Update 11th June 2020:
As from Monday 15th June, our Middlesbrough retail store will be re-opening.
Following government mandated advice, our store has remained closed for several weeks however we are now able to re-open and allow customers to come and purchase products in person. We will also be re-enabling the click-and-collect option for online orders.
When entering our store, please ensure you are sticking to social distancing measures and following posted signs for advice:
- A maximum of two people in our retail store at any one time, with people waiting following the 2m social distancing measures in an orderly queue outside when required.
- Waiting until a member staff is available to greet you.
- Sanitizing your hands when entering and leaving our store using the provided sanitising station in the entrance hallway.
- Where available, using contactless payment methods.
- Customers should wear a facemask where possible
CUSTOMERS SHOULD NOT LEAVE THEIR HOMES IF THEY ARE EXPERIENCING ANY SYMPTOMS ASSOCIATED WITH COVID-19
Our staff will be adhering to government issued advice, including best safe working practises and disinfecting all hard surfaces on a regular basis so please allow extra time for your visit.
While our store will be open from Monday 15th June, we will be open for reduced hours to begin with. Our store will be open from 9:00am – 1:30pm Monday – Friday until further notice.
Thank you for your patience during this time and we look forward to seeing you in our store again very soon.
In terms of online order, please see our updated timescales below:
- Processing Time: 1 – 2 Working Days
- Royal Mail 24: Currently up to 3 working days.
- Royal Mail 48: Currently up to 5 working days.
- UPS: Up to 2 working days, however usually still next day.
- International: Timescales vary, please check the website for the chosen carrier for up to date timescales for your country.
Update 14th May 2020:
No courier is guaranteeing delivery timescales.
Royal Mail 24: Currently up to 5 working days. Royal Mail 48: Currently up to 7 working days. UPS: Currently up to 2 working days. International: Timescales vary, please check the website for the chosen carrier for up to date timescales for your country.
Update 14th April 2020:
Currently, we are experiencing delays with Royal Mail delivery due to the ongoing pandemic.
We have been advised that Royal Mail are currently experiencing Christmas levels of post with half of the members of staff.
We are unable to provide any tracking information for any Royal Mail 24, Royal Mail 48 or International Standard parcels, however these do show delivery confirmation.
Due to the pandemic, deliveries can take exceptionally longer then usual.
Royal Mail 24
During standard service, Royal Mail aim to deliver within 1-3 working days.
We are finding this service can take up to 5-10 days delivery at this time.
Royal Mail 48
During standard service, Royal Mail aim to deliver within 2-5 working days.
We are finding this service can take up to 10-14 days delivery at this time.
The above are just a guideline as each delivery can vary depending on the local sorting office / delivery depot.
Due to the reduction in the service provided, Royal Mail have advised us that parcels send via RM24 can only be considered lost / missing after 20 working days, and RM48 can only be considered lost / missing after 25 working days.
While we are shipping as many orders as possible each day, we ask that you do leave some extra time for your delivery to arrive before contacting us as this is outside of our control.
Update 6th April 2020:
We are experiencing a slight delay in orders being processed, which can lead to an additional 1-2 day processing. This is mainly due to the volume of orders received, as demand for online ordering has significantly increased (plus some supply chain issues for consumable items). Royal Mail are currently experiencing delays due to the volume of parcels received and number of staff available to deliver items. We expect only to see a 1 – 2 day delay on most methods, however please allow for an extra 4 – 5 days. If selecting UPS shipping, please allow for a 1 – 2 day delivery delay. UPS appear to be prioritising essential services and business packages before residential.
Please be aware that we are also experiencing a high volume of support tickets during this time. We ask that you allow an extra couple of days before contacting us for a missing parcel due to the delivery delays and be respectful to our staff. We can assure that we are doing everything we can to get your orders to your door as soon as possible during these challenging times.
Update 24th March 2020:
Following the Government’s advice, our retail store is closed from 24th March until further notice. We have removed the click and collect option from our site in response to the retail store being closed. We are still accepting online orders, and orders are being processed as usual. Please allow extra time for orders to be processed due to increased demand. At this time, Royal Mail & UPS are operating on a slightly delayed schedule, so order delivery may be longer than expected.
For any queries, please feel free to give us a call on 01642 049028.
Note: Warehouse hours may fluctuate during this period. Please leave a voicemail and we will call you back when we are available. Alternatively, you can always email us at email@example.com
In light of recent government advice and the continued spread of the COVID 19 pandemic, we are reassuring all our customers of the additional measures we are taking to minimise the possible exposure to the virus.
We have had no cases of COVID 19 among our staff, family or friends and continue to monitor the situation very closely.
Our customers’ safety is our primary concern and we have put the following measures in place on top of our strict quality control.
- All staff are to thoroughly sanitise their hands upon entering.
- All staff members have been informed of a strict process to follow should they display any flu-like symptoms.
- All staff who can work from home have been advised to work remotely.
- Enhanced disinfection of all work surfaces (including store worktops, desks, workstations, kitchen area and toilet facilities)
Actively promote contactless payments as a preferred method of payment.
- Warehouse staff are required to observe government advice and guidelines while preparing and packing orders.
All Vapour Depot products will continue to be manufactured in our clean room environment, utilising HEPA filtration systems to remove airborne particles.
We are monitoring the stock situation closely, with several products being extremely hard to obtain during this period.
While we continue to process orders, there may be shipping delays due to the added precautions we are taking. At the time of writing, our store continues to remain open. However, depending on government advice and the local situation, we may take the decision at a later date to close the store temporarily to protect our customers and workforce.
Update on Shipping Rates & Times:
Please note – due to the ongoing COVID 19 Pandemic we are experiencing some supply chain issues, as a result we have had to temporarily suspend the Large Letter postal option. All orders will be shipped under the Small Parcel category when shipped via Royal Mail.
Please allow extra time for deliveries to arrive due to a combination of supply chain & postal delays. More information can be found on the Delivery Information page.
Last Update 09:28 on 11th June 2020