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Shipping Policy

Shipping Policy

Go Sweet ships UK Mainland and to all UK postcodes including Scotland, Northern Ireland, the Highlands and the offshore islands. Orders are dispatched the same working day where placed before our daily cut-off, and tracked from dispatch to delivery. This policy sets out our delivery options, pricing, cut-off times, bank holiday handling and what happens if something goes wrong in transit.

Go Sweet is a trading name of VAPE SUPPLIER™ Ltd (company number 10873335). In this policy, "we", "us" and "our" means VAPE SUPPLIER™ Ltd (t/a Go Sweet). All shipping policies on this page form part of our Terms of Service.


Delivery options and pricing

We use a mix of Evri and DPD for UK delivery. The courier assigned to your order depends on weight, destination and order value; both offer full tracking and proof of delivery. The delivery option you select at checkout is the one we will use.

Our standard UK delivery pricing is as follows:

  • England and Wales, orders over £20: FREE tracked next-working-day delivery
  • England and Wales, orders under £20: £2.99 tracked next-working-day delivery
  • Scotland, Northern Ireland, Highlands and Islands: £4.99 tracked delivery, typically 2 to 3 working days

Free delivery applies automatically at checkout once the basket value (excluding delivery charges) reaches £20. Promotional codes and discount adjustments are applied to the basket total before the free delivery threshold is calculated.


Same-day dispatch cut-off

Orders placed Monday to Friday before 8:30pm are dispatched the same working day. Orders placed after 8:30pm on a working day, or any time over the weekend, are dispatched on the next working day.

Working days are Monday to Friday, excluding UK public and bank holidays. Orders dispatched on a working day are normally delivered on the next working day for England and Wales addresses, and within 2 to 3 working days for Scotland, Northern Ireland, Highlands and Islands addresses.


Weekend orders

Orders placed on Saturday or Sunday are dispatched on Monday (or the next working day if Monday is a bank holiday). Tracking notifications are issued from the dispatch confirmation onwards.


Bank holiday delivery

UK bank holidays affect dispatch and delivery timelines as follows:

  • Orders placed on a bank holiday: dispatched on the next working day
  • Orders placed the working day before a bank holiday, before the 8:30pm cut-off: dispatched the same day. Delivery will arrive on the next working day after the bank holiday, since couriers do not deliver on bank holidays
  • Orders placed during a bank holiday weekend (for example, Saturday or Sunday before a bank holiday Monday): dispatched on the next working day after the bank holiday

This means a bank holiday in the middle of the week typically adds one extra working day to delivery, and a bank holiday Monday means orders placed from Friday evening through Monday will be dispatched on Tuesday.

For Christmas, New Year and other extended bank holiday periods, we publish a dated cut-off and delivery schedule on the homepage and via email to subscribed customers. We recommend ordering early during these periods, as courier networks experience significantly higher volumes.


Tracking your order

Every order is sent with full tracking. Once your order has been dispatched, you will receive a dispatch confirmation email containing your tracking number and a link to the courier's tracking page. You can use this to check the live status of your delivery, the expected delivery window and the driver's progress on the day of delivery.

If you have not received a dispatch confirmation email within 24 hours of placing your order (excluding weekends and bank holidays), check your spam or junk folder. If it is not there, contact us at help@gosweet.co.uk with your order number and we will resend the dispatch details.


Delivery attempts and missed deliveries

Our couriers will attempt delivery to the address you provided at checkout. If no one is available to receive the parcel, the courier will either:

  • Leave the parcel in a safe location at your address (where you have given safe-place instructions to the courier)
  • Leave it with a neighbour (where neighbour delivery is permitted at the address)
  • Take the parcel to a local pickup point or locker, with a card or tracking notification explaining how to collect it
  • Attempt re-delivery on the next working day

You are responsible for ensuring the delivery address provided at checkout is accurate, that the address is accessible, and that arrangements are in place for the parcel to be received. If a parcel is returned to us after multiple failed delivery attempts because the address was incorrect or the recipient was unreachable, we will contact you to arrange re-delivery. Re-delivery may incur a further postage charge.


Lost or delayed parcels

Couriers occasionally lose or significantly delay parcels. If your tracking has not updated for 3 working days or more, or if the parcel is showing as delivered but you have not received it, contact us at help@gosweet.co.uk with your order number.

Under courier policy, a parcel is generally not considered "lost" until at least 5 to 10 working days have passed without movement, depending on the courier. We will open a formal investigation with the courier on your behalf, which typically takes 3 to 5 working days to conclude. Once the courier confirms the parcel is lost, we will dispatch a replacement immediately or issue a full refund, at your choice.

Where a parcel is marked as delivered but you have not received it, we will ask the courier to investigate, including checking with the driver, reviewing any GPS or photographic delivery evidence, and contacting any nominated safe-place or neighbour. Most "missing delivered" parcels are located within 48 hours.


Damaged or tampered parcels

If your parcel arrives visibly damaged, tampered with, or open, we recommend you photograph the parcel before opening it where possible. Contact us at help@gosweet.co.uk within 48 hours of delivery with your order number and clear photographs of the damage. We will arrange a replacement or refund as set out in our Refund Policy.

If individual products inside an otherwise undamaged parcel arrive damaged, the same process applies; photograph the issue and email us within 48 hours.


Incorrect address

Please check your delivery address carefully at checkout. Once an order has been dispatched, we cannot change the delivery address. If you spot a mistake before the order is dispatched, contact us at help@gosweet.co.uk as soon as possible with your order number and the corrected address; if we can intercept the order before dispatch, we will update it.

If a parcel is undeliverable because the address was incorrect and the courier returns it to us, we will contact you to arrange re-delivery. Re-delivery to the corrected address will incur a further postage charge. If you prefer to cancel rather than have the parcel re-sent, we will refund the cost of the goods but not the original outbound postage.


International shipping

At present, we ship to UK addresses only. We do not currently deliver to addresses outside the United Kingdom. This includes the Republic of Ireland, the Channel Islands and the Isle of Man, although we are reviewing our shipping options regularly and hope to expand in the future.

If you have a specific international delivery request, contact us at help@gosweet.co.uk and we will let you know if it is something we can arrange on a one-off basis.


Risk and ownership

Risk in your goods passes to you when the goods are delivered to the address specified in your order, or when you (or someone you have nominated, including a neighbour where neighbour delivery is permitted, or a pickup point operator) take physical possession of the goods. Ownership passes to you once we have received payment in full.


Contact us about your delivery

For all delivery enquiries, including tracking questions, missed deliveries, damaged parcels and address changes, contact us at help@gosweet.co.uk with your order number. We aim to respond to all enquiries within one working day.

This shipping policy works alongside our Refund Policy, Terms of Service and Privacy Policy, all of which form part of the agreement between you and us when you place an order with Go Sweet.