Shipping & Delivery Policy

Thank you for choosing FREETON. We are committed to delivering your order safely, quickly, and in compliance with all local European regulations.

1. Order Processing Time

All orders are processed and prepared for shipment within 1 to 3 business days. Orders placed before 12:00 PM GMT on business days will begin processing the same day.

Please note: We do not ship or deliver on weekends or European public holidays. If we experience a high volume of orders, processing times may extend slightly; we will notify you immediately of any significant delays.

2. Shipping Zones, Carriers & Delivery Times

We partner with leading local European and UK logistics networks to guarantee secure, fast, and fully tracked carriage of your order.

*Note: Delivery timelines are estimates and may occasionally be subject to minor delays due to local post schedules or weather conditions.

TPD & European Age Restriction Compliance (18+ / 21+)

To adhere to the EU Tobacco Products Directive (TPD) and UK regulations, we operate a strict age verification system. All shipments containing e-cigarettes or nicotine products require an adult signature upon delivery. Please ensure a valid government-issued photo ID is available to show the courier if requested. We do not sell or deliver to minors.

3. Customs, Duties & VAT (No Hidden Fees)

We are fully registered for IOSS (Import One-Stop Shop) in the European Union and adhere to UK VAT policies.

• For UK and EU Customers: VAT is fully pre-calculated and charged at checkout. All customs clearance procedures are completed on our end. Your package will be delivered directly with no extra VAT or custom duties requested upon delivery (DDP - Delivered Duty Paid).
• For Non-EU European Countries (e.g., Switzerland, Norway): Standard local customs clearance or import VAT might occasionally be requested by your local post authority according to local import rules.

4. Live Order Tracking

Once your parcel has been dispatched, you will receive an automatic dispatch notification email containing your tracking link and unique courier tracking number.

You can track your package in real-time at any time using our universal tracking partner: Track Your Order on 17Track. Please allow up to 24 hours for the carrier to update initial transit information.

5. Order Modifications & Cancellations

We work efficiently to dispatch orders as rapidly as possible. If you need to make changes or cancel an order, please email our support team immediately.

Once an order has entered our fulfillment and labeling stage or has been picked up by our courier partners, we are unable to modify or cancel the order. If the package is already in transit, you can initiate a return once the item is delivered by contacting our support team.

6. Undeliverable & Returned Packages

If a delivery attempt fails due to an incorrect/incomplete address provided during checkout, or if the package is refused or uncollected at the local parcel shop, it may be returned to our warehouse.

In such instances, our customer support will reach out to you to confirm the correct details. Please note that shipping fees to re-send returned packages due to customer address error or omission may be subject to a secondary delivery fee.

Need Help or Delivery Assistance?

Our European customer care team is available to assist you Monday through Friday from 09:00 to 18:00 CET.