Below we have put together some of the most FAQs from our customers, If you still have any unanswered questions, You can email us at Help@thevapinghamster.com or contact us via text message or WhatsApp at 07465 760587 with an outline of what you’re looking for, we’ll be happy to help you toward the perfect set up for you!
How quickly are orders dispatched?
We try our best to get all orders dispatched to you the same day, Any orders that come via the website before 2 pm will be posted the same day... Sometimes it will not be possible to get orders out on the same day, if it is not possible we will contact you. All orders will be posted by the delivery option chosen at the checkout, If you take our standard free delivery, we will post this out by Royal Mail 48 Tracked which means your order could take up to 7 working days to get to you. If you use Royal Mail 24 Tracked then your order could take up to 5 working days. We do not post any orders over the weekend or on bank holidays. Please also note that if you choose next-day delivery, this means that Royal Mail will deliver your order the following working day and by choosing next-day delivery you will not be entitled to quicker picking and packing as The Vaping Hamster does not offer such services.
I chose next day delivery... WHY ISNT MY ORDER HERE?
Well... That could be for a number of reasons, the chances are your order came through after 2 pm in which case your order will be dispatched the following working day, or it could be down to human error and we have made a mistake ourselves and posted via a different delivery method, it has happened before and will happen again and if this happens with your order you will be offered a refund on your postage... Another reason your order may not be there on time is that Royal Mail has a delay and if this is the case we would advise your to make a complaint to Royal Mail.
What other delivery options do you have?
We offer Royal Mail 48 Tracked and Royal Mail 24 Tracked as well as Royal Mail Next Day Guaranteed.
How do I get tracking details for my order?
You will receive tracking details by Royal Mail once we have packed your order and it is ready to be posted out. You will be able to keep track of your order by inputting your tracking details into the Royal Mail track your item system here www.royalmail.com/track-your-item
Do I get a receipt/Invoice for my order?
You will receive an invoice/receipt via email once you have purchased at the checkout and the funds have cleared, We at The Vaping Hamster do not always send out paper invoices unless requested by customers to do so, this is our way of not wasting paper. If you have any questions regarding the status of your order, please contact Help@thevapinghamster.com or contact us via text message or WhatsApp at 07465 760587 and we will be happy to help.
What payment options do you accept?
We accept debit and credit card payments through Squareup which is a secure and trusted payment method. We never see and do not save your details, so you can shop safely and securely.
Do you accept my card?
We accept all major credit cards including Visa, Mastercard, and American Express we do NOT accept Paypal.
Is my information secure whilst using your website?
How we collect and use personal information is regulated by the General Data Protection Regulation (“GDPR”). We are required by law to keep certain bits of information for accounting and fraud prevention purposes. we take confidentiality seriously. The payment processors we use (Squareup) are also bound by GDPR laws and have their own stringent security requirements too which can be found here www.squareup.com/gb/en/legal/general/privacy
What will appear on my bank statement?
The Vaping Hamster Limited
My item is damaged, what do I do?
Please contact us immediately via the contact us page if the items arrive with you damaged. If we are not notified within 14 days of arrival that a product is damaged, we may not be able to help.
How do I cancel my order?
If you would like to cancel an order we will need to be notified as quickly as possible and before we post out the order. if we are contacted after this time, we cannot always cancel the order before it has been dispatched and you could be liable to pay postage costs.
Please contact us by email at firstname.lastname@example.org or the quickest way to contact us is to send us a text message or WhatsApp to 07723372507
If your order has already been dispatched, you can still cancel the order by returning the items to us, providing they are unopened and in a re-saleable condition. However, by doing this you will need to pay the return postage yourself, and also you will not receive the original postage costs back in any refund unless your order is faulty or damaged.