Some orders may take a little longer than usual due to high volumes - See full Covid-19 Update
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You must be over 18 to purchase products from E-Cigarette Direct

Coronavirus COVID-19 Information

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Delivery Impact

Since March, we have seen unprecedented demand for our products, coupled with a huge increase of workload for delivery systems including the Royal Mail.

In some cases, this has and can lead to delays in your purchase being shipped and/or delays in delivery times.

At present, we are usually managing to pack and ship all orders within 48 hours and often more quickly than this.

We are strictly compliant with social distancing measures in our Warehouse which does limit the number of staff that can safely work at any one time. To assist with this, our teams are working longer shifts than usual.

Please see Royal Mail’s website for the latest information on the impact of Covid-19 on Royal Mail Deliveries.

Customer Safety

The safety of our customers and staff is always paramount to us as a business and please be assured that we are taking all measures recommended by the Government and Health and Safety bodies to reduce the risk of transmission.

Our guidelines include strict hygiene measures including very regular handwashing and a cleaning and disinfecting program in the warehouse.

All incoming products are stored for a minimum of three days before being dispatched.

Our delivery drivers all offer contactless delivery. However, we do recommend promptly disposing of packaging (or storing for at least 3 days without touching if you wish to re-use the packaging) and washing your hands after handling packaging.

Warehouse Safety

We have undertaken a detailed Covid-19 Risk Assessment for our warehouse and implemented guidance and regulations for Safer Worker issued by the UK Government and the Welsh Assembly.

You can see a copy of our Warehouse Risk Assessment here.

Retail

Safety in Stores

At E-Cigarette Direct, we are and have always been committed to the health, safety and wellbeing of our customers and colleagues.

In response to the Coronavirus pandemic we have put in place safety measures which remain under continuous review. Our review of the risks and preventative measures can be seen in our Coronavirus Risk Assessment - Retail Stores.

Please take some time to familiarise yourself with our safety measures before making a trip to one of our stores and please follow the guidance in and outside the store to help protect everyone.

As well as following the latest guidance and regulations from the UK Government and the Welsh Assembly, we have worked closely with our Health and Safety partners Ellis Whittam and with our industry trade association, the IBVTA.

Social Distancing outside Stores

Industry guidance and regulations require us to limit the number of people in our stores at any one time. Depending on the store and internal area, this may be one customer at a time or two customers at a time. If there is not room in store, please wait outside, keeping a safe distance apart in accordance with the current guidance and any instructions outside the store or from any authorised persons directing queueing outside stores.

We are asking people to attend stores singly and not in groups. However, we understand that you may need to bring children into store with you. In these cases, we ask that you keep your child or children close to you and under your supervision at all times.

Social Distancing inside Stores

Inside stores, as well as limiting the number of people (including staff) inside the store at any one time, we have also introduced a one way system (where space allows) and distancing guidelines to assist with social distancing.

In addition, along with many other retailers, we have installed screens at till areas where it might be more difficult to keep a suitable distance apart.

We are asking that all payments are made by card, and preferably by contactless, wherever possible but we will accept cash payments if necessary.

Unfortunately, we are not able to offer our usual samples and ‘try before you buy’ due to the increased risk of transmission and we apologise for this.

Where troubleshooting is required, we may ask you to leave your device in the shop and return at a later time in order to minimise interaction with other customers.

We ask that customers/visitors come in one at a time and not in groups, even if they are family members or people that they live with. However, we do understand that some customers/visitors will need to accompany others if there are no responsible adults to watch after them outside.

We have, where possible, taken into account buggy and wheelchair access.

Hygiene

We have enhanced all our cleaning, handwashing and hygiene procedures in line with official guidance for all our operations including retail stores.

We have shortened our opening hours to allow for increased deep cleans each morning and evening. Stores will also be cleaned and disinfected throughout the day with sneeze screens, till areas and card machines disinfected between customers.

At E-Cigarette Direct, we are and have always been committed to the health, safety and wellbeing of our customers and colleagues.

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You Must Be Over 18 to Buy From E-cigarette Direct

Why do I have to prove my age?

To our website you look under 18.

So, as a responsible retailer, we need to check your age.

You'll only need to do this once and it takes less than a minute.

Our age verification system is quick and easy to complete. Simply enter your date of birth, and our system will use the information from your order to do the rest.

On rare occasions, you might find that you don’t succeed on first try. Don’t worry - our super-friendly customer service team is on hand to ensure that, as long as you are 18 or over, you can still get your vaping supplies!

Once you have confirmed your age we won’t usually need to check again. (Exceptions can occur, for example if you change your name).

(You can help us check your age by ensuring your name and address are spelt absolutely correctly in the order form :) )

How your data is used

We use as little data as possible. The only data that ECigaretteDirect keep is information needed to send your order, and your date of birth (so we only have to check once!)

Your age is checked using Experian, which will check the information you provide against information in existing records to confirm you are over 18. No credit check is performed but a record of the search will be visible to you on your credit report. This will not affect your ability to get credit.

Why do we check age?

As you may know, there has been some concern that under-18’s may try vaping.

This is against both our company policy and the law.

And as responsible retailers, we need to do everything we can to ensure that every customer is of legal age.

For more information, see our Terms and Conditions.

How Secure is e-Cigarette Direct?

Your privacy is important to us, and your personal information should remain just that - personal.

See the little green lock in the search bar? That’s our security certificate (SSL or secure socket layer to be precise). It encrypts all the information you enter so that no-one else can see it.

Information you provide for age verification is sent securely to Experian and no details of the checks are stored in our system. Ever.

If you have any concerns, please call our friendly customer services team on 01792 852843 (Mon - Fri, 9am - 5pm).

For the techies: Our SSL certificate uses an sha256 hashing algorithm.

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