Delivery and Returns Policy

Updated 13th November 2020

Delivery Update

Online orders are being delivered as normal with free delivery on all orders £19.99 or above. Subscription orders always enjoy free delivery.

When will I get my order?

Our standard delivery method is via Royal Mail 48hr tracked. Standard Delivery usually takes 2-3 business days and is free for all Subscription orders and all other orders above £19.99. We also offer Royal Mail 24hr tracked delivery for an additional fee of £2.99.

We dispatch orders Monday through Friday, with all orders placed before 6:00 PM being sent the same day. Orders placed after 6:00 PM will be sent the next business day. Standard Delivery usually takes about 2-3 business days. This does not include the time it takes to process the order, which can take up to another full day.

*Delivery dates are only estimates provided by the carrier and may be affected by weather, national holidays, and some geographic locations.

How can I track my order?

Once your order ships, you will receive a delivery confirmation email with a link to your tracking number. Please expect 24 business hours before receiving your tracking details.

Please note: your order confirmation email is sent immediately after your purchase, which is different from your delivery confirmation email.

Your tracking information is also available in your JUUL account dashboard. You can see the status of your delivery and a detailed tracking history by clicking on "View Tracking Details" in the Dashboard section.

To get more information on your delivery, select notification preferences for delivery updates, and access the courier's contact information, you can enter the tracking number directly in the courier's website.

If the tracking information shows your delivery is being held by the courier, use their website, or contact the courier directly to locate which mail office your delivery is at.

What if I have additional questions about my JUUL order or shipment?

For JUULpod Subscription order, please visit the Subscription page to learn more.

Please visit our Support website for information about Orders or Delivery. If you still have additional questions, please reach out to Support.

Returns

Can I return my product for a refund? How?

Refunds are available within 14 days of delivery from JUUL.co.uk. If you need to return an order purchased on our site, please contact our Customer Care team with your order number.

Products purchased through an authorised JUUL retailer can only be refunded at the original place of purchase.

If a retailer allows returns, please contact the retailer to establish the terms of the retailer’s return policy. Not all retailers allow returns.

Can I return my device for a refund?

Refunds are only available for new and unused JUUL Devices and Portable Charging Cases purchased on www.JUUL.co.uk and you must contact us within fourteen (14) days of receipt to arrange a refund. You must then return the JUUL Device and/or Portable Charging Case within a further fourteen (14) days. If the tamper-proof seal is broken, a refund cannot be given.

Devices purchased through an authorised JUUL retailer will not be refunded by JUUL Labs; in such case, any refunds must be obtained from the authorised retailer from whom you purchased the device and will be subject to the retailer’s policy on refunds.

If you believe your device was defective, please visit support.JUUL.co.uk for warranty information.

Warranty Claims

JUUL Devices and JUUL Portable Charging Cases come with a two (2) year limited warranty (“Limited Warranty”) from the date of purchase. Proof of purchase from www.JUUL.co.uk or from an Authorised JUUL Labs retailer by a person at least 18 years old will be required.

This does not affect your statutory rights.

Full terms of warranty can be found here.

To register your product - https://www.juul.co.uk/account/register

To submit a warranty claim - https://support.juul.co.uk/s/contactsupport

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