Shipping Protection

Shipping Protection is an optional add-on offered at checkout for £1.99 per order. It means that if anything happens to your parcel between our warehouse and your door, we put it right — no courier claims, no waiting, no arguing about who is at fault.

What it covers

• Lost in transit — the courier's tracking stops, or the parcel never arrives.
• Stolen before delivery — including a parcel the courier reports as delivered that you did not receive, or that was taken from a safe place or doorstep.
• Damaged in transit — crushed, split or leaking cans on arrival.

In every covered case we send a free replacement on the next working day, or a full refund (including the delivery charge and the protection fee) if you prefer.

Who is responsible, and when

With Shipping Protection: the parcel is our responsibility from the moment it leaves us until it is safely in your hands. Lost, stolen or damaged before then, we fix it.

Without Shipping Protection: we remain responsible for getting the parcel to the courier and for any damage that is clearly our fault (wrong item, poorly packed). Once the courier records the parcel as delivered to the address you gave — including a safe place or neighbour you chose in the courier's app — responsibility passes to you. Parcels stolen after delivery are not refunded unless CCTV or a courier investigation proves they were never delivered, and we are unable to replace parcels lost because of an incorrect or incomplete address.

How to claim

1. Email info@nicotinebuzz.co.uk with your order number and what happened.
2. For damage, attach a photo of the parcel and the cans.
3. For a missing parcel, let us know within 14 days of the expected delivery date (7 days of the courier's "delivered" scan if it was marked delivered).
4. We reply within one working day and dispatch the replacement or issue the refund straight away.

What it does not cover

• Orders refused, not collected from a pickup point, or returned because the address was wrong.
• Change of mind — that is covered by our normal 14-day returns instead.
• Parcels delivered to the correct address and then lost after you took them in.

The small print

• Shipping Protection is optional and off by default. You choose it on the checkout page; it is never added automatically.
• The fee is £1.99 per order regardless of order size and is refunded if you cancel before dispatch.
• The protection is provided by NicotineBuzz directly, not by a third-party insurer. It does not affect your statutory rights.
• Replacement is subject to stock; if a flavour or strength is sold out we refund that line in full.

See also our Shipping Policy and Refund Policy.