To our Customers

We want to extend our thoughts to all who have been affected by the COVID-19 crisis. If you are sick or caring for a sick family member or loved one, our thoughts are with you. If you are working within the healthcare industry we want to thank you, as you guys are truly the unsung heroes of these times.

What is Vape Green doing?

At Vape Green, we are doing our part to fight the spread of COVID-19 and to keep our team healthy. All our employees that can work from home are doing so and our warehouse team is kept very small with staff that does not need public transport to get to work. All our staff are cleaning their hands often and are using hand sanitises on a regular basis. Anyone that lives or have been in contact with anyone affected by the COVID-19 is staying at home for at least 14days.

Update: As of the 23/03/2020 We have removed Pickup as an option during the current lock down period to keep our staff safe as well as our customers but we are still processing and shipping order as per "normal"

Can I get my Vape orders from Vape Greens? 

Yes, we are working closely with all our distributors and manufacturers to have a steady flow of stock coming in. There is currently a shortage of hardware such as coils and vaping devices as china is getting their production back up to normal. Most E-Liquid brands are still available with more stock coming in. We do not recommend panic buying however it may be worth placing a slightly larger order to last you over a longer period of time than usual, as things could change at any point during the next couple of weeks.

Can parcels carry Corona Virus?

Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). From experience with other coronaviruses, we know that these types of virus don't survive long on objects, such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water. We are actively monitoring this rapidly evolving situation. We take the health and safety of our people and customers very seriously. We have provided guidance to our people, our customers and communities in which we operate, to help prevent the spread of any infection. We are doing so in line with preventative guidance from PHE. (Source https://www.parcelforce.com/coronavirus and Royal Mail https://www.royalmail.com/coronavirus)

Will my delivery be affected?

Update 27/03/2020: 

After speaking to our Royal Mail rep on Friday the 27.03.20 we have an update as to why some of our customers are experiencing delays in getting their orders. Unfortunately, all our outgoing parcels goes through the Mount Pleasant Mail sorting centre and Mount Pleasant Mail centre is one of Royal Mails worst affected sorting centre by the COVID 19 pandemic. This has caused a shortage of staff, which in turn has led to a 1-3 day backlog of shipments. This is unfortunately out of our control and we can only apologise for the delay this has caused. 

We are kindly asking our customers to wait an extra couple of days outside of their latest estimated delivery date. Royal Mail is working hard to get your orders to you as fast as they can. If anything were to get lost, we will of course replace or refund the order for you.

Yes, some customer will experience delays. We recommend that you place your orders earlier than you would normally do (before you run out), as there will be delays though out Royal Mails network regardless of what online retailer you are buying your goods from. This is due to a massive increase in parcels being shipped due to a spike of online orders after the prime minister announced the current lock down. We would kindly ask all our customers to allow at least 2 extra days outside of the quoted delivery time as some Royal Mail DO's are experiencing delays due to a massive increase in shipments that needs to be managed and delivered by less Royal mail staff than normal.

Royal Mail service update page - https://personal.help.royalmail.com/app/answers/detail/a_id/12556/~/service-update 

We are still shipping ALL orders placed before 3pm Monday - Friday and Royal mail and UPS are still operating and have put  a lot of measures in place to ensure that their services will continue throughout the crisis. There are changes to any signed for delivery - parcels will be placed on your door before they ring the bell and the delivery person will stand back ready for you to answer. If you are not at home you will be left a card with instructions on how to arrange re-delivery. You will no longer be asked to physically sign for the parcel, but you will be asked for your name which the delivery person will enter into the hand held device on your behalf.

Due to an increase amount of Emails regarding customers not receiving their orders the next day using Royal Mail 24, we want to clarify that Royal Mail 24 is a service where Royal mail aims to deliver the next day but it is not a guaranteed service and the recommended delivery time is 1-3 days. For example if you place an order on a Thursday, the last estimated day of delivery would be the following week Monday. Royal Mail delivers parcels Monday - Saturday, therefore Friday would be the first day, Saturday the second day and Monday the third day.