Shipping policy

Last updated: 20 October 2026

Where We Deliver

We deliver to UK addresses only. We do not currently deliver outside the UK. Available delivery options for your address are shown at checkout.

Order Processing and Dispatch

We process orders at 8:00am and 1:30pm UK time, Monday to Friday, excluding bank holidays.

  • Orders placed before 1:30pm on a working day are normally dispatched the same day.
  • Orders placed after 1:30pm, at weekends, or on bank holidays are normally dispatched the next working day.

Dispatch is subject to payment, stock availability, and completion of any required verification. If a problem affects your order, we will contact you.

Delivery Options

We use tracked Royal Mail services. Standard delivery is free on every order.

  • Royal Mail Tracked 48: free; usually delivered within two working days after dispatch.
  • Royal Mail Tracked 24: a faster option, usually delivered the next working day after dispatch.
  • Signed-for options: available where shown at checkout.

The available services and exact upgrade charges are shown before you pay. Delivery estimates are not guarantees unless we expressly agree a guaranteed date with you.

Age Verification

You must be 18 or over to purchase VYE products. You must not purchase them on behalf of anyone under 18.

Orders may be subject to age verification before dispatch. If we cannot verify eligibility, we may request further information through an appropriate verification process. If verification cannot be completed, we will cancel the order and refund all payments taken for it without undue delay.

Our Privacy Policy explains how personal information is handled.

Tracking Your Order

We will email tracking information when your order is prepared for dispatch. Tracking may take time to update after a label is created or the parcel is handed to the carrier.

Delivery Responsibility

We remain responsible for the goods until you, or a person you nominate other than the carrier, physically receives them. Handing a parcel to our carrier does not transfer that responsibility to you.

If you independently commission a carrier that we did not offer, the separate legal rules for that arrangement apply.

Delayed or Missing Deliveries

If your order is delayed, damaged, or missing, contact support@vyemist.com with your order number. We will investigate with the carrier and explain the next steps.

We will deliver within the period agreed with you or, if no period is agreed, without undue delay and within 30 days after the day we accept your order.

If we miss the applicable delivery deadline, you may give us a reasonable additional period to deliver and end the contract if we miss it. You may end the contract immediately where we refuse delivery or timely delivery was essential in the circumstances or as communicated before the contract was made.

If you lawfully end the contract for late or failed delivery, we will refund payments due without undue delay. Carrier delays or events outside our control do not remove your statutory rights.

Address Changes and Failed Delivery

Please check your delivery address before ordering. Contact us promptly if it needs correcting; changes may not be possible once dispatch is underway.

If delivery cannot be completed, follow the carrier’s instructions or contact us. We will explain available redelivery or collection arrangements and any reasonable, lawful additional charge before asking you to agree to it.

Returns and Refunds

See our Refund Policy for cancellation rights, returns, faulty goods, and refunds.

Contact

VYE Global Ltd, trading as VYE
Registered in England and Wales
Company number: 17026482
VAT number: GB 484 189 940
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Email: support@vyemist.com
Telephone: +44 20 8073 0094