Shipping policy

Order processing timeframes

Please note that if you choose to pay for your order by bank transfer, order confirmation is not automatic and requires intervention from our accounting department, even in the case of an instant transfer. The validation time depends on information exchanges between banking systems and can vary from 1 to 3 business days.

If one or more ordered products become unavailable for a period likely to exceed 1 business day, our team commits to contacting you by email to inform you of the situation and offer you an appropriate solution.

Our team reserves the right to cancel and fully refund any order with product unavailability exceeding 70% of its total amount. You will then be informed by email of the cancellation and refund of the order.

We remain at your disposal via our contact form for any information requests regarding your orders.

Delivery times

Deliveries are made within the timeframes indicated on the Site according to the chosen delivery method, starting from the sending of the email confirming the shipment. These timeframes are communicated as precisely as possible and depend on the carrier. They are understood as business days (excluding Saturdays, Sundays, and public holidays).

In case of a foreseeable delivery delay, VAPEVO will inform you as soon as possible by email and provide an estimated additional delay. In any case, VAPEVO commits to delivering the consumer client within a maximum of 30 days from the conclusion of the contract.

If this deadline is exceeded and except in cases of force majeure, you may terminate the contract by registered letter with acknowledgment of receipt or by any written form on another durable medium, if, after having formally requested VAPEVO to make the delivery, it has not been carried out within the allotted time. The contract is considered terminated upon VAPEVO’s receipt of the letter or written notice informing them of this termination, unless VAPEVO has performed in the meantime.

When the contract is terminated, VAPEVO is required to refund all amounts paid, no later than 14 days after the date the contract was terminated. The amount paid is automatically increased by 10% if the refund occurs no later than 30 days after this deadline, by 20% up to 60 days, and by 50% beyond that.

A tracking link will be sent to you by email at the time of shipment.

Mainland France

Home delivery within 1 to 2 business days for any order placed before 9:00 AM (excluding weekends and public holidays).

Relay Point Delivery for any order placed before 9:00 AM (excluding weekends and public holidays).

International - Home Delivery

For Europe, parcels to neighboring countries are delivered within 24 to 96 hours. For more distant destinations, delivery times are generally between 72 and 120 hours for any order placed before 9:00 AM.

International - Relay Point Delivery

Chronopost France

Home delivery within 1 to 2 business days in mainland France for any order placed before 9:00 AM.

Delivery to relay points within 1 to 2 business days in mainland France for any order placed before 9:00 AM.

Chronopost Europe

To Europe, packages destined for neighboring countries are delivered within 24 to 96 hours. For more distant destinations, delivery times are 72 to 120 hours.

In case of a package return due to an error by the customer (wrong address provided, failure to pick up the package at the relay point due to absence, etc.), a flat return fee of €20 will be deducted from the refund made to the customer.

For your orders to Europe and its island territories (see details below), shipping is handled by Colissimo in France, then forwarded by the local postal service of your country for final delivery.

Your packages are usually delivered within 3 to 8 business days depending on the destination. Please note that this period may extend up to 15 business days for island territories (Azores, Madeira, Balearic Islands, Canary Islands, Sicily, Sardinia) or due to customs processing time for destinations outside the European customs union (United Kingdom, Switzerland, Iceland).

Note: In case of a product being out of stock, the shipment of your order may be delayed. Our customer service will contact you directly to inform you.

Delivery Zones Details

Deliveries are made in mainland France and in the European countries listed below:

For GLS:

• Zone 1 : Germany, Luxembourg, Netherlands.
• Zone 2 : Spain, Italy, Portugal, Hungary, Czech Republic.
• Zone 3 : Austria.
• Zone 4 : Bulgaria, Estonia, Croatia, Latvia, Lithuania, Romania, Ireland, Slovenia, Sweden.

For Chronopost:

• Zone 1 : Germany, Luxembourg, Netherlands.
• Zone 2 : Austria, Spain, Italy, Ireland, Portugal, Sweden.
• Zone 3: Bulgaria, Croatia, Estonia, Hungary, Latvia, Lithuania, Czech Republic, Romania, Slovenia.

For Colissimo:

• Zone 5: Cyprus, Spain (Balearic Islands², Ceuta, Melilla), Iceland, Italy (Cagliari, Carbonia-Iglesias, Medio Campidano, Nuoro, Ogliastra, Olbia-Tempio, Oristano, Sassari), Malta, Portugal (Azores, Madeira)

Reception methods

For the delivery of their order, the Customer must choose one of the offered options:

1. Delivery to the address provided during the order;
2. Delivery to the pickup point selected during the order.

(i) Delivery to the provided address

VAPEVO cannot be held responsible under any circumstances for delays and/or non-delivery resulting from a false, incomplete, or incorrect address, or when delivery proves impossible.

The transport is carried out by an independent company. In case of absence, you have 15 working days to collect the package from the carrier or the depot. Any package returned due to an incorrect address or non-collection may be reshipped at your expense or refunded after deduction of shipping costs.

(ii) Delivery to a pickup point

You will be informed of the delivery and the pickup deadline by email. An identity document matching the name on the order will be required. If the package is not picked up within the deadline, it will be returned to us and the cost of a new shipment will be charged to you.

Receipt and claims

In case of dispute (damage, delay), you must make clear reservations on the delivery note and confirm them to the carrier by registered letter with acknowledgment of receipt within three (3) days (or 10 days if the carrier did not allow you to check the package).

Claims for apparent defects must be sent to VAPEVO as soon as possible with:

• A photocopy of the letter of reservation sent to the carrier;
• A photocopy of the delivery note mentioning the reservations.

Any claim made late or simply stating "subject to inspection upon unpacking" may not be taken into account.