May Bank Holidays: Orders placed after 2.30pm Friday 3rd & 24th will dispatch the following Tuesday 7th & 28th May

Q. What ratio of PG/VG do you use for your shortfills (60/120ml bottles)

A. We normally aim for around 65VG 35PG with all out shortfills, this is an ideal ratio when adding a VG shot you will hit around 70-80% VG which is perfect for a subohm vape and with a PG shot you will hit around 50-60%VG which is perfect for you standard vapes.

 

Q. When will my order be dispatched?

A. We aim to dispatch all orders placed before 2.30pm (Monday – Friday excluding bank holidays)

 

Q. What Shipping methods do you offer?

A. We offer 2 shipping methods Royal Mail Tracked 24 & Royal Mail Tracked 48

 

Q. What is the cost of shipping?

A. Free Royal Mail Tracked 24 for all orders over £30 (after all discounts and points have been redeemed)

£2.99 Royal Mail Tracked 48

£3.99 Royal Mail Tracked 24

 

Q. My order hasn’t arrived on time?

A. Although the royal mail services are called 24 and 48 they are not guaranteed next or day after next working day deliveries. The exact wording from Royal Mail “We aim to deliver Royal Mail Tracked 24 the next working day and Royal Mail Tracked 48 within two to three working days after we accept your parcels. Tracked 48 has a delivery aim of two days for over 94% of our postcodes.” Please allow an extra day for both services before contacting us to chase up with Royal Mail.

 

Q. I have an issue with an order, how do I get in touch?

A. During business hours (8am-4pm) we have a live chat on our site or you can call us on 01733887900. Outside of business hours, you can send an offline message using our live chat or email us orders@phoenixeliquid.co.uk

 

Q. I need to return a product?

A. Please contact us via the channels mentioned above and we will give you a validation code to create a returns label on the dedicated royal mail returns portal.

 

Q. I’m desperately looking for a coil or product but I can not find it on your website.

A. Jump on our live chat and let one of the team know, we will do our best to either send you a link to the product or find the product from one of our suppliers and add it to our site (this is not always possible, especially for older devices but we will always try our hardest)

 

Q. I love the service, how do I leave a review?

A. https://goo.gl/maps/PAvsWgDygYQoAhWo8 please click this link and let us know how we are doing.

 

Q. I need to make a complaint about an issue from a local store?

A. Please email orders@phoenixelqiuid.co.uk, ensure you add the date of your visit and the store’s location.