Help Centre

Need help with your order or want to return your vape device or e-liquids? Maybe you have a question about your e-cig or need advice on vaping. Our VPZ Vape Help Centre has the answers to all of your most frequently asked questions

Existing Order Queries

Where is my Order?

Once you have received your Royal Mail tracking number, you can track your order via the link below:

Royal Mail Track and Trace

My tracking number isn’t working!

If your tracking number isn’t working, it could be that the tracking is not live yet. Your tracking will become live once Royal Mail have received your parcel, if you have placed your order before 3pm Monday – Friday, your tracking will become live that evening.

Can I change or cancel my order once it’s been placed?

Unfortunately due to high demand and quick turnaround times, we cannot change or cancel orders once they have been placed. We can, however, help you return items that you have ordered in error.

What do I do if I ordered the wrong item or changed my mind about a product?

Any unwanted items can be returned to us within 30 days of the date you received your order. Please note your item must be in its original packaging.

You must also notify us within 14 days of your purchase that you wish to return the item. Due to hygiene issues we cannot accept any consumable items unless they are faulty.

For the full returns policy and warranty information please click here

To notify us of a return click here 

I have received the wrong products or something is missing from my order

We’re so sorry that there was a mistake with your order. Rest-assured, we can rectify this right away for you, simply email support@vpz.co.uk with the following details: your order number, a photo of the incorrect products that you received or a note of what is missing and we will sort this out for you as quickly as possible!

What do I do if I receive a faulty product?

 If you are having issues with an item purchased online please visit the troubleshooting tabs to see if we can help diagnose the problem

If the guides cannot help please contact our customer service team using the link below:

Contact Page

Be sure to include your order number e.g. VPZ1234567, the specific details of the fault, if possible a photo showing the fault, the date you received the parcel and any other information you feel is relevant i.e. the liquid you use, the coil you use, etc. The more information the team receives, the quicker the issue can be resolved.

Returns & Warranty

What is your in-store returns policy?

You can find our in-store returns policy linked here: In-Store Returns Policy

What is your online returns policy?

You can find our online returns policy linked here: Online Returns Policy

Can I return a product that I simply don’t need or don’t want anymore?

To return non-faulty products that you simply don’t want or need anymore, all you need to do is return the products to the following address.

 

VPZ Web Returns

Terston House

Unit 5 Edinburgh Interchange

Huly Hill Road

Newbridge

Edinburgh

EH28 8PH

 

You must include the following:

Your order number (VPZXXXXXX)

The reason for the return

Your preferred request for either a refund or replacement

How do I return a faulty product?

If your item is faulty, please visit our troubleshooting guides which can be found on the 'Troubleshooting' tabs on this page

If you cannot find the solution here please contact us through our contact form and we will respond to you as soon as possible. Please include your VPZ order number, the specific details of the fault (what is happening, when it happens, etc.), a photograph of the fault, the date that you received the parcel and any other information you feel is relevant i.e. the liquid you use, the coil you use, etc. The more information the team receives, the quicker your issue will be resolved.

How do I return a product delivered to me in error?

If you have received a product in error, please contact us using the form below with the details of the order to arrange a return.

 

VPZ Contact Page

How long will my refund/replacement take to be processed?

To manage your expectations- at present we have very limited staff available to process returns or test and diagnose faulty returns. Unfortunately this means we can't promise any processing times for a refund or replacement. We do aim to have all returned items processed and refunds/replacements issued within 10 business days of receiving them to our head office however this cannot be guaranteed and some returns may take longer to process.

Loyalty & Rewards

How does your in-store loyalty scheme work?

Firstly, you’ll need to sign up to a loyalty card in-store, we just need a few details from you and then you’ll be able to start earning 7.5% back on all purchases!

What are the benefits of a VPZ loyalty card?

You’ll not only earn 7.5% back on all purchases, but VPZ Loyalty card holders gain access to exclusive deals such as free nic shots with shortfills and additional discounts on specific products/hardware!

How does your online loyalty scheme work?

When you purchase from VPZ.co.uk you will automatically be signed up to an online loyalty program. You’ll start earning 10% back on all purchases straight away!

Can I link my in-store loyalty card to my online account?

Unfortunately our in-store and online loyalty accounts are two separate entities and we cannot transfer points from one account to the other.

How do I earn loyalty reward points online?

You will accumulate points automatically online. The only products you can’t earn points on during online purchases are IQOS and HEETS, this is due to regulations surrounding the sale of tobacco products.

How do I earn loyalty reward points in-store?

You will accumulate points automatically online. The only products you can’t earn points on during online purchases are IQOS and HEETS, this is due to regulations surrounding the sale of tobacco products.

How do I redeem loyalty points online?

You can redeem points against an online purchase at the "my cart" page of checkout. You will see a box with a button next to it that says "apply points". Just put the relevant number of points that you would like to use in the box and click the apply points button. Please note though, unfortunately we are only able to apply one discount code to each purchase and if you apply a custom discount of loyalty points you will not be able to use the FREESHIP code for example.

How do I redeem loyalty points in-store?

Simply let store staff know that you wish to use accrued points against your in-store purchase. You will need your loyalty card with you in-store for us to process a transaction of this type.

Where can I check how many points I have on my online account?

You can check your online points accrual by visiting the "my account" page at the top right hand side of the website once you are logged in. If you scroll down this will show you the points on your online account.

