Delivery 

At Firehouse Vape our order cut-off point for all delivery services is 3pm (UK time), Monday to Friday. Order placed over weekends and bank holidays will not be dispatched until the next working day. You may recieve a notification saying that your items have been shipped outside of these times, this does not mean that has been collected by the courier, it indicates that your order is awaiting collection by the courier.

Please ensure that your delivery address details are correct, as we will not replace or re-send any order at our expense if incorrect details have been supplied by you. We may provide your telephone number and/or e-mail address to the nominated courier for tracking purposes and for them to notify you of an approximate delivery time. If your order has not arrived within 7 working days following dispatch (UK orders) and 15 working days (non-UK orders) please contact us quoting your order number if you have any concerns and we will respond to you as soon as possible. 

If you require any further information regarding Dispatch & Deliveries, please e-mail Customer Service through our contact us form below. 

Returns And Refunds 

Unwanted goods

1) The goods must be returned to Firehouse Vape at your expense within 14 days of the purchase date. You must also include the original order number. We will refund you the full cost of the goods excluding delivery costs.

2) Goods must be returned unused and sealed in the original packaging. 

3) You have a duty to take reasonable care of any goods whilst in your possession.

4) We advise you to send any return goods via recorded delivery and use suitable packaging as Firehouse Vape will not accept responsibility for lost or damaged goods.

Defective or damaged goods

1) If you receive damaged or defective goods, or an item is missing from your parcel you must inform Firehouse Vape via email within 48 hours. Claims made after this time period will not be accepted. Please do not dispose of any goods before reporting the  issue to our Customer Service team, as we may require batch numbers, photographic evidence of any damage or request that the item is returned to us.

2) The goods must be returned to Firehouse Vape. On receipt, we will test and inspect the product, if the item is defective we can offer you a refund within the first 30 days of purchase or a replacement, or if the product is no longer available we will issue a refund including your postage fees or offer an exchange for an alternative product of your choosing. 

3) We may ask further questions either prior to or during the returns process or give recommendations on the use of the product to cut down the need for unnecessary returns and help you get the best from a product, please assist our staff with as much detail as possible regarding the issue.

4) You must return the goods to us with the original order number via recorded delivery and fully insured for the full value of the goods. You have a duty to take reasonable care of any goods whilst they are in your possession.