Shipping policy

SHIPPING POLICY

Last Updated: October 2025

At Galax-E-Juice, we're committed to getting your order to you quickly and safely. Here's everything you need to know about our shipping process.

1. PROCESSING TIMES

Standard Processing:

  • Orders placed before 9am (Monday-Friday) are dispatched the same day
  • Most days we dispatch orders placed up until 1pm the same day
  • Orders placed after 1pm or on weekends/bank holidays are processed the next business day
  • During busy periods (sales, holidays), processing may take up to 1-2 business days

Age Verification: All orders require age verification. Orders may be delayed if we cannot verify you are 18 or over. Please ensure your details are accurate.

2. SHIPPING METHODS AND DELIVERY TIMES

Royal Mail 48 (Standard Delivery)

  • Cost: Calculated at checkout based on order value
  • Estimated delivery: 2-3 business days after dispatch
  • Tracking: Basic tracking available
  • Our standard shipping method for most orders

Royal Mail 24 (Express Delivery)

  • Cost: Available at checkout
  • Estimated delivery: 1-2 business days after dispatch
  • Tracking: Full tracking available
  • Ideal for urgent orders

Please note: Delivery times are estimates provided by Royal Mail and are not guaranteed. We are not responsible for delays caused by the carrier.

3. SHIPPING LOCATIONS

UK Mainland: We ship to all UK mainland addresses including England, Scotland, Wales, and Northern Ireland.

Remote Areas: Delivery to Scottish Highlands, Islands, and other remote areas may take an additional 1-2 days.

International Shipping: We currently do not offer international shipping due to varying regulations on vaping products.

Restricted Addresses: We cannot ship to PO Boxes or BFPO addresses. Please provide a physical delivery address.

4. SHIPPING COSTS

Shipping costs are calculated based on:

  • Order weight and size
  • Delivery location
  • Shipping method selected

All shipping costs are displayed at checkout before you complete your purchase.

5. ORDER TRACKING

Once your order is dispatched, you'll receive:

  • A dispatch confirmation email
  • Tracking information (where available)
  • Estimated delivery date

You can track your order using the tracking number provided via the Royal Mail website.

6. DELIVERY REQUIREMENTS

Age Verification at Delivery:

  • A signature from someone 18 or over is required
  • Valid photo ID may be requested by the courier
  • If no one 18+ is available, the courier will leave a collection card
  • You can collect from your local Royal Mail depot with valid ID

Safe Place Delivery: Due to age restrictions on vaping products, we cannot authorize "safe place" deliveries. Someone 18+ must be present to sign.

7. FAILED DELIVERY ATTEMPTS

If delivery fails:

  • Royal Mail will leave a "Something for You" card
  • You can arrange redelivery or collection from your local depot
  • You must collect within the timeframe specified (usually 18 days)
  • Uncollected parcels will be returned to us

8. MISSING OR DELAYED ORDERS

If your order hasn't arrived:

Within Expected Timeframe: Please wait until the estimated delivery window has passed before contacting us.

After Expected Timeframe:

  1. Check with household members or neighbors
  2. Check your tracking information
  3. Contact us at sales@galaxejuice.co.uk with your order number

We'll investigate with Royal Mail and work to resolve the issue promptly.

9. DAMAGED OR INCORRECT ORDERS

Damaged Packages:

  • Inspect your package upon delivery
  • If damaged, note this with the courier and take photos
  • Contact us immediately at sales@galaxejuice.co.uk
  • We'll arrange a replacement or refund

Incorrect Items:

  • Contact us within 48 hours of delivery
  • We'll arrange collection and send the correct items at no cost to you

10. ORDER CHANGES AND CANCELLATIONS

Before Dispatch: Contact us immediately at sales@galaxejuice.co.uk or call 07907 819637. We'll do our best to modify or cancel your order, but cannot guarantee changes once processing has begun.

After Dispatch: Orders cannot be changed or cancelled once dispatched. You may return items according to our Refund Policy.

11. CUSTOMS AND DUTIES

As we only ship within the UK, there are no customs fees or import duties on our orders.

12. PRODUCT SAFETY DURING SHIPPING

  • All e-liquids are packaged securely to prevent leaks
  • Products are shipped in compliance with Royal Mail regulations
  • Packages are discreetly labeled (no indication of contents)
  • Temperature-sensitive products are not shipped during extreme weather when possible

13. BUSY PERIODS

During peak times (Black Friday, Christmas, sales events):

  • Processing times may be extended to 2-3 business days
  • Carrier delays are more common
  • We recommend ordering early to ensure timely delivery
  • We'll communicate any delays via email

14. UNDELIVERABLE ADDRESSES

If Royal Mail cannot deliver to your address:

  • We'll contact you to arrange an alternative
  • You may need to collect from a local depot
  • If the package is returned to us, we'll issue a refund minus shipping costs
  • You're responsible for providing a valid, deliverable address

15. LOST PACKAGES

If your package is confirmed lost by Royal Mail:

  • We'll file a claim with the carrier
  • We'll send a replacement or issue a full refund
  • This process typically takes 5-10 business days

16. BUSINESS DAYS

Business days are Monday-Friday, excluding UK bank holidays. Weekends and bank holidays are not counted in processing or delivery estimates.

17. CONTACT US

For shipping questions or issues, please contact us:

Galax-E-Juice Ltd Email: sales@galaxejuice.co.uk Phone: 07907 819637 Hours: Monday-Friday, 9am-5pm

Address: Waveney Lodge, Butt Lane, Burgh Castle, Norfolk, NR31 9QD, United Kingdom

We're here to help ensure your order arrives safely and on time!