Delivery Policy

Once your order has been dispatched, you should receive it within a few working days for Standard Delivery.

• All orders placed after 9am, Monday to Friday, should be dispatched the following working day*.
• Once your order has been received, we will send you a confirmation email. 
• Once your order has been dispatched, we will send you another email confirming. 
• Ubervape have the right to cancel at any time.
• Next Day Delivery guarantees your order will be with you the next working day by 4pm (the cut-off is at 9am). Next Day Delivery is unavailable for Saturday deliveries.
• Express Delivery is 1-2 working days from the time of dispatch (the cut-off is at 9am). Express Delivery is unavailable for Saturday deliveries.
• Tracking references will need to be requested after receipt of your Confirmation of Dispatch email as these will not usually be included in any automated communications from Ubervape. If an order is returned to sender, a second delivery charge will be incurred to resend an order.
• If a signature is required for an order to be delivered and no one is available at the delivery address provided, this may be left with a neighbour who can sign for it on your behalf. If you would not like your order left with a neighbour, please let us know at the time of placing the order and we will inform the courier. 
• UK Standard Delivery and Express Delivery are usually sent via a tracked service with no signature required. This can be left at a Safeplace, to opt-out or specific Safeplace instruction please see below.
• There is no shipping on Saturday or Sundays so orders placed after 9am on a Friday will be shipped after the weekend.
• If your order hasn't been dispatched yet and you need to amend your order, you may call us on 01279 439 602 or get in touch via our Contact Us page. We cannot guarantee an amendment to the order prior to it being dispatched but we strongly advise you call us for urgent enquiries.
• If your delivery is open, damaged or otherwise not as expected please return this to the delivery driver immediately so they can make a record of this on the consignment.
• Some Tracked services may be emailed to the buyer on the evening of the day it has been dispatched. Requests for alternate delivery options can be made with the courier prior to the parcel going out for delivery however, this is not a guaranteed service.
• If you place a promotional order without including a promotion, voucher or discount (Including 44TEN) you are not entitled to a price adjustment unless you contact us before the order is dispatched. Ubervape may fulfill any price adjustments within 30 days but are not required to. No price adjustments will be made after 30 days after the order date.
• Ubervape UK aim to have all orders dispatched within 1 working day this cannot guarantee and minor delays may occur from time to time during peak periods.

When to Contact Us About Your Delivery

If you have any concerns about your delivery, please contact us—but we kindly ask that you allow the following timeframes first:

• UK Mainland: Contact us if your order has not arrived 7 days after the last estimated delivery date
• Channel Islands & Isle of Man: Contact us after 10 days from the last estimated delivery date
• International Orders: Please allow additional time for delivery, as customs processing may cause delays outside of our control

Before Contacting Us

Please note:

• Delivery times provided at checkout are estimates, not guarantees, and delays can occasionally occur due to factors outside our control (e.g. courier delays, weather, customs).
• Most orders are shipped via Royal Mail Tracked, but alternative couriers may be used in certain situations (e.g. large orders, battery restrictions, locker or pickup deliveries).
• Tracked services do not require a signature and may be left in a safe place at the driver’s discretion unless you have requested otherwise before dispatch.
• Orders under £35 that qualify as Large Letter are not fully tracked. These will only update once delivery has been attempted or completed.

You Should Contact Us If:

• Your order has not arrived within the timeframes above
• Your tracking shows delivered but you have not received your parcel
• Your parcel appears to be lost or significantly delayed
• You need help interpreting tracking updates (including limited tracking services)
• Your order arrives damaged or incomplete

If you’re unsure, feel free to reach out—we can access additional courier scan information that may not be visible on public tracking pages.

 

Claims for Lost, Missing or Tampered Deliveries

In the event that your order arrives damaged, tampered with, with items missing, or is reported as not received, a formal investigation must be conducted with the courier before any resolution can be provided.

