FAQ’s
FAQ'S
At Vapour Depot we want to make the experience of buying your vape products as simple as possible, so we’ve taken a look at the most frequently asked questions and provided information on how to resolve these queries for you.
Account queries
You do not need to create an account to place an order with Vapour Depot. However, you may find it easier if you do create an account, as you will be able to view order status and order history from within your Account.
An email address is required for all orders.
By registering an account with us, you are able to view all of your previous order information alongside any shipping details. You can also use your account to check your order status.
You can access your account using the Account link at the top right of any page.
By clicking on the forgotten password link on the Account page, you are able to request a password reset. If you are still unable to log in to your account, please contact us and our support team will provide further assistance.
All of your personal details can be updated via the Account page. Your address can be updated using the addresses page within your account.
Your newsletter subscription can be revoked by using the unsubscribe link at the bottom of the emails.
Order queries
Placing an order could not be easier. Select the products and choose the “Add to bag” option on the product pages.
Once you have added all of the products you wish to purchase to your bag, select the Checkout option and follow the on screen prompts to place your order.
Once an order is placed, before it can be shipped we need to complete our age verification process. The full information can be found on our Age Verification page.
Should we not be able to complete our age verification process, one of the team will reach out to you via email to ask for further details.
Your order will not be dispatch whilst we are waiting for information regarding age verification.
If you have placed an order but not received an order confirmation, we would recommend logging into your account and checking your Order History.
Please also check for our confirmation email in your spam / junk mailbox. If it has going to either of these, please whitelist the email address: sales@vapourdepot.com
If you are having further issues with the order confirmation, please contact us and one of our team will be happy to assist.
When an order is marked as dispatched, this means we have handed it to the courier for delivery. For information on how long orders should take to arrive, please visit our Delivery information page.
All products (with the exception of e liquid, flavourings, disposables, replacement pods and replacement coils) come with a 6 month warranty period. Should you experience an issue with a product you purchased from us, please contact us and our support team will assistance.
Disposable vapes are covered for DOA only (arrived in a none working state).
Please note, we can only offer exchanges or refunds upon receiving the faulty goods back.
We are always restocking products, but if you’d like to be notified when a product comes back in stock select the “Email me when back in stock” option on a product page.
You’ll be asked to provide an email address and once the product has been restocked our system will send you an automatic notification.
If you’d like to cancel your order, please contact us as soon as possible.
Please note, if your order has already been dispatched we are unable to cancel your order unless it is returned to us following the guidellines of our returns policy.
If you have just placed your order and wish to change the address, please contact us as soon as possible.
Please note, if your order has already been dispatched we are unable to change the address.
At this time, we do not have the functionality to allow you to re-order a previous order.
To re-order previous items, you will need to add the items you wish to purchase to your bag.
When you are at the basket page there is an option for “Got a discount code”.
By clicking this, you are presented with the option to add a discount code in the text box.
We only allow one discount code to be used per order.
Discount codes cannot be used in conjunction with other offers (for example: 3 for £10 nicotine salts).
We do not guarantee price matching, however if you do find a product cheaper elsewhere contact us and one our team and we will see if we are able to offer a discount (or price match) on that product.
Please include a link to the price that you have found.
Shipping Queries
To check if we ship to your country, please visit our delivery information page.
Tracking numbers are provided for all orders shipped via the following services:
- Royal Mail Tracked 24
- Royal Mail International Tracked
- DPD Next Working Day
- DPD 2 Day
- UPS International
Other services are not fully tracked, but we can provide delivery confirmation with those services.
To check the standard delivery times for each of our services, please visit our delivery information page.
All of our orders are shipped in unbranded packaging.
Smaller orders are shipped in Jiffy style envelopes, while larger orders are packaged in cardboard boxes.
The company name on all of our packages is Riverside Distribution LTD, the parent company of Vapour Depot.
If you selected one of our fully tracked services, you will receive your tracking number via email once your order has been dispatched.
If you did not receive your dispatch email, please contact us and one of our team will be happy to provide you with this.
Most orders placed before 2pm are dispatched the same working day, however products which may require additional processing time are labeled as such on the product page.
You can check if an order has been dispatched by checking your Order History.
All of our shipping costs can be found on the delivery information page.
International orders are priced by weight / destination and prices can be shown on the basket page during checkout.
We offer next working day UK shipping with our DPD Next Working Day option at checkout.
All of our standard delivery times can be found on the delivery information page.
If your order has not arrived after this time, please contact us and one our team will be happy to help.
Payment Queries
We accept all major credit / debit cards, including American Express.
At this time, we do not offer credit or split payments such as Klarma or PayPal pay in 3.
We do not accept PayPal payments. Since 2021, PayPal have taken the decision to no longer allow vape retailers to use their services for payments.
We do accept payment via crypto-currencies. To pay via crypto, select the “pay by bank transfer / crypto” option at checkout and reply to your order confirmation with the currency that you wish to use.
One of the team will then provide you with our wallet details and the amount in the specified currency.
Cards may decline for a number of reasons, but the most common are the card number being entered incorrectly, the expiry being entered in the wrong format or the CVV being incorrect.
To pay via bank transfer, choose the “pay by bank transfer / crypto” option at checkout. You will then receive your order confirmation with a copy of our bank details.
Once the payment has been made, please reply to your order confirmation confirming the payment has been made.
We do not store any card details you provide. Your card details are transmitted to Worldpay using a secure iframe provided by the Pay360 platform, as such, we never seen your card details such as full 16 digit number or expiry date / CVV.
We are a PCI compliant company and the software we use features the latest in SSL/TLS securities and anti-fraud technology.
All payments to Vapour Depot will show as ‘The Vapour Depot’ on your card statement.
Problems with my order
If your order has arrived incomplete, the first thing we would recommend is to check your invoice (included in each order). If any items are shipped separately (due to stock availability in a warehouse location or an order has been split due to size), this will be noted on your invoice.
If there is no note on your invoice, it could be down to an error in our warehouse. Please reach out to our team via the contact us page and we will work with you to resolve the issue.
If you are experiencing issues with the products you’ve ordered and need some assistance, please contact us and one of the team will be able to help you.
If any of your items have arrived damage, please take a photo of the item in question (including the packaging that your order arrived in) and send it to sales@vapourdepot.com.
One of the team will be in touch with you to resolve the issue.
We accept most products back for exchange or refund, providing they meat the criteria outlined in our delivery and returns page.
Contact queries
We aim to reply to all contact queries within 24 hours, up to a maximum of 72 hours
Please note that this may be longer over public holidays.
If you would prefer to speak to us, please call us on 01642 049028 during business hours.
Riverside Distribution LTD (the parent company of Vapour Depot) are a registered business in England (company registration number 12413316) and we are fully VAT registered (VAT ID 340931419).
You can checkout our numerous reviews at Reviews.co.uk or simply search Vapour Depot on any major search engine to find customers who’ve used our services in the past.
If you have not received an order confirmation or dispatch email, the most common cause of this would be a mistake when entering the email address.
Please also ensure you whitelist the email address: sales@vapourdepot.com with your email provider, to ensure our messages do not go to spam / junk.
If you are still having issues or require your email address to be amending, please contact us and one of our support staff will be able to help.