Delivery Policy

This Delivery Policy explains how and when we dispatch and deliver orders placed through Zeltu.com. If you have any questions about your delivery, please contact us using the details at the end of this page.

1. Order processing

Orders are processed on business days (Monday to Friday, excluding public holidays). We aim to dispatch orders within 1–2 business days of your order being placed and payment being confirmed. Orders placed after our daily cut-off, at weekends, or on public holidays are processed on the next business day. During busy or promotional periods, processing may take a little longer.

2. Delivery options, times and costs

We offer free UK shipping on all orders over £19.99. The delivery methods available to you, along with their estimated timescales and any costs, are shown at checkout before you complete your order. Delivery times are estimates provided by our carriers and are not guaranteed; they begin from the point your order is dispatched, not from when it is placed.

3. Where we deliver

We deliver to addresses within the United Kingdom. If you would like to order for delivery to an area not offered at checkout, please contact us before ordering and we will do our best to help.

4. Age-restricted products

It is illegal to sell vaping products to anyone under the age of 18. Orders may be subject to age verification, and our carriers may ask for proof of age on delivery. We are unable to leave age-restricted orders with anyone who cannot confirm they are 18 or over.

5. Tracking your order

Once your order has been dispatched we will send you a confirmation email. Where the chosen delivery service supports it, this email will include tracking information so you can follow your delivery.

6. Failed deliveries and incorrect addresses

Please make sure the delivery address you provide at checkout is complete and correct. We cannot be held responsible for orders delayed or lost because an incorrect or incomplete address was supplied. If a delivery attempt is unsuccessful, the carrier will usually leave details for rearranging delivery or collection. Parcels returned to us as undelivered or uncollected can be resent, though a further delivery charge may apply.

7. Delays

Occasionally delivery may be affected by circumstances beyond our control, such as adverse weather or carrier disruption. We will always do our best to get your order to you on time, but we cannot accept liability for delays caused by such circumstances. Risk in the goods passes to you on delivery.

8. Damaged or missing items

We take great care in packaging your order. If your order arrives damaged, or any items are missing, please contact us as soon as possible so we can put things right. Keeping the packaging and, where possible, sending us photographs of any damage helps us resolve your query quickly. This does not affect your statutory rights.

9. Contact us

Questions about your delivery or a specific order? Email info@zeltu.com or write to us at 238 Winchester Road, Southampton, SO16 6TL.