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Better Service

What delivery service do you use?

We carefully choose our carriers depending on the services they provide. We offer a range of services including Tracked, Next Day and Free Delivery, depending on where you're ordering from, the delivery services offered will vary. Check our Delivery page for all the latest delivery options.

• UK Deliveries - Royal Mail and DPD
• EU Deliveries - DHL and DPD
• The USA and the rest of the World - Due to restrictions surrounding vaping products and e-liquids in certain countries, we cannot ship to many areas outside of the UK and the EU. If you are unsure please contact Customer Service.

How do I track my parcel?

You will be provided with a tracking number when your order has been processed, where tracking is available. This will be in the form of an email. If you have lost, or not received your tracking number, please check your junk mail folder first, before contacting Customer Service.

• Royal Mail - Track my Royal Mail parcel
• DPD - Track my DPD parcel
• DHL - Track my DHL parcel

My parcel hasn't arrived.

• At elfbar.co.uk we go the extra mile to ensure that your parcel is delivered within the stated time or sooner. Unfortunately, parcels can be delayed by events out of our control. Royal Mail advises to allow up to 7 working days before reporting a parcel as lost. With DPD Next Day deliveries please allow up to 48 hours before reporting a delivery as lost. With DHL Please allow 14 working days to allow for customs clearance.
• If your parcel was sent by a tracked service, you can check the progress of your delivery (see above).

Missing & damaged items

• When things go wrong. If your parcel has been delivered with items missing or damaged, please contact Customer Services within 48 hours with the details of your order and the missing items. We advise that you retain any packing as we may require you to send photos of the damaged items or packaging.

Need to return a product?

We hope that you're happy with your purchase. We know that sometimes things go wrong. If you're not totally satisfied with your purchase we can help.

In-store purchases:

If you purchased your faulty ELFBAR product in-store, your first, and quickest course of action is to return to the store where you purchased the item.

Online purchases:

If you purchased your ELFBAR product online from elfbar.co.uk, please see the information below. 

Unwanted Items

• We have a 14-day return policy. If you change your mind you must inform us within 14 days that you wish to return the product. All items must be unused and in their original packaging. For Health & Safety reasons we cannot accept liquids or vape products that have been opened or used, unless faulty. Please contact us with your order details using the information provided below to arrange your return.

Faulty Items

• Disposable vapes such as the ELFBAR 600 have a 30 Day warranty period, You may return a faulty item anytime within the 30-day period for an exchange or refund. Please contact us with your order details using the information provided below to arrange your return.

• Vape hardware such as vape kits and mods have a 6-month warranty period, You may return a faulty item anytime within the 6-month period for an exchange or refund. Please contact us with your order details using the information provided below to arrange your return.

Returns & Refunds

• Please contact us with your order details using the information provided below to arrange your return. Refunds and exchanges will be processed on receipt and inspection of the returned items. Once inspected we will inform you of our decision to replace or refund the item. Refunds will be paid using the original card details or the payment method. Please ensure all returned items are packaged securely and sent to the address below along with your full name, original order number and reason for return. Mark your parcel FAO: ELFBAR Customer Services

Faster Checkout

Why won't my discount code work?

There are a few reasons why the promotion code you are using won't work.

• Ensure that you have typed it correctly, taking note of upper and lower case letters and numbers. If it still doesn't work, it may be due to one of the following:
• Discount codes and promotions are set for a limited amount of time or have restrictions like 'single use' per customer. You can check our terms and conditions for the latest promotion restrictions. 
• Most special promotions or limited-time promotions will not work if another discount or promotion is already applied. Promotions will not work in conjunction with other offers.

What payment methods do you use?

We accept payments via our secure gateway using recognised Visa, Mastercard or Maestro payment cards and Paypal card payments.

• Visa Debit
• Visa Electron
• MasterCard
• MasterCard Debit
  
• Maestro

Why won't my order go through?

This could be for a number of reasons. Here are a few common problems that could prevent your order from going through:

• The payment failed - declined by the bank - card details incorrect.
• The item in the cart is no longer available.
• Information missing or incorrectly entered at the checkout stage, ie name and address not correctly filled out. (Please note that some fields are compulsory and are required before you can checkout successfully).
  
• You failed the Age Check. Please see below.

Age Check 18+

As a responsible retailer, elfbar.co.uk age checks using the details you supply when placing your order. If your details and age cannot be verified by our age check system we may contact you for further information before we can process your order.

Login Problems

At Elf Bar U.K we value your security and privacy. We will never send out your login details including passwords. If you are experiencing login problems, please follow the steps below to recover your information. We would recommend that you don't share your login details with anyone else.

• Please make sure that you are using the correct login details for your account.
• The email you are using is registered to your elfbar.co.uk account.
• Passwords are case-sensitive. Please make sure capital letters or numbers are entered correctly, and that Caps Lock is not on.

Below are the recommended steps for recovering your account login details. If you are still experiencing problems after trying the following steps don't hesitate to get in touch with our customer service team who will be happy to assist you.

• Changing my email address - Need to change your email? Login to your account to update your password on the Account Information screen.
• Changing my password - Forgotten your password? No problem, use the 'Forgotten Password' link on the login page to receive an email to reset your password. You can also change your password by logging in to your account and changing it on the Account Information screen.
• Blue Light cardholders - You will need to contact our customer services team who will be able to assist you.