Shipping policy
Order processing and dispatch
Business days: all times indicated on this page are expressed in business days, excluding weekends and public holidays.
Indicative times: the times provided are indicative only. They may be affected by events beyond our control, including carrier delays, weather conditions, customs formalities or cases of force majeure.
Order processing: orders are generally prepared quickly. However, processing time may vary from a few minutes up to a maximum of 3 business days depending on product availability.
Important: dispatch â delivery. The delivery time indicated for each carrier begins from the dispatch of the order.
Payment by bank transfer
Verification of an order paid for by bank transfer is not automatic and requires the involvement of our accounting department, including in the case of an instant transfer.
The verification period may vary from 1 to 3 business days depending on the exchange of information between banking institutions.
Product unavailability
If one or more ordered products become unavailable for a period likely to exceed 1 business day, our team will contact you by email to inform you of the situation and propose a suitable solution.
VAPEVO reserves the right to cancel and fully refund an order when unavailable products account for more than 70% of the total order amount. The Customer will then be informed by email.
For any questions regarding an order, you can use our contact form.
Delivery times
Delivery times depend on the selected mode of transport and begin from the time the email confirming dispatch of the order is sent.
They are communicated as precisely as possible and are expressed in business days.
In the event of an anticipated delay, VAPEVO will inform the Customer as soon as possible and, where possible, provide an estimate of the additional delay.
In any event, VAPEVO undertakes to deliver to the Consumer Customer within a maximum period of 30 days from the conclusion of the contract.
If this period is exceeded and except in cases of force majeure, the Customer is entitled to the rights provided for by the Consumer Code.
Tracking: a link to track the parcel is sent by email when it is dispatched.
Metropolitan France â Home delivery
Delivery is generally completed within 1 to 2 business days after the order is dispatched.
| Destination | Delivery time | Order | Rate |
|---|---|---|---|
| Metropolitan France | 1 to 2 days | Up to 19,90 ⏠| 4,90 ⏠|
| Metropolitan France | 1 to 2 days | From 19,90 ⏠| Free |
Metropolitan France â Pickup point
Delivery is generally completed within 2 to 3 business days after dispatch.
| Destination | Delivery time | Order | Rate |
|---|---|---|---|
| Metropolitan France | 2 to 3 days | Up to 19,90 ⏠| 3,90 ⏠|
| Metropolitan France | 2 to 3 days | From 19,90 ⏠| Free |
Europe â Home delivery
Parcels destined for neighboring European countries are generally delivered within 24 to 96 hours. For more distant destinations, delivery times are generally between 72 and 120 hours.
| Zone | Delivery time | < 69,90 ⏠| 69,90 to 149,90 ⏠| > 149,90 ⏠|
|---|---|---|---|---|
| Zone 1 | 2 to 3 days | 6,90 ⏠| Free | Free |
| Zone 2 | 2 to 4 days | 7,90 ⏠| Free | Free |
| Zone 3 | 2 to 4 days | 9,90 ⏠| 9,90 ⏠| Free |
| Zone 4 | 3 to 5 days | 11,90 ⏠| 11,90 ⏠| Free |
| Zone 5 | 5 to 6 days | 13,90 ⏠| 13,90 ⏠| Free |
Europe â Pickup point
| Zone | Delivery time | < 69,90 ⏠| 69,90 to 149,90 ⏠| > 149,90 ⏠|
|---|---|---|---|---|
| Zone 1 | 2 to 3 days | 5,90 ⏠| Free | Free |
| Zone 2 | 2 to 4 days | 6,90 ⏠| Free | Free |
| Zone 3 | 2 to 4 days | 8,90 ⏠| 8,90 ⏠| Free |
| Zone 4 | 3 to 5 days | 9,90 ⏠| 9,90 ⏠| Free |
GLS return fees: when a parcel is returned due to an error attributable to the Customer, including an incorrect address or a parcel not collected from a collection point, a flat return fee of 8 ⏠may be deducted from the refund.
For certain European destinations and island territories, shipments are handled by Colissimo in France and then handed over to the destination country's local postal service.
Parcels are generally delivered within 3 to 8 business days, depending on the destination.
Delivery may take up to 15 business days for certain island territories or destinations requiring customs formalities.
| Destination | Delivery time | 0-149,90 ⏠| > 149,90 ⏠|
|---|---|---|---|
| United Kingdom | 3 to 5 days | 13,90 ⏠| Free |
| Switzerland | 3 to 5 days | 13,90 ⏠| Free |
| Zone 5 | 5 to 8 days | 13,90 ⏠| Free |
Delivery zones
GLS
- Zone 1: Germany.
-
Zone 2: Luxembourg, Netherlands.
- Zone 3: Spain, Italy, Portugal, Slovakia, Czech Republic, Denmark.
- Zone 4: Austria.
-
Zone 5: Bulgaria, Estonia, Croatia, Latvia, Lithuania, Romania, Ireland, Slovenia, Sweden.
Colissimo â Zone 5
Andorra, Cyprus, Spain (Balearic Islands, Ceuta, Melilla), Iceland, Italy (Cagliari, Carbonia-Iglesias, Medio Campidano, Nuoro, Ogliastra, Olbia-Tempio, Oristano, Sassari), Malta, Portugal (Azores, Madeira).
Receipt of the order
When placing an order, the Customer may select one of the delivery methods offered at checkout, including home delivery or delivery to a Pickup Point.
Home delivery
The Customer is responsible for the accuracy and completeness of the address provided when placing the order.
VAPEVO shall not be held liable for any delay or inability to deliver resulting from an incorrect, incomplete or erroneous address provided by the Customer.
Any package returned to VAPEVO due to an incorrect address, inability to deliver or failure to collect may be reshipped at the Customer's expense or refunded, taking applicable return costs into account.
Delivery to a Pickup Point
The carrier will inform the Customer when the package is available for collection and of the deadline for collecting it.
The Pickup Point may request an identity document matching the name on the order.
If a package is not collected within the period communicated by the carrier, it will be returned to VAPEVO. A new shipment may be made at the Customer's expense.
Damaged package, missing product or picking error
Upon receipt of their order, the Customer is advised to check the external condition of the package and that the products received conform to the order.
If a package is visibly damaged, the Customer is advised to make reservations with the carrier that are as precise as possible at the time of delivery.
In the event of a damaged product, a missing product or a picking error, the Customer must contact VAPEVO customer service as soon as possible.
In particular, the following may be requested:
- the order number;
- photographs of the outside of the package;
- photographs of the inside of the package;
- photographs of the products received;
- a precise description of the problem encountered;
- a copy of any reservations made with the carrier.
These provisions do not limit the rights to which the consumer is entitled under applicable legal guarantees.
Contact
If you have any questions about the dispatch or delivery of an order, you can contact our customer service team:
The available delivery methods and applicable rates are also displayed at checkout based on the delivery address provided.