Customer Care Promise
Vape Sales UK · Published 9 February 2026
We’re here to make buying vapes online feel simple, fair, and stress-free. This page explains what we’ll do if something arrives faulty, goes missing, or isn’t right — plus how to contact us quickly.
Our promise in plain English
- If something arrives faulty, we’ll help you put it right.
- If a parcel is delayed or missing, we’ll guide you clearly through the Royal Mail process.
- If you change your mind on unopened items, we’ll explain the return steps simply.
- If you need a human, you can contact us and we’ll respond as quickly as we can.
For full policy wording, see: Terms & Conditions · Shipping · Contact Us.
Contact us fast
If you need help with an order, the quickest way is to message us with: your order number, the email used at checkout, and a short description of the issue.
Contact page: Contact Us
Email: admin@vapesales.co.uk
WhatsApp: +447398538342
Dead on Arrival (DOA) — 48 hour check
DOA means “Dead on Arrival”. If an item is DOA, please inspect your order and contact us within 48 hours of delivery so we can help quickly.
What to send us (helps us resolve faster)
- Your order number
- A short description of the issue
- Photos/video if relevant (packaging, device, error indicators)
We’ll advise the next steps based on the product type and the manufacturer’s warranty process where applicable. Full detail: Terms & Conditions.
Faulty or damaged items (warranty support)
Faulty items are handled in line with manufacturer warranty terms. This does not affect your statutory rights. To make sure we can help quickly, please keep the item and packaging until your case is resolved.
Return condition (important)
Please package returns carefully so items are not damaged in transit. We can only process a return/exchange if the item(s) arrive back in a reasonable condition.
Disposable vapes: For health and hygiene reasons, disposables are generally non-refundable / non-exchangeable unless faulty (note: faults may be limited to battery-related issues).
Missing or lost parcels (Royal Mail process)
If your parcel is delayed, please check the tracking first (if your service includes tracking), and check with your local delivery office. Sometimes an attempted delivery means the parcel is being held for collection.
When a parcel is considered “lost”
To confirm a parcel is lost, we must wait 15 working days (around 3 weeks) before we can claim against Royal Mail. Most missing parcels are located within this period.
Address accuracy: It’s your responsibility to enter the correct delivery address at checkout. If an incorrect address is used and the parcel is returned to us, we’ll contact you to arrange redelivery once postage is repaid.
More detail on services and dispatch timing: Shipping.
For delivery timelines and return steps, see Delivery & Returns Explained Simply .
Returns & exchanges (unopened items)
If you want to return or exchange an item, please contact us within 7 days of receipt to tell us your intention. Items must be unopened and in their original packaging.
Time window
- Notify us within 7 days of delivery.
- Return items within 14 days from the date you notify us.
- Use a tracked/recorded service for returns — we can’t be responsible for items lost in the post.
E-liquids: We can’t accept e-liquid returns unless it is unused with the tamper-evident cap in place. If nicotine has been mixed into the liquid, it cannot be returned. Flavour preference is subjective, so returns can’t be accepted purely because you don’t like a chosen flavour.
Full policy wording: Terms & Conditions.
Refunds (how they’re processed)
Refunds are issued back to the original payment method. If you paid via PayPal (including card via PayPal), refunds are processed through PayPal. Please allow up to 14 days for processing.
Privacy & payment safety
We do not store credit/debit card details and we do not sell customer details to third parties. For full detail, read our: Privacy Policy.
For delivery timelines, missing parcel support and return steps, see: Delivery & Returns Explained Simply .
Learn how age checks and privacy protection work: Age Verification & Privacy Explained .
Need help right now?
Visit Contact Us and include your order number so we can help quickly.