FAQ

📦 Shipping & Delivery

Q: When will my parcel be delivered?

  • A: Once dispatched, the estimated delivery time is 3 to 7 working days. We partner with world-class couriers including DHL, DPD, GLS, AU POST(Only Australia Customer) to ensure your package arrives safely.

Q: How long does it take for my order to be processed?
  • A:We value your time. Orders placed on working days are typically processed within 24-48 hours. Orders placed over the weekend or during Public Holidays will be dispatched on the following business day.
Q: Important: Holiday Season Notice
  • A:Please note that our warehouse and partner couriers observe official holidays. Orders placed during these periods will be fulfilled once normal operations resume. During peak seasons (like Christmas or Black Friday), please allow for a slight delay in delivery times due to the high volume of shipments.

Q: To which countries do you provide Tax-Free shipping?

A: We ship from local warehouses. For 25 European Union countries (including Germany, France, Spain, Italy, etc.) and Australia, all products are customs-cleared. There are NO additional duties, VAT, or hidden fees upon delivery.

Q: Which EU Countries We Deliver To?

  • Western Europe: France, Germany, Netherlands, Belgium, Luxembourg.
  • Southern Europe: Spain, Portugal, Italy, Greece.
  • Northern Europe: Denmark, Finland, Sweden, Ireland.
  • Central & Eastern Europe: Austria, Poland, Czech Republic, Hungary, Slovakia, Slovenia, Bulgaria, Croatia, Romania, Estonia, Latvia, Lithuania.

Q: How can I track my order?

  • A: As soon as your items are packed, you will receive a Shipping Confirmation Email. Simply click 'View Your Order' to find your unique tracking number and a direct link to the courier’s tracking page.
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Q: Why is my DPD/DHL/GLS tracking status not updating?

  • A: For GLS Ground Shipping, it usually takes 2-3 days to transit from our warehouse to the main sorting center. Your status may show 'In Transit' during this period. Once it reaches the local delivery hub, you will see detailed milestone updates.

🛠 Support & Problem Solving

Q: My package arrived damaged. What should I do?

  • A: We take great care in packaging, but accidents can happen during transit.

    • If only the outer box is slightly dented but the product is intact, it is still safe to use.

    • If the product itself is damaged or unusable, please contact our customer service immediately. We will provide a replacement or refund for any unusable items.

Q: I entered the wrong delivery address! Can I change it?

  • A: Please contact us within 12 hours of placing your order. We will do our best to intercept the parcel and update the address before it leaves our warehouse.

Q: What should I do if there is a problem with my product?

  • A: Your satisfaction is our priority. Please contact our support team via email or live chat with your Order Number. We will provide a professional solution within 24 hours.

💳 Payment & Security

Q: What payment methods do you accept?

  • A: We currently support Credit Card via Visa/Mastercard, Roleto, Trustly, ZIP(Australia), Afterpay, Bancontact, Blik, PayU, Skrill, Bitpay, MBWay, the world's most secure online payment gate. You can enjoy Buyer Protection and a 100% secure checkout experience.

4-Day Risk-Free Guarantee & Refund Policy

Q: What is your 14-Day Money-Back Guarantee?
  • A:We stand behind our products. If you change your mind, you can return your items within 14 days of delivery, provided the product is unopened and in its original packaging. Your satisfaction is our absolute priority.
Q: What if my package arrives damaged or deformed?
  • A:We've got you covered! If your parcel arrives damaged or the product is deformed during transit:

  1. Please take a quick photo or video of the damaged package/item.

  2. Send it to our customer support team immediately.

  3. Once verified, we will arrange a Full Refund or a Free Replacement right away. No stress, no hidden fees.

Q: How do I start a refund process?
  • A: Simply contact us at support@airmezvape.com with your order number. Our team will guide you through the simple process and ensure your case is handled within 24 hours.