Can I find out how many points I have on my in-store loyalty card?

Store staff can tell you how many points you have on your in-store loyalty account, however you may be asked to show ID for GDPR purposes so that we can access your account.

What is an E-Cigarette

What is an E-Cigarette?

An electronic cigarette is a battery-operated device that emits doses of vaporized nicotine, or non-nicotine solutions, for the user to inhale. It aims to provide a similar sensation to inhaling tobacco smoke, without the smoke. Also known as e-cigarettes, e-cigs, electronic nicotine delivery systems, vaporizer cigarettes, and vape pens.

E-cigarettes work by heating and creating a vapour from a solution that typically contains nicotine; a thick, colourless liquid called propylene glycol and/or glycerine; and flavourings

In a standard e-cigarette you get two components; a battery and a clearomizer/tank. You fill the clearomizer/tank with e-liquid, attach it to the battery and you’re ready to go! It works by forming a vapor that you inhale and feels very similar to when you inhale the smoke from a tobacco cigarette. It is however not smoke, it is a water–based vapor that transforms the moment you inhale. This happens due to a heating element in the clearomizer (also known as the cartomizer and atomizer) which, when the battery is activated, heats up the e-liquid and turns it into a vapor. The battery is rechargeable and the e-liquid comes in many different flavours and nicotine strengths (including nicotine free), giving you complete choice.

Vaping FAQ's

Vaping 101: Why Make The Switch?

Vaping 101: How Does an E-Cig Work?

Vaping 101: What's in E-Liquid?

Vaping 101: The Three Basic Types of E-Cig

Online Accounts

How do I create an online account?

Create an account at the top of the homepage. You will need to provide your full name and email address. An email will be sent to the address provided for you to verify your account.

How do I view my current and previous orders?

Log in to your account and select my orders to view your transaction history.

I’ve forgotten my password – How can I access my account?

To recover your password, select the option under the My account drop down at the top of the homepage. You will need to enter your email address and you will be sent a link to change your password.

How do I delete my VPZ account?

To have your account deleted, please provide us with the name and email address attached to your account through the contact form below.

VPZ Contact Page

How do I change details on my online account?

To change the details of your account make a request through the contact form below. Please be specific with the changes you wish to make.

VPZ Contact Page

VPZ & Age Checked

It is important to us that vaping is a tool used by adults to stop smoking and not used by anyone
under the age of 18.
It is illegal to sell e-cigarettes and any product containing or can be used to deliver nicotine to
persons under the age of 18. Before making a purchase with VPZ we must verify that you are over
the age of 18. Whilst making a purchase with VPZ, you are agreeing to allow us to confirm your age
through Agechecked verification.


How does it work?

When an account or order is placed you will be asked to provide your full name and billing address.
This must be provided as it appears on your driver’s licence, electoral roll, or a credit card. This
information is used to verify your age before your purchase is shipped.
This information is passed through Agechecked services to securely verify your age. This is purely an
ID check and will not affect your credit score in any way.
If Agechecked are not able to confirm your age, it may due to a recent change of name or address.
Check the spelling is correct, i.e. if you have selected credit card, the name you provide must match
the name on your card.


Privacy

Your personal information is not stored or used in any other way, it is simply passed through the
system and never saved or logged. For further information please visit our privacy policy.
Age checked do not store your information and simply process it to confirm you are of age to
purchase products from us. Their privacy policy can be found here.

Website Pricing & Product Queries

Why can’t I mix and match products online?

We do our best to replicate in-store deals on our website - we want our customers to get the service and pricing they are used to in-store, however - due to stricter TPD regulations on vaping ecommerce sites, this isn’t always possible. At the moment, we can offer bundle deals on specific products all of one flavour/strength, however we cannot mix and match.

Why are nic shots free in-store but I have to pay online?

Unfortunately, free nicotine shots are unavailable online.

 

We do our best to replicate in-store deals on our website - we want our customers to get the service and pricing they are used to in-store, however - due to stricter TPD regulations on vaping ecommerce sites, this isn’t always possible.

 

Free nic shots, is one of the deals that we are unable to replicate due Government regulation on the vaping industry, we hope that this may change in the near future.

Why are your prices different online?

Although we try to replicate in-store deals on the website, there are some that we are unable to do. This is due to stricter TPD regulations on vaping eCommerce sites. For example, we can offer bundle deals on specific products all of one flavour/strength, however we cannot mix and match.

Can I buy CBD online?

Unfortunately we do not sell CBD Oils, E-Liquid or CBD Vape products via VPZ.co.uk. We do stock these in-store however we are unable to sell them via our website. Find your nearest stockist of CBD here: stores.vpz.co.uk

What do VPZ sell?

We stock a huge range of e-liquids, vape juice, vape oil, e-cigs, menthol cig alternatives, heat not burn products, IQOS, HEETS, CBD, vape mods, e-cig pods, vape pens, vaping hardware and vape accessories in our 150 stores across the UK as well as on our website. You can find our full range of products Here

Vape Troubleshooting

My vape tastes bad or burnt

The most common issue with a burnt taste is caused when the coil is when it’s installed. The cotton needs time to soak up some liquid before it is heated. Ensure to leave your coil to soak for the recommended time (normally found on the instructions) before use. A guideline is approx. 10 minutes. Also check:

  •         You are not running the liquid down too low – a coil has little holes for the liquid to soak into and these must be covered with liquid when used.
  •         Your coil has not been in too long and needs replaced (normally 5-14 days).
  •         You have your power settings correct (usually on the side of the coil).
  •         You have cleaned your tank between coil changes. This should be done with water only and dried thoroughly before use again.

