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COVID-19 FAQs

As the UK government make changes to the way we live our lives in light of the spread of the coronavirus, we've experienced a large influx of orders and new customers. It's safer and more convenient to shop online - and we're working hard to serve you as best we can.


Our top priorities at this time are to ensure our staff are safe, our customers are looked after and our website continues to function as seamlessly as possible. 


We've introduced a few measures that may change the way you're used to shopping with us. These measures are in place to help us maintain a high standard of service and enable us to continue to supply you with your goods in the long-run.  


  • Am I able to order? Will my order arrive?


Yes, we remain open and able to send you your orders as we always have.  Our two carriers, Royal Mail and DPD, are both operating and will have your order delivered as quickly as possible.


  • Will there be delivery delays?


Due to increased demand, we've made a change to our delivery cut-off. Typically, any order placed before 4pm would be dispatched that same day; this cut-off has now been moved to 3pm. This change is temporary and will be reverted as soon as possible.


We're working hard to get every order placed before the cut-off time dispatched, however, we are unable to guarantee this. At most, dispatch may be delayed by 24 hours. 


Once your order has left our warehouse, delivery time will depend on your carrier. Both Royal Mail and DPD are posting daily service updates. You can view the Royal Mail service update here and the DPD one here. 


  • Will I be in contact with the driver when my order is delivered?


All carriers have introduced new measures to abide by social distancing rules. 


If your order is under £75: you will not have to sign for your order and it will be delivered by Royal Mail (if DPD was not selected). If your parcel will not fit through your letterbox, it'll be left at your doorstep. 


If your order is between £75-£100: your order will be sent with a Royal Mail Signed For service. You will not be required to sign for your order, instead, the postman or postwoman will take your name and sign on your behalf. 


If your order is over £100 or you selected a DPD service: You will not be required to sign for your order, instead, the delivery man or woman will take your name and sign on your behalf. All DPD tracking functionality will remain, including the option to deliver to a safe place if this is preferred. To ensure delivery during this time, DPD Drivers may also leave your order with a neighbour if you are not present. 


  • An item I want isn't in stock, what should I do?


We've broken off a team who are actively re-stocking items around our warehouse. We're focusing on popular items and brands where possible. If an item you want isn't available, we strongly recommend you frequently check back. You can also sign up to stock notifications, which will trigger an email alert as soon as the item is available to buy. You can sign up to these on the product page where it says "Email me when back in stock" (select the desired nicotine level or colour first).


  • Is it safe to receive a parcel?


The risk of contracting the virus from a parcel is deemed as low. Current studies indicate that the virus cannot survive on a surface for very long. The UK government still encourage online shopping, as the risk is far less than face to face shopping. All staff are wearing protective masks and gloves to reduce the chance of products being contaminated. 



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