Q: WHERE IS MY ORDER?
A: When your order is dispatched from our warehouse, we will send you an email stating your order is in transit - in this email you will find your tracking number. You can click the tracking number in the email to be taken to the relevant courier's website tracking service.
There is a daily cut of time for next day DPD and Royal Mail deliveries, any -orders placed after this cut off time will be dispatched the following day.
Q: WHAT IF DPD OR ROYAL MAIL HAVE LOST MY ORDER?
A: If your courier has misplaced your order then you would first need to contact them to confirm this prior to contacting us, this way when we have clarification from yourself we can re issue your order and reclaim the cost from the relevant business.
Unfortunately, we do not control your delivery time or have any baring if you are unsatisfied with the service your chosen courier has provided. We will of course assist you if you require proof of shipments and supporting documents to make your complaints.
Q: ARE YOUR SHOPS OPEN?
A: Yes our stores are now open, we have floor markings and we will maintain the 2 meter social distancing. Our stores have sneeze screens on every counter, so you can shop with peace of mind. We have also altered our delivery charges so you can get free Royal Mail delivery on orders over £20 and free dpd delivery on orders over £50, if you prefer to stay home. Feel free to call our stores ahead of your visit if you want to minimise your time in store.
Q: I'M STRUGGLING TO PLACE MY ORDER ONLINE, CAN YOU HELP ME?
A: By all means! Please call us on 01902 302 058 and we can place the order on your behalf online. We can take your payment over the phone, then we can send your order out to you, Ste is here to take calls and online chat Monday - Friday 09:00-17:30.
MY DEVICE IS FAULTY, WHAT SHOULD I DO?
A: Depending on where you purchased your device the process will be different.
If your device was purchased online please return your device with recorded tracking to:
The Ace of Vapez Online returns department
Unit 29 Planetary Industrial Estate
You are responsible for the return of the product we heavily advise you use tracked mailing and retain poof of posting.
Please print and complete the returns form available in returns section located on footer of site (or link to)
This will allow us to process your return faster.
Once your device has been received will work as fast as we can to test your device, and issue you with appropriate refund or exchange if your return falls within our returns policy (returns policy link).
If you purchased your device in store, then please return your device to the location you purchased it from, the staff will endeavour to test your device within a maximum of 3 working days and will contact you regarding your return and available options. Proof of purchased is required for all returns.
For more information regarding our returns policy/process, please click HERE