Help Centre

Need help with your order?

Have a question about your vaping device or e-cig kit?

Our information packed help centre has the answers to all of your most frequently asked questions.

 

Accounts & Loyalty Rewards
How do I create a new account?
Creating an account to shop on the Vape UK website is simple. 1. Click the person/account icon in the top right corner of your screen. 2. Select 'Create Account' which will take you to the new account screen. 3. Complete the form and select a password...
How do I add a shipping address to my account?
You can store different shipping addresses within your account to make your order checkout process even easier. 1. Click on the person/account icon in the top right corner of your screen. 2. Select 'Login' and enter your email address and password ...
How do I view my current orders, order history and reorder
You can view all of your current and previous orders that you've placed on our website, and see their fulfillment status. 1. Login into your account. 2. Click "My Orders/Buy Again". 3. The screen will now show your order history as a list. Click...
I've forgotten my password - how can I access my account?
With all of the secure websites we access regularly, who hasn't forgotten a password or two in their time? It happens to the best of us! Luckily, it doesn't mean that you won't be able to purchase your favourite vaping products. Simply follow the steps...
How do I leave a review?
There are many ways to tell your fellow consumers what you think about Vape UK. Reviews are the lifeblood of any business and we are always grateful to receive them. They help us to learn how to do things better or to know when we've done a good job. ...
How do I earn loyalty reward points?
If you have signed up to our loyalty reward scheme, you will automatically earn 50 pts there are many easy ways to earn vape points when you shop with Vape UK. 1 for 1 You will earn 1 point for every £1 you spend online or instore. Birthday ...
How do I create a loyalty reward account?
The VUK VIP loyalty program offers you fantastic perks and rewards, and the great news is that anybody can become a member! If you already have a Vape UK account, then you also have a loyalty program account as it is automatically created for you when...
How do I claim my rewards in the loyalty program?
Whenever you shop with Vape UK, either online or in-store, you will earn 1point for every £1 you spend. Find out how you can earn points in other ways here. For every 125 vape points you earn, you will be able to access a £5 reward voucher...
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Ordering & Order Tracking
Can I receive order updates via text?
You sure can! When you receive your email notification to say that your order is on its way, click on the 'View your order' button within the email which will take you to your order page on the website. There you will find your order tracking number. ...
What is your standard order fulfilment time?
We strive to dispatch all orders placed before 3.30pm Monday to Friday the same day (excluding Bank Holidays). Orders placed after 3:30pm Friday are shipped out on Monday (excluding Bank Holidays).
What delivery options does Vape UK offer?
View all mainland UK and international shipping options on our detailed delivery information page.
I live outside the UK - how will my delivery charge be calculated?
Due to unique custom regulations imposed on vaping products on a country by country basis, and restrictions on items that can be sent via air freight, we are unable to fulfil orders for customers outside of the UK. Please read our detailed delivery...
How will I know my order has been dispatched?
As soon as we've dispatched your order, you'll receive an email from us confirming the details of your purchase and the delivery method you've chosen. We'll point you in the right direction of tracking the progress of your delivery too.
How will my order be dispatched?
From Monday - Friday, orders made before 3:30pm (GMT) will be dispatched that same day. Orders made after the 3:30pm (GMT) cut-off time will be dispatched the next working day. Please note that orders made on Friday before 3:30pm (GMT) will be dispatched...
How can I track my order?
Once your order is shipped, we'll email tracking details to you along with your dispatch confirmation. If you're a registered customer you can also find these details by logging into your account and viewing your order history.
Is ordering online from Vape UK secure?
Absolutely! Our online store is powered by Magento. Magento is certified Level 1 PCI DSS compliant. This compliance extends to all online stores powered by Magento. From annual on-site assessments validating compliance to continuous risk management, ...
What if I no longer require the order?
Have a look at our detailed online returns policy to find out more.
What happens if my order arrives damaged?
No need to worry - if part or all of your order is damaged in transit, give our team a call on +44 (0) 1273 964252, who are by the phones 9am-5.30pm (GMT) Monday to Friday, 9am-5pm Saturday, and 10am-4pm (GMT) Sunday and Bank Holidays. Alternatively, ...
