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FAQ's

FAQ's

1. ORDERING

1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest everytime.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I /create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

1.3 How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 How do I pay for my orders?

We accept payments by all major credit and debit cards such as Mastercard, VISA and American Express, JCB by World Pay check out. This is a 100% secure & safe payment gateway. you can also make payments via Paypal

1.5 Can I amend and cancel my order?

Cancellations and amendments must be made within 24hours of placing order. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it.

1.6 I have a discount code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.7 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

 

2. SHIPPING & DELIVERY

2.1 When will my order be processed?

All orders will be processed within 2-3 working days, excluding weekends and public holidays.

2.2 How long will it take for me to receive my order?

The Standard courier delivery time frame is approximately 5-7 working days and the Express courier (when available) is approximately 3 working days from the time of placing your order. For all international deliveries, the time taken is dependent on our logistics partners and their affiliates.

2.3 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Team, Contact Us and we will get back to you as soon as we can.

2.4 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact our Customer Team, Contact Us with a photo of the product and we will get back to you as soon as we can.

2.5 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Team, Contact Us and we will get back to you as soon as we can.

2.6 I have not received my parcel, what should I do?

Kindly drop an email to our Customer Team, Contact Us if you have not received your parcel after 10 working days and we will assist you accordingly

3. RETURNS

All products minus eliquids can be returned to us within 28 days of purchase providing the item is still in its original and unused condition. Atomizers and Cartomizers have a dead on arrival warranty, so please let us know within 24 hours of receiving your item if it is damaged or faulty, and we will replace it or refund where possible. If the timescales exceeds 24hrs or the item has been used, we cannot always offer a refund.


E-Liquids cannot be returned under any circumstances, if we have sent out the wrong order we will send out a replacement immediately once we receive confirmation that the wrong item has been returned. All batteries have a 28 day warranty that covers electrical faults, please note E-Cig batteries can be fragile and we will not cover physical damage or wear and tear. If the battery is DOA or faulty within 28 days email us and we will send out a replacement.

 

Any advanced Kits come with a 6 month+ warranty that will cover the main body only and not chargers and batteries, the warranty for these devices will not cover physical damage or wear and tear. All chargers and batteries will have a 28 day warranty.


All products are thoroughly checked and tested before they are dispatched to our customers. However, we also know there is a small chance that a product could arrive dead or faulty, if this is the case please inform us immediately to arrange an exchange.


Returns are to be paid by the customer. We do not cover any postage or courier for returns. If you have any questions please contact us via email, the website, Facebook or phone. 

If you are returning any item, please email us at info@hardysvape.co.uk providing the following information.

 

- Order number

- Name

- Address

- Reason for return (faulty, change of mind, etc.)

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