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Delivery policy

Delivery Policy

Free Shipping:

We currently offer a FREE UK shipping option on all orders within the United Kingdom.

Free shipping offer does not apply to international orders shipping outside of the United Kingdom.

In regards to our free shipping option, there are no guarantees on the timeline of the shipment, however, most orders dispatch within 1 business day and after your order dispatches it will take 1-3 business days for delivery.

Order Processing:

In most cases, all orders will ship within 1 business day of placing your order. If you place your order over the weekend (Friday after 1:30 pm through Sunday), your order will be shipped on the following Monday. This estimate does not include the actual shipping times, which are listed below.

We do our very best to ship orders as quickly as possible. Our shipping schedule may vary slightly during extremely busy times such as sales events and during the holiday season.

Shipping Methods:

We have partnered up with Royal Mail to deliver our packages, we may also use UPS, DPD, DHL and ParcelForce on occasion for heavier items. 

Delivery Times:

Once your order is processed for delivery, you will receive an e-mail confirmation that your order has shipped, along with tracking information.

All orders shipping via our free shipping offer will be shipped via Royal Mail 24 and will usually be delivered within 1 to 3 business days after your order is processed.

Please note that Royal Mail shipping times are not guaranteed.

Shipping Rates:

All additional shipping methods and rates are listed when you place your order at check out.

In the event that you receive the message, "No shipping rates available for your area", this means that we currently do not ship to the address or location that you have provided. If this is an international order and you are receiving this message, there may be restrictions on sending products to your country. Please contact our Customer Support Team for additional information.

Back Orders:

In the unlikely event that a product in your order becomes unavailable, we will attempt to contact you for a an alternative replacement item, or may at our discretion remove the item from your order and issue a refund back to your credit card or other method of payment. 

International Orders:

International and EU shipping delivery times are not guaranteed.

EU orders typically arrive within 2-7 business days.

Due to the large number of international shipping locations, we cannot provide accurate delivery times, 5 - 30 business days should be allowed. This greatly depends on where you are located.

In the event that your international order is returned to us by customs, we will notify you of the status and may attempt to reship your order, or may at our discretion cancel the order and refund your purchase. 

Damaged Or Missing Products/Order:

In the event that you receive your order and there is product damage, broken bottles, wrong flavors, incorrect nicotine levels, etc., please take a picture of the products immediately and e-mail them along with a brief description of the problem to our Customer Support Team, and they will assist you in resolving the problem.

If you have any questions, please contact our Customer Support Team at lee@primevapes.co.uk or via our live chat option online.