SALE ENDS THIS SATURDAY! [SHOP NOW]

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.

Orders may take up to 5 working days to be dispatched. We are working hard to get orders out as quickly as possible, but the increase in orders coupled with our staff working in shifts to minimise contact has had an impact on dispatch time.

Royal Mail has advised up it may take up to 5 days for delivery as they are under a lot of strain with the current COVID-19 situation. This is the worst-case scenario and dependent on your postcode.

Don’t worry if you haven’t received an update after the confirmation email. We are hard at work getting your order ready. You will receive an email once your order has left our warehouse. If you have not received a dispatch confirmation email in 5 days, please do get in touch via [email protected]

You can change or cancel your order at any time before dispatch. Just email [email protected] with your order number and we will get back to you.

Apologies but we do not offer a pre-order service at this time for out of stock items. We are working hard to maintain stock levels, but if in the unfortunate event an item goes out of stock, we hope to have it back in stock within 7 working days.

We have everything in stock as usual. This includes premixed freebase 10ml e-liquids, shortfills, flavour concentrates, hardware & accessories.

Be the first to hear of product releases by following us on Facebook, or subscribing to our newsletter.

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.

 

DV Rewards FAQ

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.

No, they only expire once they have been used. Until then, the points will keep accumulating with your purchases, referrals and review rewards.

At the top of your account page, click on ‘points’. This will provide you with the total number of points you have available, as well as a breakdown of where they came from and when you earned or spent them.

Sorry, you can not transfer points to another account.

Sorry, points can not be redeemed for cash. They can only be redeemed against your order when you are making an online purchase at decadentvapours.com.

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.

There is no limit to the number of friends you can refer. However, you can only refer the same friend once. In order to gain the reward points, your friend will have to be a new customer at decadentvapours.com and make a purchase.

100 points = £1 to redeem against your order. Points must all be used at once, we do not offer partial reward redemption at this time. Points can not be redeemed for cash.

Log-in to your account and go to the product you would like to review. Click on the ‘Reviews’ button above the description and give the product a star rating and write your review. Once you submit the review, you will be rewarded with points within one working day.

For more information on Terms and Conditions, please visit our T’s & C’s.

Loading...