FAQs

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: https://www.vapourcore.com/pod-closed-system-kits.html

Q. Do you ship other products to countries outside of the UK?

A. Yes, we do – please check our International Delivery page for the full list of countries we ship to. All countries on this list can purchase any of our products with the exception of IQOS and JUUL brand items: https://www.vapourcore.com/ups-international-delivery-zones.html

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.

Please visit this link to track DPD Next Day Orders: https://www.dpdlocal.co.uk/
DPD orders will arrive the next working day if ordered before 2pm.

Please visit this link to track UPS International Orders: https://www.ups.com/gb/en/Home.page
UPS International orders will arrive within 4 – 6 working days.

Note that orders sent via Royal Mail Standard do not include tracking. Royal Mail Standard orders will arrive between 3 – 5 working days.

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

A. Please allow 10 working days for standard or tracked delivery and 72 hours for 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.

Q. The Royal Mail tracking page says “an update will only be provided when we attempt to deliver your order” – what does that mean?

A. Please note that the Royal Mail Standard service is not tracked therefore you will not be able to receive updates on your order. This status means that delivery has not yet been attempted, however Royal Mail does have your order.

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 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 item you would like to return or exchange.

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.

Q. When you send the package is it discreet?

A. All our packaging is in a plain envelope or box. However, our address is printed on the label as the sender’s return address.

Q. How do I pay?

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

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 10ml, 50ml and 100ml Deals pages for fantastic multibuy offers.


 
If we have not answered your question above please email [email protected].

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