FAQ

90% of orders are delivered within 2 days although we would ask that all customers allow 7 working days for delivery, from the time of dispatch.  Due to the ongoing Covid situation and extreme pressures that Royal Mail are under please expect some delays in certain areas which can be found by checking the Royal Mails website.

For EU orders please allow up to 10 days for delivery due to  possible delays at customs.

Orders are sent via Royal Mail Tracked 24 or 48 which are tracked and mark as delivered to your door.  All order above £250 are sent via DHL 24 hours delivery and are fully tracked. Orders to the EU are sent via International tracked and signed. 

We offer FREE delivery for orders over £15 and £2.49 for Royal Mail Tracked 48 under this value. You can also choose to pay more for a quicker service at the checkout.

EU postage costs start from 7GBP and increase depending on the weight of your order.

We are currently shipping to selected EU countries including the following: Ireland, Croatia, France, Spain, Malta and the Netherlands. We have a maximum order value of £120 including postage to the EU and eCigs-Direct is not responsible for any customs charges that may occur. On average orders take between 5 and 10 days for delivery depending on your postal network. Please note we don't charge VAT to the EU and you will need to pay this at your country's rate on import.  

All our orders are sent in either a plain padded envelope or large orders are sent in vape boxes. If you are placing a large order and don’t wish to have it in a vape boxe, please let us know prior to your order. 

We no longer send invoices with our parcels as we have taken the decision to go green and save on the amount of paper we are using. You can still find a copy of your order under "my account" along with an email invoice.

We run promotions from time to time including 10% and 15% off our entire range, which can be found by signing up to our monthly email newsletter at the bottom of this page. We cannot provide any discount codes on request to individuals.

If the item you normally order is not shown then it maybe currently out of stock. We are more than happy to give you an estimated time of arrival if you contact us, most items will be back in stock within 1-2weeks unless there is a supplier issue. 

If you have brought an item and have changed your mind, please notify us and return the item within 14 days of your purchase, for a full refund. Please note we cannot accept returns of any opened bottles of eliquid. 

On the rare occasion that you item is delivered damaged or faulty please return the item back in its original condition within 30 days including the package and we can either replace or refund your item. All returns should be sent back with a note to:

eCigs Direct, Camel House, Thorverton Road, Marsh Barton, Exeter, EX2 8FS

If we have sent you the wrong item, firstly we would ask that you please contact us to make us aware of the problem. We would also ask if you can return the item back to us when it’s safe to do so and we will get any return costs refunded. 

All returns should be sent back with a note to:

eCigs Direct, Camel House, Thornverton Road, Marsh Barton, Exeter, EX2 8FS

All items must be returned back within 14 days in their original condition and unopened. Please note we cannot accept opened bottles of eliquid or coils unless they faulty. 

Once the items have been returned we will initiate a refund within 5 days to the way you paid. Refunds can take up to 5 working days to be shown in your account depending on your bank account.