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Refunds & Returns | Vape Online Store

All our shipments are fully tracked with a tracking number.

We will provide tracking numbers on request. If your shipment is lost please inform us within 7 days. After 7 days there is nothing else we can do to track the shipment.

 

NON FAULTY GOODS

If you have had a change of heart you must return the item to Vapeonlinestore.co.uk unused and in its original condition within 7 days for a refund (online customer only)

Each returned product must include all parts, accessories, instructions and packaging, etc.

This includes items such as cable ties and plug covers.

Please note that if security seals are broken or if blister packaging/original packaging has been opened then the product is not in its original condition, therefore you will not be refunded including any postage cost incurred by the customer/yourself Please contact a member of our Customer Services team on ---------- (or email vapeonlinestore744@gmail.com) and they will instruct you on how and where to return the items.

All you pay for is the postage cost of returning the goods. For expensive items we recommend that you use a secure delivery method which requires a signature on receipt, as this insures the package in case it goes missing. The product will remain your responsibility until it has been signed for at the returns address.

We do not accept responsibility for products lost or damaged in the post. We regret that we cannot accept returns on the following non-faulty products:

  • The products(s) has/have been personalized, made to order or customized in any way.
  • The packaging or any of the individual product components, has been unsealed or damaged.
  • The product(s) is/are perishable.
  • The non-faulty product does not arrive at Vapeonlinestore.co.uk in a resalable condition.

In this case we will not be able to offer you a refund. We will call you to arrange to send the product back to you and to take payment for the subsequent delivery costs. Vapeonlinestore.co.uk also offers a credit return policy. This applies to any non-faulty product (as mentioned above) that we cannot refund (for any reason mentioned above). Vapeonlinestore.co.uk will be more than happy to receive any non faulty package back and offer you credit of the equal amount to spend on any other Vapeonlinestore.co.uk products you/customers may wish. This does not apply to faulty products. Please see below for our returns policy on faulty products.

Vapeonlinestore.co.uk reserves the right to make a choice regarding refund depending on the case and situation surrounding it. For any refunded item there will be a £6 administration charge

 

FOR FAULTY GOODS

If the product you have ordered is faulty you have 7 days from receiving goods in which to return it.

Parcels or items damaged in transit must be verbally reported to Vapeonlinestore.co.uk before 3.00pm the next working day following delivery, and also by email within 3 days.

Please contact a member of our Customer Services team 0161 818 4666 (or email vapeonlinestore744@gmail.com) and they will instruct you on how to return the items to us and issue a Returns Authorization Code. Failure to do this will delay your return being processed.

You are also required to complete a Returns Form (see ‘warranty’ link at the bottom of the website homepage) and return this with your order. When returning faulty items we may still ask you to return goods yourself. On receipt Vapeonlinestore.co.uk will repair or replace the product in it’s entirety, or by replacing the faulty component(s). We normally ask that goods are sent back via First Class Royal Mail (Recorded Delivery).

 

NO REFUNDS ARE POSSIBLE FOR ANY PRODUCT WHICH HAS BEEN OPENED AND / OR USED.

We will repair / replace any defective components which are under warranty but under no circumstances are refunds possible for any product which has been opened and or used in any way. If the deadline for reporting parcels damaged during transit is not met we regret that we will not be able to issue a refund or replacement goods. We will not confirm that we have received your return. After receipt of your goods we aim to issue replacements / refunds within 7 working days. The cost of your gift will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing. This returns policy does not affect your statutory rights. we do not store credit card details nor do we share customer details with any 3rd parties”

 

  • Without Receipt we cannot accept any return item or entertain a customer for warranty
  • All our Mods, Batteries , chargers come with 28 days warranty
  • Atomisers, clearomisers, Tanks come with dead on arrival guarantee and for hygiene purposes no company take them back, you have 48 hours to report any fault on them, most of the basic ones are disposable and last usually 2-6 weeks depending upon use
  • No return on disliking the products in working order
  • No returns on E-liquids purchased due to hygiene reason
  •  Reward / Loyalty / Discount vouchers are redeemable with liquid purchased only and can not be used along other offers
  •  No Return on Product opened and not in original packaging
  •  No Exchange/return/ refunds for short circuit kits
  •  No Exchange/ refunds for personal likes and dislikes of product once opened and used
  •  Due to Hygiene reasons E-Liquids, mouthpieces & coils do not have warranty

Shipping and Deliveries

How much does delivery cost at Vape Online Store?

