FAQ

What Support Do You Need?

Customer Service FAQs

LEARN ABOUT VAPING

QUESTIONS & FEEDBACK

Help With An Order

Quick Links

UK Delivery Information

Information on Eco-Vape Delivery Policies

Eco Vape UK orders are prepared Monday to Friday excluding Bank Holidays. Despatch cut off times are 1pm daily, orders made after this time will be despatched the following day. If an order is placed after 1:00pm on a Friday, it will be processed and despatched on the following Monday. If you have any questions regarding delivery information, feel free to get in touch.

Deliveries to customers will be between 1-3 working days after despatch, although often orders are delivered next day. Our shipping partners deliver orders between Monday and Saturday. If you have not received your order after 3 working days, please feel free to contact us.

Please note: Northern Scotland and Northern Ireland incur higher charges dues to the high charges to us via our delivery network. These areas also are un-eligible to receive free shipping.

Our Shipping Partner is DPD. Most customers will receive an Email message (or SMS) with their relevant tracking info and status updates from DPD after we have despatched your order.

To track your order

You can visit DPD’s official website to track your order by Clicking Here and inserting your tracking number. You will have received your tracking number via email to the email address provided to us when placing your order.

Eco-Vape Delivery FAQs

When will my order be despatched?

Eco Vape UK orders are prepared Monday to Friday excluding Bank Holidays.

Despatch cut off times are 1pm daily, orders made after this time will be despatched the following day. If an order is placed after 1:00pm on a Friday, it will be processed and despatched on the following Monday.

Can I purchase my order in person?

We have a number of stores around the UK if you would like visit and see our selection of products in person. Click here to go to the store locator.

Do you offer Next Day Delivery?

All orders (excluding to remote areas* of the UK) are shipped on a next day shipping service. In most cases orders will be delivered 24 hours after despatch however on occasion this may increase due to circumstances beyond our control.

Please note that is the standard service we offer and there are no other upgraded shipping options.

This service is free when you spend £20 or more!

If you order has not arrived after 3 days of despatch of your order, please contact us and we will follow up with our shipping partner

*Northern Scotland and Northern Ireland

Who will be delivering my order?

Our Shipping Partner is DPD.

Most customers will receive an Email message (or SMS) with their relevant tracking info and status updates.

How can i track my order?

To track your order

Where do you deliver?

Eco Vape deliver all over the UK.

Please note: Northern Scotland and Northern Ireland incur higher charges dues to the high charges to us via our delivery network. These areas also are un-eligible to receive free shipping.

International Delivery

We’re currently unable to offer international shipping due to restrictions on vaping products abroad.

Can I get Free Shipping?

Yes! When you spend over £20 (unless you’re located in remote areas* of the UK)

*Northern Scotland and Northern Ireland

Do you deliver on weekends?

Unfortunately, we are currently unable to offer weekend delivery.

We will update our customers when weekend delivery next becomes available!

Questions about your delivery?

If you have any questions please feel free to contact our deliveries department at customer-support@eco-vape.uk or by calling +44 (0) 1773687676

Warranty & Returns

Questions about our warranty & returns?

If you have any questions please feel free to email customer-support@eco-vape.uk or call +44 (0) 1773687676

General Returns Policy

Eco-Vape is happy to replace or refund any products that are unopened and unwanted within 30 days of you receiving your order.

Due to hygiene reasons, Eco-Vape cannot accept returns of any items that have been opened and used including consumable products including disposable vapes, coils and e-liquids. This includes any items where the childproof seal has been broken or the sealed hygiene packaging ha sbeen opened.

If this is the case, please get in touch with our sales team on +44 (0) 1773 687 676 or email us at customer-support@eco-vape.co.uk and we’ll be happy help resolve your issues on a case by case basis.

If you need to return a product from outside of the UK, please contact us using the details above or via our WebChat and our sales team will be able to advise you on how to resolve any issues.

How do I return a product?

To return a faulty or unwanted product, get in touch with our customer service team to see if we can resolve the issue over the phone. If you then need to return an item, you can use your local Post Office or any other method of sending a parcel, addressed to:

Returns address:

FOA: Customer Service Team

Eco-Vape Ltd

Cotes Park Holdings

Cotes Park Lane

Alfreton, Somercotes

DE55 4NJ

We recommend that you ask for a proof of postage/receipt when you post it, incase the parcel is later lost or damaged during transportation.

