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Help & FAQs

Please select the subject below and click for more information.
  • 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 Opayo, one of the largest card processing companies 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 or a required filed has been missed. Please input the details again making sure to complete all the required fields including your name as it appears on the card, the card number, expiry date and CVV number. Check that you have entered all details correctly, and that you have sufficient funds in your account, and try again.

    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 (see more below). Please make sure that the correct billing name and address are being displayed on the payment page (you may need to scroll down to see these if you're using a phone.

    Occasionally, overly zealous fraud protection by your bank or provider can also see your card declined. If this is the case you may receive a text message or email asking to confirm that the transaction is being made by you. This normally only happens with higher value transactions. If this is the case, please contact your bank or card provider.

    Other things to check

    • Have you recently moved?

    When our payment processor, Opayo, processes your transaction they will check that the name and address details you have input as your billing address matches what the bank has on file for you. Sometimes however these details can get out of synch, for example if you've not yet advised your bank of the move or, you have, and they've not provided Opayo with the latest details. We've had instances where this data can be out date by weeks, even months.

    If you suspect this could be stopping your payment from going through please try updating your billing address to your old/new address as appropriate whilst keeping the shipping details as your current address.

    • Do you use a VPN?

    If you're ordering goods in the UK and the payment processor notices that you appear to have an IP address outside of the UK they may well reject the transaction suspecting it could be fraudulent. All you need to do is turn off your VPN and you should be able to place your order. The only exception is when you've tried to put the transaction through numerous times and this triggers an additional fraud alert. In this instance if you just wait a few hours before trying again this should solve the problem.

  • 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 some e liquid vary from bottle to bottle?

    Bottles of Vampire Vape colours vary

    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 which is blue like the product produced by chemist Walter White in the awesome 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 a liquid the darker the shade will be, as 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 slightly darker in colour.

    So, you could find that you buy several liquids that are exactly the same brand, strength etc yet look slightly different. This happens all the time and is nothing to worry about. It could be that the liquids are from a different batch and have been steeped for slightly longer, or are very slightly older. Either way, these factors should have zero impact on flavour.

    If, of course, you feel that the flavour of your liquid has been affected in some way and you’re not happy with any purchase from us, please feel free to submit a ticket and we’ll be more than happy to help.

  • I've received a bottle of e liquid but think the seal is broken

    Some e liquid brands feature lids which spin freely despite the fact 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 but, in order to actually open the bottle, you’ll need to push down on the top and twist the lid quite hard in order to break the seal - and you’ll hear a cracking sound when the seal is opened.

    Obviously, it is theoretically possible that a batch could be faulty, and we have encountered this once in the past but it is extremely rare. 99 times out of 100 you’ll find the seal is still intact even if it might feel like it isn’t.

    If by any chance your were to receive a bottle of e liquid from us where the seal wasn’t intact, we will of course exchange it for you no questions asked. Just submit a ticket with the relevant information and we’ll take care of it for you immediately.


  • 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. You’ll earn 2 reward points (worth £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. To redeem them please follow the steps below

    Step 1

    Please log in to the account and click on the 'Account' icon in the top menu (it looks like a person's head and shoulders). You'll then be taken to the page shown below.

    Click on the text link that says 'Reward Points (click here to convert)'.

    Account overview page

    Step 2

    You'll then be taken to the page shown below. Next click the button that says 'Convert points to e-wallet'. The points will then be available to redeem at the checkout (see next image).

    Convert reward points to ewallet

    Step 3

    The next time you make a purchase you'll see that the e-wallet balance has been automatically deducted from the amount you need to pay. If your e-wallet balance covers the cost of your purchase then you'll just be able to complete the transaction with the click of a button. If not, you'll just need to pay the remaining balance before you check out (as shown in the image below).

    You'll also have the option not to use your e-wallet and to let the balance build up. Just click the 'Do not use e-wallet' button as shown below and your balance will roll over till the next time you visit.

    Paying with ewallet

  • How can you check how many reward points you have?

    You can check how many points you have accumulated by logging into your account and clicking the 'Account' icon in the top menu (it looks like a person's head and shoulders). 

    On a mobile, you'll see your balance as shown in the picture below. If you're using a laptop or tablet you'll see your balance in the left hand menu.


    Picture of the account overview page


  • 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.

  • 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.