Welcome to ecig-ecig.com!

Customer Service

Shipping Countries

Presently, we ship to any place in the world, with the exception of the countries listed below. Should you still wish for your order to be shipped to you and your country is listed, please contact Customer Service directly. Understand, however, that Ecig-ecig.com is not responsible for any orders shipped to these countries and no refunds or exchanges will be given for lost or confiscated orders.

 

Delivery Date

Customers should expect 5-15 days for their order to arrive, though orders may take as many as 30 days to arrive due to delays at customs. While Ecig-ecig.com Customer Service will follow up with the shipper to track and inquire after packages, once Ecig-ecig.com ships the package, it becomes the responsibility of the shipper.

 

Shipping Partner

We have teamed up with a variety of shipping providers, including DHL and Hongkong Post to deliver your shipments safely, securely and on time.

 

Customs, Duties, and Taxes

Orders that are shipped to countries outside of China may be subject to import taxes, customs duties and fees levied by the destination country (“Import Fees”). The recipient of an international shipment may be subject to such Import Fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

 

Order Processing

We will try our utmost to provide an extremely satisfying ordering and delivery process to our online customers, but an order may not be processed or delayed due to the following circumstances.

  • Shipping address provided is incorrect.
  • Order is pending a credit approval and fraud verification.
  • Product is currently out of stock.
  • Force Majeure.

Questions or Comments

If you have questions about this shipping and delivery policy, please contact us at sales@ecig-ecig.com (do remember to include your customer number and/or order number if applicable in the email).

You may also send us your questions or comments about the www.ecig-ecig.com and your shopping experience by sending an email to sales@ecig-ecig.com–we always appreciate feedback.

 

Countries Where We Do Not Ship To:

    * Lebanon
    * Philippines
    * Syria

 

Lost Orders

 

If an item has been shipped and has not arrived after 15 working days, please contact our customer services team who will initiate an investigation with Royal Mail.

All lost or missing orders are treated very seriously and investigated thoroughly.

If an item is not traced a replacement will be dispatched which will require a signature on delivery.

If a replacement is unavailable an alternative product will be offered or a credit will be offered, in certain cases a refund will be provided.

If a customer experiences repeated problems with losses and non delivery Ecig-ecig.com reserves the right to suspend the account and decline further orders to that customer.

Ecig-ecig.com reserves the right to refuse to replace lost items or issue a refund if the delivery details are incorrect or incomplete.

 

 

Returns & Replacements


All atomisers & batteries are tested prior to shipping.  The atomisers, which are manufactured to the highest standards, are functional devices that will degrade over time and eventually fail. The life of the atomiser largely depends on personal usage and this fact is reflected in our pricing. Many of our customers view the atomiser as a consumable part so also purchase spare atomisers and batteries along with their Starter Packs or Cartridges.

If you wish to return your item simply email us for a returns number (RMA) within 30 days of purchase and we will replace it subject to it meeting the below conditions. Please note that the customer is responsible for all delivery costs, including the organisation and cost of returning the goods making sure they are adequately packaged and insured.

Return Conditions:

1. The goods must be unused.

2. The goods must be in their original condition & packaging.

3. Items supplied in sealed packaging that have been opened are non refundable and non exchangeable.

4. The goods must be received back within 28 days of your order.

If we suspect that the goods have been used or any of the above conditions are not met then we reserve the right to return the goods to you.  If you want to return an unwanted purchase and it remains unopened and unused, as there is no error on our part we will refund the purchase but we will not refund your delivery costs.

To return a defective product, you must return the product within 30 days of purchase.

We will only exchange faulty items like for like, not for an alternative. We cannot accept returns for any other reason, without exception. All returns must be agreed in advance by e-mail and a covering letter enclosed with the return.

Postage and packaging is non refundable.