Ensure any items you return are unopened, that the parcel is securely packaged and the address is clear and visible on the outside of the parcel.

To handle your return as efficiently as possible, please include a note inside the parcel with your full name, order number and the reason for return (such as faulty, incorrect item or unwanted).

Can I return a faulty item?

Absolutely, we’ll acept the return of any faulty item (except for consumable products outlined above) as long as it’s within the 30 day warranty period. We may ask you to send the device back to us so our team can inspect it and we may need to contact the manufacturer/supplier for further advice.

Alongside our standard returns policy, larger electronic devices such as vape mods or kits which are not manufactured by Eco-Vape should also come with a separate manufacturer warranty inside the box, so you can also contact the manufacturer directly and take advantage of your warranty to fix any issues if we are unable to fix the device.

We advise electronic cigarette users not to store their e-cigarettes with metallic, magnetised or electronic transmitting devices such as keys or mobile phones, therefore extending the lifespan of functional use.

All external batteries and charging cables come with a 14 day warranty as standard, which covers the component parts. As with all products, if upon inspection we find any damage resulting from improper use, it may void any warranty and returns eligibility.

Be aware that our external batteries and vape coils, although made to the highest quality possible, will naturally degrade and eventually fail over a period of time dependent on usage, so we can’t refund these items due to normal wear and tear.

Before returning any item, we always recommend you contact us first in case we are able to help you resolve the fault before having to return the item.

As disposable vapes and e-liquids are considered consumable products, they cannot be returned once used/opened due to hygene reasons – however disposable vapes that do not work out of the box may fall under our Dead on Arrival policy.

Dead on Arrival Policy

Certain consumable products such as single use disposable vapes and e-liquids usually cannot be returned for hygiene reasons.

However, if a product arrives ‘dead on arrival’ (for example, a disposable vape that does not work out of the box), please get in touch with our sales team (via live chat, telephone or email using the details at the bottom of this page) and we will be able to deal with any issue on a case by case basis, subject to supplier / manufacturer terms and agreements.

What about postage?

If your product is returned to us and a fault is found, we will cover your postage cost (up to a maximum of £5 and as voucher to use online or add it to your full refund) and either:

Offer a replacement of the same item.
Offer an alternative item of the same value.
Credit the cost towards your next purchase.
Provide a full refund.

If our team inspects your returned product and finds that the item isn’t faulty, we’ll get in touch to explain what’s happened and return your item to you free of cost. Please note we are not able to cover the initial cost of returning the item to us if no fault is found.

What if I’ve received an incorrect item?

In the rare case that you receive incorrect items in your order or some items are missing, please get in touch with our sales team as soon as possible on +44 (0) 1773 687 676 so we can investigate and resolve the issue as soon as possible.

Please be ready to provide your full name, order number and address so we can quickly find your order and remedy the issue.

What happens if I want a refund?

If possible we will issue any refund to the payment method used at checkout. Once a refund has been issued, it can take up to 5 working days (excluding bank holidays and weekends) for the funds to appear in your bank account, however it usually takes less than 24 hours after we issue the refund.

Can I return items purchase online in an Eco-Vape store?

Items purchased online via eco-vape.co.uk should be returned by postage to the address provided below and should not be returned in store, as the store will not have access to the necessary records of your purchase and won’t be able to issue a refund.

Returns address:

FOA: Customer Service Team

Eco-Vape Ltd

Cotes Park Holdings

Cotes Park Lane

Alfreton, Somercotes

DE55 4NJ

Can I return items that were purchased in store?

Items that were purchased in an Eco-Vape store can be returned in store if they are unopened and unused, or if they fall under our Dead on Arrival policy. Please ensure you bring your receipt for proof of purchase.

Please note that you cannot usually return consumable items such as opened disposable vapes, or any e-liquids that have been opened or if the tamper-proof seal has been broken. However, if there is an issue with an e-liquid you have purchased from us either online or in store, please get in touch with our sales team at +44 (0) 1773 687 676 and they will help you resolve the issue.

We’ll always go out of our way to make sure you have a great experience ordering with us online and are happy to remedy any issues.

