GENERAL
Once your order has been dispatched, you will receive it the next working day.
All orders placed after 3.30 pm, 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 dispatch.
Wake and Vape reserve the right to cancel orders at any time.
Next Day Delivery guarantees your order will be with you the next working day by 8 pm.
Next Day 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 Wake and Vape.
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 prefer your order not to be left with a neighbour, please let us know when placing the order and we will inform the courier.
There is no shipping on Saturdays or Sundays so orders placed after 3.30 pm 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 01256 898875 or get in touch via our Contact page. We cannot guarantee an amendment to the order before it is dispatched but we strongly advise you to call us for urgent enquiries.
If you place a promotional order without including a promotion, voucher, or discount, you are not entitled to a price adjustment unless you contact us before the order is dispatched. Wake and Vape may fulfil any price adjustments within 30 days but are not required to. No price adjustments will be made after 30 days from the order date.
All orders over £35 delivered to England, Wales, and Scotland will be delivered using DPD Local unless otherwise requested by the customer via telephone before the order is dispatched.
Wake and Vape aim to have all orders dispatched within 1 working day, but this cannot be guaranteed and minor delays may occur from time to time during peak periods.
1. WHEN TO CONTACT US
If you have recently placed an order with us, allow up to 2 days before contacting us. This is to ensure that the courier has sufficient time to deliver your parcel.
If you have any general questions regarding our products, please look at our FAQs to see if your question has already been answered. We respond quickly to emails, so please feel free to get in touch.
Orders which are sent via secure mail can be tracked. Deliveries that only require a signature are not a fully trackable service and therefore will only show an update if an attempt of delivery has been made if the parcel is being returned to the sender, or if there is a customs issue (exports only). Deliveries that are tracked without requiring a signature are fully tracked throughout their process in transit; a signature may not be required but a confirmation of delivery can be provided. Tracked services requiring a signature are both fully trackable and require a signature upon receipt of the delivery.
2. RIGHT TO CANCEL
A request to cancel an order before it is dispatched cannot be guaranteed. Should this be the case, you are responsible for the safe return of the order for a refund or replacement by the Right to Cancel policy.
For full details on our Right to Cancel, please see our Returns Policy.
Undeliverable Addresses / Returns
Wake and Vape 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 Wake and Vape’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 customer’s 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 customer fails to collect the parcel or two unnecessary 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 Wake and Vape’s delivery charge incurred to send the order.
Wake and Vape 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 DPD Local and orders dispatched to Europe will be with the best alternative. 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.
Wake and Vape may be able to leave a parcel at a safe place of the delivery address, by request of the customer. This is at the customer’s risk and Wake and Vape are not responsible for any loss or theft of the parcel once the order has been delivered to the safe place.
Wake and Vape are not responsible for checking if products are restricted or prohibited in any countries outside of the European Union. Please check your local customs laws before 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 Wake and Vape to send the order. Should the order be destroyed or go missing as a result of a Customs enquiry to the specified delivery country, Wake and Vape holds no responsibility for any loss and a refund will not be available.