Delivery and Returns
Standard Delivery
We are pleased to provide standard delivery at no additional cost, and orders are shipped via Evri.
We aim to dispatch your item(s) the same day the order is placed (excluding weekends and public holidays) and will aim to deliver within 2 – 5 working days from the date the order is dispatched, provided that the order is placed before 8pm on Monday to Friday.
Please be aware if you place an order on a weekend, your order will be processed the following Monday (excluding public holidays). If your order is placed on a Public Holiday, the order will be processed on the next available working day. Please also note that we do not deliver to BFPO addresses.
Whilst we will do our best to ensure your order is delivered within the advertised timeframe, as our orders are delivered by third party couriers, any delay by them is outside of our control. If you have not received your order after 5 working days (this does not include weekends and public holidays) from the date the order was dispatched, please contact our Customer Care Team on 0800 133 7350 (Monday – Saturday 8am – 6pm).
Next Day Delivery
We are pleased to provide a next day delivery service, and orders are shipped via Evri. If you live within the M25 area, your order may be delivered by either Evri or Fin Mile. If you place an order for one of our Vuse Ultra products, this will be delivered by DHL on a next day delivery where possible*.
Please ensure you place your order before 10pm on Monday to Friday (excluding public holidays) and we will aim to deliver the next day (excluding Sundays and public holidays). Please also note that we do not deliver to BFPO addresses.
If you place an order on a weekend, your order will be processed the following Monday (excluding public holidays) and we will aim to deliver it the next day. If your order is placed on a day that is a Public Holiday, we will aim to process the order on the next available working day.
Orders with a value of £50 or more, will qualify for free Next Day delivery. Orders that contain any of our Ultra products qualify for free next day delivery (where available) regardless of value. Our Next Day Delivery service is not available for Northern Ireland, Isle of Man, Channel Islands and Scottish Highlands and Islands.
We also offer a next day delivery service with DPD at an extra cost of £5.99. Please ensure you place your order before 4pm Monday – Friday (excluding public holidays) and we will aim to deliver the next day (excluding Sundays and public holidays). Please be aware if you place an order after 4pm Monday – Friday or on a weekend, your order will be processed the next working day (excluding public holidays) and we will aim to deliver it the next day.
Whilst we will do our best to ensure your order is delivered within the advertised timeframe, as our orders are delivered by third party couriers, any delay by them is outside of our control.
If you have not received your order after 5 working days (this does not include weekends and public holidays) from the date the order was dispatched, please contact our Customer Care Team on 0800 133 7350 (Monday – Saturday 8am – 6pm).
*Please be aware that DHL do not offer Next Day Delivery to Northern Ireland, Isle of Man and Scottish Highlands. Deliveries to these areas would be 2 – 5 working days from the date of dispatch.
Please note for all orders, once you have placed your order, we are unable to make any changes to it.
Delivery Duration
You can see the estimated dispatch time of your order online. Please note, the dispatch times are estimates and are not guaranteed times. You will receive an email confirmation once your order has been dispatched. If you have not received your order within 10 working days of the delivery date given, please get in touch with Customer Services.
If You Are Not at Home When The Product Is Delivered
If no one is available at your address to take delivery and the products cannot be posted through your letterbox, the courier may either leave the parcel in a safe location you specify or rearrange delivery at an alternative day/time. You should contact the courier to arrange a safe place/neighbour for the parcel to be left in, or choose an alternative date you would be available to accept the delivery, should you not be available on the day of delivery.
Damaged Deliveries
If your order arrives damaged or defective in any way then please contact us as soon as possible to arrange a return. We reserve the right to inspect the product and determine whether or not we consider the item to be defective. If we find that it is, you will receive a full refund or replacement.
Returns
You have certain legal rights to cancel and return your Vuse order within 14 working days of placing it.
If you would like to cancel and return your order, please follow the steps below:
1. Email us at info.uk@vuse.com, use the chat widget to get in touch with our customer care agents, or write to us at: Vuse Customer Care, Building 7, Chiswick Business Park, 566 Chiswick High Road, London, W4 5YG
2. Our team will then get in touch shortly after to explain how we can replace your product or provide you with a refund.
Vuse Ultra
We are pleased to offer free next day delivery with DHL on all orders containing a Vuse Ultra device, as well as on all Ultra Smart Pods subscription orders.
In addition, Ultra Smart Pods orders with a value of £50 or more will also qualify for free next day delivery with DHL.
