Delivery Policy
Retail Supply LTD trading as RIX Vapes
Dispatch Times
We aim to dispatch all orders on the same working day (Monday to Friday) if placed before 1:00 PM.
During busy periods, dispatch may take up to 3 working days.
Please note:
• Delivery timeframes begin from the point of dispatch, not when the order is placed
• Orders are not dispatched on weekends or public holidays
• Orders placed after the daily cut-off time will be processed on the next working day
•
Monday & Peak Period Delays
Due to higher order volumes following weekends, we cannot always guarantee dispatch on Mondays.
Orders placed over the weekend may be dispatched on Tuesday.
If Monday is a Bank Holiday, this may extend to the next working day.
Stock Availability
While we aim to keep stock levels accurate, discrepancies may occasionally occur.
If an item is unavailable, we will notify you as soon as possible, typically within 48 hours of your order being placed. During busy periods, this may take slightly longer.
Shipping Information
Shipping options and costs are calculated at checkout based on your location, order size, and weight.
We use a range of trusted third-party couriers to deliver orders. The available delivery options for your order will be shown at checkout.
All orders are sent using tracked delivery services.
Once your order has been processed, you will receive tracking details via email. Please note that tracking updates may not appear immediately until the parcel has been scanned by the courier.
Shipping Charges
Shipping costs are calculated at checkout based on the delivery location, order size, and weight.
We reserve the right to update or modify shipping charges at any time without prior notice.
Delivery costs are determined by third-party couriers and may vary depending on service availability and external factors.
All applicable shipping charges will be clearly displayed at checkout before payment is completed.
Delivery Timeframes
Estimated delivery times are as follows:
• UK Mainland: typically 1–3 working days after dispatch
• Northern Ireland: typically 1–3 working days after dispatch
Delivery timeframes are estimates only and are not guaranteed.
Delivery Issues, Delays & Loss
While we work with reliable couriers, delays, loss, or damage may occasionally occur.
If you experience any delivery issues, please contact us as soon as possible at:
📧 sales@rixvapes.co.uk
We will raise an investigation with the relevant courier on your behalf.
In the case of a disputed delivery, we must follow the courier’s investigation process and rely on their findings.
If your parcel has not arrived within 7 working days after the expected delivery date, we will raise a claim and work towards a resolution, which may include a replacement or refund where appropriate.
Free Delivery
We offer free UK delivery on orders over £25.
• The delivery method will be selected at our discretion
• Free delivery cannot be combined with discount codes
Missing or Incorrect Items
If your order is missing items or contains an error:
• Please check all packaging thoroughly before contacting us
• You must notify us within 3 days of receiving your order
If an issue is confirmed, we will carry out an internal investigation. This may include reviewing warehouse records and courier information.
Please allow up to 5 working days for this process to be completed before a resolution is provided.
Restricted Locations
We reserve the right to refuse or cancel orders to locations where shipping restrictions or legal limitations apply.
