Shipping Protection

Last updated 24 September 2026.

Shipping Protection is an optional add-on offered at checkout for £1.99 per order. If something goes wrong between our door and yours, we put it right straight away, without making you wait for a courier investigation. It is decided on evidence, so please read the "What we need from you" section before you claim.

What it covers

Lost in transit: the courier's tracking stops, or the parcel never arrives.
Stolen after delivery: the courier reports the parcel as delivered, but you did not receive it, or it was taken from a safe place, porch 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. Replacement is subject to stock; if a flavour or strength is sold out we refund that line.

What we need from you

Every claim, protected or not, needs evidence. This is what keeps the fee at £1.99 and lets us say yes quickly to genuine claims.

Damaged or wrong items

Email info@nicotinebuzz.co.uk with your order number within 48 hours of the courier's delivery scan.
Attach photos of the outer packaging, the address label, and each damaged or incorrect can.
Keep everything, cans and packaging, until we confirm the claim is settled. We may send a prepaid label and ask for the damaged goods back so we can claim against the courier.

If the goods have been thrown away, used, given away, or cannot be shown to us, the claim is declined. That applies even if the damage was real, and even if someone else in your household disposed of them. We cannot assess what we cannot see, and we cannot claim it back from the courier.

Parcel not received

Open the tracking link in your dispatch email. If it shows "delivered", look at the delivery photo and check with everyone at your address, your neighbours and any safe place. Most parcels turn up this way.
If it is genuinely missing, email us within 7 days of the "delivered" scan (or within 14 days of the expected date if tracking never showed delivery).
Confirm in writing that you have checked as above and did not receive the parcel. We keep this statement with the claim and may pass it to the courier and, where fraud is suspected, to the police.

How we decide

We look at the courier's tracking record and delivery photo, your photos and statement, and your order history. We reply within one working day.
The decision is made on the evidence, and once made it is final. If the evidence meets the rules above, we replace or refund the same day. If it does not, we decline, and we do not reopen a claim on the strength of a repeated request. New evidence we have not seen is the only thing that reopens it.
Shipping Protection pays out once per order. A replacement parcel is sent with the same tracked service and is subject to the same rules.
If a card dispute is raised on a claim we have declined, we provide the card issuer with the courier's proof of delivery, our correspondence and this policy.
Where a customer makes repeated claims we may decline Shipping Protection on future orders, require a signature on delivery, or decline further orders.

Who is responsible, and when

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

Without Shipping Protection: we remain responsible for getting the parcel to the courier, for damage that is clearly our fault (wrong item, poorly packed), and for a parcel the courier loses before delivery, which we resolve through the courier's claims process (Royal Mail treats an item as lost only after 10 working days past its due date, so this can take up to 30 days). Once the courier records the parcel as delivered to the address you gave, including a safe place or neighbour you chose, responsibility passes to you. The courier's proof of delivery (scan with photo, GPS location or signature) is final. We do not refund or replace a parcel that has been proved delivered; a parcel stolen after delivery is a police matter, and we will give you the tracking evidence for your report. We also cannot replace parcels lost because the address given was incorrect or incomplete.

What it does not cover

Orders refused, not collected from a pickup point, or returned because the address was wrong.
Change of mind, which is covered by our 14-day returns on unopened cans instead.
Parcels delivered to the correct address and then lost or damaged after you took them in.
Claims made without the evidence described above, or after the reporting windows.

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. After dispatch it has been used and is not refundable.
The protection is provided by NicotineBuzz (Wholesaling Ltd) directly, not by a third-party insurer. It is a service, not an insurance policy, and it does not affect your statutory rights under the Consumer Rights Act 2015.
By adding it you accept these rules, which also form part of our Terms and Conditions (section 9).

See also our Shipping Policy and Refund Policy.