Shipping Options and Delivery Policy
IMPORTANT NOTICE: Due to new BREXIT regulations, customers from the EU no longer pay VAT on orders. This means there is a 20% reduction on website prices. However, the customer is now liable for paying any customs charges or import fees upon receipt of their parcel. Charges can vary from country to country, so please check these charges before placing an order. This may result in temporary delays at the border which may extend parcel time in transit. Thank you for understanding. Please note: If an international parcel is returned to us due to a none payment of fees/charges, the amount in fees will be deducted from the total order refund.
Working days are between Monday – Friday, and exclude bank holidays.
Royal Mail 24 is used for UK orders. This will typically arrive next day once dispatched; however, it can in some cases take up to 5 working days as this is not a guaranteed service.
If your order has not arrived in 5 working days after dispatch, please contact us and we will track down your order. Before this time, your order may still be in transit. Orders are not considered lost by Royal Mail until 14 working days have passed. Due to this, a replacement can only be issued after this time for UK orders.
For international orders, this is 20 working days. Before this time, the item may just be delayed in the post.
International post is sent via International Tracked Royal Mail Post
We cannot be responsible for issues that occur at fault of our postal services or to situations out of our control such as weather, courier handover, package re-directions or custom delays.
We are not responsible for issues resulting from incorrect addresses on orders, failed delivery attempts, items left uncollected from the delivery office, or difficulty accessing the order addresses property.
If items are sent back to us due to any of the problems above, the postage costs will have to be paid to send the parcel back out again. Please contact us to arrange this. However, we can also refund your order minus postage costs. Please note, we cannot send out replacements until the original parcel has arrived back with us.
Orders returned to NovaVapes due to none payment of customs fees will have the payment fee reduced from the total order refund.
In cases where we have a delivery confirmation, however goods have not been received, please contact your local delivery depot who marked the item as successfully delivered to your property.