Delivery Policy
This Delivery Policy explains how Smoke Shop dispatches and delivers orders within the United Kingdom. Delivery options and charges shown at checkout apply to your order.
We aim to dispatch promptly, but delivery times are estimates and not guarantees. Events outside our control (weather, courier disruption, public holidays) may cause delay.
1. Overview
Smoke Shop operates as an online retailer in the United Kingdom. Orders are fulfilled for UK addresses. We do not currently offer international delivery outside the UK unless we expressly agree in writing for a specific order.
2. Service options
We deliver UK orders using Royal Mail tracked services. Options shown at checkout may include:
| Service | Typical timescale | Notes |
|---|---|---|
| Royal Mail Tracked 48 | 2 to 5 working days | Our standard service. Often free on qualifying orders. Full tracking included. |
| Royal Mail Tracked 24 | 1 to 2 working days | Faster tracked option. Charge shown at checkout. Full tracking included. |
Working days are Monday to Friday, excluding UK public holidays. All parcels are sent with Royal Mail tracked delivery.
3. Order processing
Orders placed on working days before our cut-off are typically processed the same day where stock allows. Orders placed after cut-off, at weekends or on public holidays are processed on the next working day.
You will usually receive dispatch confirmation and tracking where the carrier provides it.
4. Coverage and restrictions
- Mainland UK - standard options apply as shown at checkout.
- Scottish Highlands, islands, Northern Ireland and certain remote postcodes - Royal Mail Tracked 24 may take longer or be unavailable; extended timescales may apply.
- Outside the UK - not offered by default. Contact us before ordering if you need a special arrangement.
Please ensure your address is complete and correct, including flat or unit numbers and postcode. Incorrect addresses may cause delay or failed delivery.
5. Age verification on delivery
Age-restricted nicotine and vaping products may require an adult aged 18 or over to sign for or confirm receipt. Couriers may request photo ID. If nobody eligible is available, the parcel may be held or returned, and additional charges or delays may apply.
6. Delays, failed delivery and non-receipt
If a delivery fails, follow the courier's card or tracking instructions. Contact us if a parcel shows as delivered but you have not received it, so we can investigate with the carrier.
Please report non-receipt promptly. Claims raised a long time after the estimated delivery window may be harder to investigate. We will treat genuine courier issues fairly in line with your consumer rights.
7. Contact
Delivery questions: sales@smoke-shop.co.uk. Include your order number and postcode.