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Help & Contact

Please select the subject below and click for more information.
  • I have a general product enquiry

    If you have any specific product enquiries, please feel free to contact us via our contact page here.


    Please be sure to include a link or name the product you are enquiring about and one of our team members will respond to you as soon as possible.

  • How do I amend/cancel an order?

    If you need to amend or cancel an order you have placed with us, please contact us either by email or by using our web form and we will assist you as best as we can. Click here to contact us.

  • How do I change my account details?

    You can change your account details by logging in to your account via the account screen at the top right, or by clicking here.

     

    On the accounts page you can change your personal details, address details, password, view order history and change marketing preferences.

  • I have forgotten my password

    If you have forgotten your account password, you can request a password reset from the account login page here. Simply click "Forgotten Password?" on the right hand side and complete the form to get a password reset link.

  • How do I subscribe to your email newsletter?

    You can subscribe to our email newsletter in a couple of ways:

    - Enter your email address at the bottom of any page to be added to our email list.

    - Editing your marketing preferences in your account dashboard.

     

    You can unsubscribe at any time by:

    - Clicking the link at the bottom of any of our marketing emails.

    - Editing your marketing preferences in your account dashboard.

  • Which courier / delivery service do you use?

    We primarily use Royal Mail for most of the domestic deliveries but we also have access to other couriers such as DHL. Depending on the value of your goods and your location, we will provide the best shipping rates available to you in your area.


    Most orders can benefit from multiple levels of service from speedy next day delivery to a more economical service. Each service is subject to your geographical location, the shipping options available to you will be shown during the checkout process.

  • How much does delivery cost?

    We offer free shipping on qualifying orders*. For orders that don't qualify for free shipping we always ensure we secure the very best rates. This means your money is spent on the products you love and not them arriving to you.


    *Qualifying Orders - In order to qualify for free shipping, you must spend the minimum amount of £20.00 after any sales, discounts or offers and the parcel must be shipped to a mainland UK address.


    We don't believe in overcharging on shipping, so you pay what it costs us to package and ship your goods. The costs will vary based on the size of your parcel and geographical location but below is some of the most common charges for our courier services:

     

    UK Delivery Prices

     

    Royal Mail:

    Prices start from just £2.49 with Royal Mails 48 Tracked Service, we can also offer a Fully Tracked service which shows every point of your parcels journey and prices for this start from just £2.99. There are also 24 hour delivery options available which will be £4.99.


    Don't worry, all shipping options and prices will be shown to you during the checkout process.


    If you need tracking for Royal Mail parcels: https://www.royalmail.com/track-your-item



    DHL:

    Parcels sent using DHL will benefit from SMS notification or alternately use email notifications. Prices start from just £5.99 to UK Mainland addresses and you can even UPGRADE your delivery to a PRE 12pm Service or request a SATURDAY DELIVERY.


    Please see Table below for further details:

  • How long do deliveries take to arrive?

    Depending on your location and the courier service you selected, most orders once shipped will arrive either next day or within 2-3 days from date of dispatch. For those hard to reach places or where parcels have to cross the water, such as Ireland and any isles like Isle of Wight or Jersey, the time may be exceeded slightly.


    Please bear in mind that all parcels are shipped the same day or next working day from us and during peak times such as Christmas, there is more traffic going through the courier networks. With this in mind, we do request that you order in good time and have patience whilst the couriers work their best to ensure all customers receive their parcels in good time.

     

    If you have already placed an order, you can track your order here.


    In the event of a prolonged delay, please contact us and we can check the status of your parcel.

  • How do I change my delivery date/location?

    Some shipping methods do not allow for any changes to be made such as the economy or standard services. Unfortunately, once it is shipped we are unable to make changes so ensure that your details are correct as we are not liable for any information in which you may have entered incorrectly.


    If your parcel is attempted to be delivered but you are not there to accept it or perhaps it doesn't fit in your mail box, Royal Mail may leave you a card or notify you that the parcel will be available for collection from your local Depot.


    If you advise couriers that they may leave your parcel in a safe place or with a neighbour, you are taking full responsibility of the parcel form that point and the parcel will be deemed as delivered successfully as per your instructions. We are not liable should your safe place not be safe or you have difficulty obtaining your parcel from a neighbour.


    If you have selected a premium option like next day delivery but need to amend your delivery date or location, you can do so using the information provided to you from DHL. Using your tracking and postcode you can edit your parcel preferences.


    Typically you can amend the date to suit, or choose to collect your parcel from a local designated DHL drop off/collection point at your leisure.

  • Do you ship to other countries?

    We do have the option of shipping internationally, please check that the product you are intending to order is allowed to be imported into your country. We are not liable for any orders seized by customs which breach their prohibited goods policies. It is your responsibility to check with your local governing bodies in regards to this.

    You will need to email us with your order request, from there we will be able to provide a shipping quote.

  • How long is the warranty on your products?

    Vape Store Direct guarantee your purchase be free of any manufacturer defects in the first 30 days from Date of Purchase. Damage caused through natural wear and tear, misuse or neglect & consumables (such as but not limited to, e-liquid and coils) are excluded and carry no warranty.

    Please check the Exclusions & Exceptions list located on the Returns FAQ Centre page for more information.


    Some products may offer a longer warranty period. For warranty claims outside of the 30 days, you will be required to contact the manufacturer directly to resolve any warranty claims. Each manufacturer has their own warranty period and policy including their exceptions and exclusions, all of which can be found directly on the respective manufacturer website.


