Dispatch & Processing

• All orders are processed and dispatched from our UK warehouse. We work with trusted courier partners to get your items to you quickly and securely.
• Weekday orders placed before 3pm usually leave the same day; during peak periods please allow one additional processing day.
• Delivery timeframes are estimates measured from the moment of dispatch, not from order placement.
• Please ensure your delivery address and contact details are correct; we cannot amend addresses after dispatch.

UK Delivery Options & Prices

Services are shown at checkout based on basket contents and postcode. All services are weight-based; if your order ships in multiple parcels, charges may be multiplied accordingly.

• Royal Mail 48 POD (2–3 working days) — £4.00 / FREE on orders over £50
• Royal Mail 48 Tracked (2–3 working days) — £4.75 / FREE on orders over £50
• Yodel Small Parcel 48 Non-POD (2–3 working days) — £3.95
• Yodel Express 48 POD (2–3 working days) — £4.70
• Hermes (Evri) Small Parcel (2–3 working days) — £4.10
• Hermes (Evri) Express (1–2 working days) — £5.50
• Royal Mail 24 POD (1–2 working days) — £5.20
• Royal Mail 24 Tracked (1–2 working days) — £6.00
• DHL Express (1–2 working days) — £6.90
• DPD Express (1–2 working days) — £7.00

What do “Tracked” and “POD” mean?

• Tracked: end-to-end tracking updates are available.
• POD (Proof of Delivery): the courier records a delivery scan and/or signature/photo on delivery.
• Non-POD: limited tracking; proof-of-delivery is not provided. We recommend selecting a Tracked or POD service for time-sensitive or higher-value orders.

Tracked services include delivery scans and/or GPS events. Untracked services (e.g. Royal Mail Standard or Yodel 48 Non-POD) do not provide full tracking. We cannot accept liability for loss on untracked services.

Free UK Delivery

We offer free UK delivery on orders over £50 via Royal Mail 48 (POD or Tracked). The free option will appear automatically at checkout when your basket qualifies.

Missed, Delayed or Lost Parcels

• If your parcel is delayed beyond the estimated window, please allow for courier backlogs (e.g., peak seasons or adverse weather) and then contact us.
• For services with tracking/POD, we will investigate with the courier and keep you updated. For Non-POD services, investigations may be limited; choosing a Tracked or POD service provides better visibility and faster resolution.
• If your parcel hasn’t arrived within 7 days of the estimated delivery date, please contact us so we can investigate with the courier. Investigation outcomes are determined by the courier’s final decision.

Delivery Scope

• We currently ship within the United Kingdom.
• Couriers may not deliver to PO Boxes or certain remote locations; available options will be shown at checkout.

Age-Restricted Goods

Vaping and certain CBD products are age-restricted. We may conduct age checks where required. Orders containing age-restricted items must be received by an adult 18+ at the delivery address.

Questions?

If you need help choosing a service or tracking an order, email us at info@zhdvapestore.co.uk.

Returns & Refunds Policy

1) Overview

Our goal is to make returns simple and fair. Please contact us before sending anything back so we can issue return instructions (RMA) and, where applicable, a prepaid label.

2) How to request a return

• Email info@zhdvapestore.co.uk with your order number, item(s) and reason.
• We’ll confirm next steps and provide the correct returns address.
• Do not hand items back to the courier/driver on arrival—these parcels may not reach our returns centre.

3) Damaged on arrival / courier damage

If your order was damaged in transit, contact us as soon as possible with photos of the packaging and item. Items may be eligible for a replacement or refund.

4) Errors & shortages

Any picking errors or shortages must be reported within 3 days of delivery.

5) Faulty items

Please notify us within 30 days of delivery if an item is faulty. Reports made after 30 days cannot be accepted under this policy.

• Faulty items generally need to be returned for inspection.
• We will provide a prepaid return label for verified faults.

6) Change of mind (unwanted items)

Let us know within 30 days of delivery. Returns are accepted if items are brand new, unopened and unused in original packaging.

• The buyer is responsible for return shipping costs for change-of-mind returns.
• Use a tracked service and keep proof of postage.

7) Condition on return & inspection

If a returned product is not in the condition sent (missing parts, wear, damage, opened hygiene seals), we may refuse the return or issue a partial refund after assessment.

8) Warranty

Warranty up to 90 days from purchase on eligible products.

Exclusions: e-liquids, disposable vape pens, CBD products and clearance items (no warranty). For health/hygiene reasons, unsealed consumables (e-liquids, pods, coils, mouthpieces) cannot be returned unless faulty.

9) Return packaging & risk in transit

Pack items securely. You are responsible for any damage caused by insufficient packaging during the return journey.

10) Refunds

Refunds are made to the original payment method once the return is received and inspected. We’ll email you when processed. This policy is in addition to your statutory rights.