Hi Chantel/Catherine,
We are sorry you could not complete our age verification process when placing your order with us.
When you placed your order, the importance of entering the correct information at the checkout is clearly highlighted to ensure there are no issues in processing and fulfilment.
The full name you entered was incorrect to the information and document you later uploaded as part of the additional checks.
If you had entered your information correctly, the order would have passed the age verification checks within seconds and been released for processing and fulfilment.
When you contacted us at 1:54 a.m. requesting a refund, you threatened to leave multiple bad reviews if we did not complete this request by 10 a.m. that morning.
We received this Trust Pilot review around 4 a.m. the same morning, 6 hours before your 'deadline'.
We cancelled and refunded your order around 6:22 a.m. and advised you to allow up to five working days for the funds to be returned to your payment method.
We also highlighted to you that the time it takes for a refund to be processed isn't controlled or influenced by us and is imposed by the relevant banking authorities.
Sadly, we were then met with numerous profanities towards our team.
Again, we can only apologise that you experienced issues with the information you entered at the checkout as part of our important age verification checks, but as a company, we will not tolerate verbal abuse towards our staff.
Vape UK.