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.
What delivery options do you offer and can I track my order?
We offer 3 main delivery options which include some options to track your order’s progress.
To see all the delivery options we have please visit our General Delivery Information page.
Can I upgrade my shipping?
Unfortunately, we are unable to change the shipping on an order once it has been placed. We can cancel and refund the order, but you will need to re-place the order with the updated shipping. If you want to do this, please email our customer service team on email@example.com and let us know.
Where Is My Order?
If you have successfully completed your order you will see an ‘Order Confirmed’ message appear on your screen with your order reference number. You will also receive an order confirmation email and the order will also appear in your account area. When your order is shipped, you will receive a shipping email and the status of your order in your account area will be updated.
If you have recently placed an order with us and have chosen Standard or Recorded/Tracked Delivery, please allow up to 5 working days before contacting us. This is to ensure that our delivery service have a sufficient amount of time to deliver your parcel. When your order is shipped, you will also receive a tracking order number.
Orders shipped by Royal Mail can be tracked here – www.royalmail.com/track&trace
If you believe you placed an order but it isn’t appearing in your account please contact a member of the customer services team at firstname.lastname@example.org who will be happy to help.
I have a faulty coil, can you help?
Coils (also known as atomisers or heads) have a limited lifespan and are listed as accessories or consumables by vape hardware suppliers. Coils operate at different temperatures and are optimised to work with specific voltage/resistance levels to deliver the best experience based on the type of e-liquid you are using (this affects both open and closed pod systems). Manufacturers will sometimes offer a range of different coils for a single device (e.g. ceramic or steel) to accommodate different e-liquids.
To avoid burning out your coil, please ensure that you have the correct coil for your device and e-liquid before installing your coil and vaping.
We are only able to accept returns of faulty coils/atomisers/heads that are effectively ‘dead on arrival’. returns only and you must inform us within 48 hours of receipt (please refer to our Returns Policy).
Once we have received your returned coil/atomiser, it will be carefully inspected. Subject to the results of our inspection, your coil will be replaced if it is found to be faulty or defective.
We advise that most coils and wicks benefit from being given a short time to become saturated by your e-liquid before you begin to vape.
Why do I see changes in the colour of e-liquids that are the same flavour and nicotine strength? Will this affect the quality or flavour of my e-liquid?
The ingredients used in vape e-liquids are sourced in batches, and it is possible for different batches to vary slightly in colour. This should have no impact upon the quality or flavour of your e-liquid.
It is possible for variations in nicotine strengths can influence the colour of an e-liquid, but again this should not impact the quality or impair the flavour of the product.
Help, I seem to be missing an item from my delivery. What should I do?
First, check your delivery packaging thoroughly; we have had genuine cases where lost items have been discovered, well wrapped within the delivery packaging.
If you believe that there is a product missing from your order, please inform Dinner Lady via email or phone our Customer Service Team 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 email@example.com if you need assistance with your order.
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 Dinner Lady’s Return’s Department.
The goods must be returned to Dinner Lady’s 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 Dinner Lady Returns Department.
Dinner Lady 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. Items such as e-cigarettes (including disposable e-cigarettes) cannot be returned once opened due to hygiene considerations unless they are proven to be faulty.
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 Dinner Lady will not accept responsibility for lost or damaged goods (in transit).
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 Dinner Lady’s 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 might ask you to record batch numbers, or 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 Dinner Lady Customer Services team via email or phone within 48 hours of receipt.
Claims made after this time period will not be accepted. We may ask you to take photos of any unexpected items and record any visible batch numbers for any unexpected/incorrect items received.
My vape device/product has become faulty, who should I speak to?
If you find that product(s) purchased from Dinner Lady become faulty within a 6-month period of receipt (excluding e-liquids and consumables), please inform the Dinner Lady Customer Services team via email or phone call.
Our Customer Services team may ask further questions to reduce the need for unnecessary returns and help you get the best from your products.
A pre-paid returns label will be emailed to you to print and attach to the packaged goods; if available, please return any boxes and accessories that shipped with the product. Upon receipt, we will test and inspect the product.
If the item is determined to be defective, we will offer you a refund or replacement.
Within the first 30 days of purchase, if the product is no longer available we will issue a full refund.
After the first 30 days and up to 6 months, if the faulty item can’t be repaired then Dinner Lady will offer a full refund.
If the goods are deemed not to be defective or the damage is caused by misuse, accidental damage or wear and tear, the goods will be returned to yourself (return postage costs may be applied).