Question 1

How do I place an order?

Accepted Answer

Simply browse our products, add items to your basket, and proceed to checkout. You'll need to create an account and verify your age (18+) as required by UK law. Follow the checkout process to enter your delivery details and payment information.

Question 2

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. All payments are processed securely through certified payment providers.

Question 3

Why do I need age verification?

Accepted Answer

UK law requires that all customers purchasing vaping products must be 18 or over. We use certified third-party age verification services to confirm your identity and age before processing orders. This is a legal requirement, not an optional step. Learn more about our age verification process in our compliance guides.

Question 4

Can I modify or cancel my order?

Accepted Answer

You can modify or cancel your order within 30 minutes of placing it by contacting customer service immediately. Once your order enters our fulfillment process, changes may not be possible, but you can return items under our returns policy.

Question 5

Do you offer subscriptions?

Accepted Answer

Yes! We offer subscription services for eligible prefilled pod products with 20% savings on every delivery. You can pause, skip, or cancel your subscription anytime through your account dashboard.

Question 6

How long does delivery take?

Accepted Answer

Standard UK delivery typically takes 1-3 working days. Orders placed before 2pm Monday-Friday are usually dispatched the same day. We offer next-day delivery options for urgent orders.

Question 7

Do you deliver to my area?

Accepted Answer

We deliver throughout the UK mainland. Some remote areas, Scottish Highlands, and islands may take an extra 1-2 days. We also offer international shipping to selected countries - check at checkout for availability.

Question 8

How much does delivery cost?

Accepted Answer

Free standard delivery on orders over £20. Under £20, standard delivery costs £3.99. Express next-day delivery is available for £5.99. Saturday delivery costs £7.99.

Question 9

How can I track my order?

Accepted Answer

Once your order is dispatched, you'll receive a tracking email with a tracking number. You can also track your order by logging into your account or using our order tracking page.

Question 10

What if I'm not in when delivery arrives?

Accepted Answer

Our couriers will attempt delivery and leave a card if you're not in. You can usually rearrange delivery online or collect from a local depot. Some services offer safe place or neighbor delivery options.

Question 11

Are your products genuine?

Accepted Answer

Yes, all our products are 100% genuine and sourced directly from authorized distributors and manufacturers. We never sell counterfeit or clone products. All items come with manufacturer warranties where applicable.

Question 12

What's the difference between freebase and salt nicotine?

Accepted Answer

Freebase nicotine provides a stronger throat hit and is typically used in lower concentrations (3-6mg). Salt nicotine is smoother and allows higher concentrations (10-20mg) without harshness, making it ideal for pod systems and mouth-to-lung vaping.

Question 13

How do I choose the right nicotine strength?

Accepted Answer

Heavy smokers (20+ cigarettes/day): 18-20mg salt or 6mg freebase. Moderate smokers (10-20/day): 12-18mg salt or 3-6mg freebase. Light smokers (<10/day): 6-12mg salt or 3mg freebase. Non-smokers should choose 0mg.

Question 14

How long do coils last?

Accepted Answer

Coil lifespan varies by usage, e-liquid type, and wattage. Typically 1-3 weeks for average users. Signs to replace: burnt taste, reduced flavor, poor vapor production, or gurgling sounds. Sweet e-liquids may reduce coil life.

Question 15

Can I return opened e-liquids?

Accepted Answer

For hygiene and safety reasons, opened e-liquid bottles cannot be returned unless faulty. Unopened bottles can be returned within 14 days. Always check flavors and nicotine strength before opening.

Question 16

What is your returns policy?

Accepted Answer

You have 14 days from delivery to return unopened items. Items must be in original condition with all packaging. E-liquids cannot be returned once opened for hygiene reasons. Return shipping costs are customer's responsibility unless items are faulty.

Question 17

How do I return an item?

Accepted Answer

Contact our customer service team to get a returns authorization number. Package items securely with the RMA number, and send via a tracked service. Once received and inspected, we'll process your refund within 5-7 business days.

Question 18

What if my item is faulty?

Accepted Answer

Contact us immediately with photos and description of the fault. Faulty items are covered under warranty and we'll provide a free return label. We'll repair, replace, or refund faulty items depending on the issue.

Question 19

Can I exchange for a different product?

Accepted Answer

We don't offer direct exchanges. Please return the unwanted item for a refund and place a new order for your preferred product. This ensures faster processing and accurate stock management.

Question 20

When will I receive my refund?

Accepted Answer

Refunds are processed within 5-7 business days of receiving your returned item. The refund will appear in your original payment method. Bank processing times vary but typically take 3-5 additional business days.

Question 21

Why do I need to create an account?

Accepted Answer

UK law requires age verification for vaping products. An account allows us to verify your age once and store this verification. It also enables order tracking, faster checkout, subscription management, and access to order history.

Question 22

How do you protect my personal data?

Accepted Answer

We comply with UK GDPR and use industry-standard security measures including SSL encryption, secure servers, and limited data access. We never sell your data to third parties. Read our Privacy Policy for full details.

Question 23

Can I delete my account?

Accepted Answer

Yes, you can request account deletion by contacting customer service. Note that we may need to retain some information for legal compliance (tax records, age verification) for up to 7 years as required by UK law.

Question 24

What information do you store about me?

Accepted Answer

We store your contact details, delivery addresses, order history, age verification status, and communication preferences. Payment details are securely handled by our payment processors and not stored on our servers.

Question 25

Are there any age restrictions?

Accepted Answer

You must be 18 or over to purchase any vaping products. This is a legal requirement in the UK. We use certified age verification services to confirm your age. Attempting to purchase underage is illegal and orders will be cancelled.

Question 26

My device isn't working properly

Accepted Answer

First, check the basics: Is it charged? Are connections clean? Is the coil installed correctly? Try a different coil if available. If problems persist, contact our technical support team with your device model and issue description.

Question 27

How do I clean my device?

Accepted Answer

Regular cleaning extends device life. Clean connections with a dry cotton swab, wipe external surfaces with a slightly damp cloth. For deep cleaning, disassemble (if possible) and clean components separately. Never submerge electronic parts in water.

Question 28

Why does my e-liquid taste burnt?

Accepted Answer

Burnt taste usually indicates a worn coil that needs replacing. Other causes: insufficient e-liquid in the tank, wattage too high for the coil, or chain vaping without allowing the coil to re-saturate between puffs.

Question 29

My device is leaking e-liquid

Accepted Answer

Common causes: overfilled tank, damaged o-rings, incorrect coil installation, or temperature changes. Check all seals, ensure coil is properly tightened, and avoid overfilling. Clean any leaked e-liquid immediately.

Question 30

Battery safety tips

Accepted Answer

Never leave charging unattended, use original chargers, avoid overcharging, store batteries safely, and replace if damaged or performance decreases significantly. Look for swelling, overheating, or unusual behavior.

Frequently Asked Questions

Ordering, Payment & Subscriptions

Delivery & Shipping

Products & Vaping

Returns & Exchanges

Account & Legal

Technical Support

Related Resources

Compliance Guides

About Vapourism

Vaping Education Blog

Still Need Help?