All such cases will be treated as delivery claims and are subject to the courier’s investigation process. This includes, but is not limited to, parcels that:

• Arrive visibly damaged or opened
• Contain missing items
• Appear to have been tampered with in transit
• Are marked as delivered but reported as not received

To proceed with a claim, customers are required to:

• Notify us as soon as possible upon receipt or expected delivery date
• Provide clear photographic evidence of the parcel (including outer packaging) and all contents received
• Retain all original packaging and items for inspection if required
• Complete any required documentation, including a Denial of Receipt declaration, where applicable

Once sufficient evidence has been received, we will raise a claim with the courier on your behalf. Please note:

• Courier investigations can take up to 30 days from the date the claim is submitted
• No refunds or replacements will be issued until the courier investigation has been completed and a decision has been reached

We reserve the right to refuse claims where insufficient evidence is provided or where required documentation is not completed.

In certain circumstances, and strictly at our discretion, we may choose to offer a replacement or refund prior to the conclusion of the courier investigation. This will only apply where:

• Clear and irrefutable evidence is provided, and
• There is no prior history of delivery issues associated with the delivery address

This policy is in place to ensure fair handling of claims and to protect against loss, fraud, and misuse of our services.

Right To Cancel

A request to cancel an order prior to it being dispatched cannot be guaranteed. Should this be the case you are responsible for the safe return of the order for a refund or replacement in accordance to the Right To Cancel.

For full details on our Right To Cancel, please see our Returns Policy.

Undeliverable Addresses / Returns

Ubervape are not responsible for any errors that you make on the delivery address. If an order is placed to an invalid or undeliverable delivery address, a refund cannot be issued unless the order is returned to us. We will resend the order if it is returned to us, upon request by you; we may apply a surcharge for the additional postage. Alternatively, we will issue a refund for the products returned to us excluding Ubervape's delivery charge incurred to send the order. This applies to all delivery services used.

The customer is responsible for providing an address available for delivery. The majority of orders will be sent via a delivery service that requires a signature, it is the customers responsibility to ensure someone is available to provide a signature for the parcel. The customer will be notified if the courier has attempted to deliver your order; a card will be left with instructions on how to arrange a re-delivery or collect the parcel from the local delivery office. If the customers fails to collect the parcel or two unnecessarily delivery attempts have been made, the parcel should be returned to us. Please allow up to 14 working days for undelivered orders to be returned to us. We will resend the order if it is returned to us, upon request by you; we may apply a surcharge for the additional postage. Alternatively, we will issue a refund for the products returned to us excluding Ubervape's delivery charge incurred to send the order.

Ubervape cannot guarantee orders placed to address services associated only with the national postal service of that country. This includes PO Boxes, Locker/Deposit boxes such as DHL's Packstations, etc. Orders dispatched in the UK may be sent via APC Overnight and orders dispatched to Europe will be with GLS-Group. Any returns as a result of this will require an additional delivery charge to be resent or a refund will be provided for the items excluding the initial delivery charge.

Ubervape may be able to leave a parcel at a safe place of the delivery address, by request of the customer. This is at the customers risk and Ubervape are not responsible for any loss or theft of the parcel once the order has been delivered to the safe place.

Ubervape are not responsible for checking if products are restricted or prohibited in any countries outside of the UK. Please check your local customs laws prior to placing the order. We will resend the order to an alternate address if it is returned to us, upon request by you; we may apply a surcharge for the additional postage. Alternatively,  once the order has been returned to us we will issue a refund for the products returned excluding the delivery charge incurred to Ubervape to send the order. Should the order be destroyed or go missing as a result of a Customs enquiry to the specified delivery country, Ubervape hold no responsibility for any loss and a refund will not be available.

Safeplace

UK Standard Delivery and Express Delivery are usually sent via a tracked service with no signature required. If no one is available at the delivery address provided, the parcel may be left in a Safeplace or with a neighbour. You can request for a designated Safeplace or opt-out however, you would need to contact us by phone prior to the order being dispatch – please see our opening hours and cut-off times to ensure you reach us within this period. To opt-out of a Safeplace delivery, a signature may be required upon delivery and a small fee may be incurred.