FAQs - Buying From Vape Firm

Do you offer a free shipping service?

Yes, we offer a free UK delivery service on orders over £20, you can still select next day and Saturday delivery but this will be charged at the standard rate.

I have a faulty vape, can you help?

We accept DOA (dead on arrival) vape returns only and you must inform us within 48 hours of receipt. Once we have received your returned atomiser, according to the Returns policy for defective or damaged goods set out above we will inspect it. If after inspection for use, we deem the vape to be defective we will replace the vape.

I have an item missing from my delivery, what now?

If you find you have an item missing from your order you must inform Vape Firm via email or phone call within 48 hours & this will be investigated. Claims made after this time period will not be accepted.

I have ordered the wrong item, what can I do?

If you have ordered an incorrect item & this is unopened & unused this can be returned. The goods must be returned to Vape Firm at your expense within 14 days of the purchase date. You must also include the original order number. We will refund you the full cost of the goods excluding delivery costs.

Goods must be returned unused and sealed in the original packaging. As electronic cigarettes are an oral product, once used they cannot be returned for hygiene reasons unless defective. You have a duty to take reasonable care of any goods whilst in your possession. We advise you to send any return goods via recorded delivery and use suitable packaging as Vape Firm will not accept responsibility for lost or damaged goods.

I have received a smashed/leaking bottle, what do I do?

If you receive damaged or defective goods, you must inform Vape Firm via email or phone call within 48 hours. Claims made after this time period will not be accepted. Please do not dispose of any goods before reporting the issue to our Customer Service team, as we may require batch numbers, photographic evidence of any damage & packaging or request that the item is returned to us.

I have received the wrong item, what should I do?

If you receive an incorrect item please do not open this, you must inform Vampire Vape via email or phone call within 48 hours. Claims made after this time period will not be accepted. We may require photographic evidence of any incorrect items received.

Where can I track my order?

When your order has been packed and ready for despatch you will receive an email confirmation containing your tracking number. Once collected & scanned by the courier this will then activate. Please log in to your account to see the status of your order.

1st class delivery can not be tracked but you will still receive a despatch confirmation email.

Royal Mail Tracking (2-4 working day service)

DPD Tracking (Next Day & Saturday deliveries)

Asendia (International deliveries)