COVID-19 UPDATE

Our delivery options are as follows :

Standard Delivery Royal Mail (2-3 Days) – Subject to Royal mail this can take slightly longer in some areas.
Next Day Delivery (Now Express Delivery 1-2 Working Days) – Subject to Royal mail, this is taking 2-3 Days in some locations.

Please Note: We do not process orders on all major holidays! Your order will continue processing the following business day. 

Free Delivery on orders 

All orders placed prior to 3pm Monday to Friday will be posted that day, any orders placed after this time will be sent the following working day, all orders placed after 3pm on a Friday will normally be posted the following Monday, this includes Saturday & Sunday order placement.

Order Tracking (where applicable)

While we strive to offer the most expedient and reliable service, Phoenix Vape does not and cannot guarantee transit and delivery times. After placing your order, your tracking number will be sent to the email address specified on your account.

Lost & Undelivered Packages:

Lost or undelivered packages are not the responsibility of Phoenix Vape, and any issues arising from packages not received must be resolved by the customer, with the postal carrier in use. Phoenix Vape strives in the upkeep and resolution of such matters, and any erroneous delivery issues must be reported within 24 hours of the last tracking update.

Please note that erroneous and incomplete address submissions inputted by the user will cause delays, returns, and other issues that will impact the successful delivery of your order. Phoenix Vape is not responsible for any and all costs associated with erroneous and incorrect address submissions entered by the user.

Delivery to Shipping Forwarder:

Phoenix Vape strives to ensure that all orders go out in a perfect condition to offer the best customer experience. For customers choosing to ship their order to a mail or freight forwarding service this guarantee is voided once the package arrives safely and undamaged with the forwarding service’s UK address. These services typically repackage our products. Therefore, we cannot be held responsible for damages, missing items and/or other issues that occur after initial delivery. Once the order has arrived safely to the shipping address provided on your order, Phoenix Vape is no longer responsible for the delivery of and/or condition of the order, including but not limited to issues with loss, damages and breakage, customs seizure, missing items, etc.

Order Discrepancies:

If your item was damaged, missing, or incorrect you must email us within 48 hours of the packages delivery. Once your claim has been submitted, reviewed, and approved, we will assist you with correcting this issue.

Cancelling and Altering Orders:

Due to the volume of orders Phoenix Vape receives and in our efforts to provide the most efficient service to our customers, once an order has been placed and is processing we are unable to alter, change, or cancel any order.

Delivery charges are non-refundable. Refunds are only applied to items that are returned to our warehouse. If the return of your package incurred any type of return fees, those charges will be deducted from your refund for the returned items.

Overseas

We are happy to post packages to overseas addresses but these may incur additional charges that Phoenix Vape are not liable for. Additionally some countries legalities around e-cigarettes and e-liquids forbid them, please ensure to check these before placing any orders as Phoenix Vape will not be liable for these items being held by customs.

Please Note: Import tax may be charged to all orders being shipped to addresses out with the UK please check these with your local postal services prior to placing any orders.

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We check all information on our website very carefully. However, an occasional error may occur, or manufacturers might update information we are unaware of. We reserve the right to correct inaccurate information and are not responsible for typographical errors.