Commonly Asked Questions

 

Registration 

How can I register a wholesale account?

A: You can register a wholesale account here. After registration your account will be approved by one of our team members depending on your status. 

 

How do I know if I am eligable for a wholesale account?

A: Anyone is eligible as long you meet our minimum order condition which is £100 (Excluding VAT). 

 

Orders, Payments, Delivery 

 

When will my order be shipped?

A: We ship every working day (Monday To Friday) this excludes public holidays. 

 

What is your cut off point?

A: Orders made before 2pm will be dispatched same day. Orders after this will be dispatched the following day. DPD Orders Must Be Placed Before 9:30am.

 

How long does delivery take?

A: To UK mainland orders take on average 24 hours from dispatch to reach you. For non mainland UK address orders will take 2-5 working days on average. For within the EU orders take generally 3-7 working days. 

 

What payment methods do you accept?

A: We accept card payments and bank transfer through our checkout. If you choose bank transfer our bank details will be displayed on checkout. 

 

Can I edit or cancel my order after its been placed?

A: Of course! Providing your order has not yet been shipped. Please contact us through live chat or call.

 

Which couriers do you use?

A: For the UK we offer DPD next day (Mainland) & Amazon Shipping. For outside of the UK we offer DHL express. 

 

Where do you ship?

A: We ship to 170 countries worldwide including all of the EU. Please note due to the nature of e-ciggerete products the list of availible countries changes regulary. 

 

Can I track my order?

A: Yes, your tracking number will uploaded to your "My orders" page on dispatch. If you having trouble finding your tracking number please contact us and we will send it to you. 

 

Do you offer collection 

A: Yes you are welcome to collect from our warehouse during working hours. Please call us to make us aware prior so we can prepare your order ready for collecton.

 

 

 

Stock Status, Pre-Orders, Back-Orders

 

How do I know the item is in stock?

A: You can check the stock quanity of the item on the product page. 

 

If an item is out of stock can I still order?

A: Yes, as the item is not in stock we will ship it to you when we have it. If we have no plans or inventory inbound for the specific product we will order it for you. If we can not source the product for any reason we will contact you to arrange a refund for the products not in stock. 

 

How accurate is the stock checker?

A: We do regular warehouse stock checks and strive for 100% accuracy but this is not always possible in all circumstances. If an you have ordered is showing in stock but on dispatch we discover it isnt or the quanity in stock is lower than expected, we will contact you for resolution usually a partial refund for the out of stock products. 

 

 

Returns, Defects & Resolution 

 

What is the warranty period? 

A: We offer differant warranty periods depending on the type of product. DOA = Dead On Arrival.

 

Vape Kits Mods (Internal Battery Mods (External Battery) Tanks Battery Chargers Glass Tubes Coils Clearance Products Li-on Batteries Disposable Kits
45 Days  30 Days 60 Days DOA 6 Months DOA DOA No Warranty 30 Days DOA

 

What do I do if a product I have ordered has a fault?

A: Please contact us by email or live chat and we will either provide replacement units, store credit or a refund. 

 

Items have developed a fault outside of the warranty period?

A: In this case we can not provide a resolution but you still may be able to contact the manufacturer for assistance. We can assist please contact us. 

 

What are the exclusions?

A: Warranty covers any defect in manufacturing. It does not cover damage such as drops, liquid damage or any other accidental damage. 

 

Need To Ask A Question?

You can contact us HERE.