My vape is spitting or gurgling

This is caused by too much liquid in the coil which is not being turned into vapour. Make sure to check:

  •         The correct PG: VG ratio is being used for your tank – as a general rule, high powered devices require high VG liquids.
  •         The correct power setting is being used (normally found on the side of the coil).
  •         Your seals are intact and in place.
  •         The glass is not cracked.

I don’t like how my vape feels on my throat.

This is normally caused by the wrong e-liquid. Whether it is the wrong nicotine strength or the incorrect PG:VG ratio, check our help guides below to help you get it right.

My device is leaking

The most common issue is that the coil in the tank needs replaced, this should normally be done between 5-14 days however it heavily depends on usage. Other things to check include:

  •         The tank is not being overfilled
  •         The tank is not over tightened on the battery – this should just be finger tight.
  •         Check seals are secured and not ripped.
  •         Ensure the glass is not cracked.
  •         The correct PG/VG ratio of liquid is used in the tank – as a general rule, high powered devices require high VG liquids.
  •         The correct power settings are being used (normally found on the side of the coil).
  •         The device is kept upright whenever possible.
  •         The device isn’t subjected to extreme temperature or altitude changes (if your device goes with you on a plane it may leak).

My device won’t charge

If your device doesn’t charge it is most commonly a problem with the charging port on the device, please check:

  •         There is no debris in the port.
  •         Ensure the pins inside the port are not bent.
  •         Check with a different cable and plug.
  •         If a device is left discharged for long periods of time it may not recover and needs to be replaced.

 

With so many different variations of e-cigarette batteries, finding out if your e-cig battery is charged really depends on what type of battery you have and how you charge it. If you have a pen-style battery, you can tell if your e-cig battery is charged by connecting it to your supplied charger and looking at the LED on the charger. You can tell when your battery has run out of charge by pressing the button on the battery. If it isn’t firing and the LED on the battery button flashes several times, this indicates that the battery needs charging. Most e-cigarette battery mods have an LED screen which has a battery charge indicator showing how much battery your mod currently has. If you have a battery mod that doesn’t have an LED screen and takes replaceable batteries, you can tell if your e-cig battery is charged by removing the replaceable battery/batteries and placing them in your charger. You can tell when your battery has run out of charge by pressing the button on the battery. If it isn’t firing and the battery charge indicator on the battery LED (if your mod has one) is showing as empty and/or flashes several times, this indicates that the battery needs charging.

My device doesn’t turn on or the screen is blank

Check the following:

  •         The device is turned on (seems obvious) – most devices’ power button must be clicked 3 or 5 times very quickly to turn on or off.
  •         Your device is charging – most devices will give an indication of charging, whether that be a light or battery bars. If you can’t see these when charging it could indicate a problem.
  •         Check your device is not in “stealth mode” – some devices will save power by leaving the screen blank. Check your instructions to ensure your device is not in stealth mode

My device is saying no atomiser

A check atomiser message is displayed when the battery cannot read or fire the coil. It may appear as a slightly different message on other devices. It’s caused by the device being unable to complete a circuit between the battery, the bottom of tha tank and the coil.

Check the following:

  • The coil is being replaced regularly.
  • All the connections are clean and everything is screwed together correctly.
  • Check the coil installed is within the operating limits of the battery i.e. a coil can have a resistance which is too low or high for the battery to read.

My vape coils are burning out too quickly

Check out our guide on issues that could be causing this to occur Here

What is E-Liquid

What is E-Liquid?

eLiquid (also commonly referred to as “e-juice”, "e-liquid", “juice”, “oil”, or simply “liquid”) is what an electronic cigarette uses to create vapour. The heating element or coil in the e-cig vapourises the liquid and creates an inhalable vapour or mist. The main purpose of this is to deliver nicotine without any burning, smoke, or inhaling the harmful chemicals usually associated with conventional cigarettes.

The two main ingredients in your e-liquid are Vegetable Glycerin (VG) and Propylene Glycol (PG). eLiquid also usually contains nicotine and some sort of flavouring and there are a large variety of different flavours to choose from. You can have varying levels of PG, VG and nicotine in your liquids, generally depending on the vendor or manufacturer you purchase your liquid from.

Something Else?

Store Location and Opening Hours

To check where your local store is and what hours they open click the link below.

Store Locator

Contact us

Can’t find the answer you need? Please contact us using the form below.

Contact Form

Shipping Questions

Which countries do you ship to?

We currently ship to the following countries:

  • Austria
  • Belgium
  • Bulgaria
  • Croatia
  • Cyprus
  • Czech Republic
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Hungary
  • Iceland
  • Italy
  • Latvia
  • Lithuania
  • Luxembourg
  • Malta
  • Netherlands
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • United Kingdom

What shipping or delivery options can I choose from?

We have two shipping options available at VPZ. RM48 or RM24

How long will it take for me to receive my order?

Our premium shipping method - RM24 has a targeted delivery time for the next business day.
Our standard shipping method - RM48 has a targeted delivery time of 2-5 business days.

 

What are shipping costs?

