Contact

FAQs

COVID 19 Update

COVID 19 Update – Please note that some deliveries are taking slightly longer due to the impact of the current Covid 19 situation. Rest assured that we and our delivery partners are working to get your delivery to you on time, but available resources are being strained by the impact of this virus.

Doozy Customer Services Contact Details

Doozy Customer Services Telephone Number – 01924 460 814
Doozy Customer Services Email – hello@doozyvapeco.com

Which Courier company do you use?

We use Royal Mail for all our Domestic Parcels

Which Courier company do you use?

We use Royal Mail for all our Domestic Parcels

When do you process my order?

We process and despatch all orders within 12 hours. For example an order placed on Tuesday at 8am will be despatched the same day unless the order has been placed on a Weekend or a Bank Holiday.

What is the Cut Off time for my order to be despatched and processed the same day?

Our Cut Off point is 2pm any orders placed after this time will be processed the next working day. Please Note we often process orders that
are placed after the cut off time only if it is possible for us to do so but this is not guaranteed.

Where Is My Order?

If you have successfully completed your order you should receive an Order Confirmation Email with your order reference number.  If you have recently placed an order with us, please allow up to 5 working days before contacting us please bare in mind during any periods of lockdown, after bank holidays and bad weather conditions the Royal Mail service does get affected and it can take up to 9 days in extreme cases for your order to be delivered. Your patience is appreciated as every effort is being taken to ensure your order is delivered.

If an item is missing from your order.

If you believe that there is a product missing from your order, please inform us via email hello@doozyvapeco.com or phone our Customer Service Team on 01924 460814 within 48 hours. Please note that unfortunately, we cannot accept any claims raised on missing items made after 48 hours.

Can I make changes to an order?

Unfortunately, we cannot accept any changes to your order once it has been placed. Please contact our customer service team at
hello@doozyvapeco.com if you need assistance with your order. If it is possible to make a change and your order has not been despatched we will try our best to accommodate your request.

What should I do if I order the wrong product?

If you have ordered an item in error, please ensure that you do not open or use the product if you wish to return it to the Doozy Returns
Department.

The goods must be returned to our Returns Department at your expense within 14 days of the purchase date. Please include a note within your packaging that lists your original order number and any reference number provided by the Doozy Returns Department.

Doozy Vape Co will refund you the full cost of your goods excluding delivery costs. You will not be charged a restocking.

Returned products must be sent back to us in a good condition, they must be unused and sealed in their original packaging.

To ensure that your goods are received in good condition by our Returns Department, we strongly advise  that you return goods via recorded
delivery and use suitable packaging as we will not accept responsibility for lost or damaged goods (in transit).

 

I placed my order and realised I have moved, what do I do?

Please ensure the delivery address is correct at the time of placing your order. Your payment method has separate address details to the
actual order itself so please ensure both are correct. Our system only delivers to the address on the Order. If an order is sent to an
incorrect address this order is not refundable or re sent. The order will need to be paid for again if the order is to be sent again by us to
the correct address.
Custom Clearance, Duty and Taxes All Duty and taxes are paid by the purchaser in their respective countries. The purchaser is responsible for all Customs Clearance. Juice Deals Claiming your Free Product Please always make sure you claim your Free Product when buying a Juice Deal. If the Free Product is not chosen we do not include it as it MUST be claimed at the time of placing your order before you checkout.

My order has been damaged in transit and I have received a dented product and/or smashed/leaking bottle, what can I do?

Upon receipt of your order, if you believe that you products have been damaged or are defective, you must inform the Doozy Customer Services team via email or phone call within 48 hours. As stated above, claims made after this time period will not be accepted.

Please do not dispose of any damaged or defective goods before reporting the issue to our Customer Service team, we request that you take some photos of the products and packaging that we can share with our delivery partners.

I have received a wrong item, what should I do next?

If you receive an item (or items) not included in your original order, please do not open these items and then inform our Customer Services
team via email or phone within 48 hours of receipt.

Claims made after this time period will not be accepted. We would require you to take photos of any unexpected items and record any
visible batch numbers for any unexpected/incorrect items received.

I missed the post man and they left a card to collect from the local depot what do I do.

If you miss the Royal Mail delivery and they leave a card informing you to collect the parcel from your local depot, the onus is on you to
collect the parcel. Any uncollected items will be returned to us at a cost and the order will not be refunded or resent without paying for the
order again. Please note we do not add the charges we incur from Royal Mail to be sent back. The order is treated as a new order entirely. We
advise you to collect your parcel from Royal Mail as soon as possible to avoid the possibility of it being returned back to us.

Free Shipping

All orders that qualify for free shipping are sent Royal Mail 48 as standard

Countries we DO NOT Ship to –

USA
Russia

Want to get in touch? Fill out the form below and one of our team will get back to you!

Get in touch

HQ

UK

Doozy Vape Co Ltd
Unit 302, Bretton Park Way
Dewsbury
West Yorkshire,
WF12 9BS

Dubai

Nassima Tower
Office 11034B
Sheikh Zayed Road
Dubai
UAE

USA

5C Water Street
3rd Floor
New York City
NY
10005

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