If you do have any complaints or queries, please contact us at customer-support@eco-vape.co.uk and we will be happy to assist!

FAQ

Last updated: 18th October 2023

1. These terms and conditions tell you about the legal terms and conditions which apply to your purchase and use of Eco Vape Ltd gift cards.

2. These terms apply to pounds sterling gift cards purchased online at Eco Vape’s website (www.eco-vape.co.uk) In-Person either at one of the official Eco Vape Stores, or at a trade event / show.

3. Eco Vape Ltd reserves the right to update and change the terms and conditions of our gift cards at any time. This does not affect your legal rights. Use of your gift card constitutes acceptance of our Terms and Conditions and we therefore recommend you read them. It is your responsibility to check these gift card terms from time to time to ensure you are aware of any changes which may have been made. Eco Vape Ltd gift cards remain the property of Eco Vape Ltd who maintains the right to cancel the card in its sole discretion in situations where it is deemed necessary to do so (such as to comply with applicable laws including but not limited the UK Age restriction for the purchase of tobacco products or as a result of circumstances beyond its control).

4. The value of your Eco Vape Ltd gift card can be redeemed online only at www.Eco-vape.co.uk provided the gift card is redeemed within the redemption period. Gift cards are not redeemable within any of our physical stores.

5. The gift card balance cannot be exchanged for cash or redeemed against the purchase of another card.

Validity

6. Your Eco Vape Ltd gift card will note the validity period on the back. Please note that use outside of the date printed will not be authorised.

7. A Gift Card expires automatically once its balance has been exhausted.

8. Gift Cards may be used to pay for the whole or any part of an in-store purchase or online order. However you may not split the gift card across mutable transactions, and can only be used In full at use. I.e. you can not use your card to only deduct £1 from your order total if your gift card has £3 on it.

9. Only one gift card may be used per online order.

Lost/ Stolen/ Damaged

10. You are solely responsible for the safe keeping and security of your gift card following delivery. In cases where your Eco Vape Ltd gift card is lost or stolen, Eco Vape Ltd is unable to replace or reimburse the remaining balance on a card. Eco Vape Ltd cannot be held responsible for any of the balance lost on a Eco Vape Ltd gift card as a result of theft fraud or damage. Eco Vape Ltd cannot be held responsible for any unauthorised use where the card number and has become known to another party.

Crediting a Eco Vape Ltd gift card

11. Please retain an expired gift card should you wish to return your purchase. Any goods paid for using a gift card that are subsequently returned for a refund will be credited to the original gift card or in the event that you have discarded or misplaced your original card, issued on a new Eco Vape Ltd gift card. For returns where part payment was taken from a gift card, the refund will be credited to your gift card in the first instance.

12. If a partial refund is made for any purchase using a Eco Vape Ltd gift card and another method of payment, then any refund amount owing will be credited to the Eco Vape Ltd gift card in the first instance.

13. If the total to be refunded is more than originally paid by Eco Vape Ltd gift card, then any remaining refund balance will be refunded to the other method of payment used by you (i.e. debit/credit card or cash).

Data Protection

14. Personal data relating to your purchase or use of a gift card will be used in accordance with current applicable data protection and privacy legislation and the our privacy policy which can be found at: https://www.eco-vape.co.uk/privacy-policy-2/

Governing Law and jurisdiction

15. These conditions are governed by and construed in accordance with the laws of England and Wales. You agree, as we do, to submit to the non-exclusive jurisdiction of the English courts.

How to use an Eco Vape Stores Loyalty Card

Vist an Eco Vape Store. Find your nearest using our store locator here. (Excluding Arnold Location)
Once you have selected your items, at the checkout request a Loyalty card.
Each Purchase you will redeem points 1 point per £1 spent
Once your purchase is complete your account will automatically update with the new points.
On your next visit you may request the shop staff check how many points you have accrued.
Once you 100 points you can exchange these for £5 off your next purchase of E-Liquids.
Simply present your card at your next purchase and request your points are used as part or full payment on the order.

Terms And Conditions

Last updated: 16th November 2023

1. These terms and conditions tell you about the legal terms and conditions which apply to your purchase and use of Eco Vape Ltd loyalty cards.

2. These terms apply to pounds Loyalty cards given Eco Vape’s Stores. In-Person either at one of the official Eco Vape Stores, or at a trade event / show.

