I'm having trouble placing an order, what can I do?
If you're struggling to place an order with us, don't worry - we're here to help!
Whether you've got questions about specific products, having trouble with age verification or need help with payment, drop us a line on 01522 244880 or email us at email@example.com and we'll be happy to assist you.
What countries do you deliver to?
We can ship our products out to most countries, however, each country has its own rules in terms of the importation of e-cigarettes and e-liquids and we recommend checking these out before ordering.
We hold no responsibility for items that have been prohibited entry by customs or incur a customs charge. Contact our customer services team via instant chat or email to find out more.
Why aren't my discounts being applied at checkout?
If your selected products are within a special bundle offer, such as 3 for £10, this should be applied at checkout.
If it doesn't seem to be working or your discount code isn't being accepted, get in contact with us using our instant chat feature, which is monitored Monday to Friday between 9am and 5pm.
Alternatively, feel free to drop us an email or call our customer service team who'll be happy to assist you.
How can I change or cancel my order?
If you would like to make changes to or cancel your order, get in touch with us ASAP and we will try our best to accommodate any alterations prior to dispatch.
Unfortunately, we won't be able to make any changes once your order has been dispatched. If this is the case you will have to wait until you have received your order and then follow our returns process.
How long will it take to process my order?
When ordering with us online, your order will be processed by our automated system. Once your order has been completed, you will receive a confirmation email, followed by a shipping confirmation email once your order has been marked as dispatched.
All orders placed before 3pm on Monday to Friday will be sent out the same day. In the event that we are experiencing delays, we'll let you know either by phone or email. All orders placed after 3pm on Fridays will be processed the following Monday.
Where's my order?
We strive to get your order out to you as quickly as possible, but if it has not arrived within the time stated then we advise that you use your tracking number and contact the courier first.
If your parcel is yet to be dispatched or you've exhausted the courier's portal and you're still experiencing issues, please contact our team at firstname.lastname@example.org who will be more than happy to help.
If you've just placed your order and you notice that your delivery address is incorrect, please contact us as soon as possible.
I can't log in to my account
If you created your account before the 22nd of February 2022, this will have been on our old platform. For the purposes of your data security, we cannot access your passwords and therefore have not transferred them across to our new site. To use your account on our new platform, you will need to reset your password here and click "Forgotten Password" under "Returning Customer."
What payment methods do you accept?
We now use Worldpay for all our online orders and accept the following cards:
- Visa debit or credit
For more information on payment & security, take a look at our terms & conditions.
What name will appear on my bank statement?
Anything you purchase from us should be shown as '888 Vapour' on your bank statement.
Why don't you have Paypal?
Unfortunately, we've had to remove Paypal as a payment option from our website following restrictions imposed by Paypal on the sales of e-cigarettes and products that contain nicotine.
Our new payment method, Worldpay, is a safe and secure way to pay that's simple to use. If you'd prefer to place your order and pay over the phone, our customer service team are happy to help - just get in touch!
Payment has been taken, but I've not received a confirmation email?
If you've successfully placed your order and payment has been taken, make sure you check your junk or spam folder first.
If you haven't received your confirmation email within the next hour or two, get in contact with us ASAP and we can look into it for you.
Do you accept returns or exchanges?
Yes! As long as your product is unused and sealed in its packaging, you can return it.
Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice. Please provide your order numbers when you return a product where possible.
In the event of a return, we will provide you with a pre-paid return label to make the process as easy as possible, and discuss whether you would like a refund or an exchange.
My product is faulty, what can I do?
We're sorry to hear your product has a fault. We've made our returns process as easy as possible to help rectify the issue.
We offer a complimentary six-month warranty as standard across all our hardware products, including kits, mods, tanks and batteries. You may be eligible for a longer warranty with the product manufacturer, but this is something you'll need to register for.
Take a look at our Delivery & Returns page to find out how to return your faulty product and for more details on our return policy.
Can I return unwanted products?
Any products that have been purchased (including e-liquid*) that are no longer wanted can be returned to us within 30 days of purchase for a refund or exchange. Please note that in order for us to accept unwanted products, they must be sealed in their original packaging and unused to be eligible for a refund or exchange.
All unwanted products are subject to an inspection when they are received by our team, who will keep you updated throughout the entire returns process.
*this relates to online purchases only.
What if my order has arrived damaged?
If you unpack your product and find it damaged which has affected the usage, please notify us ASAP so that we can get this rectified for you. In this case, we may ask for photos.
Who do I talk to about missing or incorrect products?
Mistakes are rare, but if you do encounter an error with your order, please contact us on 01522 244880, email@example.com or via our live chat.
Any errors or issues must be reported to us within 48 hours of receipt of delivery. Your statutory rights are not affected.
What's your refund policy?
Refunds are contingent upon inspection of item(s) once they are received at our head office. This includes unwanted and faulty products.
Please note that we are unable to process an exchange or refund for a product when it is not to your liking if you have opened or used the product - this included both kits and e-liquids.
You are also more than welcome to contact us if you are not sure which product to purchase, and we will be more than happy to advise you.
For more in-depth information regarding our refund policy, take a look at our terms and conditions before placing your order.
Please note: If you experience a fault with a product purchased in one of our stores, please return it to the store that you purchased it from where our staff will be more than happy to help.