FAQ
Q: CAN I CHANGE THE DELIVERY OPTION?
A: Don't worry if you selected Stoke On Trent Delivery and are not in Stoke On Trent. We will automatically update your order to Royal Mail Delivery and get your order dispatched ASAP.
Like wise if you are in Stoke On Trent and selected Royal Mail Delivery, We will also update your order and deliver the sameday instead.
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.
If you selected Stoke On Trent Delivery and are in Stoke On Trent you will receive you order the same working day. Unfortunately we can not provide a time slot. If you are not in Stoke On Trent, your order will be sent via royal mail.
Q: WHAT IF 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: CAN I CALL AND COLLECT?
A: Yes please call us to place your order.
Q: I'M STRUGGLING TO PLACE MY ORDER ONLINE, CAN YOU HELP ME?
A: By all means! Please call us and we can try to help the best we can.
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:
Stoke Vape Stop Online Retail Returns
55 Chell Street
Stoke-on-Trent
ST1 6BB
You are responsible for the return of the product we heavily advise you use tracked mailing and retain poof of posting.
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.