FREQUENTLY ASKED QUESTIONS

Product availability depend on the country you are ordering to. If you have, for example, started placing an order and then switched to another country where the product is not available, the product in question will be removed from checkout.

Once you proceed to card payment, you will be redirected to the payment provider you have selected. Should you cancel the transaction, or press the “Back”-button in your browser, your order will be cancelled and the checkout is reset.

We provide payment options via debit or credit cards & Pay after Delivery through our partner Klarna. The respective payment service provider’s terms and conditions apply to the payment.

Due to the nature of our products you must be at least 18 to shop at Northerner.

We use a third-party age-verification system on our website to ensure that all our customers are of age to order from Northerner. Depending on country, the age-verification may pull data such as name or address to confirm your age. UK customers are only able to place orders to the address they are registered to and can therefore not place orders to a work address or similar.

We use a third-party age-verification system on our website to ensure that all our customers are of age to order from Northerner.

We use a third-party age-verification system on our website to ensure that all our customers are of age to order from Northerner. Depending on country, the age-verification may pull data such as name or address to confirm your age. UK customers are only able to place orders to the address they are registered to and can therefore not place orders to a work address or similar.

Shipping costs are calculated at checkout, so you may see a different order total when you proceed to the checkout. You can see a breakdown of these costs in the Order Summary at checkout.

You can find a full list of the countries that we deliver to on our Terms & Conditions page here. If your country is not in this list, then unfortunately we cannot deliver to you. If it is in the list but not appearing in the dropdown menu then go to the main page and select your country in the dropdown menu at the top to make sure that you are on the correct site view.

We do not have a minimum or maximum order limit, feel free to order as much or as little as you need! Be aware that large orders may be split into several smaller packages. All orders come with free standard shipping. 

This is a 3-digit code on the back of your debit or credit card. It is used to verify the card without requiring you to enter your PIN.

The shipping cost will always be specified in checkout when you place an order. You can select a Shipping Option in the bottom left of the checkout and see the cost in your Order Summary on the right.

Please note that you need to fill in your address details before the final shipping quote is calculated.

All orders to the UK are charged in Pound (£).

3D secure is a safety function for online transactions with Visa and Mastercard. It is used to keep you safe when shopping online.

3D-Secure is a safety function for VISA and MasterCard online, also known as Verified by Visa and MasterCard SecureCode. This means that you, apart from giving your card details, go through an extra step where your bank or card provider issues a temporary code or password. This increases online shopping security and prevents fraudulent activity.

Once your order has been dispatched, we will send a notification email with the shipment number so you can track your parcel. Depending on which shipping provider you choose, you may receive extra communication directly from them about your parcel, but can always use the tracking link we provide in the dispatch email to track your parcel. 

On Northerner, we have four different shipping options you can choose from:

• Royal Mail 24 Tracked: Delivery 1 day after dispatch.
• DPD Next Day: Delivery 1-2 days after dispatch.
• DPD Saturday: Delivery on the Saturday.
  
  

However, if you are a first time customer, you will only have the options of DPD Next Day as we require an adult signature on delivery of the first order (as our products are intended for adults). When you enter your e-mail and postcode in the checkout you will be able to see all the different shipping options available to you and the costs.

As soon as we have packed your items you will receive an e-mail with delivery information and a link to Track and trace your parcel. You can also login to Your account and find information about your delivery.

No, we can only send orders within the UK. However, Northerner also has local sites in Germany, Austria and the U.S. 

All order are sent from our UK warehouse in Milton Keynes. 

Depending on which delivery service you choose and when you place your order will depend on when your order is sent from our warehouse.

• Royal Mail 24 Tracked: Order before 16:00 Monday to Friday to have your order dispatched the same day. 
• DPD Next Day: Order before 16:00 Monday to Friday to have your order dispatched the same day.
• DPD Saturday: Order before 16:00 on Friday to have your order delivered on Saturday.
  
  

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

For priority handling, we recommend selecting the Priority Packing option.

Optional: Priority Packing
When you select the Priority Packing option at checkout, your order will be prioritised for processing, ensuring it is dispatched as quickly as possible. Please be aware that this option does not impact the delivery time once your order has been shipped.

 

Please note that it can take up to 48 hours for tracking links to show accurate tracking info after they are create. However, if it has been over 48 hours and there is still an issue, please contact our customer service team.

It doesn't happen very often, but it can happen that packages take longer to be delivered. If you have not received your package within 7 business days since the order left the warehouse - contact us and we will look into what has happened. Make sure to have the order number ready when contacting customer service.  

Yes, we accept returns. In order to be able to make a return, you must ensure your return meets the following requirements. 

• The item(s) must be unused and in the same condition as when you received it.
  
• The item(s) must be in its original packaging.
  
• You must notify us within 30 days of purchase that you intend to return an item.
  
• Returned items must reach us within 14 days from the date the returns form is issued.
  
  

Please note: Due to health and hygiene reasons, you cannot return any opened vape products, even if they are faulty. If you receive a broken or faulty vape, please reach out to our customer service team and they will be able to assist you. 

