The information on this page relates to our delivery and returns information.

Delivery

Time between order and dispatch may vary depending on stock availability and payment method. We aim to dispatch all orders withing 2 working days, and will dispatch next day on most occasions.

Payment Options

Credit & Debit Card Payment – Instant Pay (RECOMMENDED)

Paypal – We accept PayPal, an easy way to pay.

Apple Pay – We can now accept Apple pay when ordered via your mobile.

Bitcoin/CryptoCurrency Coming Soon

We are currently unable to accept Cash, Postal OrderChequeInternational Money Orders or bank transfers. (Bank transfers coming soon).

All payments are taken in GBP – UK £ Sterling – If you choose to view the products in a currency other than GBP  you will be charged at the rate of exchange at the time of completion of payment, this may include a bank charge.

Cancellation Policy

We can cancel your order and refund you if you contact us before we dispatch. If we have already dispatched and you request a refund we ask you to return the items in original packaging via registered mail – providing they are unused and in perfect condition, we will refund your payment. We cannot reimburse you for postage of returning such items.

Returns Policy

If you believe the item you have ordered is faulty or defective in some way you must return it to us within 30 days for a prompt replacement, exchange or refund.

If the item is Glass or quartz, it should be thoroughly inspected for damage or defects within 48 hours of receipt, as these items cannot be returned once used for obvious reasons.

If you ordered your item in error, we can only refund at our discretion and of course cannot accept returns of perishable / used items if not faulty.

Returns

If you’d like to return something or cancel an order, email shop@ismokeshop.co.uk with full details and we will come straight back to you.

Faulty or defective items

It is your responsibility as the customer to thoroughly check each item that you order from us and to report any breakages or damage in transit within 48 hours of you receiving the package.

If the item is Glass or quartz, it should be thoroughly inspected for damage or defects within 48 hours of receipt, as these items cannot be returned once used for obvious reasons.

We can replace any items reported as broken or damaged in transit so long as we are notified within 48 hours of the package being delivered. We are unable to replace items or refund payments for items that are not reported as broken or damaged in transit within 48 hours of the package being delivered.

Of course, If you return an item because of an error on our part, or it is defective, we will refund your postage costs. The item(s) must be returned within 30 days of purchase and refund will be given once received and checked.

Under the European Distance Selling Regulations (DSRs), customers in the European Union that cancel a contract for purchase of an item(s) within 14 days of receipt of their order will receive a refund for the cost of the item(s) and the cost of sending the item to you, provided that the entire order is being returned. If the item(s) returned is part of a larger order, then no delivery charge is refunded. Where we collect an item from you, we reserve the right to recover the costs of collection from you.

Items lost in transit

Please note, we cannot be held responsible for packages lost in transit: as you are responsible for returning the item(s) to us, we recommend sending the package by Recorded/Special Delivery.

Refunds, replacement and exchanges

Refunds, replacements or exchanges are usually processed within 7 working days of receipt of the returned item(s) by ISMOKE SHOP. Any refund will be made in the same form of payment that was used to make the initial purchase.

Please note, in all instances ISMOKE Shop shall not be liable for incidental or consequential damages or expenses, including but not limited to lost profits or other economic or commercial losses. This warranty does not affect your statutory rights.

All things returned as defective must be a confirmed as broken before a refund is given. No refund will be given if the item was harmed by wear and tear, a mishap or misuse. Similarly, no refund will be given in the event that you knew about any faults, but changed your mind after purchasing.