Our standard RM48 Delivery service costs £3.99. Orders over £30 automatically receive FREE delivery! We also offer a Premium shipping service with RM24 which costs £4.99,please note that you will have to order before 3pm Monday - Friday to receive your order by the next working day.

How is shipping calculated for deliveries outside the UK?

Shipping costs are calculated differently and you will be given the option at checkout between premium and standard international. The delivery times and costs are calculated based on location

How will I know my goods have been shipped?

You will receive a tracking number from Royal Mail once they have collected your parcel from our warehouse.

How soon will my order be shipped?

Orders placed before 3pm Monday - Friday will be shipped the very same day. Orders placed after 3pm Monday - Friday or over a weekend will be handed to Royal Mail on the following business day.

Is your packaging discreet?

We use plain packaging with no logos on the envelope or box.

What happens if my order is damaged during shipping?

If your order has been damaged during shipping a claim can be made to Royal Mail. We need you to provide us with photos of the damaged goods, alongside your order number.

VPZ Contact Page

What should I do if I don’t receive my order?

If your order has not been delivered and your Royal Mail tracking number says that it has, please contact us with the details of your order. Include your VPZ order number and we will open an investigation with Royal Mail.

 

VPZ Contact Page

Tracking & Packaging

Once my order has been shipped can I change my delivery method?

Once your order has been shipped, and you have received your Royal Mail tracking number, you can change your delivery options through the Royal Mail track and trace app.

Which products can’t be shipped internationally?

IQOS devices and Heets cannot be shipped internationally as they are novel tobacco products, the regulations around selling them are subject to change.

Will you let me know that you’ve received my order?

You will receive an order confirmation from VPZ shortly after your payment has been processed. If you haven’t received this, please check your spam folder before getting in touch with our support team. 

Will you let me know that my order is on the way?

VPZ won’t send you a notification that your order is on it’s way, however you can rest-assured that for orders placed before 3pm Monday - Friday, your order will be on it’s way to you that evening. You’ll be able to track your order once you receive your tracking number. For orders placed after 3pm Monday - Friday your parcel will be on it’s way to you by the next business day.

Will I receive tracking for my order?

Yes! We’ll send you a tracking number as soon as your order is picked, packed and handed to Royal Mail. If you order before 3pm Monday - Friday, you should receive your tracking number that evening. If you order after 3pm Monday - Friday, you will receive your tracking number the evening of the next business day.

What do I do if my tracking number isn’t working?

If your tracking number isn’t working, it could be that the tracking is not live yet. Your tracking will become live once Royal Mail have received your parcel, if you have placed your order before 3pm Monday – Friday, your tracking will become live that evening.

E-Liquid Troubleshooting

My e-liquids have changed colour or gone dark

The reason e-liquid begins to darken is due to a reaction called oxidation. As nicotine is a reactive substance, exposure to oxygen, or even light, can cause the colour to darken. The change is only cosmetic and is not a reflection of quality or a cause for concern.

I’m not getting enough flavour from my e-liquid

The term “vaper’s tongue” is often used in these situations. If someone uses the same flavour all day, every day it is likely they will tire of it and the flavour becomes muted. It’s like tasting lemon for the first time, it’s really intense. After eating it 5, 6, or 7 times it becomes more muted. Try a bottle of something different, when you go back to your favourite it should taste like normal again.

My vape is too harsh/too weak

If you find the throat hit is not quite right for you, the first thing to do is to ensure you have the correct nicotine strength for your usage.

The other big influence on providing a throat hit is the PG:VG ratio of the liquid. Higher PG will be harsher and higher VG will be smoother. Try a different ratio to find the desired feeling but be aware that your device may not be suitable for all liquids.

My e-liquid is making me feel sick

Ensuring you get the correct nicotine level for you is important. Too low a nicotine level is not a cause for concern whereas too much can leave you feeling unwell. If at any point you feel unwell or sick, stop vaping immediately. You may need to drop your nicotine strength down a level or two.

Out of Stock Queries

A product is showing as out of stock- when will it be back in stock?

Unfortunately we cannot provide you with definite lead times for products being restocked. We do however try to communicate when items are restocked through our newsletter. Provide your email address in the box at the bottom of the page and press subscribe to receive updates.

I can’t find a product on your website, how can I check if you will be getting it in stock? 

If a product is out of stock on our website and it does not sit in the “Clearance” section we will likely restock this line again in the near future. Unfortunately we cannot provide specific times for stock replenishment, even upon request. We do however try to communicate when items are restocked through our newsletter. Provide your email address in the box at the bottom of the page and press subscribe to receive updates.

Mailing List & Vape News

How do I sign up to the mailing list?

Insert your email address at the bottom of the page on the website and press subscribe. We distribute information on a variety of subjects including new products, special offers and stock levels.

How do I unsubscribe from the mailing list?

To unsubscribe from our mailing list or update your preferences, simply click the available links at the bottom of any of our marketing emails.

I’m getting your emails twice, how can I stop this?

It looks like you might be signed up to our in-store loyalty mailing list and our online loyalty mailing list, simply click the links available at the bottom of any one of our marketing emails and you will be unsubscribed from one of the lists. You will continue to receive emails, but only from one subscriber list.

Existing Order Queries

Where is my Order?

Once you have received your Royal Mail tracking number, you can track your order via the link below:

Royal Mail Track and Trace

My tracking number isn’t working!

