Vape UK COVID-19 Statement and FAQs
COVID-19 information for Vape UK customers
Update 27th March 2020
Due to an enormous increase in order volumes, we are not currently able to guarantee same day dispatch on orders. Any order placed from today, until further notice, may take up to 3 working days to be processed and shipped.
We apologise sincerely for any inconvenience this may cause. It was always our intention to maintain business as usual and, although we implemented full contingency procedures at the start of the crisis for stock levels and shipping, nobody could have predicted the order volumes that we are currently experiencing.
Once again, we ask for your patience and understanding. We are working around the clock and doing everything we possibly can to keep up with demand.
While we implement new procedures to manage this situation, we will be suspending our phone service. You can, of course, still get in touch via email. However, please do accept that you may have to wait longer than normal for a response.
We would also like to ask that you don't email to request that we prioritise your order, or to check if your order has been received/processed. You will automatically receive emails and/or SMS to keep you informed about the status of your delivery. Please look out for these rather than contacting us to check. The more emails we have to deal with, the fewer orders we can handle.
Keep checking back to this page for updates as to when regular same day dispatch can be reinstated.
Update 24th March 2020
The health and wellbeing of our customers and team is our top priority so we have now closed our walk-in store to limit the spread of the Coronavirus (COVID-19). This temporary closure went into effect from Monday, March 23rd at 5.30pm.
Customers can continue to shop online at vapeuk.co.uk and vapeukcbd.co.uk. You can still get all your favourite products and have them delivered to your home. We are absolutely committed to maintaining business as usual and are well stocked for the vast majority of our product lines.
However, please note that we are currently seeing unprecedented order volumes. We ask for your patience and understanding at this time if your order isn’t dispatched the same day.
We offer free delivery on all orders over £20. Next day delivery options are also available for a small fee. Please be aware that, although orders with next day shipping will be prioritised, they can’t currently be guaranteed. See below for FAQs relating to ordering.
We want to say a big “Thank you” for your continued loyalty and support, especially during these unsettling times. Our thoughts go out to everyone affected by this extraordinary situation.
We urge you to follow all government advice relating to social distancing. Please take care of yourselves, your loved ones, and your community, and stay at home so we can protect our precious NHS.
We look forward to welcoming you back into our store when the time is right.
Your Vape UK team
Please keep visiting this page for the latest information.
FAQs for ordering during the COVID-19 situation
Why are you closing your walk-in store?
We have kept our shop open as long as possible because we know how important it is for you to have access to your vape and CBD products. However, due to the developing situation with Coronavirus, for the safety of our staff and customers as well as being able to continue serving you online, we're very sorry to let you know we'll be temporarily closing the Vape UK walk-in store from the end of the day on Monday 23rd March, 2020.
How long do you expect your walk-in store to be closed for?
At the moment, we don't know. This is an ever changing situation and we will continue to monitor and heed the advice of the Government and Public Health England. We will be sure to keep you updated and we will look forward to seeing you all back in-store when the time is right.
Can I still order online?
Absolutely. You can order online at www.vapeuk.co.uk and www.vapeukcbd.co.uk. We offer free delivery on all orders over £20. Next day delivery options are also available for a small fee. Please be aware that we would strongly suggest that you only select the option for next day delivery if it is absolutely necessary. Although orders with next day shipping will be prioritised, they can’t currently be guaranteed.
Is it safe to receive deliveries from online orders?
Yes. Public Health England (PHE) have advised that receiving parcels does not pose a risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses do not survive long on objects such as letters or parcels. Please see here for further guidance from PHE, including the need for people to wash their hands with soap and water more often than usual.
What is Vape UK doing to minimise the risk?
We have updated our processes to help keep our customers and colleagues safe.
We have set up additional hand washing stations to ensure our picking and packing staff can sanitise their hands regularly. We are also routinely disinfecting all surfaces and establishing the recommended 6 foot distance between team members.
All inbound deliveries are being sanitised by spraying all outer packaging boxes and sealed multipacks.
Will orders still be dispatched the same day?
We know that our customers have come to depend on our normal same day dispatch. However, these are not normal times and we are currently seeing unprecedented order volumes. Please be assured that we are working around the clock to ensure that all orders are dispatched as soon as is humanly possible.
We ask for your patience and understanding if your order is not dispatched the same day. You will receive updates via email and/or SMS to keep you informed. Please look for these rather than calling or email to check if your order has been processed. The more calls and emails we have to deal with, the longer it will take to fulfil all orders.
Can’t you just get more staff to pick and pack orders?
We are extremely thankful that all of our staff are currently fit and well and displaying no symptoms of COVID-19. This means that our full team is able to pick and pack your orders around the clock.
However, in order to protect their wellbeing, we are stringently following guidelines to ensure that team members don’t work within 2 metres of each other. If we were to introduce more people, we wouldn’t be able to adhere to this measure and put our staff at risk.
Instead, we ask for your patience and understanding. Rest assured that we are doing absolutely everything we can to maintain business as usual.
Do you have enough stock?
We currently have excellent stock levels of all e-liquids, so there is no need to stock up beyond your usual order quantity. As all of our own e-liquids are manufactured in the UK, from UK ingredients, we cannot foresee any supply issues in the immediate future.
Any vaping hardware that is manufactured in China is our key concern right now. This includes tanks, kits, mods, and coils.
So far, the provisions we made when the virus first emerged mean that we have good stock of all of the most popular products. However, new shipments coming out of China are, understandably, delayed. We are hoping that new inventory arrives before items start to run out.
What if I am self-isolating and need to receive a delivery?
If you are in isolation, please write ‘self-isolation’ in the order notes at the checkout. We will then label your package accordingly so that our couriers are fully aware.
Both our couriers, Royal Mail and DPD Local, are now using contact free delivery as their standard process and customers will not be asked to sign their handheld units. With this new process you will still get your full track and trace functionality, giving you complete visibility of all your parcels.
Where Royal Mail needs to deliver a package that won’t fit through your letterbox, they will place your item at your door. Having knocked on your door, they will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside.
DPD Local will record your name and a 'Delivered on Authority' message in the signature section of their unit.
Updates on COVID-19 from Royal Mail can be found here.
Updates from DPD Local are available here.
Are there any known delays to receiving my online order?
UK deliveries are mostly running as usual but this may change. Currently Royal Mail are not able to guarantee their next day by 1pm service and instead will arrive by the end of the day. We will update our website if there are any foreseeable delays.
There are many countries we deliver to outside the UK where non-essential shops and businesses are also closed. Because of this there may be some delays to these affected areas.
If I’m self-isolating, how do I return a product?
If you have been unable to return an item due to self isolation restrictions, please get in touch.We will honour any late return as long as the item meets the other terms of our returns policy, including retention of any hardware packaging that contains serial numbers.
If you’re having problems with any product you’ve purchased, please get in touch.