UK Domestic Shipping
We use Royal Mail Parcel 24 and DPD Fully Tracked & Signed for Courier services with the following delivery charges based on order cost:
Royal Mail Parcel 24:
Order cost up to £10.00— Delivery Cost £1.50
Order cost £10.01 up to £39.99— Delivery Cost £2.99
Order cost £40.00 up to £74.99- Delivery £3.99
Order cost £75.00 or above- Delivery Free
DPD 24 Hour Tracked and Signed Delivery:
Order cost up to £74.99— Delivery Cost £6.50
Order cost £75.00 up to £149.99— Delivery Cost £3.25
Order cost £150.00 or above- Delivery Free
Next working day delivery does not apply to orders placed at weekends and bank holidays.
95% of our orders are processed and dispatched from our warehouse and fulfillment center in Leicester UK.
We have a dedicated shipping postage and packaging department, who are committed to getting the items sent out to our customers as quickly and as securely as possible.
All of our Shipping Options are weight based.
We aim to get all orders placed before 12pm dispatched the same day (Monday-Friday), however this is not always possible. Therefore, we would ask you to add 1 extra processing day onto the listed delivery duration.
Please note that the delivery duration is calculated from the point of dispatch, rather than when the order was placed.
Please note, we cannot take responsibility for parcels that go missing under the Royal Mail Standard (untracked) service. No replacements or refunds will be provided in these cases.
Our orders are fulfilled using a variety of 3rd party couriers, depending on size, weight and destination. Unfortunately, on very rare occasions, the parcels can be subject to delays, damage or loss. Please get in touch with us as soon as possible regarding delivery issues, as we will not be notified until the situation is brought to our attention.
We aim to deliver all of our orders within the estimated delivery duration. If for any reason we cannot deliver your orders within the specified time, we will inform you right away. Our delivery partners include Royal Mail and DPD.
In the unlikely event that your buyer has not received the parcel, we would kindly ask you to wait 7 days from the estimated delivery date before contacting us. Courier services can occasionally experience some unexpected delays, which unfortunately we do not have any control over.
The delivery duration applies only after the payment has been made, as opposed to when the order was placed or created.
INTERNATIONAL SHIPPING CHARGES:
Europe – £14.75 +vat (4-6 days)
Rest of the World – £19.75 +vat (6-8 days)
Europe includes every recognised European country, and ROW includes almost every country outside of this zone. Please note that international shipping duration is an estimate only, and it may vary from country to country. On some occasions, it may take longer than the estimated delivery time.
Please Note: International shipping covers more than 180 countries.
Please note that you will be responsible for All Taxes and Customs related costs in the destination country.
We highly advise you to check the destination country’s law relating to importing e-cigarette products, such as import taxes, duties and compliance, before placing orders. Some products may require special licenses or permits to import and we won’t be responsible for products rejected or confiscated by your local customs.
Returns & Refunds
We’re committed to selling excellent quality products we hope you’ll enjoy but we also know that, for one reason or another, there may be a time when you want to return something you’ve bought.
If I Change my Mind
All orders can be returned to us within 7 days of purchase.
If you change your mind and wish to return the goods you purchased, you can return those within 14 days from the date of purchase. In this instance the returned products should be sealed in their original packaging and unopened. If you are returning an item over the value of £50, we would recommend that you should consider using a trackable shipping service or purchasing shipping insurance. We cannot provide a guarantee that we will receive your returned item.
We cannot accept e-liquids once their seals have been opened.
If you have missing items in your order, we would highly recommend you to check your order once again and to check all corners of the box and the packaging material used. We have found that 90% of the times the items are found within the box or the packaging.
For any orders containing errors and/or shortages you must notify us within 24 hours of receipt.
Faulty or Damaged Items
If you have received items that have been damaged in transit, please contact us as soon as possible and let us know. We will advise you of the next steps and your goods may be eligible for replacement or refund.
Damaged and faulty items must be returned to us for inspection by our technical team.
If the item you returned is not in the condition in which we sent it out, we reserve the right to send the item back to you or provide only a partial refund after assessing the items for damages.
If there is any sign of cosmetic or accidental damage, then we will not accept the return of the item and we will send the item back to you.
You are responsible for any damages caused to the items in return transit by inappropriate packaging. We would advise taking photographs of your return items before sending back to us.
We do not accept returns for clearance products and our warranty does not apply to those.
When faulty, we will always try to repair the products and send the same product back to you. If repair is not possible then we will provide a replacement or a refund.
It may take up to 7 days to inspect the product and come to a conclusion.
If the product received is believed to be non-faulty after testing, we reserve the right to send the items back to you. We do receive a lot of of non-faulty items.
We insist that you check every product that was brought to you by your customer before returning them to us.
Should you have doubts regarding an item being returned to you from your customer, you are at liberty to refuse the refund or exchange until the product has been examined for signs of misuse, tampering, damage etc. You should also make your customer aware of this process, so that we have enough time to carry out the investigation on your behalf.
How to Return an Item
If you want to return a package, it is essential that you enclose at least your name and address so we can identify you on the database, preferably with the invoice number of order ID with the goods and a note describing the item and the reason for return. Please keep proof of posting. Any refund will be issued to the card used to make the original purchase. Please allow 3-5 working days for the funds to show in your account. Should a return be requested or received after 15 days, it is at CBD Oil DEN’s discretion to give a refund. If you have any further questions, please contact us.
Our Return Process
- Before returning an item to us, you must contact us on [email protected]den.com and let us know of the problem.
- We will then send you a “Return Form”. You must fill in the return form and send it with the item returned.
- Once the returned item has been received, our team will review this and contact you with a resolution within 5 working days.
Please Note: If we receive any product without a return form, then this will result in a delay in processing your return.
For instances in which we prove a refund for a faulty, returned or missing item, our first option would be to provide you with a gift voucher than can be redeemed online with your next order.
Alternatively, we can provide a refund back to the original payment account. However, this can take up to 5 working days to deposit.
The Logistics Department
23 Dorothy Road