At Mota Vape, we offer a variety of delivery options for both domestic and international customers. All orders are fully tracked from the moment they leave our warehouse. To ensure seamless communication, please provide your email address with your order so you can receive automated tracking updates. Additionally, including your mobile number allows us to contact you in case of any issues.
Dispatch Times
- Same Day Dispatch: Orders placed by 3:00 PM will be dispatched the same day. We strive to dispatch all orders within 12 hours.
- Working Hours: Our dispatch team operates Monday to Friday. Orders received after 3:00 PM on Fridays will be dispatched the following Monday. Similarly, orders received during Bank Holidays will be dispatched on the next working day.
Royal Mail 1st Class Tracked & APC Overnight:
Royal Mail Tracked 24:
- Delivery Time: 1-2 days (typically next day, but not guaranteed).
- Cost: Free for orders over £40 (£40.01 and above). £2.99 for orders under £40.
- Special Areas: For deliveries to the Scottish Highlands, Scottish Islands, Northern Ireland, Isle of Man, Scilly Isles, Isle of Wight, and Jersey, please allow 2-5 days. Saturday and Sunday deliveries are not available in these areas.
APC - Guaranteed Next Day - Mon-Sat:
- Cost: £9.99 for packages up to 5 kg.
- Excluded Areas: Guaranteed next day delivery is not available in the Scottish Mainland, Scottish Highlands, Scottish Offshore, Scottish Borders, Northern Ireland, Isle of Man, Isle of Wight, Channel Isles, Alderney, Herm, and Sark.
International Shipping (Including the EU)
All international orders are shipped via Royal Mail International Tracked & Signed. Shipping rates are determined by Royal Mail and other courier companies, not by Mota Vape, though we continuously review rates to ensure competitive pricing for our customers.
Delivery Terms
All international shipments are sent on a DDU (Deliver Duty Unpaid) or DAP (Delivered at Place) basis, meaning any import taxes, customs fees, or other local charges are the responsibility of the customer and are not included in the product price or shipping cost.
Important Notes:
- Customs and Import Fees: Due to EU and international customs regulations, customers are responsible for any import fees or taxes. These charges are typically payable upon arrival at the destination country.
- Compliance with Local Laws: By placing an international order, customers agree to abide by their country’s import laws and regulations. Mota Vape is not liable for goods seized or destroyed by customs or for any additional customs fees incurred.
- Returned or Rejected Packages: If an order is returned due to refusal of customs fees or if the package is undeliverable, any unpaid return shipping or customs fees may be deducted from any potential refund, or we may need to dispose of the order with no refund.
Please ensure all details are correct and that you understand any customs requirements in your country to avoid issues with delivery.
Royal Mail International Tracked & Signed:
Europe:
- Delivery Time: 4-10 days (subject to customs clearance). Please allow up to 15 days.
- Service: Fully tracked with signature required upon delivery.
- Shipping Cost: Calculated at checkout based on weight and location.
- Import Duties & Taxes: Payable upon arrival.
Rest of the World:
- Delivery Time: 10-20 days (subject to customs clearance). Please allow up to 25 days.
- Service: Fully tracked with signature required upon delivery.
- Shipping Cost: Calculated at checkout based on weight and location.
Contact Us
If you have any questions or need assistance with your order, please don't hesitate to contact our customer service team. We're here to help!
We pride ourselves on the quality of our products, and our dedication to customer satisfaction. That is why we offer a comprehensive returns policy.
Our returns policy lasts for 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or an exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. All Diposable Vape Devices, Opened e-liquids, drip tips, opened coils, and atomisers which have been filled with liquid cannot be returned.
Please contact us first regards any product you wish to return with a description of the issue, along with order number which can be found on the invoice sent at time of ordering. We recommend you use a signed for service to ensure the goods are received back safely. Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: any product otherwise working but with obvious signs of use or wear and tear. Any item not in its original condition, that is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery.
Exchanges
The quickest and easiest way to receive new items before your desired item sells out is to re-purchase them online and return the unused items for a refund. This way you will receive the correct items quickly and your refund will be processed once the items are back with us.
Refunds
Once your return is received and inspected and assuming everything is in order, we will refund the product value excluding any postage charges originally paid, back to the payment method originally used. Please allow a few days for the funds to be received back into your account.
Late or missing refunds
If you haven’t received a refund within a week of returning your items, please contact us first to check they have been received back. If they have and we've processed your refund, please contact your card issuing bank or company but please bear in mind it may take some time before your refund is officially received back into your account. If you still have not received your refund, please feel free to contact us
Sale or clearance items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Return Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over £50, you should consider using a traceable shipping service or purchase shipping insurance. Regardless, we recommend you use at least a signed for service. We can’t guarantee that we will receive your returned item.
