Everything You Need to Know

Shipping & Returns

Fast, Reliable Delivery and Hassle-Free Returns,
Plus Free Shipping on Orders Over £50!

Delivery options

Our shipping operations are facilitated through Royal Mail, ensuring reliable delivery services. Please be aware that orders placed after our 1pm cut off time will be processed on the following working day. Additionally, we offer free delivery for orders over £50 to further streamline your experience. More detailed information regarding our delivery options can be found below.

Add £50.00 to your cart for free shipping!
  • Royal Mail 48
    (2nd class post)

£4.99 or free for orders over £50
Delivery approx 2-3 working days

  • Royal Mail Tracked 24
    (1st class post)

£5.99 or free for Ultimate Gold members
Delivery approx 1-2 working days

  • Royal Mail Special Delivery
    Guaranteed by 1pm

Delivery next day

  • Royal Mail Special Delivery
    Guaranteed by 9am

Delivery next day

Exchange or Return of Goods

At Ultimate Juice Ltd., we strive to ensure that all our products meet the highest standards of quality and customer satisfaction. However, if you encounter any issues with your purchase, our returns policy is designed to help resolve matters efficiently and fairly.

Defective or Damaged Goods

Reporting Issues: If your order contains damaged or defective goods, or if an item is missing, you must notify us via email at websiteorders@ultimatejuice.co.uk within 48 hours of receipt. Claims reported after this period may not be eligible for returns or refunds.

Do Not Dispose of Goods: It is crucial that you do not dispose of any damaged items. We may require batch numbers, photographic evidence of the damage, or the actual item returned to us for verification.

Return Process: Defective or damaged goods should be sent back to Ultimate Juice Ltd. for inspection. Upon receipt, we will thoroughly test and inspect the items. If the product is confirmed as defective within the first 30 days of purchase, you have the option to receive a refund, a replacement, or, if the product is no longer available, an alternative product or a refund inclusive of your postage fees.

Non-Defective Goods: If the returned goods are found not to be defective or the damage is determined to be due to misuse, accidental damage, or normal wear and tear, you will be responsible for any costs incurred in returning the goods.

Shipping Returns: All returns must be sent via recorded delivery, insured for the full value of the goods, and accompanied by the original order number. Please ensure the goods are well-packaged, as we do not provide special packaging for returns.

Unwanted Goods

Return Conditions: If you wish to return an unwanted product, you must send it back to Ultimate Juice Ltd. at your own expense within 14 days of purchase. The product must be unused, sealed in its original packaging, and include the original order number.

Refunds for Unwanted Goods: We will refund the full cost of the goods, excluding delivery costs, after we have received and inspected the goods to confirm they meet our return criteria.

Hygiene and Safety: Please note that due to hygiene and safety reasons, electronic cigarettes that have been used, and e-liquids that have been unsealed, are not eligible for return unless they are defective.

Shipping Advice: We recommend that you use recorded delivery for sending any returns to ensure that the goods do not get lost or damaged in transit. Ultimate Juice Ltd. is not responsible for any items that are lost or damaged during return shipping.

Atomiser Returns

DOA Policy: Atomisers, also known as replacement coils or heads, are considered consumables and have a limited lifespan. We only accept returns of atomisers if they are dead on arrival (DOA). You must report these issues within 48 hours of receipt.

Inspection and Replacement: Upon receiving the returned atomiser, we will inspect it for signs of use. If we determine that the atomiser was DOA, we will replace the atomiser and refund any reasonable postage costs incurred by you.


My order hasn't arrived yet. Where is it?

If your order has not arrived within the expected timeframe, please check your email for any dispatch notifications which include tracking information. If there is no tracking update or if the delivery window has passed, please contact us directly at [email protected] or call us at 024 75097 254 so we can investigate and ensure your order reaches you as soon as possible.

Do you deliver on public holidays?

We do not dispatch orders on public holidays. Any orders placed on public holidays will be processed and shipped on the next working day. Similarly, delivery services do not typically operate on public holidays, which could extend the delivery time of your order.

Do you deliver to my postcode?

We deliver to most areas across the UK. However, there are some restrictions on certain postcodes, especially remote or hard-to-reach areas, where delivery might not be possible or may require additional delivery time. Please contact our customer service team if you would like to confirm whether we can deliver to your specific postcode.

Is next-day delivery available on all orders?

Next-day delivery is available for most of our products provided you place your order before 1 pm on a working day. Select the ‘Royal Mail Special Delivery Guaranteed by 1pm’ option at checkout. Please note that next-day delivery might not be available for certain remote areas or during exceptionally busy times like holidays.

Do I need to be there to sign for delivery?

For security and peace of mind, certain delivery options, especially those that are expedited or high-value, require a signature upon delivery. If you choose a tracked service like ‘Royal Mail Tracked 24’, someone will need to be at the delivery address to sign for the parcel. If no one is available, the courier will leave a note with instructions on how to rearrange delivery or collect your parcel from a local depot.

Need help?

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