Shipping policy – Vuse Australia


Shipping policy

1. When did we last update this Delivery Policy?
10 November 2022

2. About this Delivery Policy
This delivery policy (our Delivery Policy) outlines how British American Tobacco Australia Limited (BATA, we, our, or us) dispatches and delivers any items that you order.

3. How can you contact us?
If you have any questions about your delivery or this Delivery Policy, you can contact us by:

If you have any questions about your delivery or this Delivery Policy, you can contact us by:
(a) writing to us at: Vuse Customer Care, Locked Bag 6000, Potts Point NSW 1335, Australia.
(b) emailing us at:
(c) calling us on: 1800 044 831

4. How are our deliveries made?
We use Australia Post and all orders are made by Parcel Post standard delivery with tracking.

5. What timeframes do we try and meet?
5.1. We aim to:

(a) dispatch your item(s) within one (1) business day from when we accept your order; and
(b) deliver using Parcel Post standard delivery with tracking. Australia Post’s delivery aims (in usual operating scenarios) are as follows:

(i) orders within NSW – delivery within 2 – 5 business days of dispatch; and
(ii) orders outside NSW – delivery within 3 – 5 business days of dispatch.

Please note, dispatch and delivery times are estimates only and are not guaranteed times.

5.2. We are not responsible for dispatch or delivery delays that are outside our control.

5.3. Please contact us if you:

(a) have not received your order within eight (8) business days of the date we sent you an email confirming that we have dispatched your order; and
(b) you have not heard from us to explain the delay.

6. What happens if our delivery is delayed?
6.1. If your delivery is delayed, including by an event outside our control, we will:

(a) endeavour to contact you to let you know; and
(b) take steps to minimise the effect of the delay.

6.2. Some of the reasons that may delay your delivery include:

(a) technical problems or changes;
(b) a need to update the item(s) you have ordered to reflect changes in relevant laws or regulatory requirements;
(c) because the item(s) you have ordered is (or are) out of stock; or
(d) delays within the Australia Post network.

6.3. If your delivery is delayed and has not been delivered within a reasonable period of time, you will have the option to cancel your order (in which case we will refund any payments you have made to the credit or debit card that you used to pay, or the option to request a replacement of your order, which we will endeavour to provide as soon as possible.

7. What addresses do we deliver to?
For Australian orders:

(a) we are only able to deliver to:

(ⅰ) addresses in Australia (excluding addresses in Western Australia, South Australia and Queensland); and
(ⅱ) the address you registered with when you created your account; and

(b) we cannot deliver to P.O. Box addresses.

8. When do you own (and become responsible for) the item(s) you order?
You will own the item(s) you order, and they will become your responsibility once they have been delivered to your registered delivery address.


10. What are our standard delivery fees?
Our standard delivery fees are AU$5.99.