The Service Level Agreement For Dispatch
All products are shipped discreetly in a brown box with absolutely no indication as to the contents.
We subsidise all the delivery charges, so you actually pay less than what it is costing to dispatch goods.
Goods that are in stock are dispatched within one working day Monday to Friday. If for any reason we are out of stock, we would expect to dispatch the goods in about 7 days. If there is a manufacturing delay with any products you will be notified by email as soon as we are aware.
*Cut off for overnight delivery choices is 3pm (2:15pm Hermes), if we can we will dispatch up until 4pm when parcels are collected.
In More Depth
Royal Mail UK & Worldwide Parcels:
Goods are sent on your choice of shipment unless the weight is over 2kg then goods are sent via DPD shipping rates apply. If your customer is not in when their parcel arrives they will keep the package at their local depot for 7 days enabling them to pick it up. After 7 days the parcel then returns to us.
If you are using this service please provide an email address and mobile number for your customer. DPD will contact your customer by text or email to notify them of a delivery time and date. If this is not convenient for your customer, they have the option to change it. DPD will attempt delivery 3 times – if they are still unsuccessful after this time the parcel is returned back to us. In some rare cases, DPD may not deliver the next day. But is 99% next day service.Customs charge is included in the price for: Norway, Serbia & Switzerland.
BFPO (British Forces Post Office):
Goods are dispatched on Royal Mail Tracked.
Note: You may receive an order going to a BFPO address. The address may contain an overseas country. This does not matter. All BFPO parcels are delivered to a central office in London and then distributed overseas by the Army. When dispatching these orders please select BFPO from the drop-down country list.
UK Postage – Up to 2kg of Goods:
Royal Mail Tracked48 Delivery
Royal Mail Tracked24 Delivery
Royal Mail Overnight Delivery
These services will provide a tracking number and can be tracked at any stage of the delivery process. This service also is insured and requires a signature.
Royal Mail First Class Delivery
Royal Mail Second Class Delivery
These services are available for low-cost orders making postage a lot more affordable, we don’t recommend using this delivery service for high-value orders. If a parcel is lost there is no insurance available for this service or tracking information once the parcel leaves our warehouse. Any loses will have to be replaced at your cost.
These prices will be reviewed quarterly as and when Royal Mail Review our charges.
Non delivered parcels for all destinations, including overseas will be returned after a delivery attempt and a fee of £3.16 plus VAT is then charged by Royal Mail for this return service.
Courier Charges – Up to 30kg of Goods:
DPD Classic Next Day
Delivery service with a 1 hour delivery window – Weight up to 30kg per parcel
(Deliveries are between 8am-6pm Mon-Friday). Includes a Text/email notification.
* Non delivered parcels for the UK will be returned after 3 delivery attempts and a fee of £5.79 plus VAT is then charged by DPD for this return service.
Your customer will receive text messages and email notifications and also calling-cards if DPD have been unable to deliver their parcel. If your customer then fails to re-arrange a delivery with DPD directly this fee is incurred. We will pass this charge on to your Xtrader account.
DPD Remote Location Delivery Charges
Remote locations in Scotland, Channel Isles, Isle of Man & Isle of Wight tend to be the frequent ones. If your parcel requires this additional shipping charge we will advise you.
BT, Scottish Highlands & Channel Islands – £10.58 two day.
BT, Scottish Highlands & Channel Islands – £19.60 next day.
Hermes 48 / Hermes 24 +£1.66
Non delivered parcels for the UK will be returned after 3 delivery attempts and a fee of £4.00 plus VAT is then charged by Hermes for this return service.
Hermes cut off time for same working day dispatch is 2:15pm.
Back Orders & Split Deliveries
If there has been a manufacturing delay or something has been out of stock on your order for 12 days then we are happy to split or back order part of the waiting order. The delivery charge on the second delivery for the order will be charged at cost.
Please note: We will not do this on an order unless the item has been waiting more than 12 days.
If you are concerned about making your customers wait you need to think about a stock management utility to work with our XML stock feed.
Occasionally customers fail to pick up their order from the local depot once the initial delivery attempt has been made if they were out. After a week the parcel is shipped back to us. Unfortunately, the redelivery charge to dispatch the goods back out is not subsidised.
UK Re-delivery Charges:-
Royal Mail – £Cost
Courier – £Cost
Europe and Rest of the World:-
Royal Mail – £Cost
Courier – £Cost
Customer Exchanges And Faulty Items
If a customer returns an item because they don’t want it and they want an exchange the redelivery charges apply.
