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Customer Help

Our happiness team is always here to assist.
Common purchase queries answered

Orders & Deliveries

Frequesntly asked questions on our orders, deliveries and charges.

As soon as you successfully place an order, you’ll see our ‘thank you’ order confirmation page. You’ll also receive an email confirming this – if you don’t, first check your junk email or if you think you provided a incorrect email (typo’s happen!), you can Contact Us.

If you order before 1:00pm on a weekday, your order will usually ship the same day. Orders after 1:00pm or on a weekend will be dispatched the next working day (for example, a Saturday order, ships on Monday).

You can select different shipping options as you checkout, to suit how quickly you need your order. Next-working-day delivery is available (just order before 1:00pm). There’s also Regular delivery which is usually 2 to 4 days (but usually 2 days). And if you spend over £20, you’ll also have a Freepost option (3 to 5 days, but again that’s usually 3 days not 5 days).

You can create an account at any time before you order by going to the My Account link at the bottom of every page. Alternatively you can also create an account as you go through the Checkout process – just select a checkbox then enter a password. Accounts are completely optional and you can still checkout as a Guest, but they’re great for keeping an eye on your orders or re-ordering quicker.

As you checkout, the ‘Billing details’ should be the address of where your debit or credit card is registered at (banks need this to authorise payments). But it’s not a problem shipping to a different address. Just click the checkbox ‘Deliver to a different address’and you’ll have that option.

When we dispatch your order we send you an email with your invoice and a link to track your parcel. If you created an account, you can also track the parcel by signing into My Account.

For your security we *never* see any credit card details. Payments are taken by our payment provider PayPal and they’re encrypted at all times. By the way, you don’t need a PayPal account to checkout – we just use them for security.

If you need to return or swap an item

Returns & Exchanges

Information on how to return or exchange your order.

Please first read the brief info below and then if you still need to, contact us using our Returns Form. That way we can then deal with your request faster and get back to you ASAP

It’s important you use our Returns Form before sending an item back, as that way we can provide the correct address for the product you purchased. Items are sent from different warehouses, so this returns address can change.

Firstly we’re sorry to hear this and secondly you’ve been really unlucky. Our parcels are well packed and our carriers (Royal Mail or Hermes), are usually great. If your item is ‘dead on arrival’, we’ll arrange a replacement. Either way just Contact Us or use our Returns Form, and we’ll get straight onto sorting it for you.

You’ve up to 30 days to change your mind on an order – as long as the item isn’t used or any security or packaging seals aren’t broken. Again, just use our Returns Form to let us know and we’ll send out the returns address. If you want to cancel, you’ll need to Contact Us ASAP as our ordering and dispatch is automated and parcels leave our warehouse fast!

Warranties and guarantee’s vary on vape products – vape kits are usually electronic and so have the usual guarantees, where as a vape coil, for example, is a consumable item with a limited lifespan. Generally speaking with electronics the manufacturer will guarantee for between 6 to 12 months. With consumable items (coils etc), they either work or arrive ‘dead’ and would be replaced for you (arriving ‘dead’ is rare btw).

Not a problem – feel free to use either our Contact Us form or our Returns Form – whichever you think is the most appropriate – and we’ll answer as quickly as possible for you

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