COVID-19 Updates & FAQ’s
All online orders are being processed as usual. Please be advised that delivery may take up to 5 working days, so order early to avoid disappointment.
Our Swansea store is now open for pre-paid online collection only. To do so, please select ‘collect from warehouse’ at checkout. You will be emailed a time slot for you to come and collect your items within an hour of placing your order.
We are open 8.30am – 16.30pm Monday to Thursday. We will be closed on Fridays for the foreseeable future.
For the time being, we regret that we are not able to take orders by phone.
We have everything in stock as usual. This includes premixed freebase 10ml e-liquids, shortfills, flavour concentrates, hardware & accessories.
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We are systematically working through all emails, and we try to respond within 24 hours but could take up to 3 working days. This is due to an increase in the volume of emails received, coupled with our staff working in shifts to minimise contact during the COVID-19 pandemic.
We apologise for the delay and encourage you to only send one email per query as this won’t get you a faster response and will just slow processing down. Thank you for understanding.
We have also had a big uplift in the number of customers phoning with queries and unfortunately, we can not answer them all. We have had to move staff into the pack and dispatch to ensure we get your orders out as quickly as possible, meaning there are less staff to answer the phone.
Preferably, drop us an email at [email protected] and we will get back to you.
Due to the current situation, we are experiencing a large increase in customer orders. Our team are working hard to ensure your order is processed as quickly as possible. Please be patient if orders or refunds are delayed, and only contact us if absolutely necessary.
For urgent queries, please email [email protected]
Orders are dispatched via Royal Mail and they have published some useful information on the delivery of items here: https://www.royalmail.com/coronavirus.
Your postman will knock the door and retreat so they are at least 2m from the door when you answer, leaving your parcel on the floor for you to collect. Although we have been advised the risk level of contracting the virus from postal items are low, it is good practice to wash your hands thoroughly after handling the package and dispose of the outer packaging once opened.
You can redeem your points with any online purchase at decadentvapours.com. On both the basket and checkout page, you will see a bar at the top telling you how many points you have and their worth. You simply click ‘apply discount’ for the value of your points to be deducted from the subtotal.
It’s easy! – Click on ‘Rewards’ from your account page and share the link at the bottom of the page with your friend.
Once your friend signs-up via the referral link and makes their first purchase, you’ll both get 1,000 points.
Please note: The friend will have to be a new customer of decadentvapours.com for the points to be awarded and they’ll need to be over the age of 18 to make a purchase.
For more information on Terms and Conditions, please visit our T’s & C’s.