FAQ's

Account Queries

Do I need to create account to place an order?

Not if you do not want to. We have a guest checkout option so no additional information needs to be added. This will mean that you might miss out on promos and becoming a member of our rewards program that we offer to our registered account holders. An account also stores all of the information about all your orders, what you ordered and the tracking code if you requested one in the shipping options.

How do I access my account?

There is a ‘Sign In’ link in the header of website, next to the basket icon. Click the link and you will be prompted to enter your email address and password details.

I have forgotten my password, HELP?

If you have forgotten your password you can reset via the Account Sign In area. There is a ‘Forgotten Password’ link, click the link and follow the steps. You will receive an email with a link directing to setup a new password.

Order Queries

Do I need to do anything to claim my free gift?

You are eligible for a free gift when you spend over £20 on any order. You can choose from several free gifts and they will appear when you are checking out. Please make sure you select the free gift as we cannot retrospectively add this to your order.

Where is my order, did it go through?

If you have successfully completed your order you will see an ‘Order Confirmed’ screen with your order reference number. You will receive an order confirmation email and the order will also appear in your account area. When your order ships you will receive a shipping email and the status of your order in the account area will update.

If you believe you placed an order but it isn’t appearing in you account please contact a member of the team who will be happy to help.

How do i access my order information?

All completed orders are held in your account area. You will also receive an email notification from us confirming your order has successfully received. The account area will also hold all previous orders.

Why haven’t my items arrived yet?

We ship all orders via Royal Mail First Class and whilst our estimated shipping times are accurate it can take up to 14 days to receive your order.

If your items have not arrived within a 2-3 days please check the shipping details entered at checkout to ensure they are correct. If all details are correct and 14 days has passed, please contact a member of our customer services team via the contact page. We will track the package for you and resolve any issues as a matter of urgency.

Does my product come with a warranty?

Please check our warranties page her for details on all product warranties.

The item I am looking for is out of stock, when will you have it in?

We try our best to ensure all items on the Vape Superstore website are in-stock, but sometimes popular items sell out quickly. If an item isn’t available, you can enter your email to be notified when the item comes back in to stock. You can also contact us via Live Chat, telephone or by email.

How do I cancel my order?

If you would like to cancel an order we will need to be notified as quickly as possible that you no longer want the items. We ship all orders the same day when placed before 4.00pm, if we are contacted after this time we cannot always cancel the order before it has been dispatched.

Please contact us via Live Chat, Telephone or email, complete with your order number and we will do our best to cancel the order.

If your order has already been dispatched, you can still cancel the order by returning the items to us, providing they are unopened and in a re-saleable condition. You have 30 days in which to do this.

I want to change my order / address?

If you have just placed an order and want to change the address please contact us as soon as you can and we may be able to help.

Please contact us with your order number and new shipping address and we will do our best to change the order before it is dispatched.

If you have already received a dispatch email notification unfortunately it is too late to make changes to your address. In cases like this, we are unable to take any action until the package is returned to us. Once we receive the order back we can arrange shipping to a new address.

How do i view previous orders?

All previous orders are held in your account area on the website. Simply login in to your account here and select the 'My Orders' tab to view all historical orders.

How do i re-order the same items again?

In your account area there is a ‘Reorder’ button next to each item in your order history. Simply click the reorder button next to the item you want and it will instantly be added to your basket.

How do i apply a discount code to my order?

You can apply your discount code when in the Checkout area of the website. There is a empty box on the right hand side of the checkout page, insert the applicable code here and hit ‘Apply’. This will update the cart value automatically for you.

Can i use multiple discount codes on the same order?

You can use multiple discount codes providing they are applicable. If you have more than once valid code, enter them individually and hit ‘Apply’. If you run in to any issues, please get in contact with a member of our team who will be happy to help.

How do i claim my 10% discount code for signing up to the newsletter?

You can claim your 10% first order discount code by entering your email address in either the newsletter pop-up box or in the signup box at the foot of each page. We will send you an email asking to verify your details, once confirmed you receive the 10% discount code via email.

Shipping Queries

Do you ship to my country?

We ship worldwide. For further details on the exact countries we ship to and pricing please refer Shipping and Returns page. If you have further questions please get in contact.

Does my order come with a tracking code?

If you are in the UK your order will be shipped Royal Mail First class as standard and does not come with tracking. All packages shipped via Royal Mail now come with a confirmation code when the items have been successfully delivered.

If the value of your order is over £50 it will be shipped via the Royal Mail Tracked 24 service and can be tracked via your personal account area. We will also email you a shipping notification with the tracking code.

If you would like your order shipped with tracking you can upgrade for £1.99 to our Royal Mail 24hr service when your order is below £50. Please select this option in the checkout area of the website.

For orders from outside the UK, they will be sent tracked and require a signature upon delivery.

