Delivery & Returns

Delivery

We are currently dispatching as normal since the Covid-19 Pandemic, if conditions change then we will update our website with our updated policy as soon as possible. Currently we offer the following delivery options:-

Royal Mail 1st Class, Royal Mail 24, Royal Mail Tracked, Royal Mail Next Day Special Standard International & Tracked International

For international orders the buyer assumes responsibility over their purchase once it has left our distribution centre. Please check your local laws, any items refused by customs in the country of delivery and those your purchase may travel through are out of our control and may be destroyed. Items not cleared through customs may be returned to us or they may be destroyed by customs at their discretion. In the event of a missing international order that is not returned to us we reserve the right to not issue a refund or replacement.

Returns

Our returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Sale or discounted items are eligible for exchange only, and are non-refundable.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and any tamperproof seals must be intact.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable), any item not in its original condition, is damaged or missing pouches for reasons not due to our error or any item that is returned more than 30 days after delivery.

Refunds (if applicable) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable) 

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us.

Exchanges (if applicable) 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at staysmokeless@mail.com for further instructions. 

Shipping 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable delivery service or purchasing delivery insurance. We cannot guarantee that we will receive your returned item.