If your tracking number isn’t working, it could be that the tracking is not live yet. Your tracking will become live once Royal Mail have received your parcel, if you have placed your order before 3pm Monday – Friday, your tracking will become live that evening.

Can I change or cancel my order once it’s been placed?

Unfortunately due to high demand and quick turnaround times, we cannot change or cancel orders once they have been placed. We can, however, help you return items that you have ordered in error.

What do I do if I ordered the wrong item or changed my mind about a product?

Any unwanted items can be returned to us within 30 days of the date you received your order. Please note your item must be in its original packaging.

You must also notify us within 14 days of your purchase that you wish to return the item. Due to hygiene issues we cannot accept any consumable items unless they are faulty.

For the full returns policy and warranty information please click here

To notify us of a return click here 

I have received the wrong products or something is missing from my order

We’re so sorry that there was a mistake with your order. Rest-assured, we can rectify this right away for you, simply email support@vpz.co.uk with the following details: your order number, a photo of the incorrect products that you received or a note of what is missing and we will sort this out for you as quickly as possible!

What do I do if I receive a faulty product?

item purchased online please visit the troubleshooting tabs to see if we can help diagnose the problem

If the guides cannot help please contact our customer service team using the link below:

Contact Page

Be sure to include your order number e.g. VPZ1234567, the specific details of the fault, if possible a photo showing the fault, the date you received the parcel and any other information you feel is relevant i.e. the liquid you use, the coil you use, etc. The more information the team receives, the quicker the issue can be resolved.

Online Accounts

How do I view my current and previous orders?

Log in to your account and select my orders to view your transaction history.

I’ve forgotten my password – How can I access my account?

To recover your password, select the option under the My account drop down at the top of the homepage. You will need to enter your email address and you will be sent a link to change your password.

How do I delete my VPZ account?

To have your account deleted, please provide us with the name and email address attached to your account through the contact form below.

VPZ Contact Page

How do I change details on my online account?

To change the details of your account make a request through the contact form below. Please be specific with the changes you wish to make.

VPZ & Age Checked

It is important to us that vaping is a tool used by adults to stop smoking and not used by anyone
under the age of 18.
It is illegal to sell e-cigarettes and any product containing or can be used to deliver nicotine to
persons under the age of 18. Before making a purchase with VPZ we must verify that you are over
the age of 18. Whilst making a purchase with VPZ, you are agreeing to allow us to confirm your age
through Agechecked verification.


How does it work?

When an account or order is placed you will be asked to provide your full name and billing address.
This must be provided as it appears on your driver’s licence, electoral roll, or a credit card. This
information is used to verify your age before your purchase is shipped.
This information is passed through Agechecked services to securely verify your age. This is purely an
ID check and will not affect your credit score in any way.
If Agechecked are not able to confirm your age, it may due to a recent change of name or address.
Check the spelling is correct, i.e. if you have selected credit card, the name you provide must match
the name on your card.


Privacy

Your personal information is not stored or used in any other way, it is simply passed through the
system and never saved or logged. For further information please visit our privacy policy.
Age checked do not store your information and simply process it to confirm you are of age to
purchase products from us. Their privacy policy can be found here.

Shipping Questions

Which countries do you ship to?

We currently ship to the following countries:

  • Austria
  • Belgium
  • Bulgaria
  • Croatia
  • Cyprus
  • Czech Republic
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Hungary
  • Iceland
  • Italy
  • Latvia
  • Lithuania
  • Luxembourg
  • Malta
  • Netherlands
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • United Kingdom

What shipping or delivery options can I choose from?

We have two shipping options available at VPZ. RM48 or RM24

How long will it take for me to receive my order?

Our premium shipping method - RM24 has a targeted delivery time for the next business day.


Our standard shipping method - RM48 has a targeted delivery time of 2-5 business days.

P

What are shipping costs?

Our standard RM48 Delivery service costs £3.99. Orders over £30 automatically receive FREE delivery! We also offer a Premium shipping service with RM24 which costs £4.99,please note that you will have to order before 3pm Monday - Friday to receive your order by the next working day.

How is shipping calculated for deliveries outside the UK?

Shipping costs are calculated differently and you will be given the option at checkout between premium and standard international. The delivery times and costs are calculated based on location

How will I know my goods have been shipped?

You will receive a tracking number from Royal Mail once they have collected your parcel from our warehouse.

How soon will my order be shipped?

Orders placed before 3pm Monday - Friday will be shipped the very same day. Orders placed after 3pm Monday - Friday or over a weekend will be handed to Royal Mail on the following business day.

Is your packaging discreet?

We use plain packaging with no logos on the envelope or box.

What happens if my order is damaged during shipping?

If your order has been damaged during shipping a claim can be made to Royal Mail. We need you to provide us with photos of the damaged goods, alongside your order number.

VPZ Contact Page

What should I do if I don’t receive my order?

If your order has not been delivered and your Royal Mail tracking number says that it has, please contact us with the details of your order. Include your VPZ order number and we will open an investigation with Royal Mail.

VPZ Contact Page

Tracking & Packaging

Once my order has been shipped can I change my delivery method?

Once your order has been shipped, and you have received your Royal Mail tracking number, you can change your delivery options through the Royal Mail track and trace app.

Which products can’t be shipped internationally?

