Xmas Shipping info
With the festive season fast approaching, we want to ensure your orders arrive on time. Please be aware of the upcoming last shipping dates for Christmas deliveries with Royal Mail:
Monday, December 18: Royal Mail Tracked 48
Wednesday, December 20: Royal Mail Tracked 24
Please note that while we will make every effort to deliver your parcels before Christmas, due to the high volume of shipments during this time, we cannot guarantee delivery by these dates
Xmas Website Shutdown info
Our website will be largely shut down for order dispatch between Christmas and New Year. This means that any orders placed from 2:30 PM on December 22nd until 1:00 PM on Friday, December 29th will not be dispatched until Friday, December 29th. Orders placed after 1:00 PM on Friday, December 29th will be dispatched on January 2nd.
We apologise for any inconvenience this may cause, but we want to ensure that our team has the opportunity to rest and recharge during the holidays so that we can continue to provide you with the best possible service in the new year.
Please note that you will still be able to place orders during this period, but they will not be processed or dispatched until the dates mentioned above. We encourage you to place your orders as early as possible to avoid disappointment.
Thank you for your understanding and continued support. We wish you a joyous and memorable holiday season!
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
£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 RoyalMail “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 chaise 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. Do you sell CBD products
A. Unfortunately we are unable to provide CBD products online but we do have a wide range of products in store, please check our store finder to see your nearest location
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.