How long will my order take to arrive?

UK Delivery is normally 1-2 working days

Mainland Europe 3-7 working days

Rest of the world 5-14 days

How will my package arrive?

For safety and security we ship all items in specialist crush proof envelopes or boxes with no reference to the contents of each package. This is to ensure your products arrive safe and sound.

What is my tracking code?

If you opted for a postal service that comes with tracking, it will be on your shipping email and in your account area. If you do not see your tracking code but opted for a tracked service please contact a member of our team who will help with your query.

How quickly are orders dispatched?

All orders are dispatched same day when placed before 4pm, Monday to Friday. Orders placed on a weekend (Saturday - Sunday) will be processed the following Monday.

Bank Holidays are the only exception, if an order is placed on a public holiday they will be processed the next working day.

 

Has my order been dispatched yet?

You will receive a shipping confirmation when your is dispatched. If you have not received a shipping notification via email it means your order has not yet been dispatched. If you have any questions regarding the status of your order please contact a team member.

How much does shipping cost?

Shipping is FREE in the UK when your order value is £20 or more. For more details on shipping rates and options please see our Shipping and Returns page here.

If you are outside of the UK shipping rates are based on weight and location. Please refer to our Shipping and Returns page for further details.

Do you offer next day shipping?

Yes we do, guaranteed next day shipping is £5.99 or FREE on orders over £100. To ensure your order is qualifies for next day shipping they must be placed before 4pm Monday - Thursday. Guaranteed next day delivery orders placed after 4pm on a Thursday or on a Friday will be processed the following Monday.

For Saturday delivery you will need to select the Saturday Special Delivery option if placing an order on a Friday. The cut off time for Saturday guaranteed delivery is also 4pm Friday.

Payment & Billing Queries

Do you accept my card type?

We accept all major credit cards including Visa, Mastercard and American Express.

Do you accept Paypal?

Yes we can accept Paypal. During the checkout stage on the site there is the option to checkout using either debit/credit card or Paypal

Why is my card payment declining?

There are a number of reasons why you might be having trouble completing your purchase. The most common problems are around your billing/card information being incorrectly entered.

  1. Make sure the billing information is correct to the card you are trying to use. You need to enter the address that your card is registered to. You can select a different shipping address however if the billing address does not match the order is likely to be rejected.

  2. Please ensure the card details have been entered correctly and that the all details including the CV2 (the 3 digits on the back of your card
    or 4 digits on the front if using Amex) are correct.

  3. Finally check that you are using a card type we accept. We accept payments from Visa, Visa Debit, Mastercard and American Express.

If you are ordering from outside the UK please check with your bank that you can make international purchases with that card.

If you are still having issues making payment, please contact a member of our team who will try and help resolve the problem.

Problems with my order

My order arrived incomplete / items in my order are incorrect?

If your order arrived incomplete or there was a mistake please contact our customer services team via the contact us page quoting your order number and stating what the problem is. A member of our team will be in touch as a matter of urgency and we will endeavour to resolve the issue.

I’m having problems with the items i ordered, what do i do?

Should you start to encounter problems with an item purchased through Vape Superstore please get in contact. Our contact us page allows you to log the specific problem with a customer services team member who will be in touch to either resolve the problem or arrange for a replacement to be sent out. We may require the faulty item to be returned to us for a technician to test, should this be required we will supply a returns form and paid postage label for the shipping.

All products sold on the Vape Superstore website come with a warranty. For further details please view our Warranties page.

My items arrived broken or damaged what do i do?

Please contact us immediately via the contact us page if the items arrive with you damaged. If we are not notified within 14 days of arrival that a product is damaged we may not be able to help.

VAPE CLUB REWARDS QUERIES

How do i sign up to the Vape Club rewards system?

It couldn’t be easier, simply create a store account and you will automatically qualify as a Silver member. Once you have entered your details you will receive an email asking you to activate your account. Please click the link in the email and you will be redirected the website. You’re now a fully fledged member of the Vape Club rewards program.

****To ensure you receive all the perks of being a Vape Club member, please add all essential details including your date of birth.

How can i check my how many rewards points i have?

You can check the balance of your rewards in your account area. Simply login and the rewards points and tier will be displayed in your account area. We will also send out periodic emails with balance updates along with exclusive member offers.

How can i check what level i’m currently at?

Simply log in to your account area, the current level your are at will be displayed at the top of the page. You can also use the pop-out tabe at the foot of each page to see your level and total number of rewards points.

Do my rewards points expire?

You will be pleased to know that your points don’t expire. Points will be available to spend online for the lifetime that you have an account with Vape Superstore.

Can i redeem my points for cash?

Vape Club rewards points are non transferable and have no cash value. They cannot be redeemed for cash and can only be used against future purchases on the Vape Superstore website.