Customer Support
Orders
When will my order be dispatched?
We aim to dispatch all orders placed by 3:30pm on the same day, Monday to Friday. However, during festive periods or sales, dispatch times may be delayed due to high order volumes. If your order is urgent, please let us know via email or select the Royal Mail Special Next Day delivery service.
When do I receive an order confirmation email?
Order confirmation emails are automatically sent immediately after you place your order to the email address provided at checkout. If you don’t see it in your inbox, please check your spam or junk folder.
I’ve received the incorrect items. What should I do?
Firstly, please accept our apologies. We are human and sometimes get a little excited when packing orders. If you have received an incorrect item, please contact us via email and we will get this rectified for you.
Can I return some or all of my order if I change my mind?
Yes, you can return unused and sealed items within 30 days if you change your mind. Please note that return shipping is your responsibility and we do not reimburse these costs. E-liquids and disposables cannot be returned for health and hygiene reasons.
Can I cancel my order after it has been placed?
If you need to cancel your order, please contact us as soon as possible. If your order has not yet been dispatched, we will process the cancellation and issue a refund. If the order has already been dispatched, you will need to follow our returns process.
How can I track my order?
Once your order has been dispatched, you will receive a tracking number via email. You can use this tracking number on the courier’s website to monitor the status of your delivery.
Delivery
I chose Tracked 24 delivery at checkout and my order hasn’t arrived the next day?
Tracked 24 is not a guaranteed next-day delivery service. Based on our experience, 95% of Tracked 24 shipments are delivered the next day, Monday to Saturday, by Royal Mail. In some areas, Royal Mail has also started delivering on Sundays. If your order is urgent, we recommend using the Royal Mail Special Next Day delivery service.
How much does shipping cost?
We offer subsidised shipping costs to save you even more money, with free delivery on purchases over £40. The shipment services we use are as follows:
- Royal Mail 24 Tracked (Mon-Sat)
- £3.99 for orders below £40
- FREE for orders above £40
- Royal Mail Special Guaranteed Next Day (Mon-Sat)
- £8.99
- DPD (Mon-Fri)
- £4.99 for orders below £50
- £2.49 for orders below £69.99
- £1.99 for orders £70 or above £12.99 for DPD Saturday Shipping
My parcel is showing as delivered but I do not have it?
If your parcel is marked as delivered but you haven’t received it, please check with your neighbours or look in safe places where the courier might have left it. If you are unable to find it, please contact us as soon as possible. For Royal Mail, claims can be raised 10 working days after the intended delivery date and may take up to 30 days to process, with £100 cover for RM24 Tracked and up to £750 for Royal Mail Special Guaranteed Next Day. Royal Mail can take up to 30 days to investigate but usually conclude earlier. For DPD, claims can be raised 10 working days after the claim date, with £20 cover for lost parcels. DPD claims can take up to 10 working days to resolve. These timescales are given by the couriers and are beyond our control, but we will liaise constantly to get investigations completed as quickly as possible. Refunds are issued up to the delivery option’s limit. If tracking shows delivery, no disputes or refunds can be authorised by Royal Mail. We do not dispatch on bank holidays or weekends; orders placed then will be sent the next working day.
Do you offer European shipping?
Due to customs issues, we have stopped shipping to Europe.
Returns
My order is damaged upon arrival. What should I do?
We take great care in packaging to ensure your items arrive safely and are not damaged in transit. If your order arrives damaged, please contact us within 48 hours so we can resolve the issue promptly.
How do I return a faulty item?
Contact our support team and provide your name, order number, a short description of the issue, a short video showing the issue, and a picture of the authentication numbers on the box. If we cannot resolve the issue remotely, we may ask you to send the item back in its original packaging with all accessories for testing. If the item is found faulty, we will replace it or refund the purchase price. Please note that in order to keep our products competitively priced, we do not refund the original shipping cost for the item. To help cover the return postage, we will credit your account with up to £4.
Can I return some or all of my order if I change my mind?
Yes, you can return unused and sealed items within 30 days if you change your mind. Please note that return shipping is your responsibility and we do not reimburse these costs. E-liquids and disposables cannot be returned for health and hygiene reasons.
How do I return an unwanted item?
Unwanted items can be returned within 30 calendar days of receipt. To be eligible, items must be unused, in original packaging, sealed, and you must notify us within 30 days. Return postage for unwanted goods is your responsibility. We recommend using a signed-for service.
What should I do if my coil or disposable vape is dead on arrival?
If your coil or disposable vape pod is dead on arrival, please report it to us within 48 hours of delivery. Successful claims will result in a credit to your account.
Product Information
Do you offer any warranty on vapes?
Yes, we offer a 90-day warranty on the following items:
- Vape kits
- Vape mods
- Battery chargers
- Vape tanks
Please keep the box with the authentication numbers as all warranty claims require this code. Without the authentication code, we are unable to honour warranties. Unfortunately, we do not offer warranties on disposables, coils, replacement pods, or e-liquids, as these are classed as perishable items. However, we have a 48-hour dead on arrival policy for disposables and coils. Please inform us within 48 hours if you encounter any issues with these products.
What should I do if I’m having problems with my vapes?
If your vape is not working properly, we are here to help. Please email our Customer Support Team at support@legionofvapers.com with the following details:
- Name
- Order number
- Short description of the issue
- Short video of the issue
- Picture of the authentication code on the box
What is your policy on tanks and coils?
Tanks can be returned for manufacturing faults. Follow the steps above to report faults. We do not offer refunds if you simply dislike a tank. Coils are consumable and have a limited lifespan. We accept dead on arrival returns if reported within 48 hours of delivery. Always soak new coils for at least 15 minutes before use.
What is your policy on disposable vape pods?
Puff counts are manufacturer guidelines and cannot be validated. We do not accept returns for these claims. Dead on arrival returns must be reported within 48 hours. Successful claims will result in a credit to your account, not a replacement shipment.