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Help & Contact

Please select the subject below and click for more information.
  • What should you do if your goods arrive damaged?

    Please contact us immediately stating your order number and contact details, should you receive damaged goods. We may ask you to supply an image of the items concerned so that we can take up the issue with the carrier. If you contact us later than 14 days after receiving the goods, we may not be able to assist you.

  • Do you need to create an account to shop with

    You do not need to create an account to complete your order. However, if you create an account with, checkout will be quicker next time you order. In addition, you can take advantage of our reorder service and accumulate reward points to benefit from savings on future orders.

  • Why can’t you add a product to your basket?

    If you have clicked to add a product to your virtual basket and it has not been added, this could be because there are variants of the product to choose from and you haven’t made your selection. Variants include nicotine strengths, kit colours and coil resistances. Once you have made your selections, you should be able to add your choices to your basket.

  • Why does nothing happen when you try to complete your order?

    It is not possible to complete your order unless you have entered the required personal details. You will also need to select your desired delivery method, enter the security code for your payment card and check the box confirming that you have accepted our terms and conditions. When you attempt to complete an order and have omitted any required details, the area of the form that you need to complete will be highlighted in red.

  • How do you access your order information?

    Log in to your account and you will be directed to your dashboard where your orders are listed. You can view the details and status of any order you have made. If you don’t have an account or can’t find the information you need, contact us stating your order number.

  • Can you reorder?

    You can repeat any order you have made previously. Simply log in to your account to access your dashboard. View your orders to check which you would like to repeat and then click “reorder”. The items will be automatically added to your virtual basket and you will be directed to checkout where you can make your payment and redeem reward points.

  • How do you cancel an order?

    If you would like to cancel an order, please email us on as soon as possible. We despatch the vast majority of orders the same day if placed before 4.00pm. If your order has already been dispatched, you can return the items to us within 30 days, unopened and in a re-saleable condition, to receive a refund.

  • How do you change the delivery address for an order?

    If you have just placed an order and wish to change the address, please contact us as soon as possible. If your order has already been despatched, we won’t be able to take action until the package has been returned to us. We can then despatch it to the correct address.

    If you have moved house or wish to change your default delivery address, you can amend your details by logging in to your account.

  • Which cards does accept?

    You can make your payment using the following credit and debit cards:

      • Visa
      • Delta
      • Visa Electron
      • MasterCard
      • American Express
      • UK based Maestro and Solo card

    You can also pay using your PayPal account.

  • Are all payments secure?

    All card payments are processed via Worldpay, the largest card processing company in the UK. All transactions are fully encrypted and 100% secure. Your card company may perform additional fraud prevention checks such as Verified by Visa or Mastercard's 3D Secure before authorising the payment. Payments made via PayPal are also fully encrypted and 100% secure.

  • Why has your card payment been declined?

    If your card has been declined, it could be that you have entered your card details incorrectly. Cards may also be declined if the name and billing address you have entered do not match the information held by your bank or card provider. Occasionally, overly zealous fraud protection by your bank or provider can also see your card declined. Check that you have entered all details correctly and that you have sufficient funds in your account. If this is the case, contact your bank or card provider.

  • Why have you been charged twice for your order?

    On rare occasions, when checking your bank statement, it might appear that you have been charged twice for your order. This is because when you place our order, Worldpay automatically seeks authorisation from your bank or your card provider. When they do this, the funds to pay for the order are reserved.

    Very rarely, the Worldpay system can create more than one authorisation, reserving the funds for the transaction twice. Such authorisations may remain in place for up to 3 days and could appear on your statement. However, funds will only be withdrawn once to complete your transaction. Any additional authorisations will disappear and the funds relating to them will be available to you again.

    If you believe that you have been charged twice, wait three days and check your statement. If you still find that there is an issue, contact your bank or card provider and request that any pending transactions are removed from your account. If your bank advises you that more than one payment has been made, please contact us and we will investigate the problem immediately.

  • Why can’t you find the product you are looking for?

    We stock over 100 brands and we are continually expanding our range. If the brands and products that you would like to order do not appear on the site, please feel free to let us know. We will endeavour to add these to our range. However, this might not be possible as certain brands are exclusive to particular retailers or aren’t available in the UK.

    Our range is extensive but we have worked hard to ensure that our site is as easy to navigate as possible. If you can’t find what you are looking for by navigating to the brand or product category, try using the search bar or the available filters. You might discover that the item you want is there, after all! You could also find appealing alternatives.

  • Why does the colour of eliquid vary from bottle to bottle?

    E liquids can vary in colour for a number of reasons. Some manufacturers choose to add colouring to their liquids to create an attractive looking product. For example, the legendary Heisenberg by Vampire Vape is blue, like the product produced by chemist Walter White in the TV show Breaking Bad. A great many liquids, however, are clear or display a slight yellow or brown colour.

    You will often find that the stronger the nicotine strength of an eliquid, the darker it will be. This is because nicotine has a slight colouration to it and this tends to darken over time. If a liquid has been exposed to air for any period of time, it may also appear to be slightly darker in colour.

    You could find that several liquids that are the same flavour from the same brand all appear to be slightly different. This is nothing to worry about. It could be that the liquids are from different batches or that some have been steeped for slightly longer than others. These factors should not impact the flavour. If you feel that the flavour of your liquid has been affected in some way and you’re not happy with it, please feel free to contact us as we are always happy to help.

  • Has the seal been broken on your eliquid?

