What carrier do you use for shipping?

admin2021-10-13T17:18:21+00:00All our orders we send by Royal Mail services. Once an order has shipped we are no longer responsible for how long an order takes to deliver to you. We will also be more than happy to open an investigation for you, but we cannot reship or refund an order that has been shipped.

I received my order and there was something wrong, what do I do now?

admin2021-10-13T17:17:21+00:00If there is any issue with your order, broken bottles, wrong flavours, nicotine levels, etc. please take a picture immediately and email them to hello@houseofvape.uk We will fix any issues right away.

Returns – Refunds – Exchanges

admin2021-10-13T17:16:24+00:00When returning a product you have purchased from our website that you believe to be faulty or incorrect please first make contact with us via our contact page or by calling 07870807070 If we ask you to post the product back to our distribution branch please include a cover note including the details of the fault, your order number, the packaging, your details such as your address and phone number and finally a returns reference number (if provided). This will allow us to deal with your issue as fast as possible. Please post the goods and use “signed for” postage services as we cannot be held responsible for items that go missing in the post on their way back to us. Any product that has been visibly tampered with or broken due to the user will not be covered. We apologise that e-Liquids cannot be returned for safety and hygiene reasons. If ordering a larger quantity of a new brand of flavour it is always sensible to order a smaller bottle size first time and if you like it then order larger bottle sizes or other flavours from the same range.

Refunds

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.

Exchanges

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 hello@houseofvape.co.uk and send your item to Dixen Direct Ltd, 50 Marlborough Road, Derby DE24 8DT 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.