At our Vape Online Store, we aim to keep delivery simple and affordable. Our Standard Delivery option is priced at just £2.99 and typically arrives within 1 to 2 working days. If you’re in a hurry, you can select Next Day Delivery for £7.99, which ensures your order arrives the very next working day (if placed before our cut-off time). Plus, we love rewarding our loyal customers — that’s why we offer free delivery on all orders over £40. Whether you're topping up your vape supplies or stocking up on favourites, you can enjoy quick, low-cost, or even free delivery.

Which delivery service do you use to ship orders?

To ensure that your vape products arrive on time and in perfect condition, we work with trusted delivery providers. For most customer orders placed through vapeonlinestore.co.uk, we use Royal Mail, a well-known and reliable UK postal service. For larger wholesale or bulk orders, we ship with UPS and DPD, which is great for secure and timely handling of bigger packages. These partners help us maintain our high delivery standards and allow you to track your orders with ease. No matter what you order, we’ll always choose the best delivery method to get your items to you quickly and safely.

How will I know that my order has been placed successfully?

Once you place your order on vape online store, you’ll instantly receive an order confirmation email and an SMS. This message will include your order number and a summary of the products you've purchased. It's a clear sign that your order has gone through successfully and is being processed by our team. If you don’t receive the confirmation within a few minutes, we recommend checking your spam or junk folder. Still not there? You can always contact our Support Team, and we’ll be happy to assist you. We’re here to make sure you’re confident and informed at every step.

How can I track my vape delivery?

Once your order has been packed and dispatched, we’ll send you an email with a tracking link so you can follow its journey. This tracking information will let you see where your parcel is and when it’s expected to arrive. For orders shipped with Royal Mail or UPS or DPD, you'll be able to access real-time tracking updates on their official websites. If you ever misplace the email or have trouble tracking your order, our customer service team at vapeonlinestore.co.uk is just a message away and always happy to help you stay informed about your delivery status.

How long does delivery take once I place my order?

We understand that getting your Vape Products quickly matters. With our Standard Delivery (just £2.99), most orders arrive within 1 to 2 working days from the time they are dispatched. If you select Next Day Delivery at £7.99, your package will reach you on the next working day, as long as you order before our cut-off time. We work hard to dispatch orders swiftly so you won’t have to wait long. Our shipping partners, Royal Mail and UPS and DPD, are reliable and efficient, helping us meet these timelines and deliver a smooth experience from our store to your doorstep.

Do I need to sign for my delivery?

Most orders placed on vapeonlinestore.co.uk do not require a signature and can be delivered straight to your letterbox or safe place. However, for security reasons, any order over £100 in value will require a signature upon delivery. This is to ensure the parcel reaches you directly and helps protect against loss or theft. If you’re not at home during the delivery attempt, our courier will usually leave a calling card or try to redeliver. If you have special delivery instructions, feel free to add them at checkout — we’ll do our best to follow them.

Order Issues

I received the wrong or incomplete items — what should I do?

We're sorry if your order wasn’t right — we’ll fix it as fast as possible. If your package is missing items or you received the wrong products, please contact us within 24 hours of receiving your order. Send us an Mail Support@Vapeonlinestore.co.uk with your order number and a clear photo of what you received to help us quickly investigate. Our team at vapeonlinestore.co.uk will review your case and arrange for the correct items to be sent or issue a refund as needed. Your satisfaction is our top priority, and we’re committed to making things right without delay.

My vape items arrived damaged — what now?

If your order arrived with any damaged or broken items, don’t worry — we’re here to help. Please email our support team within 48 Hours of receiving your delivery, and be sure to include:

  • Your order number
  • Photos of the damaged item(s) and any damage to the packaging

This helps us assess the situation quickly and offer the best solution, whether it’s a replacement, refund, or store credit. At vapeonlinestore.co.uk, we carefully check every order before dispatching it, but we understand accidents can happen during shipping — and we’ll do everything we can to put it right.

Payment & Billing FAQs

Which cards and payment methods are accepted?

We accept all major debit and credit cards, including Visa, Mastercard, American Express and Pay By Bank, so you can shop with ease for those who prefer to pay using their account balance or linked bank. At vapeonlinestore.co.uk, your payment is always processed securely using encrypted technology. You’ll never need to worry about your details being compromised. If you ever face issues during checkout, our support team is here to guide you through every step to ensure a smooth purchase experience.

Why is my card being declined at checkout?

There are several reasons why your card payment might not go through. The most common issues include incorrect billing details, insufficient funds, or your bank blocking the transaction for security reasons. Sometimes, payments fail if you don’t complete the 3D Secure verification step, which is required by most banks. At our vape online store, we recommend double-checking your details and trying again. If the problem persists, try using another payment processor or card or contact your bank. And of course, our team is always available if you need help.