Standard delivery orders are usually shipped within 24 hours although we aim to ship the same day if you order before 3pm. After particularly busy weekends and bank holidays some orders may take a little longer to dispatch. Please email us via Info@thecustardcompany.co.uk if your order is urgent.
We currently ship orders Monday to Friday. Orders placed after 3pm Monday to Friday will not be dispatched until the following business day. Please try to bear this in mind when ordering before weekends or bank holidays. We don't want to see you juiceless.
If your order hasn't arrived, you must notify us within 21 days from the date of your order for us to consider it missing.
Return & Exchange Policy
An unwanted product can be returned for a full refund within 14 days of delivery as long as it’s still in its original, unopened packaging. This returns policy for unopened goods is in addition to your statutory rights and applies to purchases made online. Please note that refunds will exclude any postage costs.
These regulations do not apply to anything that has been personalised or to imitate, perishable or time-critical goods.
Please note that we are unable to accept any returned e-liquids that have no seal or have been used in any way, as this would constitute a Health and Safety risk due to hygiene reasons.
Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice. Please provide your order numbers when you return a product.
We hope that our products never turn up damaged or faulty, but in the rare case it happens we are here to sort the issue as quickly as possible. If your item arrives faulty/damaged we will exchange or refund. In all cases, we reserve the right to inspect the product and verify the fault/damage.
We do not cover faults caused by accident, neglect, misuse or normal wear and tear.