Orders confirmed and paid for by 2.15pm Monday-Friday will be dispatched the same working day (excluding bank holidays). 

Postage is charged at Royal Mail's published price plus a small materials/processing fee as follows: 

40p for UK standard (non-tracked) services. 

£1.00 for all other services, including but not limited to "Signed For", and "Special Delivery".

VAT is not payable on most shipping methods, however VAT will be charged at 20% on UPS Courier Services, and Royal Mail Tracked 24/48.

VAT is charged at 20% on materials/processing fees.

A list of Royal Mail's prices can be found on their website ( We’ll do our best to keep you informed of any changes to Royal Mail’s pricing/terms but ultimately it’s your responsibility.

All post sent by Royal Mail's UK services are franked with the name and return address of our limited company, however it's a nondescript name ("CYGM Ltd") so will not affect you or your customers.

When ordering to an address outside of the UK, you and your customer are responsible for making sure that there are no issues with importing vaping products into the destination country from the UK. Your customer will also be responsible for paying any import taxes/vat/duty etc - EQ Dropship cannot be held responsible for any issues or delays with customs or the recipient's local postal services.

Customer Data

You are responsible for ensuring the accuracy of the name and address details you provide. We will never use your customers' details other than to print address labels for dispatch, and we will never contact them directly - they're your customers, not ours!

See our Privacy Policy for more info.

Age Restriction

You are responsible for ensuring that you have adequate checks in place to ensure that you are not supplying products to anybody under the age of 18.

Contact With Your Customers

As stated above, we will never contact your customers, and (unless specifically agreed under exceptional circumstances) you must always be your customer’s only point of contact. If your customer attempts to contact us in any way, we will not respond.

Order Details

Before paying your invoice, please ensure that you have fully checked all details including your customer’s name and address, items and quantities ordered, and delivery method selected.

If for any reason your customer receives the wrong item then we will work with you to resolve the issue.

In such cases we will need to have the incorrect item returned to us, at which point we can dispatch the correct one. Alternatively, you can pay for the correct item to be sent out as a new order, and we will credit you for the other item on its return.

If the error is on our behalf then we will cover all postage costs to rectify the mistake.

Lost/Delayed Post

With the exception of Special Delivery, Royal Mail do not guarantee delivery of an item by any specific date, and unfortunately lost post is something that does happen from time to time. In the case of a lost item, making a claim with Royal Mail will be your responsibility for mail that we have dispatched to your customer on your behalf. We take photographs of all franked mail before it is dispatched to prove the date that it was posted - if you want a photograph of a package to assist with a claim, please contact us.

Please note when selecting a delivery option, Royal Mail will compensate up to a maximum of £20 for standard post, £50 for Signed For, and £500 for Special Delivery.

Please see the Royal Mail website (  for their full terms and conditions.


All payment must be made by bank transfer. You are responsible for covering all associated fees.


It will be your responsibility to handle any warranty issues with your customers - you must liaise with them to determine whether it's faulty or not. We will send replacement items out for you but it will be chargeable as if it was a new order. We will of course credit the money back to you once you've sent the faulty item back to us and we've confirmed that it has a genuine manufacturing fault. Please liaise with us before agreeing to replace an item as we've found that the majority of claims can be attributed to user error or inexperience and rectified without replacing an item.

Unwanted Item Returns

If your customer wants to return an item because they no longer want it, we will only consider accepting the return if the product is still in perfect condition as supplied, and still in all of the original sealed packaging if applicable. Please note that you will be responsible for the cost of return postage. We will only credit you for the cost of the product, and not for the original shipping cost/processing fees etc. Please contact us first before sending anything back to us!

Stock Availability

Whilst we will endeavour to keep stock availability as up-to-date and accurate as possible, we can't always guarantee to have in stock what you need to fulfil your order. In the event that an item you have ordered is unavailable we will contact you as soon as possible to resolve the issue.