If you think you have received a faulty item or are experiencing issues with a purchased item, please contact our customer service team - they can then assist you in resolving the problem and provide next steps. 

Northerner is an online only reseller, so we do not have any physical stores.

It is not possible to collect products directly from our warehouses.

We offer payment by debit or credit card on all orders, through our partners PayPal and PayEx.

Payment for all orders on Northerner must be received before an order can be processed. When you pay by debit or credit card through PayPal or PayEx the money will be drawn immediately, and we will start processing your order right away.

All orders to the UK are charged in Pound (£).

All terms and conditions for making a purchase at Northerner can be found here. By making an order on the website you agree to abide by the terms and conditions contained therein.

We do everything we can to ensure that payments made on Northerner are completely safe and secure.

All payments at Northerner are done through third-party payment companies, PayPal and PayEx. Northerner does not directly handle your credit card information.

3D secure is a safety function for online transactions with Visa and Mastercard. It is used to keep you safe when shopping online.

3D-Secure is a safety function for VISA and MasterCard online, also known as Verified by Visa and MasterCard SecureCode. This means that you, apart from giving your card details, go through an extra step where your bank or card provider issues a temporary code or password. This increases online shopping security and prevents fraudulent activity.

This is a 3-digit code on the back of your debit or credit card. It is used to verify the card without requiring you to enter your PIN.

To see your available store credit you can click on the account button and go to My Account. Under Store Credit, you can see your current balance.

To pay with store credit, proceed to place your order. At checkout, you may select to use your available store credit under Payment Options.

In order to see your store credit you need to be logged into your account. To view your current store credit on the site you can click on the account button and go to My Account. You will find the Store Credit button on the right.

If your order has not yet been shipped, you can cancel it by contacting our customer service team here. Please do this as promptly as possible, as we cannot cancel an order once it has left the warehouse.

We aim to respond to your message within no more than 1 working day.

Unfortunately, we cannot add existing orders to customer accounts. To make sure you get all the benefits of our membership scheme make sure that you are logged into your account before placing an order.

Unfortunately, we cannot change the products in an order. If the order has not been shipped then you can cancel it and get a refund by contacting our customer service team. Please do this as promptly as possible, as we cannot cancel an order once it has left the warehouse.

We aim to respond to your message within no more than 1 working day.

For an order to be linked to your account, you must be signed in at the time you place the order. If you were not signed into your account, the order will not appear in in the My Orders section of your account.

If an order that you placed while logged into your account has not appeared in your list, you can contact our customer team for help.

PayEx and PayPal are payment options where the amount is drawn straight from your account. If the amount is unavailable due to insufficient funds or if your bank doesn’t release the money immediately, your order will fail in our system. Once the instant payment has failed in our automated system we are unable to change the payment status of an order.

If that is the case, please contact our customer service team.

It may be the case that your bank has reserved the funds, but did not transfer them to us when the payment failed. In this case the funds will be released back into your account automatically by your bank shortly.

If you are having technical issues while trying to make a payment on the site, please contact our customer service team here so that they can help you.


Try to provide as much information as you can to help them diagnose the problem, such as which browser you are using, and which payment option you have selected.

You should receive an order confirmation email automatically when you place an order. If you cannot see one, please check your junk or spam folder as it may have ended up there.

You will receive a shipping confirmation once your order has been shipped from our warehouse. Although we aim to ship all orders as quickly as possible, please be aware that it may be a day or two before you receive a shipping confirmation email, or even longer if you have ordered products which are currently out of stock.

If you have not received any order confirmation or it has been several days and you have not received a shipping confirmation, then please contact our customer service team.

We will never charge you multiple times for the same order, but if something goes wrong and the same order is placed multiple times then you will be charged for each. This could be because you have accidentally clicked the order button multiple times when going through the checkout. If this happens you will receive a separate order confirmation email for each order that has been processed. Please contact our customer support team for help cancelling the additional orders that were placed in error.

If you have not received multiple order confirmation emails, then it may be that your bank has both released funds to us and reserved funds in your account, therefore showing two transactions. In this case the reserved funds will be released back into your account shortly.

Orders are marked as complete as soon as they have been packed by the warehouse, so don’t worry that it hasn’t arrived with you yet! You will receive a shipping confirmation email once your order has been shipped.

When your order has been placed, it will process as soon as the payment has been matched and all products are available to be shipped. We aim to ship all orders within 48 hours after payment has been matched with your order. However, we do not guarantee to ship within 48 hours in all instances, for example if you have ordered out of stock products it may take longer to ship your order.

If your order has not been shipped after several days, please contact our customer support team for assistance.

You will receive an order confirmation by email once you have placed an order on the site. This email will come to the email address that you provide in the checkout, so make sure that you have typed your email address correctly.

When your order has been placed, it will process as soon as the payment has been matched and all products are available to be shipped. We aim to ship all orders within 48 hours after payment has been matched with your order. However, we do not guarantee to ship within 48 hours in all instances, for example if you have ordered out of stock products it may take longer to ship your order.