    If you need assistance in locating the information, please contact us and we will help to point you to the correct manufacturer page.

  • How do I return a faulty product?

    For full information on how to report & return faulty products, please see our returns centre that can be found here.


    This page will cover the most common queries, but if you still need further assistance then use the contact us option located at the bottom of our website.

  • How do I choose the right vape device?

    For some tips on how to choose the right product to start you on your vaping journey, please see our in-depth vaping and e-cigarette guides & blogs found here: "LINK"

  • How do I choose the right e-liquid?

    For some tips on how to choose the right product to start you on your vaping journey, please see our in-depth vaping and e-cigarette guides & blogs found here: Vaping Guides NEEDS TO BE A LINK

  • Do you price match products?

    We are able to price match products from other retailers. In order to qualify for our price match policy, the product must fall in line with a few terms & conditions as set out below:


    - The product must be identical to do a like for like comparison, this includes colour, size, flavour etc.

    - The product must be IN STOCK and available from a competitor within 7 days of your original purchase.

    - The product must be from a reputable competitor (online or brick & mortar store). We will check to confirm if the competitor is a legitimate trader and it is our discretion if we deem the price match as a genuine claim. In most instances we review the site/business age, and background information about the company.

    - The product must be from a competitor that is based in the UK who sells direct to consumers. We do not price match private sellers, auction sites or marketplace sales such as E-bay or Facebook.

    - We DO NOT match pricing errors on other sites.

    - Excludes offers that come with FREE products i.e kits that come with free e-liquids we cannot match the kit AND give the free liquid. You will be given the option of what discount or offer you would prefer. 

    - Excludes clearance/sale lines on other retailers, this also applies to closing down sales. We will match their standard prices only.

    - Comparison will also be made against product condition, delivery & service turnaround.

    - We DO NOT match pricing obtained from being an exclusive member or against other competitor reward schemes.


    If your order qualifies, we will issue the value back to you as credit on your account in your e-wallet to use against future orders.

  • How do I use a discount code?

    If you have managed to grab a discount code through one of our emails or SMS messages, that is great!

    You just need to enter it at the checkout to claim and the code will be applied if it is valid.

    Each discount code will have its own requirements or number of uses per customer so check the email/sms notification for more information on the discount.


    To apply your discount code, click "My Bag" at the top of the page and during step 1, you can apply the code by clicking "Got a discount code?" and entering it there.


    Please note, if your forget to apply a discount code, we are not able to go back and edit it. You will need to contact us as soon as possible quoting your order reference number. We will try to assist as best possible.

  • How does the Loyalty Point system work?

    At Vape Store Direct, we value repeat customers just as much as new ones!


    By placing orders and signing up for an account with us, you will automatically earn points for every single eligible purchase you make. These points never expire and can be redeemed at any time to help save money on your next purchase!


    Terms:

    - The value of loyalty points and rate of earning may be changed at our discretion.

    - Loyalty points have no cash value and can only be applied against on purchases on our site.

    - Accrued points never expire. Don't feel pressured into spending them straight away, you can save them for something special in the future.

    - You receive 1 point per £1 spent, this is calculated after any other sales, discounts or offers have been applied and excludes shipping costs.

     

    - Points will be applied to your account 72 hours after you purchase. Once applied they will then immediately be available to use.

    - Purchases made using points will be treated the same way as if you paid the cash value. So in the instance of a return, or you ordering using points you were no longer eligible for, for example due to cancelled orders, the appropriate rate and deduction to any refunds or credits will be made.


    1 point is worth 5p in terms of discount when used against an order, so its around 5% additional saving on top of our already fantastic prices.

    Again, points cannot be "cashed out" and have no physical value.

  • How do I clear my cookies/cache?

    If you are struggling to view or access any area of our site, a common cause for this is the data stored locally on your device is out of date and no longer matches the information we have on our site. To ensure you see the latest products, sales and offer we highly recommend you try to clear your cookies and cache.


    For a guide on how to clear your cookies & cache, please click here.



    You can also follow these simple steps if you are using Google Chrome:

    1) On your computer, open Chrome.

    2) At the top right, click More .

    3) Click More tools. Clear browsing data.

    4) At the top, choose a time range. To delete everything, select All time.

    5) Next to "Cookies and other site data" and "Cached images and files," check the boxes.

     

    6) Click Clear data.


    To clear your history and cookies iff you are using and iPhone or iPad (iOS):


    1) Settings > Safari, and tap Clear History and Website Data. Clearing your history, cookies and browsing data from Safari won't change your AutoFill information.

    To clear your cookies and keep your history, go to Settings > Safari > Advanced > Website Data, then tap Remove All Website Data.

     

     

    When there's no history or website data to clear, the setting turns grey. The setting might also be grey if you have web content restrictions set up under Content & Privacy Restrictions in Screen Time.

  • I have forgotten my account password

    If you have forgotten your account password, you can request a password reset from the account login page here. Simply click "Forgotten Password?" on the right hand side and complete the form to get a password reset link.

  • How do I change my account details?

    You can change your account details by logging in to your account via the account screen at the top right, or by following this link: My Account

     

    If you are not signed in or do not have an account, you will be navigated to the registration page where you will then be able to submit all of your relevant details.


    On the accounts page, you can change your personal details, address details and password. You will also be able to view your order history and change your marketing preferences.

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