Frequently Asked Questions

We appreciate that making an order online, especially for the first time, can be confusing and you may have questions before you are confident in buying from us. We have put together answers to a few of the most asked questions that we think should help.

We’re confident that once you have used us, you will realise why so many people trust us as their only online vape supplier!

Frequently Asked Questions...

How do I pay online?

We use Viva Wallet to process our payments online.
It's safe and reliable and means we don't have to store sensitive payment data that we don't have to.

Once you have added products to your basket and filled in your details on the checkout page, you will then need to enter your payment details to proceed with the order.

If this does not answer a question that you have regarding payment, please Email Us.

Do I need to create an account?

You will need to create an account on our website to make an order as we need to verify your age. 

Our website has an advanced age verification service integrated that is provided by 1Account. To shop with us your must be over the age of 18 years old. 

Once your account has been verified you can shop with us as normal. 

Some benefits of having an account is that, once you are logged in, you don't have to enter your shipping/billing details every time you make an order. You can also quickly re-order things you have purchased in the past.

When will I receive my order?

As a general rule of thumb, 1st class parcels arrive in 1-2 working days and 2nd class in 2-3 working days. We are confident that you will find the service quick and reliable - there are however a couple of things to consider...

Once you've made an order, we need to pick it, pack it and post it. As long as we receive your order before 3.15pm - Monday to Friday*, we guarantee to do this on the same day.

Then we have to factor in the delivery time that Royal Mail need to get the parcel to your door.

· Royal Mail aim to deliver 1st Class parcels in 1-3 days.
95% of our orders dispatched same day with this service arrive the next day**.

· Royal Mail aim to deliver 2nd Class parcels in 2-5 days.

If you think your order may be delayed, please Email Us.

* Excludes Bank Holidays - Orders made outside of these times are dispatched on the next working day.
** Under normal circumstances - parcels can take longer and next day delivery is not guaranteed.

Is my parcel 'tracked'?

Tracked 1st Class & Special Delivery are fully tracked.

We also use Royal Mail's 24 & 48 Parcel service.
We have chosen this service for a balance of cost and reliability. It is not a 'fully tracked' service.

What it does include is 'confirmation of delivery'. From this we can tell:
· If a parcel is still in the Royal Mail system (delivery not yet attempted)
· If a parcel has been delivered to yourself or a neighbouring address (delivery confirmed)
· If a delivery has been returned to your local parcel depot (delivery failed)

This information helps us to resolve most issues. A small % of parcels do get delayed and a very rarely one gets lost. In this scenario we will do our best to fix the problem for you as quickly as possible.

If you think that your parcel is delayed or you have any other questions, please Email Us.

We may ask you to check to see if a family member or a neighbour has received your parcel, so please do this first!

How do I 'Click & Collect'?

Yes you can!

Please Select 'Collect from Online Warehouse' as the delivery method on checkout.
Orders can then be collected between 10am-4pm (Mon-Fri) from our warehouse - Unit G4, Kingston Business Park, OX13 5FE (Near Millet's Farm).

Please leave at least 1hr before collecting.
So that we can process your order and have it ready.

If you need any further info, please Email Us.

Where are my order emails?

Our website will send you an email to confirm your order and then one to let you know it has been dispatched.

If you have not received any of these emails, the first place to check is your Spam/Junk folder in your email account - our emails do end up there sometimes, especially if it is your first order - if they are there, please mark as 'not spam' for the future.

If you have checked this and still cannot find them, please Email Us. We can check that your email address on the order is correct and give you a timescale as to when your order was processed and dispatched.

My order has not arrived yet, where is it?

We are sorry that you have not yet received your order and we'll do our best to find out more information for you and resolve as best we can.

If you made your order after 3.15pm it will have been processed and dispatched the next working day, so please bear this in mind when estimating delivery times.

If your order was made with the Royal Mail 1st Class service, it can take between 1-3 days to arrive - if it is still within that window, please be patient as we still expect your order to arrive on time.

If your order was made with the Royal Mail 2nd Class service, it can take between 2-5 days to arrive - f it is still within that window, please be patient as we still expect your order to arrive on time.

Have you checked your 'tracking' link in your email confirmation?
This can tell you if a parcel is;

· 'yet to be delivered' (still in the Royal Mail system)
· 'delivered' (check with family members or neighbouring addresses)
· 'unable to deliver' (parcel has been returned to local parcel depot)

If you still believe that your parcel is delayed or missing, please Email Us. We will do our best to find a resolution.

Items in my order are missing/damaged/incorrect

We are really sorry about that. We try our very best to get every order correct and ensure that they arrive to you in one piece, but we do make the odd mistake and products can on occasion get damaged during transit.

Please Email Us with the details and we will find a resolution that's as quick and easy for you as possible.

Please note that if an electrical item that you have received is faulty, we will ask you to return the device for us to verify before we are able to replace or refund.