IQOS devices and Heets cannot be shipped internationally as they are novel tobacco products, the regulations around selling them are subject to change.

Will you let me know that you’ve received my order?

You will receive an order confirmation from VPZ shortly after your payment has been processed. If you haven’t received this, please check your spam folder before getting in touch with our support team.

Will you let me know that my order is on the way?

VPZ won’t send you a notification that your order is on it’s way, however you can rest-assured that for orders placed before 3pm Monday - Friday, your order will be on it’s way to you that evening. You’ll be able to track your order once you receive your tracking number. For orders placed after 3pm Monday - Friday your parcel will be on it’s way to you by the next business day.

Will I receive tracking for my order?

Yes! We’ll send you a tracking number as soon as your order is picked, packed and handed to Royal Mail. If you order before 3pm Monday - Friday, you should receive your tracking number that evening. If you order after 3pm Monday - Friday, you will receive your tracking number the evening of the next business day.

What do I do if my tracking number isn’t working?

 If your tracking number isn’t working, it could be that the tracking is not live yet. Your tracking will become live once Royal Mail have received your parcel, if you have placed your order before 3pm Monday – Friday, your tracking will become live that evening.

Returns & Warranty

What is your in-store returns policy?

You can find our in-store returns policy linked here: In-Store Returns Policy

What is your online returns policy?

You can find our online returns policy linked here: Online Returns Policy

Can I return a product that I simply don’t need or don’t want anymore?

To return non-faulty products that you simply don’t want or need anymore, all you need to do is return the products to the following address.

 

VPZ Web Returns

Terston House

Unit 5 Edinburgh Interchange

Huly Hill Road

Newbridge

Edinburgh

EH28 8PH

 

You must include the following:

Your order number (VPZXXXXXX)

The reason for the return

Your preferred request for either a refund or replacement

What do I do if I ordered the wrong item or changed my mind about a product?

Any unwanted items can be returned to us within 30 days of the date you received your order. Please note your item must be in its original packaging.

You must also notify us within 14 days of your purchase that you wish to return the item. Due to hygiene issues we cannot accept any consumable items unless they are faulty.

For the full returns policy and warranty information please click here

To notify us of a return click here 

How do I return a faulty product? (Content Needed)

If your item is faulty, please visit our troubleshooting guides below

If you cannot find the solution here please contact us through the below form and we will respond to you as soon as possible. Please include your VPZ order number, the specific details of the fault (what is happening, when it happens, etc.), a photograph of the fault, the date that you received the parcel and any other information you feel is relevant i.e. the liquid you use, the coil you use, etc. The more information the team receives, the quicker your issue will be resolved.

How do I return a product delivered to me in error?

If you have received a product in error, please contact us using the form below with the details of the order to arrange a return.

 

VPZ Contact Page

How long will my refund/replacement take to be processed?

To manage your expectations- at present we have very limited staff available to process returns or test and diagnose faulty returns. Unfortunately this means we can't promise any processing times for a refund or replacement. We do aim to have all returned items processed and refunds/replacements issued within 10 business days of receiving them to our head office however this cannot be guaranteed and some returns may take longer to process.

Website Pricing and Product Queries

Why can’t I mix and match products online?

We do our best to replicate in-store deals on our website - we want our customers to get the service and pricing they are used to in-store, however - due to stricter TPD regulations on vaping ecommerce sites, this isn’t always possible. At the moment, we can offer bundle deals on specific products all of one flavour/strength, however we cannot mix and match.

Why are nic shots free in-store but I have to pay online?

Unfortunately, free nicotine shots are unavailable online.

 

We do our best to replicate in-store deals on our website - we want our customers to get the service and pricing they are used to in-store, however - due to stricter TPD regulations on vaping ecommerce sites, this isn’t always possible.

 

Free nic shots, is one of the deals that we are unable to replicate due Government regulation on the vaping industry, we hope that this may change in the near future.

Why are your prices different online?

Although we try to replicate in-store deals on the website, there are some that we are unable to do. This is due to stricter TPD regulations on vaping eCommerce sites. For example, we can offer bundle deals on specific products all of one flavour/strength, however we cannot mix and match.

Can I buy CBD online?

Unfortunately we do not sell CBD Oils, E-Liquid or CBD Vape products via VPZ.co.uk. We do stock these in-store however we are unable to sell them via our website. Find your nearest stockist of CBD here: stores.vpz.co.uk

What do VPZ sell?

We stock a huge range of e-liquids, vape juice, vape oil, e-cigs, menthol cig alternatives, heat not burn products, IQOS, HEETS, CBD, vape mods, e-cig pods, vape pens, vaping hardware and vape accessories in our 150 stores across the UK as well as on our website. You can find our full range of products here: www.vpz.co.uk

Out of Stock Queries

A product is showing as out of stock- When will it be back in stock?

Unfortunately we cannot provide you with definite lead times for products being restocked. We do however try to communicate when items are restocked through our newsletter. Provide your email address in the box at the bottom of the page and press subscribe to receive updates.

I can't find a product on your website, how can I check if you will be getting it in stock?

If a product is out of stock on our website and it does not sit in the “Clearance” section we will likely restock this line again in the near future. Unfortunately we cannot provide specific times for stock replenishment, even upon request. We do however try to communicate when items are restocked through our newsletter. Provide your email address in the box at the bottom of the page and press subscribe to receive updates.

