Frequently Asked Questions

Once your order has been packed, you will receive an email with a tracking link. You can also log in to your Haypp account to find more details about your delivery.

For more information about our shipping options and estimated delivery times, please visit this link.

To place an order, you must be 18 years or older. Age verification is required at checkout, and the cardholder must also be at least 18.

We use Yoti for age verification. During checkout, you will be automatically redirected to Yoti, where you will complete verification via a facial scan. If you appear close to 18, you may be asked to upload a photo of your ID for verification.

If you need assistance with the age verification process, please contact our customer service team.

To cancel your order before it is shipped, call us immediately during our opening hours. Due to fast order processing, orders that have already started packing cannot be canceled.

If your package has already shipped, you will need to collect it first and then return it according to our Terms & Conditions.

Please note:

· Shipments remain at the pickup point for 7–14 days before being returned to us.

· Orders cannot be modified once placed—only full cancellations are possible.

If you receive a defective product, do not discard it. Contact our customer service team as soon as possible via email or phone.

To process your claim, we require:

· Photo documentation of the issue.

· Your order number.

· A short description of the defect.

All payments are securely processed via Klarna. You can choose from the following payment options:

· Invoice

· Card payment

Once your order has been packed, you will receive an email with a tracking link. You can also log in to your Haypp account to find more details about your delivery.

For more information about our shipping options and estimated delivery times, please visit this link.

Tracking links may take up to 48 hours on weekdays to display accurate information. If more than 48 hours have passed and the tracking has not updated, please contact our customer service team.

Although rare, some deliveries may take longer than expected. If your package has not arrived within 7 business days after leaving our warehouse, please contact us with your order number, and we will investigate the issue.

For more details about our shipping options and estimated delivery times, please visit this link. 

For information on vape shipping, please visit this link.

If you purchase products containing batteries, such as vapes or heated tobacco devices, there may be delivery restrictions due to carrier regulations. We may not be able to deliver to the following locations:

Jersey, Guernsey, Eire, the Western Isles, the Shetland Islands, certain parts of Cornwall, Northern Ireland, Kirkwall, the Isle of Man, Inverness, Paisley, Perth, the Isle of Wight, Exeter, Kilmarnock, and Falkirk.

No, Haypp only delivers within the national market.

All Haypp UK orders are dispatched from our warehouse in Milton Keynes.

Orders placed before 4 PM on weekdays (excluding public holidays) will be packed and dispatched the same day.

Orders placed after this time, or during weekends and public holidays, will be packed on the next working day.

By selecting Priority Packing at checkout, your order will be prioritized for handling and dispatched as quickly as possible. Please note that this option does not affect delivery time after shipment.

To place an order, you must be 18 years or older. Age verification is required at checkout, and the cardholder must also be at least 18.

We use Yoti for age verification. During checkout, you will be automatically redirected to Yoti, where you will complete verification via a facial scan. If you appear close to 18, you may be asked to upload a photo of your ID for verification.

If you need assistance with the age verification process, please contact our customer service team.

Yes, our facial age estimation technology is safe and privacy-focused. It does not require personal data or ID images. Instead, it estimates age by analyzing facial features in an image.

· The image is processed as a pattern of pixels.

· The technology determines an estimated age based on learned patterns.

· A liveness check ensures that a real person is taking the selfie.

· All images are permanently deleted after verification.

You do not need to verify your age upon delivery of your parcel. 

You verify your age and confirm that you are over 18 years old via Yoti when you place your order.

Your past orders can be found under Order History in your Haypp account.

If you haven’t received your order confirmation, it could be due to:

· An incorrect email address entered at checkout.

· The confirmation email being in your spam/junk folder.

If you still can’t find it, please contact us, and we’ll assist you.

For full details, please refer to our Terms & Conditions.

Yes, returns are accepted if they meet the following conditions:

· The product is unused and in its original packaging.

· You notify us within 30 days of purchase.

· The return reaches us within 14 days from when the return form was issued.

Due to health and hygiene regulations, opened vape products cannot be returned, even if defective. If your vape is faulty, contact our customer service team for assistance.

If your order was damaged during shipping, please:

1. Take a photo of the damaged package.

2. Save the items until the complaint process is complete.

3. Contact customer service, and we’ll assist you.

Your invoice will be sent to the email address you provided at checkout. If you cannot access your email, you can contact Klarna to have the invoice sent by mail. You can also find your invoice in the Klarna app.