FAQ Order Queries

Where is my order, did it go through?

If you have successfully completed your order you will see an ‘Order Confirmed’ screen with your order reference number. You will receive an order confirmation email and the order will also appear in your account area. When your order ships you will receive a shipping email and the status of your order in the account area will update.

If you believe you placed an order but it isn’t appearing in your account please contact a member of the team who will be happy to help.

FAQ

How do I access my order information?

All completed orders are held in your account area. You will also receive an email notification from us confirming your order has successfully received. The account area will also hold all previous orders.

Why haven’t my items arrived yet?

We ship all orders via Royal Mail Tracked 48 and whilst our estimated shipping times are accurate it can take up to 14 days to receive your order.

If your items have not arrived within a 2-3 days please check the shipping details entered at checkout to ensure they are correct.

If all details are correct and 14 days has passed, please contact a member of our customer services team via the contact page. We will track the package for you and resolve any issues as a matter of urgency.

FAQ

Does my product come with a warranty?

We ship all orders via Royal Mail Tracked 48 and whilst our estimated shipping times are accurate it can take up to 14 days to receive your order.

If your items have not arrived within a 2-3 days please check the shipping details entered at checkout to ensure they are correct.

If all details are correct and 14 days has passed, please contact a member of our customer services team via the contact page. We will track the package for you and resolve any issues as a matter of urgency.

The item I am looking for is out of stock, when will you have it in?

We try our best to ensure all items on the Guardian Vape website are in-stock, but sometimes popular items sell out quickly.

If an item isn’t available, you can contact us via Live Chat, telephone or by email.

FAQ

How do I cancel my order?

If you would like to cancel an order we will need to be notified as quickly as possible that you no longer want the items. We ship all orders the same day when placed before 2.00pm, if we are contacted after this time we cannot always cancel the order before it has been dispatched.

Please contact us via Live Chat, Telephone or email, complete with your order number and we will do our best to cancel the order.

If your order has already been dispatched, you can still cancel the order by returning the items to us, providing they are unopened and in a re-saleable condition. You have 30 days in which to do this.

I want to change my order / address?

If you have just placed an order and want to change the address please contact us as soon as you can and we may be able to help.

Please contact us with your order number and new shipping address and we will do our best to change the order before it is dispatched.

If you have already received a dispatch email notification unfortunately it is too late to make changes to your address. In cases like this, we are unable to take any action until the package is returned to us. Once we receive the order back we can arrange shipping to a new address.

FAQ

How do I view previous orders?

All previous orders are held in your account area on the website. Simply login in to your account here and select the 'My Orders' tab to view all historical orders.

How do I re-order the same items again?

In your account area there is a ‘Order Again’ button next to each item in your order history. Simply click the reorder button next to the item you want and it will instantly be added to your basket.

FAQ

How do I apply a discount code to my order?

You can apply your discount code when in the Basket area of the website. There is a empty box on the bottom left hand side of the basket page, insert the applicable code here and hit ‘Apply Coupon’. This will update the cart value automatically for you.

Can I use multiple discount codes on the same order?

Unfortunately you are unable to use multiple discounts per order. 

FAQ

How do I claim my 10% discount code for signing up to the newsletter?

You can claim your 10% single-used discount code by entering your email address in either the newsletter pop-up box or in the signup box at the foot of each page.

We will send you an email including the 10% discount code.

FAQ Shipping Queries

Do you ship to my country?

Currently, we only ship to the UK and the Channel Islands. If you are located outside of these regions, unfortunately you will be unable to place an order with us.

For further information including pricing please refer to our Delivery Information page. If you have further questions please get in contact.

FAQ

Does my order come with a tracking code?

If you are in the UK your order will be shipped with Royal Mail Tracked Delivery.

All packages shipped via Royal Mail now come with a tracking number allowing you to track the progress of your delivery.

How long will my order take to arrive?

UK Delivery is normally 2-4 working days

FAQ

How will my package arrive?

For safety and security we ship all items in specialist crush proof envelopes or boxes with no reference to the contents of each package.

This is to ensure your products arrive safe and sound.

What is my tracking code?

If you opted for a postal service that comes with tracking, it will be on your shipping email and in your account area.

If you do not see your tracking code but opted for a tracked service please contact a member of our team who will help with your query.

FAQ

How quickly are orders dispatched?

All orders are dispatched same day when placed before 2pm, Monday to Friday. Orders placed on a weekend (Saturday - Sunday) will be processed the following Monday.

Bank Holidays are the only exception, if an order is placed on a public holiday they will be processed the next working day.

Has my order been dispatched yet?

You will receive a shipping confirmation when your is dispatched. If you have not received a shipping notification via email it means your order has not yet been dispatched.

If you have any questions regarding the status of your order please contact a team member.

FAQ

How much does shipping cost?

Shipping is FREE in the UK when your order value is £25 or more. For more details on shipping rates and options please see our Shipping or Returns page here.

Do you offer next day shipping?

Yes we do, guaranteed next day shipping is £9.99. To ensure your order is qualifies for next day shipping they must be placed before 2pm Monday - Friday.

The cut off time for Saturday guaranteed delivery is also 2pm Friday.

FAQ

FAQ Payment & Billing Queries

Do you accept my card type?

We accept all major credit cards including Visa, Mastercard and American Express.

Why is my card payment declining?

There are a number of reasons why you might be having trouble completing your purchase. The most common problems are around your billing/card information being incorrectly entered.

    1. Make sure the billing information is correct to the card you are trying to use. You need to enter the address that your card is registered to. You can select a different shipping address however if the billing address does not match the order is likely to be rejected.
    2. Please ensure the card details have been entered correctly and that the all details including the CV2 (the 3 digits on the back of your card or 4 digits on the front if using Amex) are correct.
    3. Finally check that you are using a card type we accept. We accept payments from Visa, Visa Debit, Mastercard and American Express.

If you are ordering from outside the UK please check with your bank that you can make international purchases with that card.

If you are still having issues making payment, please contact a member of our team who will try and help resolve the problem.

FAQ

FAQ Problems with my order

My order arrived incomplete / items were incorrect?

If your order arrived incomplete or there was a mistake please contact our customer services team via the contact us page quoting your order number and stating what the problem is.

A member of our team will be in touch as a matter of urgency and we will endeavour to resolve the issue.

I’m having problems with the items I ordered, what do I do?

Should you start to encounter problems with an item purchased through Guardian Vape please get in contact.

Our contact us page allows you to log the specific problem with a customer services team member who will be in touch to either resolve the problem or arrange for a replacement to be sent out. We may require the faulty item to be returned to us for a technician to test, should this be required we will supply a returns form and paid postage label for the shipping.

All products sold on the Guardian Vape website come with a warranty. For further details please view our Warranties page.

FAQ

My items arrived broken or damaged what do I do?

Please contact us immediately via the contact us page if the items arrive with you damaged.

If we are not notified within 14 days of arrival that a product is damaged we may not be able to help.

FAQ | Guardian Vape LTD @ 2024.

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