Loyalty & Rewards

How does your in-store loyalty scheme work?

Firstly, you’ll need to sign up to a loyalty card in-store, we just need a few details from you and then you’ll be able to start earning 7.5% back on all purchases!

You’ll not only earn 7.5% back on all purchases, but VPZ Loyalty card holders gain access to exclusive deals such as free nic shots with shortfills and additional discounts on specific products/hardware!

How does your online loyalty scheme work?

When you purchase from VPZ.co.uk you will automatically be signed up to an online loyalty program. You’ll start earning 10% back on all purchases straight away!

Can I link my in-store loyalty card to my online account?

Unfortunately our in-store and online loyalty accounts are two separate entities and we cannot transfer points from one account to the other.

How do I earn loyalty reward points?

You will accumulate points automatically online and in store. The only products you can’t earn points on are IQOS and HEETS, this is due to regulations surrounding the sale of tobacco products.

How do I redeem loyalty points online?

You can redeem points against an online purchase at the "my cart" page of checkout. You will see a box with a button next to it that says "apply points". Just put the relevant number of points that you would like to use in the box and click the apply points button. Please note though, unfortunately we are only able to apply one discount code to each purchase and if you apply a custom discount of loyalty points you will not be able to use the FREESHIP code for example.

How do I redeem loyalty points in-store?

Simply let store staff know that you wish to use accrued points against your in-store purchase. You will need your loyalty card with you in-store for us to process a transaction of this type.

Where can I check how many points I have on my online account?

You can check your online points accrual by visiting the "my account" page at the top right hand side of the website once you are logged in. If you scroll down this will show you the points on your online account.

Can I find out how many points I have on my in-store loyalty card?

Store staff can tell you how many points you have on your in-store loyalty account, however you may be asked to show ID for GDPR purposes so that we can access your account.

My points aren’t correct, how do I get missing points added to my online account?

If points do not seem correct on your online account, please contact support here. We will need to know which order you have not accrued points on so please include a note of your VPZ order number when contacting our support team about issues like this.

Can I claim points if I forgot my in-store loyalty card?

As a goodwill gesture, we can add points to your in-store loyalty card if you have forgotten your card during your purchase. There is a 30 day period from purchase where we are able to do this for you. We will also need a copy of your receipt from purchase and a note of all of your loyalty card details. To apply for points to be added to your account please visit the following link: https://vpz.co.uk/pages/missingpoints

Vape Troubleshooting

My vape tastes bad or burnt

The most common issue with a burnt taste is caused when the coil is when it’s installed. The cotton needs time to soak up some liquid before it is heated. Ensure to leave your coil to soak for the recommended time (normally found on the instructions) before use. A guideline is approx. 10 minutes. Also check:

  •         You are not running the liquid down too low – a coil has little holes for the liquid to soak into and these must be covered with liquid when used.
  •         Your coil has not been in too long and needs replaced (normally 5-14 days).
  •         You have your power settings correct (usually on the side of the coil).
  •         You have cleaned your tank between coil changes. This should be done with water only and dried thoroughly before use again.

My vape is spitting or gurgling

This is caused by too much liquid in the coil which is not being turned into vapour. Make sure to check:

  •         The correct PG: VG ratio is being used for your tank – as a general rule, high powered devices require high VG liquids.
  •         The correct power setting is being used (normally found on the side of the coil).
  •         Your seals are intact and in place.
  •         The glass is not cracked.

I don’t like how my vape feels on my throat.

This is normally caused by the wrong e-liquid. Whether it is the wrong nicotine strength or the incorrect PG:VG ratio, check our help guides below to help you get it right.

My device is leaking

The most common issue is that the coil in the tank needs replaced, this should normally be done between 5-14 days however it heavily depends on usage. Other things to check include:

  •         The tank is not being overfilled
  •         The tank is not over tightened on the battery – this should just be finger tight.
  •         Check seals are secured and not ripped.
  •         Ensure the glass is not cracked.
  •       The correct PG/VG ratio of liquid is used in the tank – as a general rule, high powered devices require high VG liquids.
  •         The correct power settings are being used (normally found on the side of the coil).
  •         The device is kept upright whenever possible.
  •         The device isn’t subjected to extreme temperature or altitude changes (if your device goes with you on a plane it may leak).

My device won’t charge

If your device doesn’t charge it is most commonly a problem with the charging port on the device, please check:

  •         There is no debris in the port.
  •         Ensure the pins inside the port are not bent.
  •         Check with a different cable and plug.
  •         If a device is left discharged for long periods of time it may not recover and needs to be replaced.

 

With so many different variations of e-cigarette batteries, finding out if your e-cig battery is charged really depends on what type of battery you have and how you charge it. If you have a pen-style battery, you can tell if your e-cig battery is charged by connecting it to your supplied charger and looking at the LED on the charger. You can tell when your battery has run out of charge by pressing the button on the battery. If it isn’t firing and the LED on the battery button flashes several times, this indicates that the battery needs charging. Most e-cigarette battery mods have an LED screen which has a battery charge indicator showing how much battery your mod currently has. If you have a battery mod that doesn’t have an LED screen and takes replaceable batteries, you can tell if your e-cig battery is charged by removing the replaceable battery/batteries and placing them in your charger. You can tell when your battery has run out of charge by pressing the button on the battery. If it isn’t firing and the battery charge indicator on the battery LED (if your mod has one) is showing as empty and/or flashes several times, this indicates that the battery needs charging.

