FAQ's - Buying From Vampire Vape
Do you offer a free shipping service?
Yes, we offer a free UK delivery service on orders over £20, you can still select next day and Saturday delivery but this will be charged at the standard rate.
I have a faulty Atomiser, can you help?
Atomisers (also known as replacement coils or heads) are a working part of your electronic cigarette and have a limited lifespan. We accept DOA (dead on arrival) atomiser returns only and you must inform us within 48 hours of receipt. Once we have received your returned atomiser, according to the Returns policy for defective or damaged goods set out above we will inspect it. If after careful inspection for use we deem the atomiser to be defective we will replace the atomiser. Also please note that it is best to place a drop of e-liquid on the top of a brand new atomiser.
Why is there occasional variation in e-liquid and concentrate colour between batches?
Colour variation in e-liquid do not compromise the quality of e-liquid product. The higher concentration nicotine can slightly change or darken the colour of the e-liquid product, especially after storage at room temperature. This is natural chemical process and has no impact on product quality. The flavour ingredients we source from approved suppliers sometimes may vary in colour between batches but within their own product specification and thus slightly change the colour of e-liquid product. It has again no impact on flavour quality.
I have an item missing from my delivery, what now?
If you find you have an item missing from your order you must inform Vampire Vape via email or phone call within 48 hours & this will be investigated. Claims made after this time period will not be accepted.
I have ordered the wrong item, what can I do?
If you have ordered an incorrect item & this is unopened & unused this can be returned. The goods must be returned to Vampire Vape at your expense within 14 days of the purchase date. You must also include the original order number. We will refund you the full cost of the goods excluding delivery costs and charge a 10% restocking fee once we have received and inspected the goods. Goods must be returned unused and sealed in the original packaging. As electronic cigarettes are an oral product, once used they cannot be returned for hygiene reasons unless defective. You have a duty to take reasonable care of any goods whilst in your possession. We advise you to send any return goods via recorded delivery and use suitable packaging as Vampire Vape will not accept responsibility for lost or damaged goods.
I have recieved a smashed/leaking bottle, what do I do?
If you receive damaged or defective goods, you must inform Vampire Vape via email or phone call within 48 hours. Claims made after this time period will not be accepted. Please do not dispose of any goods before reporting the issue to our Customer Service team, as we may require batch numbers, photographic evidence of any damage & packaging or request that the item is returned to us.
I have recieved a wrong item, what should I do?
If you receive an incorrect item please do not open this, you must inform Vampire Vape via email or phone call within 48 hours. Claims made after this time period will not be accepted. We may require photographic evidence of any incorrect items received.
My Product is faulty, what happens now?
If you find your item has become faulty (excluding liquids and consumables) & is within a 6 month period of receipt please inform Vampire Vape via email or phone call. We may ask further questions either prior to or during the returns process or give recommendations on the use of the product to cut down the need for unnecessary returns and help you get the best from a product, please assist our staff with as much detail as possible regarding the defect. A pre-paid returns label will be emailed to you to print & attach to the packaged goods please return any boxes & accessories that came with the product. On receipt, we will test and inspect the product, if the item is defective we can offer you a refund or a replacement within the first 90 days of purchase, if the product is no longer available we will issue a refund or offer the value in reward points to your account to be used against an alternative product of your choosing. After the 90 days we will offer a replacement only up to 6 months after the date received. If the goods are deemed not to be defective or the damage is caused by misuse, accidental damage or wear and tear, the goods will be returned to yourself (return postage costs may apply).
What delivery options do you offer?
We offer 4 different delivery options dependant on your delivery address all options can be seen at the check out. To see all the delivery options we have please visit our Delivery & Dispatch Page.
Where can I track my order?
When your order has been packed ready for despatch you will receive an email confirmation containing your tracking number. Once collected & scanned by the courier this will then activate. Please log in to your account to see the status of your order.
1st class delivery can not be tracked but you will still receive a despatch confirmation email.
Royal Mail Tracking (2-3 working day service): Click here
DPD Tracking (Next day & Saturday deliveries): Click here
Asendia (International deliveries): Click here