    Some e liquid brands feature lids which spin freely, despite the fact that the seal remains intact. Vampire Vape in particular are known for this. If you hold a bottle in your hand and twist the cap, you’ll notice that it spins freely. However, in order to actually open the bottle, you’ll need to push down on the top and twist the lid quite hard to break the seal. You’ll hear a cracking sound when the seal is opened.

    It is theoretically possible that a batch of bottles could be faulty and we have encountered this issue only once.

    If you were to receive a bottle of e liquid from us and the seal wasn’t intact, we will exchange it for you. Contact us with the details and we will arrange a replacement.

  • How can you resolve other issues with your eliquids?

    You may experience a variety of issues with vaping your eliquids, particularly if you are new to vaping. These include suffering from a dry throat, experiencing headaches and feeling that your flavour isn’t sufficiently intense. Please visit our Troubleshooting page where we highlight most of the issues you might be experiencing and how to solve them.

  • How can you resolve issues with your device?

    No equipment is infallible and neither are vapers! If your device is giving you problems, it could be faulty but the problems are more likely to be the result of operator error! Before contacting us to report a fault, we recommend visiting our Troubleshooting page where we highlight common issues with ecigs and how to solve them.

  • How do you earn reward points?

    If you create an account, each time you make a purchase at, you’ll automatically earn reward points. The amount of points you can earn will vary slightly from product to product.

    As a general rule, you’ll earn about 2 reward points (worth about £0.02) for every £1 you spend. The points will be automatically added to your account and the balance will build up over time.

  • How do you redeem reward points?

    Your points will never expire and will be available to use whenever you would like to redeem them against the value of a purchase. You will be invited to redeem your points at checkout and you can choose to redeem as many as you wish.

  • How quickly will your order be despatched?

    If you complete your order before 4pm Monday to Friday, we will despatch it the same day. Orders placed after 4pm will be despatched the next day. Please note that it is not possible to despatch packages at the weekend or on public holidays, including bank holidays, Christmas Day, Boxing Day and the Easter weekend. Orders completed at these times will be despatched the next working day.

    From time to time, our usual swift service may be impacted by circumstances beyond our control such as extreme weather and unexpectedly high volumes of orders.

  • How will my order be shipped?

    You will benefit from free UK delivery when you spend just £10 at on eliquids, vaping hardware or any products on our site. We will despatch your order using the most appropriate service. This would usually be Royal Mail First Class. Royal Mail aim to deliver First Class items within 48 hours but some parcels may take longer.

    We are also able to offer you the following services which you can select at checkout:

    Royal Mail Special Delivery £6.99

    This service ensures delivery before 1pm on the next working day and occasionally on Saturdays. Orders must be placed before 4pm Monday to Thursday for next day delivery. Orders placed on Friday prior to 4pm will usually be delivered the following Monday. Orders placed after 4pm on Fridays or at the weekend will be delivered the following Tuesday.

    Royal Mail Special Delivery – Saturday Delivery £9.99

    Orders must be placed before 4pm on Friday for delivery on Saturday by 1pm.

    DPD £4.99

    The majority of orders sent via DPD will be delivered the next day but next day delivery is not guaranteed. DPD may take longer to achieve deliveries in remote areas including the Scottish Highlands, the Channel Islands, Northern Ireland and offshore islands. Orders must be placed with before 4pm Monday to Friday to be eligible for next day delivery. DPD couriers deliver Monday to Saturday but not on public holidays.

  • Can your order be tracked?

    You can view the details of your order by logging into your account. Once your order has been despatched, those details will include a tracking number. You will also receive a despatch confirmation email which includes the tracking number and a link to the carrier’s site.

    Royal Mail First Class

    You can only track your parcel once it has been delivered or an attempt to deliver it has been made.

    Royal Mail Special Delivery and Saturday Special Delivery

    Your orders can be fully tracked at each location point via Royal Mail’s website. A signature will be required when your parcel is delivered.


    Orders despatched via DPD are trackable via the DPD website.

  • How long will it take for your order to arrive?
    • Royal Mail First class – usually within 48 hours of despatch but some parcels take longer (delays are out of our control).
    • Royal Mail Special Delivery – next working day after despatch and before 1pm
    • Royal Mail Saturday Special Delivery – next day after despatch and before 1pm
    • DPD – within two days of despatch
  • What is the cost of delivery?

    Orders over £10 are delivered to you free of charge, usually via Royal Mail First Class. The delivery charge is £1.49 for orders under £10.

    You may choose an enhanced delivery service. The charges are as follows:

    • Royal Mail Special Delivery £6.99
    • Royal Mail Saturday Special Delivery £9.99
    • DPD £4.99
  • Why can’t you log in to your account?

    If you have recently set up an account and find that you can’t login, the most likely explanation is that there was a typo in your email address. The first thing to try is to request a password reminder. If the reminder doesn't arrive within about 10 minutes, it is very likely that we don't have your correct email address.

    In this event you will need to either create a new account or contact us stating as many details as you can such as your name, address, approximate date you signed up and correct email address. We'll do our best to locate your existing account and update it for you.

  • Why hasn’t your password reminder arrived?

    Reminder emails are normally sent immediately but can take up to 10 minutes to reach you. If you’ve waited 10 minutes and the email still hasn’t arrived, we suggest you check that the email hasn’t ended up in your spam or junk folder. If you can’t find the email, it could be that when you created your account, you entered your email address incorrectly.

    If this is the case, the easiest thing to do is to create a new account as your actual email address won’t have been registered on our system. If, however, you’re looking to check on an existing order, you’ll need to contact us and we will endeavour to locate your account.