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Troubleshooting
My vape battery isn’t working
Try the following: Check if you’ve pressed the power button too often and turned it off. The majority of vape mods and batteries can be turned on and off by clicking the firing button a number of times in quick succession. Dependent on the brand...
My mod’s OLED screen says there’s no atomiser
Try the following: Rotate your device whilst looking at the tank to see if it’s crooked. This is the most common reason for this message and is caused by the device being dropped, knocked, or transported in your pocket. If it is crooked, it may...
I’m not getting any draw from my vaping device
Try the following: Make sure your battery is switched on and has enough charge.Check that you have e-liquid in your tank.Make sure that there is a clean connection between your coil and your vape battery.  If none of that worked: The odd coil...
I’m getting spitting and/or gurgling sounds when I vape
Try the following: Remove the mouthpiece / drip tip (if possible) and flick the device towards the floor (preferably outside or into some tissue) to remove any excess vape juice from the coil.Make sure that the tank is not overfilled or over tightened...
I’m getting e-liquid leaking through the airflow
 the following: Make sure it hasn’t been left in a hot place causing the device to overheat and the e-liquid to thin.Check to see if the coil needs replacing (if it does, make sure you always follow our coil priming guide).Make sure ...
I’m getting e-liquid leaking from the tank
Try the following: Check that you haven’t overfilled the tank causing e-liquid to pool within the central tube. Leaving a small amount of air within the tank also creates a vacuum which helps to stop vape juice leakage.   Make sure that...
My OLED screen is blank and won’t turn on
Try the following: Check if the mod has been put into stealth mode. Certain mods have an option within the menu to allow you to vape in ‘stealth mode’ without the screen lighting up. If your mod has this option, check the instruction manual...
My e-liquids are turning dark
Try the following: Store your e-liquid bottles in a cool, dark, dry environment. Think about how long the vape juice has been sitting in the tank - exposure to heat, UV and oxygen can cause e-liquid to darken over time. Check what nicotine strength...
I’m getting a dry hit / burnt taste when I vape
Try the following: Check if your coil is in need of replacing. Coils don’t last forever, and when they wear out, they can deliver an unpleasant burnt taste. How often they need replacing depends on a number of factors (find out more in our&nbsp...
I’m getting a dry / sore throat when I vape
Try the following: Take a drink of water. Reduce the number of puffs you take in quick succession. Make sure there is enough e-liquid in your tank so you’re not getting a dry hit.  If none of that worked: You might want to consider switching...
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Shipping & Packaging
Can I receive shipping updates via text?
You sure can! When you receive your email notification to say that your order is on its way, click on the 'View your order' button within the email which will take you to your order page on the website. There you will find your order tracking number. ...
How long after I place an order will it be shipped?
We strive to dispatch all orders placed before 3.30pm Monday to Friday the same day (excluding Bank Holidays). Orders placed after 3:30pm Friday are shipped out on Monday (excluding Bank Holidays).
What shipping options can I choose from?
View all shipping options on our detailed delivery information page.
How will I know my goods have been shipped?
As soon as we've dispatched your order, you'll receive an email from us confirming the details of your purchase and the delivery method you've chosen. We'll point you in the right direction of tracking the progress of your delivery too.
How soon will my order be shipped?
From Monday - Friday, orders made before 3:30pm (GMT) will be dispatched that same day. Orders made after the 3:30pm (GMT) cut-off time will be dispatched the next working day. Please note that orders made on Friday before 3:30pm (GMT) will be dispatched...
Is your packaging discreet?
Completely! All of our products are securely packaged and shipped in plain, unbranded jiffy bags and boxes.
What happens if my order is damaged during shipping?
No need to worry - if part or all of your order is damaged in transit, give our team a call on +44 (0) 1273 964252, who are by the phones 9am-5.30pm (GMT) Monday to Friday, 9am-5pm Saturday, and 10am-4pm (GMT) Sunday and Bank Holidays. Alternatively, ...
What should I do if I don't receive my order?
If your order doesn't arrive because of a dispatch error or problem with the courier, please give our team a call on +44 (0) 1273 964252, who are by the phones 9am-5.30pm (GMT) Monday to Friday, 9am-5pm Saturday, and 10am-4pm (GMT) Sunday and Bank Holidays...
Once my order has been shipped, can I change my delivery method?