My device doesn’t turn on or the screen is blank

Check the following:

  •         The device is turned on (seems obvious) – most devices’ power button must be clicked 3 or 5 times very quickly to turn on or off.
  •         Your device is charging – most devices will give an indication of charging, whether that be a light or battery bars. If you can’t see these when charging it could indicate a problem.
  •         Check your device is not in “stealth mode” – some devices will save power by leaving the screen blank. Check your instructions to ensure your device is not in stealth mode

My device is saying no atomiser

A check atomiser message is displayed when the battery cannot read or fire the coil. It may appear as a slightly different message on other devices. It’s caused by the device being unable to complete a circuit between the battery, the bottom of tha tank and the coil.

Check the following:

  • The coil is being replaced regularly.
  • All the connections are clean and everything is screwed together correctly.
  • Check the coil installed is within the operating limits of the battery i.e. a coil can have a resistance which is too low or high for the battery to read.

My vape coils are burning out too quickly

E-Liquid Troubleshooting

My e-liquids have changed colour or gone dark

The reason e-liquid begins to darken is due to a reaction called oxidation. As nicotine is a reactive substance, exposure to oxygen, or even light, can cause the colour to darken. The change is only cosmetic and is not a reflection of quality or a cause for concern.

I’m not getting enough flavour from my e-liquid

The term “vaper’s tongue” is often used in these situations. If someone uses the same flavour all day, every day it is likely they will tire of it and the flavour becomes muted. It’s like tasting lemon for the first time, it’s really intense. After eating it 5, 6, or 7 times it becomes more muted. Try a bottle of something different, when you go back to your favourite it should taste like normal again.

My vape is too harsh/too weak

If you find the throat hit is not quite right for you, the first thing to do is to ensure you have the correct nicotine strength for your usage.

The other big influence on providing a throat hit is the PG:VG ratio of the liquid. Higher PG will be harsher and higher VG will be smoother. Try a different ratio to find the desired feeling but be aware that your device may not be suitable for all liquids.

My e-liquid is making me feel sick

Ensuring you get the correct nicotine level for you is important. Too low a nicotine level is not a cause for concern whereas too much can leave you feeling unwell. If at any point you feel unwell or sick, stop vaping immediately. You may need to drop your nicotine strength down a level or two.

What is an E-Cigarette

What is an E-Cigarette?

An electronic cigarette is a battery-operated device that emits doses of vaporized nicotine, or non-nicotine solutions, for the user to inhale. It aims to provide a similar sensation to inhaling tobacco smoke, without the smoke. Also known as e-cigarettes, e-cigs, electronic nicotine delivery systems, vaporizer cigarettes, and vape pens.

E-cigarettes work by heating and creating a vapour from a solution that typically contains nicotine; a thick, colourless liquid called propylene glycol and/or glycerine; and flavourings

In a standard e-cigarette you get two components; a battery and a clearomizer/tank. You fill the clearomizer/tank with e-liquid, attach it to the battery and you’re ready to go! It works by forming a vapor that you inhale and feels very similar to when you inhale the smoke from a tobacco cigarette. It is however not smoke, it is a water–based vapor that transforms the moment you inhale. This happens due to a heating element in the clearomizer (also known as the cartomizer and atomizer) which, when the battery is activated, heats up the e-liquid and turns it into a vapor. The battery is rechargeable and the e-liquid comes in many different flavours and nicotine strengths (including nicotine free), giving you complete choice.

What is E-Liquid

What is E-Liquid?

eLiquid (also commonly referred to as “e-juice”, "e-liquid", “juice”, “oil”, or simply “liquid”) is what an electronic cigarette uses to create vapour. The heating element or coil in the e-cig vapourises the liquid and creates an inhalable vapour or mist. The main purpose of this is to deliver nicotine without any burning, smoke, or inhaling the harmful chemicals usually associated with conventional cigarettes.

The two main ingredients in your e-liquid are Vegetable Glycerin (VG) and Propylene Glycol (PG). eLiquid also usually contains nicotine and some sort of flavouring and there are a large variety of different flavours to choose from. You can have varying levels of PG, VG and nicotine in your liquids, generally depending on the vendor or manufacturer you purchase your liquid from.

Mailing List & Vape News

How do I sign up to the mailing list?

Insert your email address at the bottom of the page on the website and press subscribe. We distribute information on a variety of subjects including new products, special offers and stock levels.

How do I unsubscribe from the mailing list?

To unsubscribe from our mailing list or update your preferences, simply click the available links at the bottom of any of our marketing emails.

I’m getting your emails twice, how can I stop this?

It looks like you might be signed up to our in-store loyalty mailing list and our online loyalty mailing list, simply click the links available at the bottom of any one of our marketing emails and you will be unsubscribed from one of the lists. You will continue to receive emails, but only from one subscriber list.

Vaping FAQ's

Vaping 101: Why Make The Switch?

Vaping 101: How Does an E-Cig Work?

Vaping 101: What's in E-Liquid?

Vaping 101: The Three Basic Types of E-Cig

Something Else?

Store Location and Opening Hours

To check where your local store is and what hours they open click the link below.

Store Locator

All Other Enquiries

Can’t find the answer you need? Please contact us using the form below.

Contact Form