FAQs

 

Your question may be answered below:

 

            Q. Where’s my order?

A. We endeavour to despatch all orders within one working day. If you have received a despatch confirmation email containing a tracking number, this means your order has been despatched. You can also view your order status in your account if you did not check out as a guest – orders marked as “completed” have been despatched and are with the courier.

ROYAL MAIL - Please visit this link to track all UK and International Royal Mail orders: https://www.royalmail.com/track-your-item

DPD - Please visit this link to track all DPD orders https://www.dpdlocal.co.uk/

  • 90% of DPD orders will arrive next working day, however some may take up to 2 working days dependant on the area of the UK you are in.

 

Q. Why isn’t my tracking link working?

A. Please note that your tracking page may display the message “the sender has let us know they are preparing your item” or similar – this means that your order has left our warehouse and is in transit to the first courier depot - the tracking page will be updated once it is scanned there. Please note that for non-next day services it may take up to 24 hours for your tracking link to update.

 

            Q. When will my order be despatched?

A. Our warehouse and customer care teams work from Monday to Friday, 9am to 5pm, excluding UK bank holidays. Orders are despatched during these hours.

 

            Q. Where is my despatch email or tracking number?

A. When your order has been despatched, you will automatically receive a despatch email, usually by the end of the working day. Please make sure you check your spam or junk email folder.

 

Q. Can I cancel or amend my order?

A. Once orders are placed, they cannot be cancelled or changed as they begin to be processed immediately. If when you receive your order you still wish to return it, please contact us using the email address at the bottom of this message and we will arrange a return.

            

            Q. Can I have my order sent to a different address?

A. As part of our commitment to being a responsible retailer, orders can only be sent to the registered cardholder's billing address. This policy has been implemented in order to safeguard against underage use.

 

Q. Do you ship IQOS, HEETS or JUUL outside the UK?

A. Unfortunately we cannot ship products from these brands to addresses outside of the UK. If you are interested in JUUL products we do stock a wide variety of pre-filled pods from other brands which may suit your needs: https://www.vapourcore.com/pod-closed-system-kits.html

 

Q. My order should have arrived, but it hasn’t.

A. Please allow 10 working days for our Royal Mail 48 tracked delivery and 72 hours for DPD next day before contacting us for non-delivery. For international orders, please wait 14 working days before contacting us for non-delivery. In the event of an order not received during this time period, please contact us at [email protected] stating your full name and order number. Make sure to check the date of your order and your selected shipping method’s delivery time window as unfortunately we cannot action missing or delayed orders until this time frame has passed. Please ensure your delivery address is address. If not, the items will be returned and we will process a refund minus a £5 handling charge and any shipping fees originally paid. You will then need to re-order to the correct address.

 

Q. I have ordered the wrong item, or I have changed my mind about an item I ordered.

A. If you have ordered the wrong item or have changed your mind, please get in touch with us using the email address at the bottom of this message within 14 days of receipt of your order. Make sure to include your order number and the name of item you would like to return. Items must be in resaleable condition (unused, with all packaging intact). You can then reorder the correct item.

 

Q. An item I ordered is faulty.

A. If an item you have received is faulty please get in touch with us using the email address at the bottom of this message. Make sure to include your order number and the name of the item which is faulty. If the item you have ordered is a disposable vape, e-liquid or pre-filled pod, please include a photo of the item and the barcode on the box or bottle as we cannot accept returns of these for hygiene reasons.

 

Q. I have received the wrong item, or my order is missing an item.

A. If your order isn't as it should be, please take a photo of your despatch note and send this to the email address at the bottom of the page. Please also include your order number and a photo of the item you received incorrectly, or the name and quantity of any missing items.

 

Q. Is your packaging discreet?

 A. All orders are sent out in plain or courier-branded envelopes or boxes. However, our address is printed on the label as the sender’s return address.

      

            Q. How do I pay?

A. We accept major credit and debit cards as well as PayPal.

 

Q. Do you have any special offers or deals?

A. We are always running new special offers. You can browse our Clearance section for discounts on vape hardware and e-liquids, or visit our Bulk Value category for massive savings on multi-packs of pods and disposables.

 

Q. I have a question about a product, or need a product recommendation.

A. If you are looking for advice on vaping or vape products, please send us an email using the address at the bottom of this message. Our team of vape experts will be more than happy to help you select and use the perfect product.

 

Q. I work in a vape shop, convenience store or healthcare facility, can I stock your products?

A. We are proud to offer wholesale opportunities to businesses who wish to stock our Core, Core Salts, Core Shortfills, Beco Bar, Core Bar and Core Pods product lines with next-day UK delivery. Please email [email protected] and let us know which ranges you are interested in and one of our account managers will be in touch.

 

If we have not answered your question above, please email the Customer Service team at [email protected] and we will endeavour to respond to your query within two working days between Monday and Friday, 9am to 5pm.

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