Contact Us

How can we help you today?

We're here for you. To make shopping with Vampire Vape a hassle-free experience we have pulled together some answers to the most asked questions by visitors to our site.

Have a question?

Better Service

What delivery service do you use?

We carefully choose our carriers depending on the services they provide. We offer a range of services including Tracked, Next Day and Free Delivery, depending on where you're ordering from, the delivery services offered will vary. Check our Delivery page for all the latest delivery options.

  • UK Deliveries - Royal Mail and DPD
  • EU Deliveries - DHL and DPD
  • The USA and the rest of the World - Due to restrictions surrounding vaping products and e-liquids in certain countries, we cannot ship to many areas outside of the UK and the EU. If you are unsure please contact Customer Service.

How do I track my parcel?

You will be provided with a tracking number when your order has been processed where tracking is available. This will be in the form of an email. If you have lost, or not received your tracking number, please check your junk mail folder first, before contacting Customer Service.

My parcel hasn't arrived.

  • At Vampire Vape we go the extra mile to ensure that your parcel is delivered within the stated time or sooner. Unfortunately, parcels can be delayed by events out of our control. Royal Mail advises to allow up to 7 working days before reporting a parcel as lost. With DPD Next Day deliveries please allow up to 48 hours before reporting a delivery as lost. With DHL Please allow 14 working days to allow for customs clearance.
  • If your parcel was sent by a tracked service, you can check the progress of your delivery (see above).

Missing & damaged items

  • When things go wrong. If your parcel has been delivered with items missing or damaged, please contact Customer Services within 48 hours with the details of your order and the missing items. We advise that you retain any packing as we may require you to send photos of the damaged items or packaging.

Need to return a product?

We hope that you're happy with your purchase. We know that sometimes things go wrong. If you're not totally satisfied with your purchase we can help.

Unwanted Items

  • We have a 14-day return policy. If you change your mind you must inform us within 14 days that you wish to return the product. All items must be unused and in their original packaging. For Health & Safety reasons we cannot accept liquids or vape products that have been opened or used, unless faulty. Please contact us with your order details using the information provided below to arrange your return.

Faulty Items

  • Vape hardware such as vape kits and mods have a 6-month warranty period, You may return a faulty item anytime within the 6 month period for an exchange or refund. Please contact us with your order details using the information provided below to arrange your return.

Returns & Refunds

  • Please contact us with your order details using the information provided below to arrange your return. Refunds and exchanges will be processed on receipt and inspection of the returned items. Once inspected we will inform you of our decision to replace or refund the item. Refunds will be paid using the original card details or payment method. Please ensure all returned items are packaged securely and sent to the address below along with your full name, original order number and reason for return. Mark your parcel FAO: Customer Services

Faster Checkout

Why won't my discount code work?

There are a few reasons why the promotion code you are using won't work.

  • Ensure that you have typed it correctly, taking note of upper and lower case letters and numbers. If it still doesn't work, it may be due to one of the following:
  • Discount codes and promotions are set for a limited amount of time or have restrictions like 'single use' per customer. You can check our terms and conditions for the latest promotion restrictions. 
  • Most special promotions or limited time promotions will not work if another discount or promotion is already applied. Promotions will not work in conjunction with other offers.

What payment methods do you use?

We accept payments via our secure gateway using recognised Visa, Mastercard or Maestro payment cards and Paypal card payments.

  • Visa Debit
  • Visa Electron
  • MasterCard
  • MasterCard Debit
  • Maestro

Why won't my order go through?

This could be for a number of reasons. Here are a few common problems that could prevent your order from going through:

  • The payment failed - declined by the bank - card details incorrect.
  • Item in the cart is no longer available.
  • Information missing or incorrectly entered at the checkout stage, ie name and address not correctly filled out. (Please note that some fields are compulsory and are required before you can checkout successfully).
  • You failed the Age Check. Please see below.

Age Check 18+

As a responsible retailer, Vampire Vape age checks using the details you supply when placing your order. If your details and age cannot be verified by our age check system we may contact you for further information before we can process your order.


Login Problems

At Vampire Vape we value your security and privacy. We will never send out your login details including passwords. If you are experiencing login problems, please follow the steps below to recover your information. We would recommend that you don't share your login details with anyone else.

  • Please make sure that you are using the correct login details for your account.
  • The email you are using is registered to your Vampire Vape account.
  • Passwords are case sensitive. Please make sure capital letters or numbers are entered correctly, and that Caps Lock is not on.

Below are the recommended steps for recovering your account login details. If you are still experiencing problems after trying the following steps please contact our customer service team who will be happy to assist you.

  • Changing my email address - Need to change your email? Login to your account to update your password on the Account Information screen.
  • Changing my password - Forgotten your password? No problem, just use the 'Forgotten Password' link on the login page to receive an email to reset your password. You can also change your password by logging in to your account and changing it on the Account Information screen.
  • Blue Light cardholders - You will need to contact our customer services team who will be able to assist you.

Loyalty Points

How do I earn points? - There are many ways that you can earn points with Vampire Vape.

  • Simply create an account on Vampire Vape and earn 300 points
  • Earn 5 points for every £1 spent! For example, for every £3.99 Bottle of E-Liquid, you earn 20 points!
  • Sign up for our newsletter! Not only do you receive exclusive offers, but you’ll get 300 points added to your account
  • Leave a review on a product you have purchased to receive 100 points, up to 100 points a day
  • Share your favourite product on social to earn 100 points, up to five times a month!
  • We'll give you 500 points each year when your birthday rolls around!

How do I check my points?

  • To check how many points that you have earned, simply log into your account and use the Rewards Points link on your main account page for a summary of your current points total and redeemable value.

How do I spend points? - We have made it really simple to use your points. When you have finished shopping and go through the checkout you will be able to select the number of points that you wish to redeem against the value of the order on the payment page.

  • For every 100 points on your account, you can redeem £1.00 against to total price of your order.
  • You may only use your points to redeem up to 80% of the total value of your order, excluding shipping.

We'd love to hear from you..

If you have any questions or comments or wish to report a problem with your order we have three methods for you to contact us, by phone, by email or by post. We aim to reply to all enquiries via email on the same working day, please be aware that our working days are Monday to Friday from 8 am to 6 pm (GMT).

By Phone

Web Orders: 01254 460125
Wholesale: 01254 460124

Opening Hours:
Mon - Fri: 8.00 am - 6.00 pm

By Email

Use the 'Help' widget in the bottom right of your screen. Or you can email us by clicking here.

We'll be in touch as soon as possible.

By Post

Vampire Vape
Global Way
Darwen, BB3 0RW
United Kingdom

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You Have Been Referred!

You've been referred to us by a friend, which means you'll recieve £5 off your first order!

To claim your offer, please create an account and then begin shopping. We'll automatically add your referral reward at the checkout stage.


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