Delivery Information

Delivery Information

Delivery, Cancellation and Returns

Delivery and Returns
We deliver from our dispatch centres in both the UK and outside the EU. Delivering to UK Mainland, Highlands & Islands, Ireland (ROI) & select European destinations.
All dispatch and delivery times are as accurate as possible, in exceptional circumstances these can vary slightly.
Deliveries to ALL destinations (UK Mainland, Highlands & Islands, Ireland (ROI) & select European 
destinations).
Standard Delivery Service
Dispatch time: Next day if ordered before 1pm (Mon-Fri)
Delivery time: Usually takes 3-4 working days from dispatch.
Where you see items with the delivery included banner, these will be dispatched by our standard 
international delivery services. Selections for other delivery services in the checkout will not apply to 
these products.
Deliveries from our UK Mainland Warehouses 
UK Deliveries


UK Delivery Processing Cost

UK -Royal Mail Small Parcel 2rd Class, Aims to delivery within 2-3 working days £1.98
UK - Royal Mail Small Parcels,  Aims to delivery within 2-3 working days £3.95 (Free if £29.99 or 
over)
UK - Royal Mail 24,  Aims to deliver next working day £4.95


Working days are defined as Monday – Friday (excluding bank and public holidays) – therefore any 
orders placed after 2pm on Friday will not be processed until Monday. We are currently offering free UK 
delivery (Royal Mail 48) on all orders £29.99 or over. All Royal Mail 24 and 48 
include standard liability up to £100, SMS and Email notifications.
Working days are defined as Monday – Friday (excluding bank and public holidays) – therefore any 
orders placed after 1pm on Friday will not be processed until Monday.
Order cut-off for all delivery services is 1pm (UK time). Orders placed after 1pm will be treated, for the 
purposes of delivery, as having been placed the next working day. We try our best to accommodate 
and be as flexible as possible, please email us if you have any specific requirements on 
sales@conwy-valley-vapours.co.uk 
The majority of deliveries require a signature to confirm receipt. If a signature cannot be obtained, the 
carrier may ask a neighbour to sign for the delivery. Deliveries that require a signature will not be left if 
a signature cannot be obtained.
If the carrier leaves the delivery with a neighbour or at your local post office, they will leave a card for 
you telling you where it is. You may, when placing your order online, specify a different delivery 
address than your payment address if this is more convenient for you.
All delivery timescales are approximate and subject to availability. The precise timing of a delivery 
cannot be specified.
Please note: Royal Mail standard delivery service does does not deliver on a Sunday.
We ship internationally and a large portion of our orders are sent to Europe. Please choose your 
geographical zone when checking out. We ship all international orders via Royal Mail International, Our 
new Royal Mail courier service is a better choice in terms of efficiency and speed although prices do 
vary dependant on location.
Insurance
All our Royal Mail Tracked 24 and 48® services are insured up to the value of £500.
If your order has not arrived within 5 working days (UK orders) and 14 working days (non-UK orders) 
please contact us quoting your order number in all correspondence.
If you require any clarification regarding 'Dispatch & Deliveries' please feel free to contact us on: 
sales@conwy-valley-vapours.co.uk 
EU Countries
In line with the legislation passed on May 20th 2016 and upon further information provided by the UK 
government on 1st August 2016, it is with sadness that we must now cease shipping to EU member 
states that have not permitted cross-border distance sales of e-cigarette products.
The following list of countries has either permitted cross-border distance selling or has not, as of yet, 
confirmed their own rules regarding this:
Czech Republic
Denmark*
France
Germany
Ireland*
Malta
Netherlands
Norway
Sweden*
Croatia
Slovenia
Iceland
Turkey
United Kingdom
In short, we will continue to ship e-cigarette products to the above list of EU member states. 
*Awaiting confirmation from country
The following countries have banned cross-border distance selling of e-cigarette products:
Austria
Belgium
Bulgaria
Estonia
Finland
Greece
Hungary
Italy
Latvia
Lithuania
Luxemborg
Poland
Portugal
Romania
Slovakia
Spain
We are no longer allowed to ship products to any customers in the list above.
Cancellation of Order
All orders can be cancelled anytime before dispatch. Simply log into your account at 
https://conwy-valley-vapours.co.uk/login and cancel order.

RETURNS / MISSING ITEMS
If your item/s are missing, defective or not as described, the following will apply to you...
You must contact sales@conwy-valley-vapours.co.uk and request an RMA BEFORE returning your item. Returning 
without an RMA will result in the package being returned to you. You need the following information to 
request an RMA: 1) Valid Order Number, 2) A Valid Reason to return the item - see details below.
You must notify us of any missing, incorrectly received or unwanted items within 30 days.
All items carry a 1 year warranty unless otherwise stated. If any of your purchases develop a fault, and 
it’s more than 30 days since receipt, then provided your item is within its warranty period, you are 
entitled to a warranty repair. In some cases, manufacturers provide a direct warranty repair.
All goods returned to conwy-valley-vapours.co.uk  are assessed by our specialist team. Where possible we will repair / 
replace the defective part to the manufacturer's specification & return the goods to you.
If your item/s has been mis-described and you wish to return it, you may do so but we must be notified 
within 7 days of receipt.
We cannot be held responsible for goods lost in transit. For valuable items we recommend using a recorded delivery service.
Where it is not possible to use our Freepost address or if you choose to return the defective product to 
us using your own method of delivery, we will refund up to £2.99 of the costs incurred by you. This will 
only be refunded upon the receipt of proof of the carriage costs.
Unwanted items must be returned to us unopened, in a saleable condition, complete with their original 
packaging and accessories. All return costs, risk of loss or damage in transit shall be borne by the 
Buyer.
To arrange a claim for your missing items we have to allow a full 28 days from the date of dispatch for 
the delivery of the goods (as required by the Royal Mail Postal Service), then we will be able to arrange 
to refund or resend the items as required.


When ordering from the US, parcels may be subject to import tax and duty charges, which the buyer is responsible to pay.