Shipping Return Policy
All Shipping returns and replacement queries should be notified to our order management team via email: info@wonderlandvape.co.uk
To open a return, please use our dedicated shipping returns portal and follow the steps: https://info@wonderlandvape.co.uk
Please make sure to include the order number in all correspondence regarding returns.
If you have received items that were damaged in transit, please get in contact with us as soon as possible. We will advise you of the next steps. The goods may be eligible for replacement or refund.
Errors and shortages must be notified within 3 days of receipt.
In the event that your customer has received a faulty item, you must notify us within 30 days of the goods being received. If you inform us of the faults after the 30 day period, then we are unable to accept returns.
Prior to contacting us regarding a faulty or damaged product, please obtain as much information as possible from the customer, including pictures where applicable. This will help us to get the situation resolved as quickly as possible.
If you change your mind and wishes to return the item, please inform us within 30 days of the goods being received. In this instance, we can only accept returns if the items are in brand new and in an unused condition and packaged is still sealed. The buyer will be liable for returns costs.
If the returned product is not in the condition in which it was posted, then we reserve the right to refuse the return, or to issue a partial refund after assessing the items for damages.
We provide warranty for all products for up to 90 days from the date of purchase, with the exception of e-liquids, disposable vape pens, CBD and clearance products, for which warranty does not apply.
Damaged and faulty items must be returned to us for inspection. Return labels will be provided for faulty products. However we are unable to cover return costs for accidental orders or buyers having changed their mind.
All returns will be addressed to our anonymous address, so you must contact us before you send the items back to us.
You will be responsible for any damages caused to the items in return transit by inappropriate packaging.
We will do our utmost to be fair in all instances, and to help you resolve any problems that you may experience. Our main goal above anything else is complete end customer satisfaction.
Please note: We do not allow you to return the products prior to delivery. You will be unable to return the goods back to the driver / courier upon arrival, as this may lead to a lengthy returns process, and there is no guarantee that the returned goods will reach us. If the you change your mind regarding the product, please wait until the order has been received and use the returns process as described above.