Sorry, once an order has been dispatched you can't change the delivery service that you originally chose.
Will you let me know that you've received my order?
After you complete the checkout process, a receipt will appear on your screen detailing your final order including shipping charges, your billing address, and the items that are being sent to your shipping address. Please keep this receipt for your reference...
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Vaping FAQs
What are the different types of vaping device?
CE5 Kit These are usually the more basic, cheaper devices favoured by beginners who are unsure if vaping is going to be right for them. There are fewer options available nowadays because vape pens have become much more affordable. Recommended...
What are the different vaping styles?
There are two distinct vaping styles that you might hear people talking about. Learning which style of vaper you are will help you to select the right vaping equipment. Mouth to Lung vaping (MTL) This style is most common when people first switch to...
What is in e-liquid?
E-liquid can also be known as e-juice, vape liquid, vape juice or coil sauce and is the liquid that you drip into your vaping device which is heated by the coil to create vapour. It consists of just four ingredients: propylene glycol (PG), vegetable...
What is Propylene Glycol (PG)?
Propylene Glycol is used to carry flavour in food products, as an ingredient in food colouring, and also as an additive in certain medicines. PG is the ingredient that provides the throat hit sensation that new vapers crave. Propylene Glycol is non toxic...
What is Vegetable Glycerine (VG)?
Vegetable Glycerine is a sweet, vegetable based liquid. VG provides the vapour production which simulates smoke and is thicker than Propylene Glycol. Vegetable Glycerine is non toxic is proven to be safe for use by humans. The more VG in an...
What is sub-ohm vaping?
Sub-ohming is vaping on a device where the coil has a resistance of less than 1.0 ohm. The coil will contain a thicker wire with larger wicking holes to increase the airflow. You will be able to use more power and the thicker wire means that more surface...
How do I prime a new coil?
Coils will need replacing periodically; the length of time between changes depends on a number of factors. The amount of device use, power settings, chosen e-liquid, and other variables, all affect the lifespan of the coil. Generally you would...
How often should I change my coil?
Coils will need replacing periodically; the length of time between changes depends on a number of factors. The amount of device use, power settings, chosen e-liquid, and other variables, all affect the lifespan of the coil. Generally you would...
What is an e-cigarette?
An e-cigarette is an electronic tobacco smoking substitute that creates a vapour mist to replicate the experience of smoking a cigarette. There are many types available for those first starting out, on a budget, or looking to splash out.
What are the benefits of e-cigarettes versus regular cigarettes?
Regular cigarette smoke contains over 4,000 chemicals, including 43 carcinogenic compounds and 400 other toxins. These include nicotine, tar, carbon monoxide, as well as formaldehyde, ammonia, hydrogen cyanide, arsenic and DDT.  E-cigarettes are...
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Returns & Warranty
How do I return a product that I don't need?
Have a look at our detailed online returns policy to find out more.
How do I return an order that is damaged in transit?
No need to worry - if part or all of your order is damaged in transit, give our team a call on +44 (0) 1273 964252, who are by the phones 9am-5.30pm (GMT) Monday to Friday, 9am-5pm Saturday, and 10am-4pm (GMT) Sunday and Bank Holidays. Alternatively, ...
What is your returns policy?
At Vape UK we pride ourselves on the quality of our products, and our dedication to customer satisfaction. That is why we offer a comprehensive returns policy. Our returns policy lasts for 30 days. If 30 days have gone by since your purchase, unfortunately...
How do I return an item to Vape UK?
To be eligible for a return, your item must be unused and in the same condition that you received it. Please email us with your return request, including your original order number and the reason you would like to return any or specific items from your...
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Stock Checks
A product is showing as out of stock - when will it be back in stock?
If a product is still listed on the website, even though it is out of stock, it means that we have more stock on order. If you click on the 'Email me when available' button (next to the price), and enter your email address, you will receive an email ...
I can't find a product on your website - how can I check if you will be getting stock?
If a product isn't listed on our website, it either means that we no longer stock that product, or (in the case of brand new products) we have not started to stock it yet. The best way to check if we are planning to stock a particular product is...
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