which you will be notified of.
Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to the total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.
Boxes are amply sized and your items are well-protected.
If in the event you fail to get an email reminder of your tracking Number this can be obtained from within your account section.
Orders above £70.00 are shipped Free Of Charge. please select the first class service if your order is in excess of £70.00. Selecting Special Delivery will be chargeable.
We do Offer a Saturday service at an extra cost but this must be with us by 3pm on the Friday before, orders after this time will not make the cut off time.
Special delivery’ Guaranteed next day is available for Monday to Thursday orders, there is no point selecting this option on a Friday as Royal Mail will deliver Monday, The same applies with orders placed on a Saturday. Royal Mail does not work on Sundays and the earliest you will receive your parcel is Tuesday. Also, note orders made after 3.30pm will be processed the next working day we are limited to the working hours of the postal service, there is no override for Special delivery.
All our products if live on the site are in stock however on the odd occasion where we have a damaged product that could not be sent we will advise you prior to sending. it is absolutely paramount you check your Telephone numbers and or Email addresses are correct so we can contact you should a problem arise.
Notes on next day and Special delivery
We have had a spell of people ordering on Saturday and using the Guaranteed next day delivery option its imperative you read above as we use a third party delivery service in most cases Royal Mail, they do not deliver Sundays. Also Royal mail does not provide a regular Special delivery for Saturday Unless you specify a Saturday delivery this is chargeable and available in our delivery options, however we have found 80% of parcels ordered on a Friday do in fact get delivered Saturday using our standard service, The DPD Next day delivery service is subsidised by Puff Dad E Vaping Supplies, please note occasionally this service takes 2 days we cannot be held responsible if this happens and we have carried out our contractual requirements as stated, sometimes issues happen outside of our control and there is nothing we can do, we will not get into financial discussions regarding refunds for shipping if a product does not arrive next day, however, we will endeavour to determine what the problem is with the couriers.
Ecig City Ltd reserves the right to change couriers at anytime.
Returns & Refunds
We really hope you are pleased with the products you receive from us, However, if you do experience an issue or a problem with your order please contact us and we will do our best to resolve it as quickly as possible.
If an item you have received is either faulty or incorrect please notify us within 7 days of receiving them. Once the item has been returned to us we will inspect it and arrange for it to be replaced or refunded (either partially or fully). Replacement items will be subject to current stock levels. If the item is faulty or incorrect due to our error we will pay for all return postage costs, however if we find the item to be correct/functional upon inspection you will be responsible for any postage costs in order to send the item back to you, accidental damage, abuse and misuse is not covered under the manufacturers warranty.
Please use the RMA section for all returns this can be found in your account section of this site. Click on the purchase invoice and use the return item function, this will ensure a full paper trail is kept and you will be updated at each stage.
Under the Distance Selling Regulations Act, you have the right to cancel your order and return any items purchased from us within 7 working days from receipt. You will be responsible for all postage costs and must ensure that the items are returned in the original condition they were received in – unused with all original packaging and all parts, Please note that if an item has been opened and we have to send the package off for cleaning and resealing there will be a 20% handling charge deducted from your refund. The items must be packed securely before returning to us. We highly recommend that all returns are made using recorded post, we will not be held responsible for any loss or damage whilst in transit.
Items that are returned to us in a used/un-sellable condition will either impose a 20% handling, restocking, resealing charge or be sent back to you. You will be responsible for all return postage and if returned no refund will be issued.
Initial postage costs are non-refundable. If you decide to cancel your order, the original cost of postage will be deducted from your final refund.
Atomizers and tank systems are both non-returnable and non-refundable once used,
Drip tips along with open bottles of E-Liquid may not be returned under any circumstances due to hygiene reasons.
Our return address is;
11 Fleet Street