Delivery Information
Fast, fully tracked UK delivery
Everything you need to know about delivery options, dispatch times, tracking, delayed parcels and what to do if your order hasn’t arrived.
Royal Mail 24 Hour Tracked — fast, fully tracked delivery in 1–2 working days.
Free tracked delivery on every order over £19.99. No code needed — it’s applied automatically at checkout.
Orders placed Monday to Friday before 1pm are usually dispatched the same working day.
Important dispatch information
Our dispatch cut-off is 1pm, Monday to Friday. Orders placed after 1pm are usually dispatched the next working day. We don’t dispatch on weekends or public holidays. Same-day dispatch is usually available before 1pm, but isn’t guaranteed during busy periods.
Delivery at a glance
Weekend delivery
We don’t dispatch at weekends, but orders sent on Friday may still arrive Saturday, depending on Royal Mail.
Delivery coverage
We deliver to valid UK postcodes serviced by Royal Mail. If your address is accepted at checkout, delivery is available.
Tracking your order
Tracking is included. Once dispatched, your tracking link is usually added automatically and emailed to you.
Delayed orders
Delivery times are estimates. Please allow 2 working days before contacting us about a delayed Tracked 24 order.
If something goes wrong
Here’s exactly what to do if there’s a problem with your parcel.
Marked as delivered but not received
Check with neighbours, household members and any safe places around your property, and confirm the delivery address is correct. If you still can’t locate the parcel, contact us with your order number and we’ll investigate.
Lost parcels
A parcel is classed as lost if there’s been no delivery 7 days after the due date for Royal Mail 24 Hour Tracked.
Incorrect delivery address
Please make sure your address is entered correctly. If a parcel is returned due to an incorrect address, we’ll refund the product cost only — the original postage isn’t refunded.
Missed delivery or not collected
If Royal Mail attempts delivery and the parcel isn’t collected or rearranged, it may be returned to us. We’ll refund the product cost only.
Refused delivery
If a parcel is refused and returned to us, any refund is processed once it’s been received back and checked. The original delivery charge isn’t refunded.
Out of stock items
If an item becomes unavailable after your order is placed, the missing item is refunded to your original payment method.
Need help with your delivery?
Contact our support team and include your order number so we can help faster.
Email: support@theecig.co.uk · Hours: Mon–Fri, 9:30am–4:00pm