3. Eco Vape Ltd reserves the right to update and change the terms and conditions of our loyalty cards at any time. This does not affect your legal rights. Use of your loyalty card constitutes acceptance of our Terms and Conditions and we therefore recommend you read them. It is your responsibility to check these terms from time to time to ensure you are aware of any changes which may have been made. Eco Vape Ltd loyalty cards remain the property of Eco Vape who maintains the right to cancel the card in its sole discretion in situations where it is deemed necessary to do so (such as to comply with applicable laws including but not limited the UK Age restriction for the purchase of tobacco products or as a result of circumstances beyond its control).

4. The value of your loyalty card points can be redeemed in-store only (Excluding Eco Vape Arnold Location) provided the gift card is redeemed within the redemption period.

5. The balance cannot be exchanged for cash or redeemed against the purchase of a gift card.

6. You will earn Points on every purchase where the loyalty card is presented. Eco Vape cannot add additional points to card where the card was not present at purchase.

7. The exchange rate of these points currently stands at 100 points = £5 GBP. Eco Vape reserves the right to change the exchange rate of these points at any time. Any changes will be reflected in these terms.

8. Deductions using points can only be used against select products. Eco Vape Reserves the right to change which selection of products are ineligible to receive such discount.

Validity

9. Loyalty Cards may be used to pay for the whole or any part of an in-store purchase. However you may not split the points across multiple transactions, and can only be used In full at use. I.e. you can not use your card to only deduct £1 from your order total if your gift card has £3 on it.

10. Only one loyalty card may be used per online order.

11. From time to time, some products may be ineligible to receive a discount through the points accrued on the loyalty card. This will be at Eco Vape’s Discretion and will be noted at point of purchase.

Lost/ Stolen/ Damaged

12. You are solely responsible for the safe keeping and security of your loyalty card following delivery. In cases where your card is lost or stolen, Eco Vape Ltd may be unable to replace or reimburse the remaining balance on a card. Eco Vape Ltd cannot be held responsible for any of the balance lost as a result of theft fraud or damage. Eco Vape Ltd cannot be held responsible for any unauthorised use where the card number and has become known to another party.

Crediting an Eco Vape Ltd loyalty card

13. If a partial refund is made for any purchase using a Eco Vape Ltd loyalty card and another method of payment, then any refund amount owing will be credited to the Eco Vape Ltd loyalty card in the first instance.

14. If the total to be refunded is more than originally paid by Eco Vape Ltd loyalty card, then any remaining refund balance will be refunded to the other method of payment used by you (i.e. debit/credit card or cash).

Data Protection

15. Personal data relating to your purchase or use of a loyalty card will be used in accordance with current applicable data protection and privacy legislation and the our privacy policy which can be found at: https://www.eco-vape.co.uk/privacy-policy-2/

Governing Law and jurisdiction

16. These conditions are governed by and construed in accordance with the laws of England and Wales. You agree, as we do, to submit to the non-exclusive jurisdiction of the English courts.

Age Verification FAQ

Why have we added age verification to Eco-Vape.co.uk?

As a seller of nicotine-containing products, we are required by law to complete our own due diligence to ensure our products do not fall into the hands of minors.

Who collects my information for this?

We have integrated a system from AgeChecked for this. AgeChecked takes the information inputed to create you order (name, email, phone, address) to cross-reference with public data.

What information is collected?

Predominantly it is just the information you have inputed to create your order (name, email, phone, address). However, if this is not sufficient to match your info with a data set, we will need you to provide further information. If this is also insufficient, AgeChecked will request either a copy of your driving license or passport.

Does it cost anything?

There is no cost to you for using this age verification process.

How does it work?

1. Make your Order and go to checkout. You can log in, register, or skip using an account at this point.

2. Proceed to enter your billing and shipping details, remembering to input your phone number for delivery. Accept the terms and conditions and proceed.

3. You will be taken to the payment provider of your choice.

4. After payment, you will be taken back to our site for the age verification system to run the check. You will see the working icon from AgeChecked showing it is attempting to verify your age with the available data.

5. If we cannot verify you at this point your order will be put on hold. Please contact customer-support@eco-vape.co.uk with a copy of your ID and we can manually verify you and get your order moving again.

FAQ