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An update from Vape Superstore on COVID-19

Discussion in 'Vape Superstore' started by Ed Swain, Mar 24, 2020.

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  1. Ed Swain

    Ed Swain Forum Supplier ECF Veteran

    Dec 6, 2018
    An update for our customers outlining the steps Vape Superstore are taking regarding COVID-19, we wanted to provide you with an update.

    Summary remains fully operational, and we have made steps to make life a little easier for you during these uncertain times.

    Free UK Delivery: We are now offering Free UK delivery on all orders - no minimum spend, throughout April.

    Returns: We have extended our returns period to 180 days.*

    Our Retail Stores
    Our stores in Peckham and Central London are now temporarily closed. We apologise for any inconvenience but the safest option for our staff and in-store customers is to switch to online shopping.

    Online Orders
    Delivery of your goods

    Our delivery partner Royal Mail are still operating as normal. They have a lot of emergency measures in place to ensure that their services will continue throughout the crisis. We are also in the process of providing additional delivery options in to our system to ensure we can continue delivering parcels.

    If your goods do not arrive within our typical time frame we ask you to please be patient as the Royal Mail team are doing their upmost to deliver goods to you during this time.

    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.

    Responsible Ordering & Stock

    We currently have excellent stock of the products you love and will continue to add new products to our site. Therefore there is no need to stock up beyond your usual order quantities, as we do not foresee any supply issues in the immediate future. Please be considerate and think of everyone when you place your orders.

    Click and Collect (via Hubbox)

    For the safety of our customers we have suspended our Click and Collect delivery option for the foreseeable future. If you are yet to collect an outstanding parcel and are having issues please do not hesitate to contact us.

    Returning your goods

    Safety comes first, so we have extended our returns period to 180 days. Please only return your goods to us if it is safe to do so. *We ask that if you do wish to return any item to us, please can you notify our team at your earliest convenience so that the return can be logged on our system. You will then have 180 days to get the goods back to our warehouse.

    Our customer service team remains on hand to answer any questions relating to products, order queries or other. So please do not hesitate to reach out to us via email, phone or live chat. Our support lines are open 8.30am- 5pm Monday - Friday.

    Finally, as you'll be only too aware, this is a rapidly-changing situation. We will continue to follow Government advice as it develops and will let you know if we need to make any further changes.

    Thank you for your continued loyalty and support, even during these uncertain times.

    The Vape Superstore Team.

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