If a customer returns an item for an exchange due to a fault there is no charge for sending a new item back to them. It will be returned to your customer via our tracked service.
If an item is returned and found not to be faulty. Your account will be charged postage to return the item to them.
If an order is cancelled after dispatching the full delivery costs (not the subsidised charge) will not be refunded. This includes packing, staff time and box used.
If your customer has a faulty item, there is a Freepost address you may use. Please email us for the address. Click here to email us
The Freepost address is only for the use of returning faulty items. When we receive the returned item, it will be checked, if the item is not faulty and the Freepost address has been used, then there will be a charge of £3.36 plus vat for the cost of postage.
What Happens If Something Goes Wrong.
We have a dedicated team looking after your interests and if there are any issues with your parcel we will work to overcome the problem and obtain a delivery for you.
If your parcel is lost on route we will endeavour to obtain compensation for you for the insured delivery services.
We will liaise with the particular depot on your behalf and resolve any problems swiftly and keep you updated at all times.
Items received that are incorrect must not have the items packaging opened, we must be notified as soon as it is convenient and we will advise full instructions for an exchange. Incorrect products received with security seals or sealed packaging which has been opened by the customer cannot then be returned for an exchange as they have been accepted by the customer.
Any orders disatched on to a third party delivery service eg. GSP (Global selling programme) once delivered to the requested company any loss or damage to the parcel is no longer XTrader responsibilty.
We do not replace lost parcels free of charge. All parcels which are dispatched via an insured service our team will look after the claim procedure on your behalf and all compensation once obtained will be passed on to you. So, you will never be out of pocket but in the meantime, if you wish to have a replacement order sent this must be sent at your cost.
Uninsured services are not covered for claims.
A claim usually takes about 4 weeks to complete.
Royal Mail Procedure:-
1) We complete a claim form and include proof of posting and copies of commercial invoices to prove the cost of the goods.
2) Royal Mail processes the claim and will contact your customer to confirm the goods never arrived.
3) The claim is accepted once Royal Mail receives your customers’ confirmation back.
4) We receive a cheque and your account is refunded the compensation amount in full.
If your customer does not make the effort to confirm the parcel is missing, no payout is received from Royal Mail so in turn, you will not receive any compensation.Royal Mail currently loses approx 2 parcels a month.
Which equates to less than 0.01% of our entire dispatch so do not be overly concerned about lost parcels.
1) We complete a claim form and include copies of commercial invoices to prove the cost of the goods.
2) The courier processes the claim.
3) We receive a cheque and your account is refunded the compensation amount in full.
4) DPD only give 14 days from the date of postage to claim for lost parcels.
5) If lost parcels are not reported within 14 days then we are unable to offer any compensation.
DPD very rarely lose anything and it is currently one or two parcels a quarter out of our entire quarterly dispatch.
Below is a list of the compensation payable if a parcel goes missing. If we need to do a claim on your behalf, this is the maximum amount you will receive back.
Royal Mail Untracked – no compensation for loss or damage
Royal Mail Tracked 24 and 48 – Claims must be made within 80 days of the date of posting – compensation up to £100
Royal Mail Overnight Delivery – Claims must be made within 14 days of the date of posting – compensation up to £500
Royal Mail International Uninsured – no compensation for loss or damage
Royal Mail International Airsure – claims for loss must be made within 6 months of posting – compensation up to £50
Hermes – compensation up to £20
* Parcels sent with liquids are not covered as all liquids are prohibited.
DPD inland parcels – compensation up to £100
DPD International – compensation is worked out on the “Warsaw Convention” and is based per kilo. The Convention for the Unification of certain rules relating to international carriage by air, commonly known as the Warsaw Convention, is an international convention which regulates liability for international carriage of persons, luggage, or goods performed by aircraft for reward.
Vaping Shipping Restrictions And Permits
Due to selling regulations outside of the EU, we can only ship to the Countries found in the link below. Please be aware shipping into other countries will require the application of a permit for each country.
Please refer to the government website for updated information on cross-border sales of e-cigarettes.
There are no restrictions within the UK and you do not need to apply for a permit.
We do not replace or refund edible items that have been sent outside of the UK and then spoil during transit. For example:- Sending Edible Chocolate Nipples all the way to Saudia Arabia and they melt before they arrive.