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Find everything you need to know about our delivery options, dispatch times, tracking, delayed parcels and what to do if your order has not arrived as expected.

Royal Mail 48 Hour Tracked

Estimated delivery: 2–3 Working Days

Orders placed Monday to Friday before 1pm are usually dispatched the same working day and should arrive within 2–3 working days.

£2.99

FREE on orders £40.00 and up

Royal Mail 24 Hour Tracked

Estimated delivery: 1–2 Working Days

Orders placed Monday to Friday before 1pm are usually dispatched the same working day and should arrive within 1–2 working days.

£4.99

FREE on orders £60.00 and up

Important:
Our dispatch cut-off time is 1pm Monday to Friday.

Orders placed after 1pm will usually be dispatched on the next working day.
We do not dispatch orders on weekends or public holidays.

Orders placed before 1pm are usually dispatched the same day, but this is not guaranteed and may carry over to the next working day during busy periods.

Weekend Delivery

Although we do not dispatch on weekends, orders dispatched on a Friday may still be delivered on a Saturday or Sunday depending on the delivery service selected. For example, an order placed before 1pm on Friday using Royal Mail 24 Hour Tracked may arrive on Saturday, while an order placed before 1pm on Friday using Royal Mail 48 Hour Tracked may arrive on Sunday.

Delivery Coverage

We use Royal Mail and deliver to valid postcode areas serviced by Royal Mail. If your address is accepted at checkout, we are able to deliver to that location using the available Royal Mail services shown.

Tracking Your Order

Both Royal Mail 24 Hour Tracked and Royal Mail 48 Hour Tracked include tracking.

Once your order has been dispatched from our warehouse, tracking is usually added to your order automatically.

You can track your parcel by clicking the tracking link in your dispatch email or by viewing your order within your account on our website.

Delayed Orders

Delivery times are estimates only and can occasionally be affected by high parcel volumes, weather, public holidays, or delays within Royal Mail’s network.

We recommend waiting:

• 2 working days before contacting us for a Royal Mail 24 Hour Tracked order
• 3 working days before contacting us for a Royal Mail 48 Hour Tracked order

If your parcel still has not arrived after this time, please contact our support team with your order number.

Marked as Delivered but Not Received

If your parcel is marked as delivered but you cannot find it, please first:

• Check with neighbours or other household members
• Check any safe places around your property
• Check that the delivery address entered on your order is correct

If you still cannot locate the parcel after completing these checks, please contact us with your order number and we will investigate further.

Lost Parcels

A parcel is classed as lost if there has been no delivery 7 days after the due date for both Royal Mail 24 Hour Tracked and Royal Mail 48 Hour Tracked.

If your parcel has passed this timeframe, please contact us with your order number and we will review the tracking and investigate the issue.

Incorrect Delivery Address

Please make sure your delivery address is entered correctly when placing your order.

If a customer enters an incorrect delivery address and the parcel is returned to us, we will refund the cost of the products only. The original postage cost will not be refunded.

Missed Delivery or Not Collected

If Royal Mail attempts delivery and the parcel is not collected or rearranged by the customer, it may be returned to us.

If this happens, we will refund the cost of the products only. The original delivery charge will not be refunded.

Refused Delivery

If a parcel is refused by the customer and is returned to us, any refund will be processed once the parcel has been received back and checked by our team.

In these cases, we will refund the cost of the products only. The original delivery charge will not be refunded.

Out of Stock Items

If an item from your order is unavailable after your order has been placed, the cost of the missing item will be refunded back to your original payment method.

Need Help?

If you need help with your delivery, please contact our support team.

Email: Support@theecig.co.uk

Support Hours: Monday to Friday, 9:30am – 4:00pm