These Delivery Information terms (“Delivery Terms”) explain how FREEPODS LTD (“FREEPODS”, “we”, “our” or “us”) dispatches and delivers Products ordered through freepods.co.uk (the “Website”), whether as a one-off order or as part of a Subscription. These Delivery Terms should be read together with our Terms and Conditions, our Subscription Services terms, our Returns & Refunds Policy, and our Warranty policy, each of which forms part of the contract between you and us.
1. Where We Deliver
1.1 UK delivery only: We currently deliver to addresses in the United Kingdom only, including Northern Ireland. We do not offer delivery outside of the UK.
1.2 Excluded addresses: We are unable to deliver to British Forces Post Office (BFPO) addresses.
1.3 Restricted services in certain areas: Next Day Delivery (see Clause 4) is not available to Northern Ireland, the Isle of Man, the Channel Islands, or the Scottish Highlands and Islands. Orders to these areas are sent via Standard Delivery only and may take longer to arrive — see Clause 3.2.
2. Processing Your Order
2.1 Order cut-off: Orders placed and paid for before 4pm, Monday to Friday (excluding public holidays), are aimed to be dispatched the same day.
2.2 Weekends and public holidays: Orders placed after 4pm, or on a weekend or public holiday, will be processed on the next available working day.
2.3 Age verification before dispatch: Our Products are age-restricted and you must be aged 18 or over with a UK registered address to order from us. Before any order is dispatched, we carry out independent online age verification checks against official data sources through our third-party age verification provider. We will not dispatch any order until age verification has been completed successfully. If we are unable to verify your age, we will contact you, and may cancel and refund your order.
2.4 Changes to your order: Once an order has been submitted, we cannot guarantee that we will be able to amend or add to it. If you need to make a change, please contact our Customer Care team as soon as possible and we will do what we can before your order is dispatched.
3. Standard Delivery
3.1 Cost: Standard Delivery is free of charge on all orders, unless otherwise stated at checkout.
3.2 Estimated delivery time: We aim to deliver within 2–3 working days of dispatch to most UK mainland addresses. Please allow up to 5 working days for deliveries to Northern Ireland, the Isle of Man, the Channel Islands, and the Scottish Highlands and Islands.
3.3 Courier partners: Standard Delivery orders are sent using Royal Mail, Evri, Yodel or DPD, depending on your location and parcel size. We select the courier on your behalf.
3.4 Estimates, not guarantees: Delivery timeframes shown on the Website are estimates only and are not guaranteed. We will always aim to dispatch your order within 30 days of order acceptance, in line with your statutory rights, but occasional delays caused by our courier partners are outside of our control.
4. Next Day Delivery
4.1 Availability: Next Day Delivery is available via Royal Mail or DPD for orders placed before 4pm, Monday to Friday (excluding public holidays). Orders placed after this cut-off, or over a weekend or public holiday, will be processed on the next working day and delivered the following working day.
4.2 Cost: Next Day Delivery costs £3.99 per order and is free of charge for orders with a value of £30.00 or more.
4.3 Not available everywhere: Next Day Delivery is not available to Northern Ireland, the Isle of Man, the Channel Islands, or the Scottish Highlands and Islands. Orders to these areas will automatically be sent via Standard Delivery (see Clause 3.2).
4.4 Excludes Sundays and public holidays: Next Day Delivery does not operate on Sundays or public holidays.
5. Subscription Deliveries
5.1 Monthly Subscriptions: Products are dispatched once per month via Standard Delivery. A delivery charge of £3.99 applies to each Monthly Subscription shipment, as set out in our Subscription Services terms.
5.2 Fixed-Term Subscriptions (3, 6 or 12 months): As a loyalty benefit, Fixed-Term Subscribers receive free Standard Delivery on every shipment, and qualify for free Next Day Delivery where this service is available to their postcode (see Clause 4.3). Products are sent in consolidated shipments every 3 months for the duration of your term — for example, a 3-month plan is sent as a single shipment, a 6-month plan as two shipments, and a 12-month plan as four shipments.
5.3 Paused Subscriptions: No deliveries will be made, and no delivery charge will be applied, while a Subscription is paused in accordance with our Subscription Services terms.
5.4 Subscription terms prevail: For full details of billing, pausing, amending and cancelling a Subscription, please see our Subscription Services terms, which take precedence over these Delivery Terms in the event of any conflict relating to Subscription orders.
6. Age Verification at the Point of Delivery
6.1 Adult signature required: Because our Products are age-restricted, an adult aged 18 or over must be available to accept and sign for your delivery.
6.2 Challenge 25: In line with the industry-standard Challenge 25 approach, our courier partners may ask anyone who appears to be under the age of 25 to provide valid photographic ID (such as a passport, photocard driving licence, or PASS-accredited ID card) confirming that they are 18 or over, before releasing your parcel.
6.3 Failed verification at delivery: If valid proof of age cannot be provided, or if no one is available to accept the delivery, the courier will not leave the parcel. It will instead be returned to your local depot, where you can arrange redelivery or collection directly with the courier, or returned to us, in which case our procedure for undelivered orders (Clause 9) will apply.
6.4 Delivery address checks: As an additional safeguard against underage and fraudulent purchases, we may require your delivery address to match the billing address or account address we hold on file.
7. Packaging
7.1 Regulatory compliance: All Products are packaged in accordance with the Tobacco and Related Products Regulations 2016 (TRPR), including child-resistant and tamper-evident packaging, the mandatory nicotine health warning, and an information leaflet.
7.2 Discreet outer packaging: For your privacy, the outer delivery parcel is plain and does not display any product branding, logos, or other indication of its contents.
8. If You Are Not Available to Receive Your Delivery
If no one is available at your address and the parcel cannot be posted through your letterbox, the courier may leave it in a safe place you have specified, or attempt to rearrange delivery for an alternative day.
You should contact the courier directly, using the tracking link in your dispatch confirmation email, to arrange a safe place, a neighbour for the parcel to be left with, or an alternative delivery date.
9. Tracking, Delays and Undelivered Orders
9.1 Dispatch confirmation: You will receive an email confirming dispatch of your order, including tracking information where available.
9.2 Missing orders: If you have not received your order within 5 working days of receiving your dispatch confirmation, please contact our Customer Care team and we will investigate with the relevant courier.
10. Damaged or Faulty Deliveries
10.1 Reporting an issue: If your order arrives damaged, defective, or otherwise not as described, please contact our Customer Care team as soon as possible. We reserve the right to inspect the Product before confirming whether a refund or replacement will be provided.
10.2 Device faults: For faults arising with a device or accessory after delivery, please see our Warranty policy.
11. Returns and Cancellations
These Delivery Terms deal with how we get your order to you. For information on your right to cancel an order, return Products, and receive a refund, please see:
- our Returns & Refunds Policy, for one-off (non-Subscription) orders; and
- our Subscription Services terms, for Subscription orders.
12. Contact Us
If you have any questions about your delivery, please contact our Customer Care team:
Phone: 07344 295 958 (Monday – Friday, 9am – 5pm, excluding Bank Holidays)
Email: info@freepods.co.uk
Post: FREEPODS LTD, 27 Old Gloucester Street, London, WC1N 3AX
These Delivery Terms were most recently updated on 1st June 2026. We may update these Delivery Terms from time to time; any changes will take effect 7 days after the date we post the updated version on the Website.