We do not store credit card details nor do we sell customer details to any third parties. Once you have placed an order, if we are unable to ship any part of it, we may at our sole discretion, either send you part of the order that is in stock or remove item(s) from the order.
It is your obligation to enter the correct delivery address at the time of ordering. If you enter the wrong address, we are not obliged to resend the order to the correct address at our expense. The delivery address cannot be changed once the order has been shipped. All deliveries are estimated dates only and not guaranteed unless otherwise stated. We use various delivery methods and delivery times may vary. We will strive to have all orders delivered within 3 working days. A full list of Royal Mail services is available on their website.
Please note that delivery does NOT include Saturday or Sunday deliveries and orders placed after 3pm on Friday and throughout the weekend will not be despatched until Monday for a Tuesday delivery.
We reserve the right to charge extra fees to deliveries falling outside the standard Royal Mail prices. We offer no guarantees on delivery times unless otherwise stated in writing.
In order to confirm that an order shipped via post has indeed been lost, we must wait 15 working days (3 weeks) before claiming against Royal Mail. Most lost items are located within the postal system within this period of time. If your item is lost or undelivered, you should contact your local Delivery Office to see if they are holding the order, having already tried unsuccessfully to deliver it to you. We will not be held responsible for lost parcels caused due to an incorrect delivery address entered by the customer.
At peak times, especially around Christmas and Public Holidays, and during bad weather, deliveries may take longer than anticipated to arrive. Although we will assist you in any way we can, we cannot be held responsible for any delays experienced.
Returns and Exchanges
Return of Unwanted items – Cooling off Period
It is your responsibility to contact PHOENIX VAPING by email to advise us of your intention to return or exchange any item(s) within 7 days of receipt. After this date, it falls solely within the discretion of PHOENIX VAPING if a return or exchange will be accepted.
Once notified, all unused items should be received at PHOENIX VAPING within 14 days from the date of notification for this condition to apply. We highly recommend that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post. It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit.
You must return items to PHOENIX VAPING by using the returns and exchanges procedure.
We cannot accept any e-liquid for return unless it is unused with the tamper-evident cap in place.
Return of Faulty or Damaged Items
Faulty items will be accepted up to the manufacturer’s warranty terms. This does not affect your statutory rights.
It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. We will not issue a return or exchange unless the item(s) are in a reasonable condition upon return.
Once we receive the returned items at our warehouse, you should allow a further 14 days for a replacement to be resent.
DOA stands for ‘Dead on Arrival’. If you have a product that carries such a warranty, you have 48 hours to inspect the goods and contact us should there be any problems. If you do not contact us during this time and come across a DOA item, the warranty will be invalid.